ANNUAL REPORT

2014

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As your BBB embarked on its next 100 years of fulfilling its mission of advancing marketplace trust, it focused on remembering its roots, while taking a giant leap into the future. In 2014, BBB services to the public increased more than ever before, showing that your BBB is not only continuing to grow in relevance, but in awareness as well.

BBB helps people find and recommend businesses, brands, and charities they can trust. In 2014, your BBB hosted more than 600,000 website visits and provided more than 800,000 BBB Business Reviews on more than 32,000 local businesses. In addition, people clicked through more than 3,700 times on BBB Dynamic Seals on BBB Accredited Business websites. These are people checking to verify a business’ BBB Accreditation status.

In keeping with today’s marketplace demands , your BBB launched consumer reviews in 2014, giving consumers the voice they need to share experiences outside of our complaint process. The program continues to grow, with over 700 reviews posted so far at www.bbb.org/tucson.

In 2014, your BBB continued its focus of promoting BBB Accredited Businesses throughout its five county service area. BBB touched thousands of people through print and outdoor advertising mediums. BBB also partnered with media outlets, sharing messages from educational tips to scam alerts and hard-hitting investigations. BBB continues to be your key advisor, most reliable evaluator, and most objective expert on the topic of trust in the marketplace.

2014 was another award-winning year. Your BBB was again recognized as a leader in the BBB system by bringing home two awards from the international assembly recognizing our growth. In 2014 your BBB grew to over 2,800 accredited businesses.

More and more businesses are seeking BBB Accreditation as the standard under which businesses must operate - The Standard of Trust - and your local BBB continues to be one of the largest business associations in southern Arizona.

These accomplishments would not be possible without strong support from the business community, a forward-thinking Board of Directors, and a dedicated staff.

In closing, I want to express my gratitude to all BBB Accredited Businesses for your ongoing dedication to BBB’s mission of advancing marketplace trust.

On behalf of the BBB Board and staff, I am honored to present this year’s Annual Report.

A message from the CEO

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BBB STANDARDS FOR TRUST

Build TrustEstablish and maintain a positive track record in the marketplace.

Advertise HonestlyAdhere to established standards of advertising and selling.

Tell the TruthHonestly represent products and services, including clear and adequate disclosures of all material items.

Be TransparentOpenly identify the nature, location, and ownership of the business, and clearly disclose policies, guarantees and procedures that bear on a customer’s decision to buy.

Honor PromisesAbide by all written agreements and verbal representations.

Be ResponsiveAddress marketplace disputes professionally, quickly, and in good faith.

Safeguard PrivacyProtect any data collected against mishandling and fraud, collect personal data only as needed, and respect the preferences of consumers regarding the use of their information.

Embody IntegrityApproach all business dealings, marketplace transactions and commitments with integrity.

For every 20 new Accredited Businesses1 business was denied/revoked BBB Accreditation

Your BBB Maintains32,208 Business Reviews

BBB Accredited Businesses in Southern Arizona2,806

For over 60 years, local businesses have supported and shared BBB’s core mission and values. Here we take a closer look at our Accredited Businesses in 2014:

Your BBB Serves Five Counties in Southern ArizonaPima, Santa Cruz, Cochise, Greenlee and Graham Counties

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An ethical marketplace where buyers and sellers trust each other.

OURVISION

BBB’s mission is to be the leader in advancing marketplace trust.

OURMISSION

YOUR BBB

Your BBB’s social networking presence continues to grow. We are on Facebook, LinkedIn, Twitter, and now Instagram. We want you to be a part of our network! Check out event invitations, photos, and our daily topic on our Facebook page and follow us on Twitter for scam notices and news articles. Also, meet fellow Accredited Businesses via the Tucson BBB LinkedIn group where you can share an idea and start discussions.

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YOUR BBB

1266

STAY CONNECTED

1776 301

SOCIAL MEDIA REACH

FACEBOOK FANS TWITTER FOLLOWERS

LINKEDIN GROUP MEMBERS

632,236 VISITS TO BBB.ORG/TUCSON

730 CUSTOMER REVIEWS

564 AIRMEN EDUCATED THROUGH THE BBB MILITARY LINE PROGRAM

52 PRESS RELEASES

544 EARNED MEDIA MENTIONS

VISIBILITY 2014

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MARKETPLACE IMPACT 2014

817,563 Business Reviews RequestedThis year, consumers turned to bbb.org/tucson more than ever to get a report on various businesses in Southern Arizona. 2014 saw a 28% increase over prior year in consumers using our free reviews to see all of the important information about businesses including; letter grade ratings, contact information, licensing, complaint detail, government actions, and advertising concerns that BBB has for companies.

131,814 Accredited Business Directory ViewsThe BBB online directory of Accredited Businesses provides access to the business’s rating, business review, the eQuote feature and important contact information. Consumers can narrow their search by geographic location as well as industry specialties.

3,736 Accredited Business Online Seal ClicksEach BBB Accredited Business can download its own dynamic seal for its website, which displays the company’s current BBB letter grade rating, a validation of authenticity, and links directly to its BBB Business Review.

3,702 eQuotes Sent to Accredited BusinessesAn extraordinary benefit for Accredited Businesses, our eQuote program grew by 108% this year! BBB’s free eQuote program allows consumers to find a trustworthy company to do business with by sending a request for a quote or proposal to any of the BBB Accredited Businesses in that industry. Consumers fill out a simple form that gets emailed directly to our Accredited Businesses.

TOP 10 INQUIRED ABOUT INDUSTRIESAir Conditioning Contractors & Systems

Roofing ContractorsContractors-General

Plumbing ContractorsEstate Planning & Management

Auto Repair & ServiceAuto Dealers-Used CarsLandscape Contractors

MoversPest Control Services

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2,591 Complaints ProcessedBBB offers free conciliation by the collection of factual information from both the consumer and business, to encourage open communication and facilitate discussions leading to a resolution of a dispute. In 2014 your BBB processed 12% fewer complaints than prior year.

31 Advertisement Review CasesBBB monitors local business advertising and challenges any potential false or misleading ads in an attempt to assist businesses in following both BBB & Federal Trade Commission guidelines. We encourage businesses and consumers to bring these ads to our attention for possible review.

18 Investigations into Business PracticesOnce BBB is made aware of a business whose business practices are called into question we contact the business itself, their consumers and in many cases even other state or local agencies to try to gather information. Depending on the outcome of the investigation, we forward our findings and collaborate with local law enforcement to expand the investigation, and in other cases we issue press releases and add custom text to their BBB Business Review Page to alert the members of our community.

12 Arbitration Hearings Facilitated by BBBIf our free conciliation process does not solve a dispute, BBB offers alternative dispute resolution methods: mediation or arbitration. In arbitration, the business and its customer both present their case to an independent, trained arbitrator who will render a decision enforceable in court.

TOP 10 COMPLAINED ABOUT INDUSTRIESFurniture-RetailAuto Dealers-New CarsAuto Repair & ServiceProperty ManagementWork-At-Home CompaniesAuto Dealers-Used CarsApartmentsTimeshare Resale and Rental MarketingReal EstateAir Conditioning Contractors & Systems

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YOUR BENEFITS 2014

BBB ACCREDITED BUSINESS SEALAdd the highly recognized seal to your print advertisements and the dynamic version to your website and give your consumers peace of mind that you are a trustworthy company.

BUSINESS LOGIN PAGEUpdate company information, find out about the latest BBB events, renew your Accreditation, and access seals and logos for your website and advertising materials.

ALTERNATIVE DISPUTE RESOLUTIONThis free service helps you resolve complaints quickly through binding arbitration or non-binding mediation services. Save costly legal fees and your valuable time.

EQUOTE PROGRAMThis lead-generating program exclusively for BBB Accredited Businesses means new business for you. Consumers request information or a specific job quote on our website, and we send those requests directly to the email address you provided.

CUSTOMIZED BUSINESS REVIEWSUpload photos and a video; include maps and directions, details on products and services, hours of operation, service areas, and much more. We deliver nearly 1,800 business reviews a day, 24-hours a day, 7 days a week via our consumer help line and at bbb.org.

ADVERTISING REVIEWAt your request, BBB will review your company’s advertising free of charge to ensure compliance with BBB Code of Business Practices.

DIRECTORY OF BBB ACCREDITED BUSINESSESConsumers looking for a business in your industry can find a complete alphabetical listing in BBB’s online directory on our website. Each listing includes a link to your company’s BBB Business Review, website, email and a map of your location, as well as a link to equote.

ONLINE SPONSORSHIPSIncrease your Accredited Business’s exposure to the highly qualified consumers visiting our website or searching on Google. The online sponsorship program provides exclusive placement of your businesses logo on our website, directory or on Google search results.

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NEW IN 2014

Mention customer reviews- or well-known websites such as Yelp- around any group of business people and you’re sure to get a variety of impassioned opinions. Some businesses love them, and some businesses hate them. Regardless of how businesses and consumers feel about online reviews, the cold-hard

a fake review from doing so.

Businesses will have to verify

who customers are, too: After a customer has verified his or her identity, the review will be sent to the business so the business owner can verify that the reviewer really was a customer. This might seem like it could go wrong – after

past, BBB’s website has included few positive stories about businesses. After all, the complaints we publish are seldom positive, and BBB doesn’t recommend companies to customers. With BBB Customer Reviews, people will be able to share their good experiences with businesses, too.

Customer Reviews give you fact is that they’re here to stay.

That’s why in 2014 we decided to provide the consumers we serve with BBB Verified Customer Reviews in Southern Arizona

The good news? Our review process is different from many, well known review sites.

Customer verification will

make BBB Customer Reviews

trustworthy: Before a review can be posted, the reviewer has to verify an email address (even though the reviewer won’t be identified in the review). This extra verification step will dissuade people who might otherwise want to post

all, if a business owner doesn’t like the review, he or she could just say that the reviewer was never a customer! Happily, we have already thought this one through. Customers can send us proof of the transaction in question if the business doesn’t acknowledge them.

Businesses get a chance to

respond to BBB Customer

Reviews: The Customer Reviews also will include a company’s comments – if it wants to add any – following the reviews. This will give people researching the business a sense of each sides’ perspective.

Customer Reviews include

positive feedback: In the

opinions you might not hear

otherwise: By agreeing to write a customer review, customers give up their right to file a complaint with BBB about their interaction with the company. People who aren’t looking for a resolution are less likely to go through the entire complaint process with BBB, so a review gives them the option to provide feedback, good or bad.

2014 Review Stats

Total: 730Positive: 556Neutral: 22Negative: 152

To learn more or write a review, visit bbb.org/tucson.

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HIGHLIGHTS 2014

2014 TORCH AWARDSThis year, 9 businesses were honored at a luncheon in front of 300 business leaders. Ethics, customer service and community service were celebrated.

YOUR BBB RECEIVED 2 NATIONAL AWARDSAt the 43rd Annual International Assembly of Better Business Bureaus held in New Orleans your BBB was recognized for the Highest Number of New Accredited Businesses and Highest Total Dollar Value for our size category.

BBB ONLINE DIRECTORY OF ACCREDITED BUSINESSESThe BBB online directory-a listing exclusive to our Accredited Businesses-was accessed a record 130,000 times.

CUSTOMER REVIEWSIn 2014, your BBB began accepting customer reviews on our website giving consumers even more information about a business to make a well-informed buying decision. Consumers will be able to post their experience with a business and rate their overall experience on a positive, neutral, or negative scale and the business will be able to post a response. We posted over 700 verified consumer reviews in 2014.

BUS WRAPYour BBB was seen around Tucson on SunTran buses this year, letting consumers know to check before they buy.

NEW SEARCH FUNCTIONThe BBB website received a very important upgrade in 2014, a greatly improved search function! Now users will be able to more easily search the website for businesses, news articles, and charities by using the upgraded smart search function.

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AT A GLANCE 2015LOOK FOR THE SEALOur “Look for the Seal” campaign will be seen all over Southern Arizona and will remind consumers to make sure to check with the BBB before making any important transaction decisions, and encourage business owners to become accredited.

BBB CHAMPIONSIn 2015, BBB will be kicking off an advocate program designed to get our Accredited Businesses more involved in mentoring our newest Accredited Businesses and recognizing those who are helping to spread the word about the work of the BBB.

NEW COURSESYour BBB will be offering some new courses on a variety of subjects such as what to keep in an HR file, how to increase profit in three months, and social media reputation management to name a few. See the back page of this report for dates.

NEW EVENTSIn 2015, your BBB will be offering a variety of quarterly networking events to help our Accredited as well as Non-Accredited Businesses mingle and make new contacts. See the back page of this report for dates.

FOCUSED OUTREACHYour BBB is strengthening its strategic partnerships with other business organizations in Southern Arizona to help spread the word about the connected missions of promoting local business. This outreach includes taking our business ethics message into area high schools.

ELLER COLLEGE OF BUSINESS AND CENTER FOR LEADERSHIP ETHICSThe BBB’s relationship will also continue and grow in 2015 with Eller College and the Center for Leadership Ethics. Offering more resources for businesses who are doing business the right way.

BBB DEALSAccredited Businesses will have the opportunity to participate in a BBB supported program to offer discounts to consumers through the BBB website. This will be another advantage of accreditation coming in 2015.

LOOK FORTHE SEAL.

bbb.org

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THANK YOU2014 Board of Directors

Your support & leadership is crucial and we are grateful for all the time and talent you bring to BBB.

ROSEMARY BECKCHAIRTimeTrak Systems of Arizona

KRISTA MILLERTREASURERThe Solar Store

FRED ADLERVICE CHAIRSuncrest Wealth Management

ALAN SCHULTZIMMEDIATE PAST CHAIR

CINDY K. SCHMIDT SECRETARYSnell & Wilmer, LLP

MARC MONTIJOCOUNSELJ Marc Montijo Law Office

OFFICERS

KYM ADAIRNova Home Loans

DEAN KELLYAlliance Bank of Arizona

ART BLUENextrio

MARGIE LANNONHomewatch CareGivers of Tucson

REBA KALILKalil & Associates

ALAN LEFFLERJan-Pro Cleaning Systems

STEPHEN RACEOne Call Cleaning

FRANK ROBLESDesert Sports & Fitness/Snap Fitness

STEVEN C. WAGNER, JD, CPABeachFleischman PC

DIRECTORS

DON PARKHURSTEx-Officio

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