THE SHORT LIST

Why Should You Care About Customer Reviews?

Here is what consumers told BrightLocal in 2015:

• 92% use reviews to determine the quality of your business

• 88% read fewer than 10 reviews before they form an opinion about your business

• 88% say reviews affect their purchase decisions

• 80% trust online reviews as much as personal recommendations

• 68% say positive reviews make you more trustworthy

INSIDE: Champions of Integrity • Students of Integrity • Quick Tip Tuesdays • On Our Radar

Two hundred BBB Accredited Businesses and award winners attended BBB’s “Celebration of Integrity” earlier this month. This event recognizes business leaders and students who demonstrate integrity in their personal and professional lives.

George Qua and Tom Griffin were each awarded the BBB “Champion of Integrity” distinction for their commitment to advancing trust and confidence in the marketplace. Both recipients were also recognized for their numerous contributions to the communities in which they live and work. More information about our “Champion of Integrity” winners is contained inside on page two.

Three local high school students received scholarships as winners in the “Students of Integrity” competition. These amazing teens excel academically and demonstrate leadership through their community service and actions.

BBB thanks the corporate sponsors of the “Students of Integrity” program, Dominion, the Boler School of Business at John Carroll University, and Sheakley; and corporate supporters Easton Telecom, RadAir Complete

Care Care and Tire Centers, and Ariel International Center.

DECEMBER 2015

theMarketMonitorN E W S F O R B E TT E R B U S I N E S S B U R E A U A C C R E D I T E D B U S I N E S S E S®

SERVICE TO THE COMMUNITY

Greater Cleveland BBB Activity Report: January - November 2015

Reports issued on companies/charities: 1,238,829Customer complaints filed: 7,906Online Accredited Business Directory listings viewed: 18,763,656bbb.org/cleveland visits: 1,090,739Advertising review cases initiated: 252

B E T T E R B U S I N E S S B U R E A U S E R V I N G G R E A T E R C L E V E L A N D

CUYAHOGAGEAUGA

LAKEASHTABULA

LORAIN

CELEBRATION OF INTEGRITY

Top: Master of Ceremonies, Hall Becker, and BBB Chair-man, Ella Fong presided over the 2015 Celebration of Integrity. Bottom: Dr. Walter Simmons (Boler School of Business) and Eric Hall (Dominion East Ohio) present Tori Roberts with one of the Student of Integrity Awards.

NEW OFFICERS ELECTED TO BBB BOARDThe membership of BBB Serving Greater Cleveland elected Officers for 2016 at its annual meeting held December 9, 2015. Elected to serve as Officers for BBB’s Board of Directors were:

Chairman Cary Root, Root-Info Tech

Vice Chairmen Any Fiffick, RadAir Complete Car Care and Tire CentersJim Drozdowski, North Coast Container Corp.

Secretary Kris Toth, Toth Painting Solutions

Treasurer Bill Woodburn, Choice Relocation Management

Cary Root

®

B2B DISCOUNTS FOR BBB

ACCREDITED BUSINESSES

Office Depot offers discounts up to 10% on many of your office needs, with special pricing on copying and printing. Go to bit.ly/bbbohdepo or call Jessica at (264) 842-7514 for details.

Easton Telecom Phone service rates ranging as low as 5% off most retail services. For a no-obligation cost comparison and service analysis, contact Jim Butler at (800) 222-8122.

All Ohio Secure Shred will shred documents on site for $25/month for one container. Also, one-time bulk purge for 10 cents/lb. $50 minimum. Call (330) 659-0840 or (888) 747-3394.

Intellicorp Records, Inc. offers online criminal checks for $15.95 each. Other reports also discounted. Call (800) 539-3717.

PartnerShip® offers discounts on select FedEx® services including express packages, ground packages, and residential delivery, on both new and existing FedEx® accounts. Also save at least 70% on standard and guaranteed LTL freight shipments with UPS Freight, YRC Freight, Con-way Freight, and other reputable carriers, including competitive pricing on truckload, expedited, and tradeshow shipments. Call (800) 599-2902.

Some member discount programs generate revenue which BBB reinvests into the organization’s operations.

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CHAMPIONS OF INTEGRITYGeorge Qua started his automotive career at his father’s dealership in 1957. Under his leadership, Qua Buick became a successful and respected business both locally and nationally. It was awarded Buick’s “Best in Class” at least five times and was named “Quality Dealer of the Year” by Time Magazine. George was a strong advocate for self-regulation in auto advertising practices and was an early promoter of BBB arbitration to resolve disputes. He served on BBB’s Board from 1971-1977.

George’s influence extends far beyond the auto industry, however. His 60 years of work with the Boy Scouts

program earned him a 2010 National Hall of Fame Leadership Award. He helped to organize the Buckeye Woodland Community Congress - the first of its kind in the nation, and still maintains an office at E. 103rd and Buckeye. George served in the military for 32 years and was inducted into the Ohio Veteran’s Hall of Fame in 2010. The Red Cross and Big Brothers Big Sisters have also benefited from George’s commitments. He has awards from both organizations for saving lives and still keeps in touch with a “little brother” who is now a 1st Lieutenant working for Homeland Security.

Rachael Kaufman Fuchs Mizrachi High School

Joseph ”Jack” Grespin Saint Edward High School

Tori Roberts Saint Joseph Academy

Tom Griffin founded Mayfield Collision Centers 26 years ago with a focus on customer satisfaction. In 2014, Mayfield Collision Centers was named “Top Shop” by Auto Body Repair Network, and was the first body shop to be selected as a “North Coast 99” Best Places to Work by the Employers Resource Council. That same year, Mayfield Collision Centers was recognized by the Solon Chamber of Commerce as “Business of the Year” and Tom was named Body Shop Business Collision Repair Executive of the Year. Tom’s influence extends beyond his industry through his support of local Little League teams, service on Advisory Committees that help local vocational programs, and participation in 3M’s “Hire our Heroes” programs. His support of an employee whose wife did two tours in Iraq earned him the rare distinction of “Patriotic Employer” from the Department of Defense. STUDENTS OF INTEGRITY The Better Business Bureau Students of Integrity program recognizes high school students in Ashtabula, Cuyahoga, Geauga, Lake, and Lorain counties who, through their actions and life examples, personify ethics and strong character.

LETTER FROM OPM IS THE REAL DEALEarlier this year, the US Office of Personnel and Management (OPM) experienced a data breach that exposed the personal information of over 21 million Americans to hackers. OPM hired Theft Guard Solutions LLC (aka ID Experts) to provide identity theft protection to the affected individuals.

If your records were hacked, you will be receiving a letter from OPM instructing you to go online or call a toll-free number to enroll in the identity theft protection. Clevelanders who have received this letter have been calling BBB to confirm its legitimacy.

Since con artists are likely to use this event as a way to trick you into providing your sensitive personal information, BBB advises:• Make sure the letter you receive is legitimate. An example of the letter sent by OPM can

be viewed at: https://www.opm.gov/cybersecurity/sample-letter.pdf• Neither OPM nor Theft Guard Solutions will contact you to confirm your personal

information.

ON OUR RADAR Preferred Access Ohio - Since last December, consumers have reported receiving mailings offering a free Android tablet if they complete a marketing survey. The catch? When you call to get your tablet, you are told you must first attend a 90-minute sales presentation. The website contains contact information for a Kansas-based company, Global Connections. The Ohio Attorney General sued Global Connections in 2014 for violating the Prize Rule and failing to comply with an Assurance of Voluntary Compliance it entered into in 2010. BBB has shared its files on Preferred Access Ohio with the Ohio Attorney General.

Walmart/Target Promotions - Postcards offering $100 rebate certificates good at Walmart and Target are landing in local mailboxes. When you call to get your certificate, you are asked for your credit card information in order to pay a “processing fee” ranging from $1.95 to $6.98. There is no return address, no website, and no real way to contact the sender outside of a phone number and what’s supposed to be a claim number. Walmart and Target are not involved and the source of the mailings has yet to be determined. BBB Cleveland has shared a copy of the mailing with the United States Postal Inspectors.

bbb.org/cleveland

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DON’T MISS QUICK TIP TUESDAYSBBB Quick Tip Tuesdays are 15 minute webinars covering the “ins and outs” of your BBB Accreditation benefits. You may submit questions in advance or during the webinar. Get more information or watch previous Quick Tips at bbb.org/cleveland or email Pam@cleveland.bbb.org.

Upcoming Quick Tip Tuesdays1/5 - Exhibiting your Accreditation: Promoting your BBB Affiliation at Events and Expos1/19 - Protect your Accredited Business in the New Year: Avoid these top scams from 20152/2 - Advertise with Integrity: Promotional Opportunities with BBB2/16 - Customer Reviews: New Tools for Acquiring Customer Reviews3/1 - Spring Cleaning: Keeping Your BBB Business Review Current

MEMBERS–ONLY DISCOUNTS

As a BBB Accredited Business, you and your employees are offered exclusive discounts and programs from other BBB Accredited Businesses. Discounts cover a wide range of your business needs.

You can find a list of these extra benefits in your BBB accreditation packet, a digital copy by logging into your BBB Business Login, or request one at Pam@cleveland.bbb.org.

New Discount!

Kraig Insurance Agency is offering Voluntary Benefits from Allstate. BBB Accredited Businesses can receive preferred underwriting on Life, Accident, Disability & Supplemental Health Option Policies with participation of just 3 employees. For more information, contact Jeff Kraig at (216) 524-7800 or KRAIG@ALLSTATE.COM.See the insert in this issue for more details.

The Market MonitorBetter Business Bureau2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2417

The Market Monitor (ISSN 1085-5122). December 2015. Volume 11 No.6. Published bimonthly in February, April, June, August, October and December by the Better Business Bureau, Inc. 2800 Euclid Avenue, 4th Floor, Cleveland, OH 44115-2417, Periodicals postage paid at Cleveland, OH. POSTMASTER: Send address changes to: The Market Monitor, 2800 Euclid Avenue, 4th Floor, Cleveland, OH 44115-2417.

Periodicals Postage Paid

DECEMBER 2015