NYC BBB Networking Breakfast
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NYC BBB Networking Breakfast Improving the Health of Your Business > Claire Rosenzweig President & CEO, BBB Serving Metropolitan New York > Susan McMillan Senior Vice President, Business Development & Relationships > Brian Rauer Executive Director, BBB of Mid-Hudson & Long Island General Counsel, BBB of New York > March 2, 2010
Transcript of NYC BBB Networking Breakfast
NYC BBB Networking BreakfastImproving the Health of Your Business
> Claire RosenzweigPresident & CEO, BBB Serving Metropolitan New York
> Susan McMillanSenior Vice President, Business Development & Relationships
> Brian RauerExecutive Director, BBB of Mid-Hudson & Long IslandGeneral Counsel, BBB of New York
> March 2, 2010
Improving theHealth of Your Business
The BasicsMission
Strategic Plan
Business Plan
Measure Your Effectiveness (ROI)
Marketplace Insights — The Levels of Trust
Customer Service
KnowledgeGood Business PracticesOperations, investments, credit
BBB Standards for Trust
& BBB Accreditation
The Current Marketplace
Consumer trust is declining> Trust in businesses has fallen
in 13 out of 15 industries
> Overall consumer trust is down14 percent
Consumer complaints are increasing
Marketplace Insights
Economics of Trust
Consumers who trust you…> Spend more
> Repurchase
> Buy additional items
> Generate positive word of mouth
The Levels of Trust
The Value of Trust
TRUST = +Speed Cost
The Levels of Trust
Institutional Mistrust
“The greatest source of inefficiency for most organizations is conflict and mistrust in working
relationships. The process to build trust is to actively seek out others’ needs and make sure
they’re being met.”
- Shay McConnonco-author of “Conflict Management in the Workplace”
The Levels of Trust
Customer Service
> Listen to the customer.If you are talking, you aren't listening. Listen actively, to understand the main points and show that you hear what is being said.
> Don't run away from anger, and don't respond with anger.Say you are sorry that something made the customer unhappy, and offer to help solve the problem.
> Make sure you understand the customer's complaint.Summarize what you think you heard and ask the customer if that is what he or she means.
> Ask the customer to tell you exactly what kind of solution he or she wants.Be friendly and sympathetic.
> Offer some kind of solution.If you can't offer everything the customer wants, try to provide a solution that will make the customer feel better about your business.
> Make the customer feel important.Always thank the customer for doing business with you.
These “Good Business Practices” can help you and your employeeshave a positive attitude with benefits for your bottom line:
Customer Service
Get More Money Now
Unlocking YourMoney Potential
- Control credit- Manage cash flow- Use savings wisely- Avoid scammers
Knowledge
By Definition
ACCREDITATION:
to designate officially as meeting
all formal standards; to make
authoritative, credible or reputable
BBB Accreditation
BBB Standards for Trust
> Build trust
> Advertise honestly
> Tell the truth
> Be transparent
> Honor promises
> Be responsive
> Safeguard privacy
> Embody integrity
BBB Standards for Trust
BBB By the Numbers> Total number of BBB Accredited
Businesses to date in New York = over 6,000
> BBB Accreditationapplications Approved in 2009 = 1,502
> BBB Accreditationrevocations = 6
BBB Accreditation
BBB Accreditation
BBB Accreditation
> More than 80 percent of consumers know the BBB brand
> Seven in 10 consumers are more likely to buy from a company designated a “BBB Accredited Business”
Source: Princeton Research, 2007
BBB Accreditation
BBB Online
• The BBB rates five million businesses at www.BBB.org
• 320,000 Accredited
Businesses Nationwide
• BBB.org is considered an authority site by Google, and is # 277 in the list of the Top 500 sites.
BBB Accreditation
New BBB Developments to Help Your Business Health
Susan McMillan
SVP, Business Development & Relationships
Publications forAccredited Businesses
Free Online Search Plug-In to Boost Consumer Confidence
> Works with popular search engines including Google, Yahoo! and Bing
> Links directly to your BBB Reliability Report
> Free!
COMPANY
Address
Phone
COMPANY
Address
Phone
COMPANY
Address
Phone
COMPANY
Address
Phone
Your
Ad
Here!
Your Turn
• Show and Tell — Success Stories– Ideas that worked
• Issues you would like us to address in future BBB events
As you go to work, yourtop responsibility shouldbe to build trust.
- Robert Eckert, CEO, Mattel
The Better Business Bureau Serving Metropolitan New York
Thank you,BBB Accredited Businesses!
