VOLUME 1, ISSUE 3
+ Behind the Business Blackink IT + Who Represents BBB Accredited Businesses?
BUILT ON TRUST
COX ROOFING GROWS WHILE STAYING TRUE TO ITS CULTURE
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FROM OUR CEO
For more than 110 years, businesses across Central Indiana have come together through the Better Business Bureau® with a shared belief: trust is strongest when it’s built within our own communities.
Today, that commitment continues through more than 4,400 BBB Accredited Businesses across 42 counties, all working toward one simple but powerful idea: Trust, Built Locally.
BBB is more than a directory of trusted businesses. It is a membership community of professionals who believe integrity should define how we serve our customers, our neighbors and our communities. Each Accredited Business plays a role in strengthening that trust.
One of the best ways to experience that community is by participating in the training and networking opportunities we offer throughout the year. These events allow BBB Accredited Businesses to meet one another, learn from experts and connect with professionals who value the same commitment to trust.
You may also notice that bbb.org has been redesigned to make it simpler than ever for consumers to find reliable information about local businesses. I encourage you to take a look and share your feedback with us.
Most importantly, I want you to know we are always here for you. Our BBB team is just a phone call away — Monday through Friday, 8 a.m. to 4 p.m. — ready to support our Accredited Businesses as we continue building a marketplace where trust matters.
BBB STANDARDS FOR TRUST:
BUILD TRUST
ADVERTISE HONESTLY TELL THE TRUTH
/BBBCENTRALIN /BBBCENTRALIN
Torch Magazine is a quarterly publication for BBB Accredited Businesses in Central Indiana and the communities they serve.
BBB SERVING CENTRAL INDIANA 2601 Fortune Cir Dr E #103A Indianapolis, IN 46241
BBB.ORG Phone (317) 488-2222
EDITORIAL TEAM
CATHY ARMOUR President & CEO CONTRIBUTORS
MICKI POISSON Director of Revenue
WENDY DYCH Sr. Accreditation Account Manager
BRAND VISIBILITY STRATEGIST HAIDE VITALI (317) 707-4258 HVitali@indybbb.org
TOWNE POST NETWORK, INC.
FOUNDER, CEO TOM BRITT tom@townepost.com (317) 496-3599
PRESIDENT JEANNE BRITT jeanne@townepost.com (317) 810-0011
CHIEF OPERATING OFFICER ERIN TURK CREATIVE DIRECTORS VAL AUSTIN TONI EADS EDITOR
JOSH BROWN
DIGITAL CONTENT MANAGER ERIC NEER
TOWNE POST NETWORK, INC. 8800 North Street, Suite 117 Fishers, IN 46038 Phone/Text: (317) 810-0011
PUBLISHER TOM BRITT tom@townepost.com (317) 496-3599
KEY CONTRIBUTORS
ANTHONY ACQUISTO MATT NETTLETON AMY PAYNE TRAVIS R. WATSON ROGER UNDERWOOD
CONTACT THE PUBLISHER
Julia Reynolds in the East Room of the White House designed as a snow globe
Cathy Armour
THE SEA LION SALESPERSON
Writer / Matt Nettleton
One of the most popular animals with children is a sea lion, after all, a sea lion looks playful. Clapping flippers, big brown eyes, whiskers twitching with curiosity. But looks can be deceiving. Beneath the sea lions’ charm is one of the ocean’s most determined, athletic predators capable of diving 900 feet and pursuing prey with absolute single-minded focus until the hunt is done.
The best sales prospectors are the same. Often, they are charming on the outside but driven and tenacious on the inside.
All too often, salespeople get hired for their people skills and ability to make small talk. They’re warm and likable as they meet with people and generally have few problems starting conversations. They make people smile. But when talking to great sales reps, what you will find underneath that playful, cute exterior is an unwavering commitment to the pursuit.
Sea Lions don’t quit when a fish darts away. They adjust, reposition, and come at it from a different angle again and again until they succeed. The best salespeople do the same. They have a prospecting cadence, they are consistent over time, and they do not give up simply because they get an early “not interested.”
Studies show prospects typically respond after multiple meaningful touches before they are willing to engage with a salesperson. Unfortunately, sales reps typically give up after two phone calls and an email. That’s not prospecting, that’s splashing around at the surface and going home hungry.
To be effective at prospecting, a salesperson must engage in multiple ways. A phone call here, a personal note there, a warm introduction through a mutual connection each move a little different, each one getting closer to the goal.
We help our clients understand that to effectively grow their revenue, they must engage in consistent and varied behavior. The best reps stay curious, stay consistent, and keep hunting.
Not sure how to get your reps set up for consistent, varied, and most importantly, effective prospecting? Maybe we should talk.
Is your sales team getting busy or getting better? Ready to figure out if this is as good as it gets? Contact Matt Nettleton, Sandler DTB at matt.nettleton@sandler.com or 317-678-8800.
WHO REPRESENTS BBB ACCREDITED BUSINESSES?
When a business becomes BBB® Accredited, it joins more than a trusted network — it becomes part of a membership organization guided by leaders from businesses across Central Indiana.
BBB Central Indiana is governed by a local Board of Directors made up entirely of representatives from BBB Accredited Businesses. These business leaders volunteer their time and experience to help guide the organization’s mission: advancing marketplace trust throughout our region.
Our board members serve three-year terms and provide
oversight for BBB’s policies, finances, strategy and accreditation decisions. Working alongside BBB staff leadership, they help ensure the organization remains a strong and credible resource for both businesses and consumers.
Because BBB is funded primarily through the support of Accredited Businesses, the board plays an important role in ensuring our work stays aligned with the needs of the local business community. Directors help review accreditation applications, oversee financial stewardship, and ensure BBB continues to deliver meaningful value to its members and the marketplace.
“Our board is the voice of BBB Accredited Businesses across Central Indiana, helping ensure that the principles of trust and integrity remain at the center of our marketplace.”
— Kevin Tharp,
Board Chair and Attorney, Riley Bennett Egloff LLP
In carrying out their fiduciary responsibilities to the BBB, board members exercise their sound judgment in the best interests of the organization and its members, safeguarding confidential information and protecting the reputation and unity of the BBB system.
Board members are nominated and approved through a process that ultimately includes the voice of our membership. Each December, BBB Accredited Businesses vote to confirm new board members recommended by the Board of Directors.
In December 2025, the membership body approved the addition of four new directors: Tom Britt (Towne Post Media), Deidra Colvin (Lucas Oil Products), Miles Nelson (AIO: Recruiting & Executive Search) and Todd Flynn (KeyBank).
These leaders join other Accredited Business representatives who help guide BBB’s work across our 42-county service area. If you’ve ever wondered who represents you at BBB, you can easily find out by clicking the QR code below to see who represents you and learn how to get involved. You’ll find a listing of our current board members, their businesses, and their terms of service — along with a way for Accredited Businesses interested in future board service to express their interest.
At BBB, trust is built locally, and our board members help ensure the voice of Accredited Businesses continues to guide the work we do every day.
SHOWCASING BBB ACCREDITATION IN THE COMMUNITY
AT THE INDIANAPOLIS HOME SHOW
MILES NELSON AIO RECRUITING & EXECUTIVE SEARCH
TOM BRITT TOWNE POST NETWORK
TODD FLYNN KEYBANK
DEIDRA COLVIN LUCAS OIL PRODUCTS
MAINTENANCE MATTERS
THE FIRST STEPS TO MAXIMIZING YOUR BBB ACCREDITATION
When you buy a car, the most important investment isn’t the day you drive it off the lot—it’s the regular maintenance that keeps it running smoothly.
Your BBB Accreditation works the same way.
Whether you’ve been a BBB Accredited Business for years or just joined recently, the first steps you take to maintain your accreditation profile are the ones that matter most. These foundational actions ensure consumers can easily find you, trust what they see, and connect with your business.
Across the BBB network, research consistently shows that consumers increasingly rely on digital information when evaluating a business. Accurate contact details, clear service descriptions, verified reviews and visible trust signals all influence whether a consumer chooses to
engage. Your BBB Business Profile is one of the most visible places where those signals come together.
That’s why we encourage every Accredited Business to complete what we call the “10-Point Engine Check.” These simple steps — such as logging into your profile, verifying your contact information, installing the BBB Accreditation Seal on your website and ensuring your business description clearly communicates your services — help ensure your accreditation is working for you every day.
Just like maintaining your vehicle, these tasks are not one-and-done. Businesses change, services evolve and digital platforms update frequently. Taking time a few times a year to review your BBB profile, your website and your online listings keeps everything running smoothly and helps consumers find accurate information when
they need it most.
Once your foundation is strong, additional opportunities can help amplify your visibility — things like strengthening your review strategy, expanding your digital presence or collaborating with trusted BBB media partners.
But every successful race starts with a well-tuned engine.
If you’ve already completed your foundational steps, we’re ready to help you take the next lap forward. Our team is always available to help Accredited Businesses maximize the trust and visibility that comes with BBB Accreditation.
Because when trust is well maintained, your business is always in the best position to move ahead.
BBB BRAND VISIBILITY FUNNEL
INDY 500 EDITION
8‑POINT ENGINE CHECK — FOUNDATION (MINIMAL OR NO COST)
• Log in to your BBB Business Profile
• Run the Business Integrity Check (Free SEO tool)
• Schedule your Onboarding Call
• Install the BBB Accreditation Seal on your website
• Update your Google Business Profile
• Add social media links to your BBB profile
• Improve your business description and services
• Verify business hours and contact details
GREEN FLAG – GO — BUILD & AMPLIFY (MODERATE INVESTMENT)
• Develop a customer review strategy
• Strengthen your social media presence
• Refresh key content on your website
• Start collecting customer email contacts
• Meet with the BBB Brand Visibility Strategist
• Advertise on BBB.org directory pages
DRAFTING WITH PARTNERS — MOMENTUM (HIGHER INVESTMENT)
• Participate in joint visibility campaigns
• Invest in Local SEO programs
• Collaborate on video, radio or print promotion
• Track performance using partner analytics
POLE POSITION
• Businesses that complete the foundational steps and continue building visibility are positioned to maximize the value of BBB Accreditation.
• If you’ve completed the 10-Point Engine Check, our team is ready to help you plan your next lap.
Why Cybersecurity Is Now Everyone’s Job, Not Just IT’s
Writer / Roger Underwood, CEO of Techlocity
Cybersecurity is no longer a responsibility of only the IT department. Today, every employee has some level of access to systems, data, accounts, and communication tools, which means every employee also plays a role in protecting them. A single click on a phishing email, a weak password, or careless file sharing can create serious risks for the entire business. As a result, cybersecurity has become a company-wide responsibility rather than a technical task handled by a single team.
WHY DOES EVERY EMPLOYEE AFFECT CYBERSECURITY?
Many cyber threats succeed not because security systems are weak, but because
people make small mistakes. Attackers often look for the easiest entry point, and that is often human behavior. An employee may reuse passwords, open suspicious attachments, or fail to recognize a fake login page. These actions may seem minor, but they can lead to data breaches, financial loss, downtime, and reputational damage.
This is one reason why cybersecurity awareness matters across the whole organization. Every department handles digital tools in some way, whether that means sending emails, accessing client information, using cloud platforms, or collaborating online.
Common employee actions that affect cybersecurity include:
• Clicking links in suspicious emails
• Using weak or repeated passwords
• Sharing files without proper access controls
• Ignoring software updates
• Connecting through unsecured public Wi-Fi
• Failing to report unusual account activity
Even strong IT systems have limits. Firewalls, antivirus tools, and monitoring software are important, but they cannot always stop mistakes made by users. Real protection becomes stronger when
employees understand threats and practice safer habits every day.
HOW BUSINESSES CAN BUILD A STRONGER SECURITY CULTURE
A stronger cybersecurity strategy starts with the understanding that security is part of everyone’s role. Businesses should not treat cyber awareness as a one-time training session that employees forget after a week. Instead, it should be built into daily operations, policies, and expectations.
Companies can strengthen their security culture by focusing on practical habits such as:
• Providing regular cybersecurity training
• Requiring strong passwords and multifactor authentication
• Encouraging employees to report suspicious emails quickly
• Limiting access to sensitive data when not necessary
• Keeping devices, software, and systems updated
• Making security a visible priority at every level of leadership
Leadership plays a major role here. When managers and executives take cybersecurity seriously, employees are more likely to do the same. This creates a culture where security is not seen as an obstacle, but as part of protecting the business.
In the end, cybersecurity is now everyone’s job because every employee can either reduce risk or increase it. IT teams still lead the technical side of defense, but they cannot protect the business alone. The strongest protection comes from a workplace where everyone understands their role and takes cybersecurity seriously.
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ETHICAL ADVANTAGE
INVESTMENTS IN ‘DOING THE RIGHT THING’ YIELD DIVIDENDS
In a keynote speech at The Society for Business Ethics annual meeting in 1999, Frank Walker emphasized the following: “It’s just common sense that if two organizations can deliver like products of similar quality for the same price, the majority of shoppers will want to reward those organizations that are most responsible, most caring and who are
perceived as being concerned with more than just making a profit.”
Twenty-seven years later, those words ring truer than ever. A new entity to help Hoosier organizations fully experience the benefits of doing business the right way is the Indiana Center for Business Ethics (ICBE).
The non-profit was founded by Walker, chairman emeritus of Indianapolis-based Walker Information. It is led by Melissa Barnes, retired chief ethics and compliance officer at Eli Lilly and Company and a longtime state, national and international leader in the world of business ethics.
Ethics, of course, is much more than
following the law. Barnes says, “I am a firm believer that if you aim for compliance, you may get it, but you will not necessarily also get ethics and integrity. However, if you work toward integrity, it will very naturally include compliance.”
Business ethics focuses not just on what we can do, but also on what we should do.
Behaving ethically also builds trust, a crucial business asset. Building and maintaining trust is critical for all organizations, but particularly for small businesses and their relationships with stakeholders. Along with product and service quality, reputation management is key.
Leadership tone at the top along with intentional strategies focused on ethical decision-making helps establish companies — such as Better Business Bureau accredited firms — as trusted sources.
And it’s not just the right thing to do, it’s the smart thing to do. Research shows that companies that invest in ethics and integrity:
• Outperform peers: Organizations on Ethisphere’s World’s Most Ethical Companies list enjoyed a five-year financial premium of 7.8% over a
comparable index of global companies. That advantage in performance reached as high as 25% in a single year.
• Experience less employee turnover: Employee of companies with perceived ethical issues are twice as likely to leave (48%) than stay (24%), according to the ICBE’s inaugural Indiana survey.
• Enjoy enhanced customer relationships and make a difference beyond their own doors. Survey data from AFLAC reveals over three-quarters (77%) of consumers say they would be motivated to purchase a company’s products or services if the company shows they are committed to making the world a better place.
Companies must also ensure they are communicating clearly with their employees on these crucial topics. The ICBE employee survey, combined with business leader research, revealed stark differences in perception. Leadership viewpoints on four business ethics statements find a positive range from 86% to 93%; employee attitudes on the same questions reveal a considerably less favorable range of 60% to 74%.
Barnes points out that business ethics apply no matter the size of the company. Smaller businesses can take right-sized practical
steps to help ensure their long-term success.
Key steps include:
• Measure company culture to identify and close any ethical perception gaps between leadership and employees
• Provide training that helps employees apply ethics in everyday decisions
• Treat trust as an asset and make it visible in how the organization communicates, operates and leads
• Strengthen safe reporting by being clear about how employees can raise concerns and ensure there is visible follow through
The ICBE will continue to focus on helping Indiana firms by expanding the knowledge base through ongoing employee and leadership surveys with a variety of companies. It will use the data in targeted educational publications and statewide workshops.
Learn more and download the inaugural State of Business Ethics in Indiana report at indianabusinessethics.org.
Connect at linkedin.com/company/ indiana-business-ethics
ATTITUDE STATEMENT LEADERS EMPLOYEES
Tom Schuman, a Ball State University graduate, worked 13 years as a newspaper report and editor in Illinois and Indiana. He served 23 years in communications and operations with the Indiana Chamber of Commerce, including being editor of the award-winning BizVoice magazine.
Melissa Stapleton Barnes is the Founding Board Chair and President of the Indiana Center for Business Ethics (ICBE), former Chief Ethics & Compliance Officer and Senior Vice President of Enterprise Risk Management at Eli Lilly and Company, and an experienced board director for both corporate and nonprofit boards. A graduate of Harvard Law School, she is widely recognized for her leadership in corporate ethics and compliance in addition to her work helping organizations build cultures grounded in integrity and trust.
WHY SMART LOCAL BUSINESSES ARE REDISCOVERING RADIO & DIGITAL AS A GROWTH ENGINE
In a marketing world crowded with dashboards, algorithms and rising digital costs, many local business owners are asking a simple question: What actually drives customers to take action?
Increasingly, the answer is not to choose between traditional and digital. It is integrating them.
Despite the perception that radio is a legacy medium, modern AM/FM advertising, when paired with targeted digital marketing, remains one of the most effective and efficient ways to reach local audiences, drive online engagement and improve overall return on investment.
REACH + PRECISION: THE POWER COMBINATION
Local businesses do not need a national scale. They need the right people, in the right place, at the right time. Radio delivers broad, trusted local reach. Digital marketing provides precision targeting, measurable follow-up and trackability.
In the Indianapolis market alone, 92.3 WTTS —an affiliated radio station of ST Digital— reaches more than 184,000 adults 18+ each
week. That kind of consistent exposure builds familiarity and trust, especially during commute times when consumers are physically near stores and service providers.
Nationally, AM/FM radio commands roughly 64% of all ad-supported audio listening, far surpassing podcasts and adsupported streaming music. That represents the largest pool of audio attention available to advertisers.
Digital platforms — ranging from search engine marketing to streaming TV, display ads, streaming audio, and retargeting— reinforce those radio messages online. They ensure the brand appears again as consumers search, browse, or scroll through content.
RADIO FUELS DIGITAL PERFORMANCE
One of the biggest misconceptions is that radio and digital operate separately. In reality, radio acts as an online multiplier.
Research shows listeners exposed to radio advertising are significantly more likely to:
• Include the brand in their online browsing
• Search for the brand within hours
• Visit a website or retail location shortly after exposure
Across multiple studies, AM/FM radio has driven an average 13 to 14% lift in attributed website traffic, with some retail campaigns seeing traffic increases as high as 5 times when radio is added to the mix.
Radio creates awareness. Digital captures and converts it.
FROM AWARENESS TO ACTION
Radio builds mental availability through repeated exposure during daily routines. It moves consumers into active consideration, often quickly. When paired with clear offers and strong digital landing pages, it contributes to measurable lower-funnel results, including leads and sales.
STAND OUT
Digital marketing then:
• Captures high-intent search traffic
• Retargets website visitors
• Tracks calls, form fills and conversions
• Reinforces messaging across devices
This integrated approach is effective for nearly any local business looking to increase awareness, drive engagement and generate measurable results.
WHY THE COMBINATION WINS ON ROI
Radio remains under-allocated in many media plans relative to its audience share, creating value for their advertising dollars and strong reach at scale. Sales-effect research shows that adding audio to a balanced media plan can increase overall campaign ROI by more than 8%.
Meanwhile, digital provides accountability through measurable performance data.
Together, radio and digital create both scale and precision, building awareness, driving online engagement and delivering measurable growth.
For local business owners looking to make smarter use of their marketing dollars, the future is not radio or digital. It is both; working together as a unified growth engine.
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Full-service Digital Advertising Agency: Sarkes Tarzian
ST Digital is a locally owned and operated boutique digital marketing agency specializing in customized, data-driven advertising solutions. Focused on personalized service and hands-on client support, ST Digital helps businesses in Indianapolis and beyond grow through uniquely crafted campaigns that deliver measurable results.
BUILT ON TRUST
COX ROOFING GROWS WHILE STAYING TRUE TO ITS CULTURE
Writer / Anthony Acquisto Photographer / Amy Payne
Mishell Cox
Reliable roofing is a must for any home, providing safety from the elements with the ability to add outstanding external beauty. That is part of what makes Cox Roofing a valuable staple of the greater Indianapolis community and how it has been able to earn and keep the trust of central Indiana residents for more than a decade.
Chris Sanson is chief operating officer of Cox Roofing, overseeing organizational development and connecting teams inside and outside the office. Sanson met Cox Roofing founders and CEOs Justin and Mishell Cox while they were living in the same apartment complex some 10 years ago. They quickly became friends, and the Coxes brought Sanson on board with their young company.
“I want to say they created the opening, but that’s just them. Meeting them and talking, there was no pressure,” Sanson says of Justin and Mishell Cox. “We probably hung out and talked and became friends for a couple of months, and then they asked, ‘Hey, do you want to help us grow this company?’”
With his accounting background, Sanson jumped right into what seemed like a natural fit on the Cox team and soon moved his way up to COO. Depending on the season, Sanson leads a group of 35 to 50 people on projects around the area. The heart and dedication of the employees working on each project have made Sanson’s job a simple exchange of trust.
“Our production team has to be one of the most reliable in the industry,” Sanson says. “They do not stop, they work their hearts out, and as long as I support them, they support me.”
Sanson echoes similar sentiments about his team in the commercial division.
“It mostly comes down to finding people that are the right cultural fit and people that are reliable. They make my job easier, and they’re there for you if you’re there for them,” Sanson says.
“OUR THING IS TO HAVE THESE OFFICES STAY SMALL ENOUGH TO WHERE WE CAN KEEP OUR CULTURE, KEEP OUR SYSTEMS AND PROCESSES, AND KEEP OUR CLIENTS HAPPY.”
—CHRIS SANSON
Cox, a faith-driven company, has built its workplace culture on inclusion and respect, assuring that every customer, coworker and client is treated like family. Cox rarely has issues finding employees to uphold the group’s values.
“It’s just what the company lives by, meaning it’s day in and day out,” Sanson says. “If people are not a culture fit, I would say they don’t really join the company. We always have a great team.”
At Cox, culture comes from the top down. Although Justin and Mishell are, by title, Sanson’s superiors, their relationship functions such that collaboration and open communication are frequent and vital. Sanson recommending certain applicants for an opening is not uncommon and is always received with consideration by the Coxes. This close professional relationship is possible because of their long friendship,
but Sanson insists that the couple’s leadership abilities have enabled Cox to become a premier service in the area.
“It’s leading from the top and their commitment to the company,” Sanson says of Justin and Mishell Cox’s ability to develop Cox Roofing.
The Coxes have multiple careers each, both managing Cox Roofing and running a hot air balloon company, while Justin also serves as a full-time firefighter.
“Neither one of them are scared of hard work,” Sanson says. “They are committed to the grind and they lead by example, and it breeds that in everyone who works under them.”
Justin and Mishell’s enthusiasm for and dedication toward Cox’s success is ingrained in their mission to make every customer feel like family. To build client trust and ensure consistent business, Cox strives to always put its best foot forward and provide top-
quality service on every project. Treating its employees with that same familial respect and care makes this hard work and consistent quality possible.
It has worked so far, and the relationships that Cox has developed with its clients are exactly what the company set out to achieve — even to the utmost degree.
“We have a running joke that we are not allowed to have meetings with Justin Cox being there, because we are going to end up having to go to Thanksgiving,” Sanson says with a chuckle.
With great success over the last decade, Cox has its sights set high for the near future. The company has taken tremendous steps in expanding its national footprint, having built offices in Florida, Colorado, Kentucky and Wyoming in rapid succession. Cox is eyeing further expansion into Illinois, building the systems and processes to be able to “copy and paste” its operations across the country.
While the company is on track to have more offices than any other roofing company in the nation, Cox is still focused on maintaining organizational standards across its locations.
“Our thing is to have these offices stay small enough to where we can keep our culture, keep our systems and processes, and keep our clients happy,” Sanson says.
Roofing is a service that is necessary year-round, from fixing hail damage in the winter to various remodels and repairs in the warmer months. Cox shines as a prime example of service done with a smile, providing central Indiana and other communities with top-notch roofing while embracing the relationships it builds through its dedication and hard work.
Sanson puts it simply: “We just want to ensure that the homeowner gets what they deserve.”
BEHIND THE BUSINESS
QUESTIONS AND ANSWERS
WHAT INSPIRED YOU TO START THIS BUSINESS?
“My journey with Blackink IT began through a professional connection I made during my time working at Roche. That experience gave me the opportunity to gain a deeper understanding of who Blackink IT was and the potential it held, which inspired me in two meaningful ways.
First, I saw the opportunity to help shape a workplace where people feel genuinely supported, valued and proud of the work they do. Creating an environment where employees can grow, collaborate and enjoy working together has always been deeply important to me.
Second, I built strong relationships with our clients and gained an appreciation for the important work they do within their communities. Supporting their missions through thoughtful, reliable technology reinforced my desire to build on the strong foundation already in place and help guide Blackink IT forward as a people-centered organization delivering high quality IT services.”
WHAT’S THE MOST VALUABLE LESSON YOU’VE LEARNED IN BUSINESS THAT YOU WISH YOU’D KNOWN EARLIER?
“It took many difficult lessons to learn that I could not be the Lone Ranger. I regret not having a mentor in the early stages of our business.”
HOW DO YOU FOSTER TRUST WITH YOUR CUSTOMERS?
“Trust starts with genuinely caring about people, whether that’s our clients or our team. With our customers, that means taking
Blackink IT
DOUG ALLGOOD, CEO & PRESIDENT
“TO KEEP BUSINESSES SAFE AND PRODUCTIVE”
the time to understand their business, putting their needs first and consistently delivering what we say we’re going to deliver. When clients see that our focus is on helping them succeed rather than revenue, trust grows naturally.”
HOW DO YOU SEE YOUR INDUSTRY EVOLVING OVER THE NEXT 5–10 YEARS?
“I see our industry continuing to grow in complexity as technology becomes even more integrated into everyday business. AI will play a major role in helping manage that complexity and drive growth, but navigating those changes will ultimately be up to the organizations using it. As technology continues to evolve, it’ll also change how we work and push all of us to keep learning and adapting. However, even with all of that change, people will remain at the center of great service. Technology will continue to advance, but keeping strong relationships, trust, and human understanding will always be the anchor behind any truly effective IT support.”
OUTSIDE OF WORK, WHAT’S SOMETHING YOU’RE PASSIONATE ABOUT THAT OTHERS MIGHT NOT KNOW?
“Outside of work, I’m deeply passionate about supporting young entrepreneurs and helping them learn. Whether it’s offering guidance, encouragement or a different perspective, being able to help the next generation of business leaders grow with confidence truly matters to me. That passion is one of the many reasons Blackink IT is proud to partner with the Orr Fellowship.”
INDIANA’S HOME IMPROVEMENT CONTRACT ACT
WHAT CONTRACTORS NEED TO KNOW
Writer / Travis R. Watson, Attorney, Riley Bennett Egloff llp
Indiana home improvement contractors operate under a strict statutory framework known as the Indiana Home Improvement Contract Act (“HICA”). HICA imposes specific requirements on contracts for residential home improvements and is designed to protect homeowners who may lack familiarity with the home improvement industry.
WHEN DOES HICA APPLY?
HICA applies to contracts exceeding $150 for the improvement of residential property, i.e., a house, and includes the fixtures,
structures, and improvements of that residential property including electrical, plumbing, mechanical, and exterior work. HICA does not apply to the original construction of a dwelling but instead applies only to “home improvements.”
REQUIRED CONTRACT TERMS
• Name of the consumer and address of the real property.
• Name, address, and email address of the contractor.
• Name, telephone number, and
email address of each owner, officer, employee, or agent of the contractor.
• Date the contract was submitted to the consumer and any time limit for acceptance.
• A reasonably detailed description of the work, or in the alternative, a statement that the specifications will be provided and that the consumer must sign and date an approval of the specifications before any work begins.
• Approximate start and completion dates along with any contingencies that
could affect the timing.
• Contract price.
• A statement whether other party/ subcontractor will be completing the home improvements or furnishing any labor, services, material, equipment, or machinery.
• Signature lines for the contractor or contractor’s agent and for each consumer who is a party to the contract, with each person’s name typed or printed legibly below the signature line.
Contractors are prohibited from advertising or offering to pay or rebate any portion of an insurance deductible to induce a contract.1
CANCELLATION RIGHTS
HICA gives homeowners the right to cancel a home improvement contract within three business days after signing by delivering written notice to the contractor. Upon cancellation, the contractor must refund
all monies paid, except for payment for work already performed. Contractors must also provide the homeowner with written notice of these cancellation rights and a cancellation form.
CONTRACT MODIFICATIONS
A common issue that arises under HICA involves modifications to the contract (called “change orders”). HICA requires that change orders be in writing and signed by the homeowner. If the change order is not signed by the homeowner, the change order is not enforceable under HICA.
CONSEQUENCES OF NONCOMPLIANCE
Homeowners can assert claims or counterclaims alleging HICA violations. Further, a HICA violation constitutes a “deceptive act” under Indiana’s Deceptive Consumer Sales Act, potentially exposing contractors to actual damages, attorney’s fees, and increased difficulty collecting payment.
1Ind.Code. § 2451110.5(c).
Travis R. Watson is an attorney who represents contractors in construction disputes, including HICA cases. This article provides general information only and is not legal advice. For more information or for a consultation about a specific issue, you may email Travis at twatson@rbelaw.com.
Legal Solutions for Your Business
Travis R. Watson, Attorney, Riley Bennett Egloff llp
BBB MILESTONE ACCREDITATIONS
DECEMBER
2025– FEBRUARY 2026
70 YEARS
Koehring & Sons
45 YEARS
Kermans Flooring
Royal Exterior Decorating
40 YEARS
Alternative Cleaning
Coomer Roofing Company
Sho-Pro of Indiana
Walker & Sons Home Improvements
30 YEARS
Jesse Tremain Tile & Marble
Nardco Heating & Air Conditioning
Peerless Fence
Royal Spa Corporation Factory & Showroom
Stewarts Lawn and Tree Service
25 YEARS
American-Newlong
Animal Medical Center
Big Inch Fabricators & Construction
Creative Window Treatments
Electronic Strategies
Environmental Construction
George’s Blacktop Paving
I-70 Wrecker Service & Garage
Indiana Real Estate Institute
La-Z-Boy Home Furnishings & Decor
Lee’s Tax City
Natural Stone Creations
Reindeer Auto Relocation
Young & Sons
20 YEARS
A 1 Roofing Indiana
ETA Tickets
Indianapolis Concrete
Indy Body Werks Body Shop
JD Electrical
Mollet Garage Doors
Top Quality Data
Two Men & A Truck
15 YEARS
Carpenter’s Crew
Carter’s My Plumber
Cochran Exteriors
Green Light Lawn Care
Indiana Residential
Jensen’s Pools & More
Magna Properties
Peer Foods Group
SAMS Technical Publishing
Sunburst Shutters & Window Fashions
The Painting Edge
10 YEARS
Badger Daylighting
Benny’s Carpet
BNB Haulers
Bond Trailer Service
Boulton Law Group
Cameron Financial Services
Carlin Property Solutions
Copper Canyon Landscape Design
Falcon Manufacturing
Indiana Mortgage Group
LeBlanc Nettles Law
Lydia Homeier-RE/MAX Centerstone
M P Clossey Contracting
Risk Free Exteriors
Senior Driving & Mobility Services
Tech Motors
Techlocity
The Smart Pergola
Thomas E King II
Tikal
True Temp Heating & Air Conditioning
White Drywall
5 YEARS
5 Star Imports
Ann’s Personal Care Services
As You Wish Cleaning
Business Interior & Logistics
Business Technology Consultants
Contractors Plus
Damon Jones Flooring
Dunaway Handyman Services
EcoBak Restoration
Enhanced DNA: Develop Nurture
Achieve
EZ Traveltrips.com
Florence Wealth
Garey’s Sewer & Drain Cleaning
Harness Machine & Fab dba Make it
Ring Targets
Hoosier Vinyl Products
PMI Indianapolis
Speedy Pete’s Richmond
The Medicare Family
VIP Home Solutions
Watergate Roofing
Information is current as of March 3, 2026.
NEWLY BBB ACCREDITED
RECOGNIZING BUSINESSES THAT RECENTLY EARNED BBB ACCREDITATION AND EMBRACE BBB’S STANDARDS FOR TRUST. FROM DECEMBER 2025‑FEBRUARY 2026.
CENTRAL
Adam Cook’s Construction
Allens Drywall
B & B Pools
Bargain Bridal by The Sewing Lady
Beauty and Balanced Aesthetics
Blue Haven Pools of Indiana
Blue Storm Construction
Bracken Electric
Bryant’s Insulation
C.P. Total Construction
Carmel Auto Gallery
Carmel Auto Repair
Cash n Go ATM
Cathedral Marble & Granite
Cit-E-Volve
CleanCutz LLC Construction & Landscaping
Club Z Indy West In Home
Tutoring
Community Drywall
Cook & Perry Plumbing
Coulmo Transportation
DesignHer Wellness MD
Dugan Homes
Elite Pro Painting
ExpertPipe Indy
Feds Mechanical
Financial Independence Team
G Remodeling
Golden Roofing & Restoration
Grade Tech Contracting
Helton & Harris Funeral Homes
HJH Outdoor Services
Holmes Lawn and Landscape
Homefront Windows & Doors
Homestar Services and Contracting
Hoosier Roof Doctor &
Restoration
In Touch Home Care Solutions
Indy Homes for Cash
Innovation Roofing
Integrated Plumbing, Heating & Air Conditioning
Jake’s Body Shop
Jeco Plastic Products
JT Tree Service
Just Home Care
K Design Co.
Lackey Designs
Leary Construction Company
Melusi Centers for Hope and Healing
Midwest Autosports
Oaks and Lillies Creative
Learning Center
Office Pride
One-Stat-Electrostatic Painting & Reglazing
Polley’s Perfect Seasons
Prime Garage Door
Quality Comfort Heating and Air
Real Comfort Solutions
S & N Myers Construction
Senior Helpers of Greenwood &
South Indy
Shoufler Construction Co
Smart Choice Warranty
Stellar Hoosier Builds
Stronger Living
The Manship Foundation
Timberline Home and Outdoors
Traditional Concepts
Unks Private Chef & Catering
Van Croshier Concrete and Earthworks
Watch Me Grow Irrigation
Wood Craft Indy
EAST
4/4 Solutions
Bright Night Entertainment
Fox Electric Service
Friendly Contracting
Jackson Street Auto Sales
Kirk’s Bike Shop
Luxe Essence Cleaning Co.
Mom & Pop Construction
PJ’s Doors
ProTrus Mechanical
Redwood Automotive
Robinhood Home Services
Skrhak’s Paintless Dent
Repair & Body Works
The Appliance Studio
Top Choice Fence
INDIANAPOLIS
10-4 Global Logistics
5 Lynx Property Management
A Day After Day Home Care Agency
ABA Advisors
Alcide Super Services
All Occasion Tent Rental
All Thingz Medical
Alserva Votum GeneTrak
Border Magic by J & A
Camara Care
Career Axis
Credstar Revenue Solutions
DCOne Construction
Devine & Schultz Carpentry
Disney Heating and Cooling
Divine Solutions
Each One Reach One Mentoring Services
Elizabeth Marshall Insurance and Financial Services
Executive Cash Home Buyers
Express Auto Sales No. 1
Family First Choice Care Services
General Construction
GOB Solutions
Half Price Furniture Outlet
Henry H Construction
Hugo Guzman
I Know A Girl Travel
IN2IT Care
Indiana Giant Maine Coons
Indiana Mold Remediation
Indy AODJ’s
JGB General Services
Joseph’s Motors
Journey to Success HomeCare
Kelly Robin Professional Tax Service
KeyBank
Knauss Property Services
LCS Heating & Cooling Leadstra
Many Mini Miracles Childcare
MBA Jewelers
Nate’s Appliance Repair & HVAC
Only Drainz Inc
Only Notary Etc
Our Purpose Home Care Service
Owen’s Document Services
PAL Plumber
Patton Construction Group
Precession Medi
Proctor Security Agency
Quality Clean Indy
Queen of Hearts Home Care
Radiant Heating & Cooling
Reliable Flooring
Robert D. Epstein, Attorney at Law
Roof to Foundation
Inspections & Environmental Testing
Senior Helpers
Shade by Design
Signature Strategies
South Circle Dental Care
Standout Wraps
The Fireplace Center of Indianapolis
The Hot Room
ThriveX Financial Group
Torres Painting Service
TRESSS® Aquatectural Designs
Turning Point Care
VonRi Homecare PCS
Weilhammer Plumbing Co.
When In Need Services
WordUp Tutoring
Zenith Pure Solutions
Zetta’s In Home Care
Zoomin Groomin - Franklin
Township
NORTH
Apex Heating & Cooling
Austin’s Travel Adventures
Auto Kings
Breathe EZ Construction
Coors Remodeling
Golden Farms Demolition
Guardian Way
Hatch Home Repair
Heavenly Decks
Hoosier Water Away
Kelly’s Kreations
Notable Closings Signing Service
PlayPros
Professional Lawn Care
Sunshine Acres
True North Craftsmen
Vape Marley
Window Depot USA of Lafayette
SOUTH
Backyardscapes and Construction
Bloomfield Craft
Breezy Electric
DC Superior Services
DDI Auto Detailing
Deep Roots Landscape Design
Galaxy Excavating & Property
Management
Goodman Construction Co.
Harris Services
Jerry’s Appliance Repair
KRAZYNUTZ
Leading Pathways Consulting
Links Builders
Ono Brothers General Contractors
Simplyfyd Smart Cleaning
The Lawn Men
WEST
A-1 Sanitation
Absolute House Care
Rockin L
Simmons Driving School
Site Solutions Services
Stout Masonry
Tanner and Associates
REVOCATIONS
In the last quarter, two BBB Accredited Businesses had their accreditation revoked for failing to respond promptly to complaints filed with BBB, a requirement under BBB Standard 6.
Indy Wholesale Direct, (Carmel, IN)
Always Underground, Inc., (Lake Village, IN)
UPCOMING EVENTS
April 20, 2026
TORCH AWARDS CLOSE
The Torch Awards is the most prestigious honor the BBB can present to a business or individual. Recipients not only believe in the high standards promoted by the BBB, but also consistently acts on them and continuously integrates them into daily practices.
April 28, 2026 $
LEADERSHIP JOHNSON COUNTY: BEING A COACH...AS AN APPROACH TO LEADERSHIP
9 a.m.–noon
Being a Coach… As an Approach to Leadership will introduce participants to an organizational management and leadership framework that helps organizations answer those three questions and provides guidance for an organizational excellence journey.
April 30, 2026
TRUST IN THE AGE OF AI
2:30 p.m.-4 p.m.
As AI reshapes business, trust becomes essential. This interactive roundtable unites leaders to discuss transparency, ethics, challenges and opportunities—revealing how trusted organizations thrive and stay accountable in an increasingly AI-driven marketplace. Afterward, stay for The Business Pit Stop, a networking event that continues the conversation and connections.
April 30, 2026
THE BUSINESS PIT STOP
4 p.m.-5:30 p.m.
Held at Lucas Oil Products immediately after Trust in the Age of AI, this networking event gives business leaders a quick refuel to strengthen relationships, exchange insights and make meaningful new connections. Designed for professionals driven by trust, The Business Pit Stop helps you build momentum in a supportive, highvalue business community.
May 4, 2026
AI & THE FUTURE OF LOCAL SEARCH
Noon-1:00 pm
Hosted by Tom Britt, Towne Post Digital
Learn how AI is changing how customers find local businesses. This session breaks down Google and map listing shifts and gives practical steps to stay visible, attract traffic and outperform competitors—without technical jargon.
May 12, 2026
BBB BIZBOOST: FOUR ROLES OF A LEADER
11:30 a.m. –1 p.m.
Star employees often become “accidental bosses” without leadership training, causing productivity and morale to suffer. This session covers recruiting, training, supervision and coaching strategies to help leaders build stronger, more successful teams.
May 19, 2026
WHY SMART MARKETING WINS THE RACE IN BUSINESS
9:30 a.m.–noon
Start your engines and explore how digital marketing tools attract customers, optimize visibility and drive results. Learn targeting, SEO strategies and smart budgeting to move your business from green flag to checkered flag.
June 11, 2026
BAGI IRONWOOD GOLF OUTING
10 a.m. – 5 p.m.
The Builders Association of Indianapolis (BAGI) June golf outing is held at Ironwood Golf Club, Fishers.
June 9, 2026
BBB BIZBOOST: POST WITH A PURPOSE
11 a.m. – Noon
Without a clear plan, social media marketing can feel overwhelming, inconsistent and time-consuming. Rather than focusing on constantly posting the sales pitch, this session will explore how authentic storytelling can help your business connect with your audience more effectively.
June 23, 2026
BBB BIZBOOST: HARNESSING THE POWER OF ONLINE REVIEWS
11 a.m. – Noon
Reputation is everything in business. Showing customers that a business is trustworthy and transparent is key to success. The Review Solution to share how online reviews greatly influence consumers’ behavior.
July 16, 2026
ASPIRE GOLF OUTING
7:30 a.m. – 7 p.m.
Spend a warm summer day networking with local businesses on the beautiful rolling fairways at Dye’s Walk Country Club. Make valuable business connections and enjoy plentiful food and drink.
July 21, 2026
BAGI GOLF CLUB OF INDIANA
10 a.m. – 5 p.m.
The Builders Association of Indianapolis (BAGI) July golf outing is held at Golf Club of Indiana, Lebanon.
July 22, 2026 $
BBB BIZBRIDGE
The Business Bullpen
12:30 p.m. Gates Open
1:30 p.m. First pitch
Join fellow BBB Accredited Businesses for an afternoon of networking and baseball at Victory Field. Enjoy views form an exclusive suite with complimentary food and drinks. Space is limited. $60/ticket.
Aug. 11, 2026
BBB BIZBOOST: STAIRSTEPS TO GROWING SALES
11:30 a.m. –1 p.m.
While acquiring new customers is often seen as the primary strategy for business growth, it can be costly and yield unpredictable results. Instead, focusing on your existing customer base can be a more efficient and reliable way to increase revenue.
Webinar
$ Paid event
A Leadership Johnson County event Golf
