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 oryourbbb@arizonabbb.org

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!

3

4

5

6, 7

7

8

9

10

11

12

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

yourbbb@arizonabbb.org | 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 yourbbb@arizonabbb.org 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 sponsorship@arizonabbb.org.

PLATINUM:

EMERALD:Air Conditioning Plumbing | Solar

BUY • SELL • TRADE10261 N. SCOTTSDALE RD., SCOTTSDALE AZ 85253

SINCE 1971

10

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