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StartWith
Trust®
®
Better Business Bureau® serving Northwest Florida
2015Annual Report
Your BBB®|Northwest Florida
BBB StaffNorman Wright,
President/CEO
Tammy Ward, Communications Director
Mary Gallaher, Operations Manager
Tammy Fowler, Senior BBB Senior Specialist
Tammy Galligher, BBB Specialist
Renee Smith, Business Relations Specialist
Patrick Scanlon, Business Relations Specialist
Vicki Taylor, Business Relations Specialist
Bill Horne, Business Relations Representative
Better Business Bureau serving Northwest Florida is pleased that so many businesses continue to show their belief in the value of the BBB by sup-porting its services to consumers and business-
es. In 2015, BBB services to the public held steady with the past few years, showing that your BBB continues to be relevant.
This past year consumers continued to utilize the resources offered by your BBB. While we provide many diverse services, from varied informational and educa-tional programs to complaint handling and dispute resolution, all are focused on creating an ethical marketplace where buyers and sellers can trust each other.
Locally, consumers accessed 568,495 business reviews, and we helped resolve 1,231 complaints. With more than 4 million impressions through local media partnerships, thus proving that your BBB’s ever-relevant value to the public continues to be strong.
These numbers speak volumes as to the continued trust consumers place in BBB to help them find businesses who are ethically-focused. This number also affirms the value of being an Accredited Business and reiterates the continued role the BBB logo plays in consumer purchasing decisions.
Over 1,700 BBB Accredited Businesses remain committed to ethical business practices and are demonstrating this commit-ment every day when they display the BBB logo in their busi-ness.
Overall, growth continues, and retention is strong, as we con-tinue to advocate in the marketplace. On behalf of BBB, I thank you for your continued support, and want you to know BBB is committed to serving businesses and consumers in our area.
Sincerely,
Norman Wright President and CEO
Board of DirectorsExecutive Committee
Chairperson Carroll Scarborough Pen Air Federal Credit Union
Vice Chair Eddie Hill Awards Masters Prosperous IM Secretary David DelGallo Advanced Construction Services Treasurer Will Clause Doodlebuggers
Legal Counsel Kerry Ann Schultz Fountain Schultz & Associates, P.L.
Past Chair Fran Crumpton Gulf Coast Trade Exchange
Directors
Scott Burton Cox Communications
Steve Fifer State Farm Insurance
Sparkie Folkers Retired
Mary Hoxeng Cat Country 98.7/News Radio 1620
Ted Kirchharr Landrum Companies
Alan Moore Fisher Brown Bottrell, Inc
Tom Ninestine Pensacola News Journal
Dave Reed Dave Reed Insurance
Scott Schroeder WPNN Radio 970
Tim Stronko Gulf Power
Jeff Vannoy Vannoy’s Tires
Matt Wegner Edward Jones
Robert Wilkos Roussos Air Conditioning
John Williams John Williams Construction
Greg Yordon Beltone Hearing Center Panama City
Top 10 Complained About Industries1. Travel Agencies & Bureaus2. Auto Dealers- New Cars3. Auto Dealers - Used Cars4. Vacation Rentals5. Telemarketing Services6. Real Estate7. Auto Repair & Service8. Gun Dealers9. Furniture - Retail10. Roofing Contractors
Top 10 Inquired About Industries1. Roofing Contractors2. Travel Agencies & Bureaus3. Vacation Rentals4. Heating & Air Conditioning5. Auto Dealers - Used Cars6. Home Builders7. Auto Repair & Service8. Contractors- general9. Real Estate10. Construction & Remodeling
Services
Accredited Charities ¾ Catholic Charities of
Northwest Florida, Inc. ¾ Council on Aging of West
Florida ¾ Gulf Coast Kid’s House ¾ Ronald McDonald House
Charities of Northwest Florida ¾ United Ministries ¾ United Way of Escambia
County ¾ Waterfront Rescue Mission ¾ West Gadsden Historical
Society 2011 2012 2013 2014 2015
Instances of Service
BBB Accredited Business Rosters
Complaints
158
,05
8
2011 2012 2013 2014 2015
2011 2012 2013 2014 2015
0
100,000
200,000
300,000
400,000
500,000
600,000
700,000
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
2,400
2,500
2,600
2,700
2,800
2,900
3,000
68
9,7
98
116
,174
2,6
67
Your BBB, working for you
VisibilityYour BBB introduced or improved the following benefits for BBB Accredited Businesses:
Customer Reviews: Your customers can post a review of your business on your BBB Business Review. Over the years, Accredited Businesses have asked for a product that allows their customers to share all opinions, including positive experiences. The customer review includes the written review of the business, a rating of the overall experience with the business, and asks the reviewer if he or she would recommend the business.
BBB ScamTracker: Advancing marketplace trust is what BBB is all about and shedding light on schemes and fraud is another way BBB helps promote a more ethical marketplace. BBB Scam Tracker is an interactive tool for consumers throughout the U.S. and Canada to report scams and fraud, and for BBB to collect and track that information in a meaningful way. The BBB Scam Tracker website enables consumers to report a suspected scam and view scam details reported by others. Scam reports can be sorted to reveal trends over time and by location. As of December 31, 2015 13,216 scams had been reported.
Co-op advertising: Your BBB|Northwest Florida once again partnered with the Panama City News Herald and the Northwest Florida Daily News to print a monthly ad. BBB’s portion of the ad includes tips to educate consumers in the marketplace. BBB Accredited Businesses have the opportunity to advertise with reduced rates. Additionally, twice a year, your BBB advertises on local television stations and offers BBB Accredited Businesses the exclusive opportunity to be included in the ad.
CommunicationLighthouse: Your BBB|Northwest Florida distributed 8,500 copies of the quarterly newsletter. With information created specifically for BBB Accredited Businesses and Charities, the Lighthouse includes valuable information about BBB programs and services, business tips and important scam alerts.
Tuesday Tips: Weekly to-the-point tips offer current BBB news releases, scam alerts, information on upcoming events and more. Tuesday Tips will help you in your two roles in the marketplace: as a business leader and as a consumer.
Social media: Stay on top of local BBB news and alerts through Facebook and Twitter and national news through Facebook, Twitter, YouTube and LinkedIn.
In 2015, your BBB|Northwest Florida:
¾ Had a 77% resolution rate on the 2,667 complaints processed in an attempt to resolve disputes between consumers and businesses.
¾ Responded to 689,798 inquiries, including requests for BBB Business Reviews on specific businesses, requests for rosters of BBB Accredited Businesses by industry, processing Request a Quotes for consumers looking for information from BBB Accredited Businesses and more.
¾ Provided 116,174 customers a list of trustworthy local BBB Accredited Businesses by industry.
¾ Welcomed 267 businesses that made a new commitment to BBB’s 13 Standards for Trust and earned BBB Accreditation.
¾ Offered 671 people the opportunity to hear one of 37 educational presentations tailored for them through the BBB Foundation last year.
¾ Opened 49 advertising review cases where local advertising did not adhere to BBB’s Code of Advertising, creating a level playing field.
¾ Directed 9,455 potential consumers from our website to Accredited Businesses websites.
¾ BBB Accredited Business dynamic seals were clicked on 4,471 times directing consumers from an Accredited Business’ website to the business’ BBB Business Review. This is over a 20% increase from 2014.
You are in business to make money. BBB is in business to educate consumers on how and where to spend their money wisely.
Your BBB, working for you
QR Codes: Each Accredited Business has a QR code that links consumers to the company’s Business Review. Add your QR code to advertisements to let consumers instantly look up your Business Review.
BBB Jobs Link: BBB Accredited Businesses can post job openings for free under our Jobs Link, letting job hunters know that a trustworthy business is hiring. Contact Tammy Ward at [email protected] with your applicant/job details and information.
BBB iPhone app: The BBB iPhone App allows consumers to review businesses on the go. Consumers can view the BBB Business Review for the over 19,000 business listings in northwest Florida, complete with BBB rating, contact info, photos and videos for Accredited Businesses, BBB Accreditation status, consumer complaint history, and more.
Dynamic Seal: Your BBB Accredited Business seal is available online to place on your website and Facebook page with a call to action and a direct link to your business review on your BBB website.
Social media
Facebook: Find us locally at
www.facebook.com/nwfl.bbb. Find national news by
searching for “Better Business Bureau US”
Twitter: Get our local tweets at
www.twitter.com/nwflbbb. Find national tweets at
www.twitter.com/bbb_us
LinkedIn: Connect with BBB employees and BBB Accredited
Businesses across the country at www.linkedin.com and
search for “BBB - U.S.”
YouTube: Get information on current marketplace issues at
www.youtube.com/user/BBBconsumerTips
TechnologyBBB mobile site: Our website (nwfl.bbb.org) allows users to find a BBB Accredited Business from their cell phone, PDA or wireless handheld device. The mobile site provides a cleaner “Find a Business or Charity” interface and includes the BBB News Center as well as the ability to find your local BBB office’s contact information.
BBB Business Reviews: As a BBB Accredited Business, you have the ability to upload photos, a video, your hours of operation, and more. Business Reviews make it that much easier for consumers to get information about your business.
Exposure 33 news releases, scam alerts and articles were distributed to over 150 local TV, radio, online and print media outlets. At least 980 times BBB was mentioned in local TV, radio, online and print media news stories with well over 4 million exposures.
BBB Accredited Businesses who included the Accredited Business seal in their own advertisements promoted their own elite standing while increasing exposure for BBB as well.
Mission: To be the leader in advancing marketplace trust
BBB Foundation|NWFL highlightsBBB Foundation|Northwest Florida
Out and AboutLast year, your BBB Foundation was the featured speaker at 37 presentations across northwest Florida, reaching 671 people. Topics included Scams Against Seniors, Protecting Yourself Against Identity Theft and BBB Military Line’s Smart Consumer.
Your BBB Foundation also reached out to individuals by participating in 10 different tradeshows and expos held across northwest Florida. Speaking one-on-one with 1359 people, BBB employees educated both consumers and business representatives on ethical marketplace practices.
By partnering with BBB Accredited Businesses Gilmore Services, WEAR-TV, and CatCountry 98.7 FM Radio, the BBB|Foundation was able to help a total of 3,219 people across northwest Florida responsibly destroy 93,000 pounds of sensitive documents, keeping them out of the hands of identity thieves.
BBB Military Line®
BBB’s efforts to increase visibility in the marketplace continued last year with our working relationships on several military bases in our service area.
Our BBB Military Line program continues to partner with local military installation financial readiness offices to help increase the level of financial literacy among service members and their families. As scammers and fraudsters across the globe have become more sophisticated in their deceitful attempts to target our military; BBB Military Line works hard to promote good and reliable consumer practices. We educated 487 military personnel at 29 presentations on military installations throughout northwest Florida.
Your BBB is also represented in the Florida Military Financial Alliance group (through Army One Source). Meeting monthly via videoconference, the members discusses issues, trends and upcoming events where possible partnerships can occur.
Chair Gary Barnes
Vice Chair
Scott Burton Cox Communications
Treasurer Jim Cox
JLSC Properties, LLC
Secretary Ronnie Gilmore
Gilmore Services
Counsel
Kerry Ann Schultz Fountain Schultz & Associates
Trustees
Will Clause Doodlebuggers Service Network
Ted Kirchharr Landrum Companies
Eddie Hill Awards Masters Prosperous IM
Foundation Trustees
BBB Foundation|Northwest Florida
The 2015 Torch AwardsThe Torch Award for Marketplace Ethics program (with the Customer Service Excellence Award and Student Ethics Scholarship) is our chance to celebrate those who do things right in our community.
The Torch Award for Marketplace Ethics was created to publicly recognize businesses and charities that maintain a solid commitment to conducting their business practices in an ethical manner.
Your BBB Foundation|Northwest Florida held the “Torch Award for Marketplace Ethics” online auction. The auction served as a fundraiser, raising $4,301 to help the BBB Foundation fulfill its vision of “creating an ethical marketplace through community education and recognition programs”. 42 businesses donated items to the silent auction.
The Torch Awards WinnersTorch Award for Marketplace Ethics: (District 1) Seaside Mechanical, Pro Clean Restoration and Cleaning and Gulf Coast Kids House (Charity Category) (District 2) Fusion Carpet Care and Newman-Dailey Resort Properties (District 3) Century 21 Ryan Realty and Brannan Aluminum
Torch Award for Marketplace Ethics- Honorable Mention: (District 1) Elite Services Quality Clean and Tri-State Tree Service (District 2) Fred Astaire Dance Studios
Customer Service Excellence Award: (District 1) Carolyn Phoebus from Navy-Marine Corps Relief Society and (District 3) Patsy Smith from Roussos Air Conditioning
Student Ethics Scholarships: (District 1) Savannah “Katt” Crowdis, Emily Renee Viglione and Savannah Wilson (District 2) Trey Michael LaNasa, Emily Ngoc Quynh Nguyen and Jacqueline Marie Orcutt (District 3) Ramsey Higdon, Hunter Jacques and Carley Mead
Your BBB
BBB Standards for Charity AccountabilityA BBB Accredited Charity:1. Has a board of directors that provides oversight of operations
and staff.
2. Has a board of directors with a minimum of five voting members.
3. Has a minimum of three evenly spaced meetings per year of the full governing body with a majority in attendance, with face-to-face participation.
4. Has not more than one or 10 percent (whichever is greater) compensated person(s) serving as voting board member(s). Chair or treasurer cannot be compensated.
5. Has no transaction in which any board member or staff members have a material conflicting interest, resulting from any relationship or affiliation.
6. Has a board policy of assessing, no less than every two years, the organization’s performance and effectiveness and future actions required to achieve its mission.
7. Submits to the board, for approval, a written report giving the results of standard six.
8. Spends at least 65 percent of its total expenses on programs.
9. Spends no more than 35 percent of related contributions on fund-raising.
10. Avoids accumulating funds that could be used on programs.
11. Makes available financial statements prepared in accordance with generally accepted accounting principles.
12. Includes in the financial statements what portion was allocated to program, fund raising and administrative activities.
13. Accurately reports the charity’s expenses in its financial statements.
14. Has a board-approved annual budget.
15. Has solicitations and informational materials, distributed by any means, that are accurate, truthful and not misleading.
16. Has an annual report that includes mission, program, officers and finances.
17. Includes annual report on charity website(s), as well as the mailing address and access to its most recent IRS Form 990.
18. Addresses privacy concerns of donors.
19. Clearly discloses how the charity benefits from the sale of products or services.
20. Responds promptly to and acts on complaints brought to its attention by BBB.
The Standards for Charity Accountability included have been abbreviated for space purposes. For a complete listing of Standards, start with bbb.org/charity.
Vision: An ethical marketplace, where buyers and sellers can trust each other
BBB Standards for TrustA BBB Accredited Business agrees to:
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 and verbal agreements
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
Please start with bbb.org for more details on BBB’s Standards for Trust
BBB|Northwest Florida912 East Gadsden Street
Pensacola, FL 32501850.429.0002 | [email protected] | bbb.org
Start With Trust®
®