Better Business Bureau Serving Central, Northern & Western Arizona
Spring 2017
inside this issue...
Goodbye Networking
Tips to move from networking to
making real connections.
page 9
Torch Awards for Ethics
View photos, winners, and
sponsors of BBB's flagship event.
pages 6 & 7
BBB Welcomes New Board Members
Meet the leaders who recently
joined BBB's Board of Directors.
page 3
® A quarterly newsletter for BBB® Accredited Businesses
Howard Air at BBB's Torch Awards for Ethics
Business Connection
Better Business Bureau Serving Central, Northern & Western Arizona 2 bbb.org 3
2017 OFFICERS:Chair - David Lorenz: First Fidelity BankVice Chair - Ken Bonham: Lucid Agency Treasurer - Mike Bontrager: Adolfson & Peterson ConstructionSecretary - Carrie Young: SRPImmediate Past Chair – Gary Sneed: Desert Schools Federal Credit UnionPresident - Matthew Fehling: Better Business Bureau
DIRECTORS:Kim Anderson-Matich: Anderson Security AgencyMaria Barquin: La Campesina RadioBrian Burt: Snell & Wilmer, LLPRon Cohen: CRC BroadcastingJohn P. Curran: U.S. Postal Inspection Service Rick Dircks: Dircks Moving Services Mike Donley: Donley Service CenterAmbrose Earle: Shamrock Foods Ash Hachmeister: beni.fitTom Higginbotham: Sun Devil Auto Andrew John: John's Refrigeration Heating & CoolingJoe Kelly: Triad Consulting GroupAsst. Chief Michael Kurtenbach: Phoenix Police Dept. Kevin Lange: Reveal Concepts Co.Cheryl Lewis: IsagenixTom Licurgo: Ashley Furniture HomestoresMike McGuirk: ProCopyNathan Mendanhall: Sonora Quest Laboratories Brian Mohr: Y Scouts Curt Morgan (ARAC): Shadow Mountain Auto ServiceGarry Ong: Mu Shu Asian Grill RestaurantsElaine E. Ralls: Commit AgencyLee Scanzano: Cox CommunicationsChris Sharfner: C&J Professional Cleaning ServicesGerald L. Smithson: JLS ConsultingJim Sollenberger: Cue Financial Group, Inc.Bill Verdini: Emeritus Dean ASU/W.P. Carey School of BusinessCelia Waddington: Ignite Creative ServicesTyler Yates: Yates Buick GMC
YAVAPAI COUNTY ADVISORY COUNCIL
OFFICERS: Chair - David Barrett: Barrett Propane Vice Chair - Susan Abbott: Home Instead Senior Care
MEMBERS:David Franz: Ridgeline Builders, LLCSteve LaFleur: Prescott Import Car Service Connie Manning: Prescott AAA Arizona
BBB INSTITUTE FOR ETHICS
OFFICERS:Chair - Bill Verdini: Emeritus Dean ASU/W.P. Carey School of BusinessVice Chair - Gary Sneed: Desert Schools Federal Credit UnionTreasurer - Brian Burt: Snell & Wilmer Immediate Past Chair - Larry Seay: Community Volunteer Secretary - Matthew Fehling: Better Business Bureau
DIRECTORS:Brian Mohr: Y ScoutsPeggy Baker: Community Volunteer Joe Dean: Dean Enterprises Jim Donley: Donley Service Center Tom Fannin: Coldwell Banker Marty Laurel: Community Volunteer Katie Osbourne: Community VolunteerGary Volkenant: Community Volunteer
Independent Legal CounselAndrea Lovell, Ryley Carlock & Applewhite
BBB BOARD OF DIRECTORS
STANDARDSTRUSTfor
Build Trust Establish and maintain a positive track record in the marketplace.
Advertise Honestly Adhere to established standards of advertising and selling.
Tell the Truth Honestly represent products and services, including clear and adequate disclosures of all material terms.
Be Transparent Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy.
Honor Promises Abide by all written agreements and verbal representations.
Be Responsive Address marketplace disputes quickly, professionally, and in good faith.
Safeguard Privacy Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of consumers regarding the use of their information.
Embody Integrity Approach all business dealings, marketplace transactions and commitments with integrity.
standards.arizonabbb.org
BBB Welcomes New Board Members
Need Our Help?
Call BBB’s Accredited Business Support Team at (844) 220-8730 [email protected]
Live Chat at bbb.org
THANK YOUfor committing to BBB’s
In This Issue...
New Board Members
Connecting with Businesses & Consumers in Arizona
BBB's Most Violated Standard
Torch Awards for Ethics Recap
State Resources to Grow Your Business
BBB Experts
Leadership Lesson
Social Media Messages to Promote BBB Accreditation
Thank You Media Sponsors
Mark Your Calendars!
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2016 Winner
BBB welcomes new industry expertise to its 2017 board of directors ranging from law enforcement and
security to commercial cleaning and health and wellness.
David Lorenz, vice president and commercial relationship manager with First Fidelity Bank is BBB’s 2017
chairman, while Ken Bonham, partner at Lucid Agency, serves as vice chair. Mike Bontrager with Adolfson
& Peterson Construction, Carrie Young with SRP and Gary Sneed with Desert Schools Federal Credit Union
complete the board’s executive committee.
“Thanks to strong board leadership, our BBB relocated to a 30,000 foot campus in Central Phoenix last
February. In the last year, we've become a meeting destination for local businesses and have created nearly 40
new jobs,” BBB President/CEO Matthew Fehling said. “I could not ask for a more engaged group of professions
to help BBB ‘move the needle.”
Additionally, four Arizona business leaders join the 33-person, nonprofit board bringing diverse industry
expertise. New BBB board directors include:
Kim Anderson-Mattich Anderson Security Agency, Ltd.
Asst. Chief Michael Kurtenbach, Phoenix Police Department
Cheryl Lewis, Isagenix Chris Sharfner, C&J Professional Cleaning Services
®
ETHICAL
Scholarship
Thank You
BBB Ethical Athlete Scholarship Title Sponsor
bbb.org 5Better Business Bureau Serving Central, Northern & Western Arizona 4
Connecting with Businesses & Consumers in Arizona
Ethical Athlete Bailee Liska from Lake Havasu High School
Accredited Businesses learning at BBB University in Prescott
2nd Encuentro Empresarial business expo
AZ Hispanic Chamber of Commerce’s Power of the Purse with Nely Galan
Ethical Athlete Sarah J. Schott from Prescott High School
Joint seminar with Kingman Chamber of Commerce
Accredited Business Realty Executives Lake Havasu City
Ribbon cutting with Prescott Chamber Ambassadors
Ethical Athlete Noel Melendrez from Metro Tech High School
Military appreciation event at Arizona Western College
Media interview on Yuma Chamber Chatter Radio
Feng Shui seminar with Cathy Hum
Building a Community of Trustworthy Businesses
BBB’s Most Violated Standard
Build trust, advertise honestly, tell the truth, be transparent, honor promises, be responsive, safeguard
privacy and embody integrity are the eight Better Business Bureau (BBB) Standards for Trust upheld by more
than 11,600 BBB Accredited Businesses in Central, Northern, and Western Arizona. These principles summarize
important elements of creating and maintaining trust in business, but what happens when an Accredited
Business fails to follow these standards? The answer is revocation.
By Brittney Williams, BBB Trade Practices & Investigations Specialist
REVOCATIONS BY STANDARD
TOTAL BBB REVOCATIONS PER YEAR
The most violated standard at BBB — and the
cause for 120 out of 235 revocations in the last three
years — is build trust. When building trust, businesses
commit to establishing and maintaining a positive
track record in the marketplace, a track record that
measures an Accredited Business’ ability to maintain
at least a “B” rating. A company’s rating is impacted
by several factors and one of the factors is being
responsive — another BBB Standard. Fundamentally,
the Accredited Businesses that fail to be responsive to
complaints, end up receiving a rating lower than a “B,”
resulting in revocation of accreditation. Revocations
are cited on BBB Business Profiles for one year and
companies are not eligible for BBB Accreditation for
one year.
BBB Accredited Businesses can avoid revocation by:
Being responsive. Promptly answer and make
a good faith effort to resolve complaints or issues
presented by customers.
Looking for trends. Review consumer feedback
and address issues as they occur. Don’t allow issues to
become a pattern of complaints.
Doing the right thing. Follow through on promises
and comply with agreements resulting from the BBB
dispute resolution process, including mediation and
arbitration.
®
ACCREDITEDBUSINESS
Contact Your BBB Accredited Business Support Team
[email protected] | 602.264.1727 | Live chat at arizonabbb.org
*Restrictions may apply
bbb.org 7Better Business Bureau Serving Central, Northern & Western Arizona 6
State Resources to Help Grow Your Business
A rizona’s business community
is fortunate to have many resources
focused on its growth and
success, but at times, it can be
overwhelming to learn about the
many programs and tools available.
Below are three of a wide-range of
programs offered by the state of
Arizona to help small businesses
succeed.
The City of
Phoenix Small
Business Enterprise
Program provides
certification,
procurement opportunities,
construction and subcontracting
utilization, small business
management and technical
assistance, as well as education
services and networking
opportunities.
Take Action: Register as a Small
Business Enterprise (SBE) firm to
participate in the City’s Reserve
Contract program, where select
goods and general services
contracts are reserved for
competition only among SBE firms.
The Arizona Commerce Authority leverages existing programs, provides technical assistance, and develops strategic partnerships to help Arizona’s companies grow in revenue, create jobs, and increase capital investment in the state.
Take Action: Complete the “I am an
existing Arizona business” checklist
to learn about financing, employee
and job training programs,
manufacturing assistance, and
business counseling options.
The Small
Business
Development
Center (SBDC)
offers existing
businesses advising and training
through counseling sessions and
workshops. SBDC also helps
qualified companies prepare
proposals for competitive grant
programs that award funding for
research and development that has
potential to commercialize new
technologies.
Take Action: Complete an
electronic request for counseling
to learn about the Small Business
Innovation Research and Small
Business Technology Transfer
federal grant programs — among
other resources.
CATEGORY 1 WINNER
CATEGORY 4 WINNER CATEGORY 5 WINNER
CATEGORY 3 WINNERCATEGORY 2 WINNER
®
FinalistsAmerican Vision Windows .
George Brazil Air Conditioning & Heating
FinalistsLarson Air Conditioning
.
Southwest Svs Company
FinalistsBenefit Logic, Inc. .
Spa Lamar
FinalistsArizona Foundation Solutions, LLC .
Two Men & A Truck - Scottsdale
FinalistsArrowhead Honda
.
Dircks Moving & Logistics
Celebrating local companies that demonstrate integrity and a strong commitment to ethics in
all they do.
torchawards.arizonabbb.org
Thank You 2017 Awards Sponsors
Arizona Interscholastic Association
ASU Lincoln Center for Applied Ethics
Donley Service Center
First Fidelity Bank
George Brazil Air Conditioning & Heating
Howard Air
Lucid Agency, LLC
WebPT
Platinum Sponsors
Silver Sponsors
Education Sponsor
Hospice of the Valley
Copper Sponsors
Bill Verdini Professor Emeritus ASU
Integrity Summit
Bronze SponsorsArrowhead Honda
Sun Devil Auto
Event Sponsor
Gold Sponsors
A/V Sponsor
Video Sponsor
Radio Sponsor
BBB Torch Awards for Ethics Photos by Peter Jordan Photography
bbb.org 9
DID YOU KNOW?
*Statistics from January 1 through March 31, 2017
571 BBB Accredited
Business applications
accepted across Greater
Arizona
33 BBB Accredited
Business applications
denied for not meeting
BBB’s standards
7,309 BBB Customer
Reviews submitted for
local businesses
6 businesses revoked
for failure to meet
BBB standards
1,034, 509 BBB
Business Reviews
requested
Better Business Bureau Serving Central, Northern & Western Arizona 8
Q: How can I get customers to leave reviews?
A: A great way to get reviews is to make it part of the transaction process. Train your
employees to ask for reviews right after they make a purchase and make it easy for your
customers to submit. Include a link on your receipt or invoice, send a thank you email
requesting feedback, or text a friendly reminder to rate your business. BBB offers a
Customer Review Toolkit with additional tips on how to get more reviews.
Chuck Avery, Accredited Business Engagement Specialist
BBB Experts Answer Your Questions
Q: Why does my complaint still show on my Business Profile if it has been resolved?
A: Resolved complaints show consumers that you are responsive to issues and gives them
a better understanding of how your business operates and handles difficult situations. All
reportable complaints submitted to BBB remain on your Business Profile for up to three
years, regardless of the outcome.
Michelle Marin, Conciliation and Engagement Specialist
Have a question? Email [email protected] with subject line: “Ask the Experts.”
Leadership Lesson: Goodbye Networking, Hello Connecting and Five Ways to Do It
Connecting vs. networking. You
mean there is a difference? Definitely.
Going to networking meetings,
quickly meeting a bunch of people,
and being a packrat for business
cards is passé. In connecting,
quality beats quantity. Depth is the
difference.
“Connectors” are those who
value meeting new people, getting
to know them, building meaningful
relationships, and offering to be
helpful. This is the ascendant realm of
great leaders. Meaningful matters.
Meet the Connector
Connectors have a large number
of professional and personal contacts
and know people from diverse circles
– professional, social, cultural, and
economic. They are a hub at the
center of a socio-business exchange
and willingly make introductions
because they want to help others.
Connectors have an “inner radar” that
can match the right people for the
right reason. If they had a motto it
would be, “Bringing people together
for something good.”
Leaders who are strong
connectors value the “why” of
building significant business
relationships because they know
information and resources are
exchanged and there is a larger
opportunity to help others.
Tom Zender (right) writes a weekly column about leadership and other business topics for the Phoenix
Business Journal. tomzender.com
Five Tips to be an Effective Connector
Here are
the key tenets
of successful
connectors:
1. Be a friend – when meeting new
people listen a lot and talk some. Get
to know each other by sharing career
and personal stories and then trade
contact information.
2. Be approachable – when others
ask for help, give them your attention
and actively listen to understand. Be
open-minded.
3. Be a curious – ask good
questions to get to know them and
uncover their skills and connections.
Pay attention to their needs.
4. Be a mentor – actively offer to
be a guide, make useful suggestions,
and provide valuable resources to
your connections. They will tend to
do the same for you.
5. Be a connector – seek out other
connectors to build a web of valuable
resources.
The Bottom Line
Be a connector. Avoid being a
networker or business-card-collector.
Build quality connections rather
than focusing on quantity. As a good
connector, be friendly, approachable,
curious, and mentor and connect with
other connectors. Synergy is key.
Previously published in the Phoenix Business Journal on March 31, 2017.
bbb.org 11
Absolute Comfort Heating & Cooling . Advanced Auto Service & Tire Centers All Seasons Retractables . Alert Cleaning Services, Inc. . Arizona Kitchens by Max A Smooth Move . Austin Fleck Property Management . AZHomeBuyer.com Azex Pest Solutions . Basurto General Contractor . Berge Ford . Brewer’s Air
Conditioning & Heating, Inc. . Capstone Roofing . CBN Building Maintenance
Champ’s Auto Repair Service . Dusty Creek Builders, Inc. . Earth Water Fire
Ed Whitehead’s Tire Country . Fixtures Done Right LLC . Goodmans Interior
Structures . Hobaica Services, Inc. . JC Tarasco Construction & Painting . Joseph’s
Coat Painting . Kelly Clark Automotive Specialists . Kino's Painting & Remodeling
Landscape Authority, LLC . Linda Booker Realty . Lodi Garage Doors and More
MasterTech Pest Solutions . Metro Movers . Monsoon Roofing . P.J. Hussey &
Associates, Inc. . PrivEnergy Group . Randall J. Craig Attorney at Law . Renco
Roofing . Sam’s Auto Body . Savage Air Conditioning, Inc. . Sexton Pest Control
S&S Southwestern Management . True View Windows . Velarde Floor Covering Viking Pest Control
BRONZE & COPPER:
DIAMOND:
ADAMSREFRIGERATION CO.
SINCE 1947
Thank You BBB Media Sponsors
SILVER:
GOLD:
BBB Sponsorship
FAQsWho can be a media sponsor?
All BBB Accredited Businesses
are welcome to participate in
media sponsorship.
What’s included in sponsorship packages?
In addition to the annual
accreditation fee, sponsorship
packages offer a variety of
advertising options. Packages
can be an affordable addition to
your marketing plan as different
forms of advertising are offered
like online directory ads, website
banners, radio, TV, and outdoor
ads, as well as customer survey
cards.
What does BBB do with the money it gets from sponsors?
Sponsorship fees help cover
advertising costs associated
with our packages. Additionally,
it supports BBB in fulfilling core
services, like guiding consumers
to spend money wisely.
How can my business become a sponsor?
We would be happy to set an
appointment to review which
sponsorship package would be
the best fit for your company.
Call us today at 602-240-3999 or email [email protected].
PLATINUM:
EMERALD:Air Conditioning Plumbing | Solar
BUY • SELL • TRADE10261 N. SCOTTSDALE RD., SCOTTSDALE AZ 85253
SINCE 1971
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BBB Business & Community CenterFree* rooms for meetings, presentations, trainings, and events.
reservations.arizonabbb.org
9 Social Media Messages to Promote Your BBB Accreditation
1. [Company] has been a BBB Accredited Business for
over (# of) years.
2. [Company] earned BBB Accreditation since (year).
3. Our company meets BBB Standards for Trust.
4. Check out our grade with BBB.
5. We’ve just received a positive review from a consumer on BBB. Check it out. (provide screenshot of
review or link to review)
6. Tell us how we did? Submit a Customer Review
with BBB.
7. We meet standards required by BBB for
accreditation.
8. Our company earned BBB's Trust Seal.
9. We are committed to living up to the BBB Code of
Business Practices.
Host Your Next Event at BBB!
*some restrictions may apply
reservations.arizonabbb.org
Benefitting BBB Institute for Ethics Programs
27TH ANNUAL
INTEGRITY GOLF CLASSIC
The Legacy ResortWednesday, October 11, 2017 ~ 10:30 A.M. Shotgun Start
golf.arizonabbb.org
RaffleAuctionBuffet
ContestsPrizes
$250 per player
$1,000 per foursome
Better Business Bureau Serving Central, Northern & Western Arizona 12
®
Better Business Bureau® Serving Central, Northern & Western Arizona1010 E. Missouri AvenuePhoenix, Arizona 85014
Unless otherwise indicated, all events take place in the Phoenix area. Seminars are free. Register at events.arizonabbb.org.
Mark Your Calendars! Upcoming Educational & Signature Events
may
17 | BBB Open House Celebrating 79 Years (Phoenix) from 4 to 7 p.m.
25 | How to Use Your BBB Accreditation to the Max from 11:30 a.m. to 1 p.m. Presented by Faustine Chan from BBB
june
7 | How to Develop a Great Company Culture from 11:30 a.m. to 1 p.m. Presented by Mike Arce from Loud Rumor
14 | How to Use Your BBB Accreditation to the Max (Lake Havasu City) from 11:30 a.m. to 1 p.m. Presented by Faustine Chan from BBB
28 | How to Hire the Right Fit Employee from 11:30 a.m. to 1 p.m. Presented by Jaimie Gracyk from Mountain States Employers Council
connect.arizonabbb.org
August 24 | Ethics Symposium from 7:30 to 10 a.m. Presented by Dory Gosar from BBB and past BBB Torch Awards for Ethics winners and judges