Taking Pridein BBB Seal

The Mungenast Automotive Family has known the value of Better Business Bureau

accreditation for over 40 years page 8

www.bbb.org/stlouis Spring 2017

BBB St. Louis’ Centennial:Looking back on our first hundred years page 6

Getting the most out of your BBB Business Profile page 10

A Gain by Giving Success Story page 11

Left to right:Dave

Mungenast Jr., Kurt Mungenast,

Barbara Mungenast and

Ray Mungenast

Better Business BureauWinter2016 Better Business BureauWinter 2016

3

Beginning our second century: Inspiration from the past, promise for the future

Cover photo by Andrew Cox

Board of Directors

The mission of Better Business Bureau Serving Eastern Missouri and Southern Illinois is to be the

leader in advancing marketplace trust.

* Advertising Club President **Immediate Past Chair ***Chair

Better Business Bureau Serving Eastern Missouri

& Southern Illinois211 N. Broadway, Ste. 2060,

St. Louis, MO 63102Phone: (314) 645-3300

Fax: (314) 645-2666Office Hours: 8:30 a.m.—5 p.m.

Ron Austin, Editor Email: raustin@stlouisbbb.org

Dave BengstonUnigroup

Paul BirnerRenewal by Andersen

Jason CourtneyHelitech Waterproofing

Michelle L. Corey***Better Business Bureau

Ron CrowLaclede Gas Co.

Tonya DemullingEnterprise Fleet Management

Kevin DeptulaBuilder’s Bloc Contracting

Jake Edinger*Rodgers Townsend

Darlene ElderBuild-A-Bear Workshop

Kim GarnerBEST Transportation

Jim HoldenerAmeren Missouri

Steven HorstGraybar

Keesha IrvingCharter Spectrum

Marlene JonesBJC Healthcare

Tyler KelleySLAM! Agency

Carolyn KempfElite Travel

Greg KendallCommerce Bank

Justin LeeRubinBrown

Scott Mosby**Mosby Building Arts

Dave Mungenast Jr.Mungenast Auto Family

D. NarainMonsanto

Karen NolteChildren’s Home Society of Missouri

Michael Rottler***Rottler Pest & Lawn Solutions

Scott SchaeferSchaefer AutoBody Centers

Tom StreibStreib Company

Thomas ThielChesterfield Fence & Deck Co.

Thomas B. WalshDrury Hotels Co.

A message from the President

It’s a relationship forged by trust and mutual respect: On one side, the consumer, who expects quality merchandise and professional service at a fair price. And, on the other side, the businessman or businesswoman who has to find a way to balance customer satisfaction with the need to earn a sustaining profit.

Better Business Bureau is continuously looking for ways to strengthen the relationships between our Accredited Businesses and their customers, whether it’s through programs like Request-a-Quote (where customers use BBB to seek out proposals from Accredited Businesses), or BBB’s Customer Review Program (where customers are encouraged to publicize their experiences with area businesses).

Later this year, BBB St. Louis will be introducing an innovative program to help Accredited Businesses manage their customers’ satisfaction and make the most of their BBB customer reviews, by helping them showcase their services to the general public through the testimonials of their best salespeople – their customers.

While this program is currently designed to offer Accredited Businesses customer satisfaction surveys, encourage customers to share their experiences by posting reviews, and offer company and employee webinar training in areas not meeting industry norms, the final program mechanics will be based on testing and what produces the best outcomes for Accredited Businesses and their customers.

The surveys are designed to generate positive customer reviews and, at the same time, provide those businesses with critical data that will allow them to compare themselves with peers who operate similar businesses.

If the surveys detect problem areas (such as issues with product quality, customer service or billing), BBB will be available to offer help through webinars or online chatting with BBB service specialists.

Under the program, BBB envisions an automated system in which representatives of Accredited Businesses, through a specially designed mobile app, can immediately text or email a

survey to a newly satisfied customer. We believe the ability to produce a

questionnaire virtually instantaneously increases the chance that a consumer will post a review.

We also believe it sends a clear signal to the customer: This business genuinely cares about knowing what went right, and what went wrong.

While the reviews would become public, additional information used to compare the company’s services with composite industry scores would be available privately to help the business make improvements.

The double benefit — being able to solicit customer reviews quickly and seamlessly paired

with the ability to solicit survey information to help improve business operations — can be of significant value to an Accredited Business.

Comparative business surveys, alone, can be prohibitively expensive – especially for small businesses struggling to survive.

Solidifying the relationship between businesses and their consumers has always been a BBB priority and, as BBB St. Louis enters its Centennial year, we pledge to give our Accredited Businesses new and better tools to do exactly that. There will be more to come as this program develops.

Recently, BBB updated and streamlined its website, making information about the region’s businesses clearer and more readily accessible.

Additionally, BBB uses social media to gets its message – and the messages of our Accredited Businesses – into the hands of the buying public.

We believe that these changes, and others to come, will more clearly separate the area’s good businesses from the great ones in the minds of consumers, bringing added value to BBB accreditation.

The beginning of our second century seems the perfect time to look back on our past for inspiration (see story on St. Louis BBB’s early years elsewhere in this magazine) and ahead to our future as we search for better ways to improve our services.

It has been a long – and often wild – journey from that May day in 1917 when St. Louis BBB was founded as what was then called the Vigilance Committee of The Advertising Club of Saint Louis.

But our promise to our businesses and consumers has been unwavering since those earliest years.

As the managers of America’s Better Business Bureaus met in St. Louis in February 1922 – just shy of St. Louis BBB’s fifth birthday – The local Ad Club posted a message to readers of the St. Louis Post-Dispatch. The words ring as true today as they did then:

The retailer who buys the best, sells on a close margin of profit, and advertises honestly– practices truth in very part of his business– is working for your best interests in these days of necessary economy.

By constant vigilance and cooperation our organization is proving to manufacturers, distributors and consumers the advantages of truth and honesty in all transactions.”

Michelle Corey President & CEO, CAE

BBB St. Louis will be introducing an innovative program to help Accredited Businesses make the most of their BBB customer reviews.

Torchlight (ISSN 1547-2043 USPS 053-540) is published quarterly by Better Business Bureau, 211 N. Broadway, Ste. 2060, St. Louis, MO 63102. Subscriptions are available to BBB Accredited Businesses only. Periodicals postage paid at St. Louis, MO. Postmaster: Send address changes to Torchlight, 211 N. Broadway, Suite 2060, St. Louis, MO 63102.

2

Thursday, October 19, 201711:30 a.m. - 1:30 p.m.

Reception & Awards CeremonyStatler Hotel at the Marriott St. Louis Grand

The Crystal Ballroom827 Washington Avenue, St. Louis, 63101

BBB’s 100thAnniversary:

Centennial Celebration & TORCH Awards

Join long-time BBB Accredited Businesses to celebrate the founding of BBB in St. Louis—in the same ballroom where the creation of BBB was announced in 1917!

SAVE THE DATE: October 19

Advancing Trust Together

Better Business BureauSpring 2017

Better Business BureauSpring 2017

54

News & Notes for BBB Accredited Businesses in Eastern Missouri and Southern Illinois

Lake of the Ozarks businesses are proud of their efforts to build stronger communities and service relationships with their customers.

Across the board, entrepreneurs recognize how Better Business Bureau Accreditation has played an important role in helping to build trust in the marketplace.

“Our market is driven primarily by the second home owners or ‘weekenders,’” said Tom Roof of TXR Architects. “However, we are seeing more full-time retirees and the infrastructure continues to grow to support them. The BBB website helps us to engage with customers through the business directory and Request-A-Quote service.”

David Radlund of Radlund Construction believes BBB gives customers peace of mind when searching for contractors.

“If someone is looking to have some type of service done for them, whether it be a construction project or getting their vehicle repaired, they should check out the company’s BBB profile first,” he said. “Consumers can look online or call the BBB, because if they have a bad track record, some person has reported it, and the BBB takes every claim seriously. They spend the time to investigate it and to validate whether it is true or not. I am a member because I know the BBB has the best interest of my company in mind, along with the customers.”

Milder winters have made a difference for business owners like Gary Benedict of K.G.B Exteriors & Construction. His company has gone from being primarily seasonal to working year-round, especially as the seasons change, and having an A+ BBB rating has aided that growth.

“I believe the Better Business Bureau is a very good entity for businesses to use, and for people to check for accredited companies,” Benedict said. “It has helped me along.”

Business owners we talked to agreed that the trust they have built with their customers is key to surviving and thriving.

Linda Boeckman, owner of Care Sales & Service, which has sold and serviced restaurant equipment since 1978, echoes this sentiment.

“We build trust by trying to let customers know up front the pluses and minuses of any certain piece of equipment,” she said. “We are up against the internet as everyone is these days. Extra customer service is where a brick and mortar store can excel.”

Lake of the Ozarks Businesses Build Community One Season at a Time

BBB Quincy Reaches Out to Seniors

Community outreach and consumer education has been a priority for the Quincy branch office of Better Business Bureau since opening in mid-September 2016. Many people in this area are simply not aware of the consumer services BBB offers, outside of the most well-known service of dispute resolution.

Mara Clingingsmith, regional director of the Quincy office, has been reaching out to area clubs, organizations, schools and other professional groups to offer a variety of presentations on topics like BBB’s free consumer services, scams targeting seniors, customer service, tips from businesses and more.

The most successful efforts have been working with the area senior centers and nutrition centers. Clingingsmith has presented the Scams Targeting Seniors information to centers in Quincy IL, Monroe City MO, Palmyra MO, Shelbina MO and Kahoka MO.

“The senior groups I have spoken to are very receptive and very engaged in the presentation. They all have a story or two to share about their own experiences with various scam attempts,” Clingingsmith said. “This forum gives them an opportunity to share, to ask questions and help in the process of protecting other seniors from becoming victims of a scam. It also provides BBB with a forum to showcase BBB’s new online Scam Tracker, which provides up-to-date information on scams as they trend in the area.”

Johnathan Schemerhorn, co-owner of Full Service Roofing and Remodeling, believes BBB’s outreach program is vital to helping seniors protect themselves from scams in the area.

“Unfortunately in our society today, seniors are often targeted by scammers or unreliable contractors who could take advantage of them,” said Schemerhorn. “That’s why it’s so important to have BBB here, getting the message out about recent scams and reminding people to check out a company or charity’s BBB profile before they hire or donate, so they can be sure they are dealing with a reputable and honest company.”

If you have a group or organization in the Quincy region that could benefit from one of BBB presentations, please contact the Quincy office at 217-209-3972.

Cape Girardeau Regional Director Joey Keys sees high school and college students as the future of the business community.

“Reaching out to youth in high schools and colleges is just as important as reaching out to seniors and professionals in the business community,” he said.

He recently presented at Southeast Missouri State University’s Spring 2017 College Success and Financial Responsibility speaker series.

Keys has been active in the education community educating students at Southeast Missouri State University on BBB’s services as well as bringing BBB’s In Pursuit of Ethics program into area high schools.

In Pursuit of Ethics helps students explore decision-making and how their actions can lead to different outcomes when faced with ethical dilemmas. The program is available to schools throughout eastern Missouri and southern Illinois at no charge. It includes lesson plans and videos to facilitate discussion in classrooms.

“These students are future consumers and business leaders,” he said. “Introducing them to not only the BBB message, but also to In Pursuit of Ethics, which can help shape our business communities for the better.”

Donnia M. Besher, president of Bollinger County Abstract & Title, believes BBB’s In Pursuit of Ethics will help students develop more confidence and effectiveness in their future roles.

“Bringing BBB into the classrooms, whether in the local schools or colleges, allows BBB to help educate the next generation of business leaders and help them gain self-esteem,” she said.

Mike Seabaugh of Seabaugh Appraisal and Consulting considers ethics to be an integral part of life and career for the next generation.

“It is so important for young people to understand that your ethics help define who you are,” he said. “It is very important that BBB impart to these young people that ethics are very important in your future business relationships. Businesses and individuals that have high ethical standards go on to be well-respected and successful.”

If you have a group or organization in the Cape Girardeau region that could benefit from one of BBB presentations, please contact the Cape Girardeau office at 573-803-3191.

Tom Roof of TXR Architects, Linda Boeckman of Car Sales & Services, and Gary Benedict of K.G.B. Exteriors & Construction, all agree that building trust helps them deal with the challenges of meeting the diverse and changing needs of full-time and part-time residents at Lake of the Ozarks.

BBB Regional Director Mara Clingingsmith makes a presentation to seniors about scams that target them.

BBB Regional Director Joey Keys

makes an ethics presentation

at a high school.

In Pursuit of Ethics Inspires Future Leaders

Better Business BureauSpring 2017Spring 2017 Better Business Bureau

7

ads for everything from four cents-a-pound sugar to $4 straw hats, and a myriad of fake ticket swindles and illegal stock sale schemes.

In one of the more publicized cases, BBB St. Louis led an investigation into business practices of the Little Motor Kar Company of Dallas, Tex., which used local newspaper ads to sell overpriced stock to what was believed to be hundreds of St. Louisans. As the case broke in the spring of 1920, law enforcement

arrested five people connected with the scheme.

Two months later, in a massive public education effort, BBB announced a campaign to distribute 16,000 posters to stores, factories and office buildings designed to prevent the public from investing in fraudulent or worthless securities. The posters’ warning, “Before Investing, Investigate,” would become a mainstay of BBB educational efforts for years to come.

In 1923, BBB St. Louis reached southward to hire Harry W. Riehl as its manager and counsel. Riehl, a bespectacled Navy veteran from Louisville who looked more like a Kentucky schoolboy than a hard-edged muckraker, would lead the BBB for the next 36 years.

In coming years under Riehl’s leadership, BBB would keep the pressure on phony stock peddlers, grab newspaper headlines by going after mail-order beauty schools and warn consumers about knockoff Oriental rugs and “seal furs” that turned out to be made from dyed rabbit skins.

BBB waged campaigns against phony Florida fruit brokers, substandard lubricating oil and fake jewelry auctioneers.

Riehl noted that one BBB investigation of jewelry auctions found “opera glasses whose lenses were window glass, pewter bowls thinly plated with silver that had been sold as solid silver” and “pearls which cost not more than $1.50 which were represented as worth from $35 to $350.”

Among the bureau’s most aggressive early efforts targeted what it claimed were misleading ads for home furnace coal. “There seems to be a strong tendency in some quarters to trade up on the well-established names of Mount Olive, Caterville, Standard, Ayreshire, etc., and then to substitute coal of lesser quality,” BBB said in a 1924 statement.

In 1926, just days after the Cardinals captured their first World Series, BBB warned against “fraudulent solicitors” who claimed to be raising money for the

team. Since its inception, it seems, BBB

has been most protective of the most vulnerable among us – the unemployed, seniors on limited

incomes, anyone, in fact, whose victimization would be likely to result in extreme hardship.

In the spring of 1928, spurred by stories of stock swindles targeting new St. Louis widows, BBB began mailing letters cautioning them against investing

their savings in stocks and other securities “of questionable value.

The letters described “smooth talkers who make it their business to call on widows and, either directly

or indirectly, urge them to invest their money by offering large earnings or interest. It is against this class we desire to warn you.”

Supported by just 40 businesses in its first year,

St. Louis BBB had grown to 820 members by the time it celebrated its 20th anniversary in 1937.

In its anniversary Bulletin in May of that year, BBB noted that it was serving more than 17,000 people a year.

“The so-called truth in advertising and honesty in business field is quite young,” the bulletin said. “The fact that 20 of those years find the Better Business Bureau of St. Louis on guard protecting the interests of the consumer and legitimate businesses should be most gratifying to all who participate in this work.” BBB

6

When Senate Bill 80 was introduced to the Missouri legislature in the spring of

1937, it set off alarm bells from the corner grocery store all the way to City Hall.

Proposed by a state senator from Salem, the bill would require any agency issuing public business reports to post a $100,000 surety bond – a bond that no American company at the time would write. If passed into law, it would have meant the almost certain end of the St. Louis Better Business Bureau, then just 20 years old.

Fortunately, consumers and businesses across the region flooded Jefferson City with letters of protest.

“Our firm has been a member of [BBB] since its inception,” a local optician wrote at the time, “and it would be needless for me to outline the wonderful work it has done. The people of St. Louis are safer today in their buying problems than they have been at any time in many years.”

A St. Louis Post-Dispatch editorial, calling the proposal “noxious,” summed up the feelings of the bill’s many detractors:

“It is unlikely the bill will pass. It is inconceivable the governor would sign it. But the loan sharks, special-benefit vultures, fake advertising schemesters, fly-by-night Wallingfords – they are all behind this abominable bill.”

Two decades after BBB’s founding, with pre-World War II America still mired in the Great Depression, it became clear that the BBB’s name and reputation for business ethics were integral to the fabric of St. Louis.

The birth of BBB St. Louis came as the United States, under President Woodrow Wilson, was entering World War I. Charlie Chaplin was starring in “The Cure” at the Union Theatre; boys’ dress shirts with French cuffs were selling for 75 cents

each at Nugent’s Dry Goods, and the legendary Branch Rickey was just taking the reins of the city’s beloved Cardinals.

Officially established as a nonprofit educational institution on May 22, 1917, St. Louis BBB came five years after the national founding of BBB by the Associated Advertising Clubs of the World. The sixth locally established BBB (following Minneapolis, Indianapolis, Milwaukee, Kansas City and Cleveland), the new St. Louis organization hit the ground running.

In February 1917, three full months before its official founding, The St. Louis Star and Times newspaper pictured a stern, mustachioed Griffin McCarthy, first BBB manager, sitting at his desk with pen in hand. “He’s urging better business in St. Louis,” the caption read.

That same month, a brief notice appeared on Page 10 of the Post-

Dispatch, announcing the opening of the organization’s first office. The

office was located in the downtown Railway Exchange Building and operated under the auspices of the Ad Club. The office would soon move to the Statler Hotel and become the first stand-alone BBB office. In a statement by the local Advertising Club and the Associated Retailers, the parent organization of BBB, organizers said they hoped to make St. Louis “a truth center – a shopping town where the square deal is the rule and crooked merchandising brings quick punishment.”

From those earliest days, the Advertising Club’s so-called Vigilance Committee (which would become best known as BBB) focused on quick, splashy efforts to call out disreputable advertisers and publicize any scheme that seemed designed to trick consumers out of their hard-earned dollars.

Decades of neglect had given unscrupulous and greedy business enterprises free reign to cheat the public through outright lies and subtle massaging of their advertising messages.

There was, it seemed, plenty to fix.Still in its infancy, BBB St. Louis launched

investigations into allegations of so-called “suit lotteries” in which tailoring businesses sold customers chances to win clothing; bait-and-switch

‘Urging Better Business in St. Louis’

Major Archiving initiative will preserve BBB St. Louis’ rich history

For the past four months, as part of its Centennial year, BBB has been involved in a major effort to preserve its history through the electronic archiving of thousands of pages of paper documents.

Led by Jonesey Johnson, who was hired specifically for the project, the undertaking involves scanning and indexing the documents into easily accessible computer files for future research. Precautions also are being taken to preserve the original documents.

The project ultimately will include some 4,000 documents, containing some 10,000 to 15,000 separate pages.

The papers include media releases, radio shorts, TV program scripts, booklets, posters and news publications.

Michelle Corey, BBB president and CEO, says the archiving work is a way to preserve not only the history of BBB, but to safeguard an important part of the history of the St. Louis region.

“For us to know where we are going, it is critical for us to know where we have been,” Corey said.

Johnson said the documents show the evolution of businesses and business practices from the early 20th century to the present. And while there have been numerous changes, some things have remained unchanged. —Bill Smith

In its Centennial year, BBB St. Louis looks back on its beginnings and how it became integral to the fabric of the city

Harry Riehl joined BBB St. Louis as its manager in 1923 and aggressively led it for the next 36 years.

BBB St. Louis had many successful high-profile and high-impact campaigns in its first decades.

Griffin McCarthy, St. Louis BBB’s first manager, in 1917.

By Bill Smith BBB Reporter

This year marks the 100th anniversary of Better Business Bureau Serving Eastern Missouri and Southern Illinois. This is the first of a series of articles on the history of BBB in the St. Louis area.

1934

1926

1926

1927

1926

Better Business BureauSpring 2017 Better Business BureauSpring 2017

8

Marshall Galliers, Better Business Bureau mediator and sailor, believes in the importance of guiding business and

consumers through choppy waters. “As mediators, we try to open up discussions

between companies and customers who have reached an impasse,” he said. “A good intermediary can keep the important issues in focus while working toward a mutually agreeable resolution.”

BBB’s dispute resolution service stands out from others because BBB investigates complaints. Mediators listen to each side and attempt to find middle ground where a business and consumer can reach agreement to resolve the complaint.

Customer complaints sent to BBB go into mediation when a customer isn’t satisfied with a business after BBB’s initial contact. BBB mediators call both parties and attempt to faciliate an amicable resolution. If they are unable to settle it, the dispute can go to arbitration if both sides agree. BBB dispute resolution is a free service, unlike disputes that go to court.

Last year, BBB resolved 85% percent of the 12, 593 reportable complaints filed. Just 70 went to arbitration. Galliers has stated that participating in mediation is worthwhile for business owners, as they can “sidestep conflict and gain loyal customers.”

Galliers, a certified public accountant, has been volunteering as a BBB mediator since 2013. He has used the ethical responsibility and business resolution experience he gained in his career as head of a finance center for a global publisher to assist Accredited Businesses and consumers who find themselves in disagreement.

“As a CPA, I have always worked to do the right thing and encourage growth in both businesses and consumers,” he said. “Mediation can be very rewarding. Making contact with both parties, requesting documents and asking both parties what is the best resolution takes a fair amount of time. So when it’s all done, and if a successful settlement can be reached, it feels very satisfying.”

Mediators like Galliers are trained to listen and to ask the right questions. In a mediation session, everyone has the opportunity to speak and to share “their side of the story”. In some cases, it is the first time the parties will have the opportunity really hear each other’s positions. This opens the door for both parties to take a realistic look at their dispute and the kinds of solutions that are possible. Effective mediation can also have a lasting effect on how consumers and businesses reach an understanding in the future.

“I wish more people would look at the materials on the BBB website before deciding on who gets their business,” Galliers said. “Consumers should get contracts in writing and ask businesses for dispute resolution in a calm manner before emotions run high, and trashing a vendor on the web seems like the only option. Furthermore, once a business has the consumer’s outlook on certain practices, they can head-off disputes before they even happen.”

The Mungenast Automotive family has known the value of Better Business Bureau accreditation for more than 40 years.

“The accreditation shows we hold ourselves to a higher standard. It is not easy to get, and we’ve done it at every one of our stores,” said Dave Mungenast Jr., co-president of the Mungenast Automotive Family.

Mungenast Jr. knows that consumers look for the BBB seal or logo when they’re shopping for goods and services. He has the double-sided BBB window sticker affixed to showroom windows and utilizes the BBB dynamic seal on his organization’s websites.

In 2016, consumers clicked on BBB dynamic seals on local Accredited Businesses’ websites nearly 22,000 times. The dynamic seal connects to an Accredited Business’ Business Profile. It can display a company’s letter grade, depending on which version the business chooses to use.

“If the BBB trusts us enough to give its stamp of approval, it proves to customers that they can trust us, especially if they’re

first time buyers,” Mungenast Jr. said. For the last few years, BBB has

promoted the idea of consumers looking for the seal in its advertising campaign, “Look for the Seal.” The campaign includes television commercials, magazine ads and a social media component.

Consumers tell BBB that both the physical and digital seal conveys trust, honesty and a sense of authenticity that helps build credibility for their organizations.

Tyler Kelley, co-founder and chief strategist at SLAM! Agency, believes that trust will continue to be a vital necessity as the economy moves forward.

“Trust is the single most important factor in our new economy. With it, we can count on increased sales, revenues and profits. Without it, businesses collapse,” he said. “BBB works day in and day out to ensure companies like ours are able to do business in a region that can be trusted. We are grateful for their work.”

Philip Johnson, CEO and founder Have You Seen the Ring, has firsthand experience of how the seal is a recognizable symbol of that trust which puts consumers at ease.

“The BBB seal helps in bringing instant credibility to our business. One of the key reasons behind the success of Have You Seen the Ring is that we go the extra mile to protect consumers buying and selling engagement rings online,” he said. “BBB are the industry leaders in protecting consumers. The BBB seal provides a peace of mind and we sincerely appreciate the great

work that they do.”For Mungenast Jr., BBB’s seal is a

representation of BBB’s accreditation standards that he believes closely resemble the ethical business ideals he learned from his father as a child.

In the 1960’s, Dave Mungenast Sr. would take his sons, Dave Jr., Ray and Kurt, into work at the dealership on weekends. The boys would pull weeds, pick up trash and clean toilets for a dollar a day.

Mungenast Jr. said that by keeping one eye on his chores and one eye on the sales floor, he learned “The Mungenast Way.” Building honesty, trust and integrity are all tenets of the Mungenast business culture that mirror BBB’s Standards of Trust, which are based on 8 principles for creating and maintaining consumer trust in business.

“When dad was here, he had a sign up in his office that said ‘Customers Make Pay Day Possible,’ and that’s been our business philosophy over the years,” said Mungenast. “We owe our success to building those relationships. If you take care of the customers, they’ll keep coming back, and your business will flourish.”

Over the decades, Mungenast Sr.’s business intuition has been proven right. The Mungenast Automotive Family currently brings in million of dollars in revenue and employs more than 600 people in the St. Louis region. Along

MEDIATION makes the difference

with fiscal and operational success, the organization has also won accolades for excellence in service. Among the organization’s plaques and trophies, the 2016 BBB St. Louis TORCH Award stands out to Mungenast Jr. in particular.

“I’ve always respected the BBB, and it’s an honor to be recognized,” Mungenast Jr. said. “And it’s really recognition more for our employees and associates, more so than us. The family has always known what it takes to build relationships because we were guided by our father who passed away almost 11 years ago. He instilled in us the importance of serving customers. That’s what makes a difference. Earning the TORCH Award affirms that we’re going down the right path.”

Beyond the organization’s industry achievements, The Mungenast Automotive Family also gives back to the local community through the Dave and Barbara Mungenast Foundation. When considering what charities to support, Mungenast Jr. demonstrates his faith in BBB and references BBB’s Charity Reviews before making a decision.

“If I get solicited by a charity, and I decide I want to give money to them, the first thing I do is look at the BBB website and see how they rate there. I think the BBB, not just in St. Louis, but all over, is a vital resource for consumer and businesses alike.”

Having learned how to drive and work with cars and trucks at a very young age on his father’s farm, Mungenast Jr. is of course very knowledgeable about cars. Yet when asked about his favorite automobile, he was momentarily stumped.

“That’s a tough question. I’ve got sports cars. I’ve got an Aston Martin, and an Acura NSX – but probably my favorite car – is the vehicle I was driving when I met my wife,” he said. “It’s a 1982 Toyota pickup, and it’s down at our museum on display. I’ve kept that car, restored it, and it has got to be my favorite.” BBB

Business Organizations Take Pride in BBB Seal

‘Trust is the single most important factor in our new economy.’ —Tyler Kelley, co-founder and chief strategist, SLAM! Agency

‘The BBB seal helps in bringing instant credibility to our business.’ —Philip Johnson, CEO and founder, Have You Seen the Ring

Dave Mungenast Jr. has the BBB window sticker affixed to his showroom windows because of the value and integrity it communicates to customers.

BBB St. Louis mediator Marshall Galliers says that finding a successful settlement between parties “very satisfying.”

Last year, BBB resolved

80%of complaints

filed. Just 70 went to arbitration.

COVER STORY

Better Business BureauSpring 2017 Better Business BureauSpring 2017

1110

xxxxxxxxxxxxx

When potential customers look up your

business with Better Business Bureau, most of them find out about you from your BBB Business Profile. Your BBB Business Profile displays the information BBB has about your business, including your BBB Accreditation, letter grade and customer reviews. You have the opportunity to make sure that the information on your profile is accurate, helpful and shows the very best of your business to potential customers. With a great BBB Business Profile, you can leverage your BBB Accreditation for even more success.

“We appreciate the simplicity and ease-of-use of our BBB Business profile,” said Jennifer Mannion with Mosby Building Arts. “It’s easy for consumers to find the information they are looking for, and if they wish, to dig deeper and learn more about us.”

BBB Accredited Business Mosby Building Arts often updates their BBB Business Profile to show off their hard work. The business uploads photos that highlight their home remodeling services. Mannion says that it’s important for them to have a robust profile on a respected review site that isn’t pay-to-play.

“It’s OK to overlook or not participate in the for-profit review sites, but when you have nothing to hide, it is a must to be a part of the BBB and make the most of your BBB Business Profile,” she said.

“For remodeling, homeowners need to do a lot of advance research to find trustworthy companies. We’ve learned from several clients that they made the final decision to call us because of our history, accreditation, A+ rating and good reviews on the BBB website.”

BBB Business Profiles automatically display the business’ BBB Accreditation status and its letter grade, and a business also can add information. As always, a business can list the types of work that they do, with no additional charge for listing additional types of business.

Now, with the updated profile, you also can list products and services a business provides. If it has a particular specialization, or sells an exclusive brand, it can be listed under products and

services so that potential customers better understand what to expect from your work.

Updates can be made to your contact information

to list the telephone numbers and staff members it would most like the public to utilize. That way, BBB can call one number, but potential customers can call another, keeping everything separate and accurate. Also, a business’ service area can be included, so that everyone served feels confident in calling.

Today’s internet users love to interact with videos online. Using a video to give a tour of your showroom demonstrates a business’s processes, or directly explain its products and services. After uploading them online, BBB staff will review the photos and videos to make sure they meet appropriate guidelines. Once approved, it will be posted them to take BBB Business Profile.

A-Mrazek Moving Systems was one of the first Accredited Businesses to add a video to their BBB Business Profile. President David Sabada believes that their Business Profile video helps

their business communicate with customers. “We believe a 15 second video is worth a thousand words. We are

not in a tangible business; therefore, we must provide information that makes the customer feel comfortable, confident and safe. The easier it is for the customer to understand our service, the quicker we can customize the service they desire.”

Mannion notes that not all review sites are trustworthy, but BBB Business Profiles have earned a reputation for impartiality. By placing your own information about your business alongside BBB’s measure of your reputation, including verified customer reviews, business history and resolved complaints, you can demonstrate to potential customers that you can earn their trust. BBB

To update your business profile, go to bbb.org/stlouis/login. Log in using the email you provided BBB when you applied for BBB Accreditation, then choose “Update your BBB Business Profile” or “Upload Photos and Videos.” If you have questions or would like our assistance, contact BBB at 314-645-0606, or email Danielle Whelehon at dwhelehon@stlouisbbb.org.

Tell your Business’

Story with the New BBB Business Profile

List various types of services

provided

Easilly updateable business profile and contact information

Prospective customers can easily request

a quote

Add photos or videos

to highlight services

Expanded Workspaces, Expanded Services: A Gain by Giving Success Story

Better Business Bureau’s Gain by Giving Program, which connects BBB Accredited Businesses with BBB Accredited Charities, is now in its third year of success at BBB. The program provides opportunities for businesses to give back to the community and for charities to find trustworthy

allies to provide, services, support and even serve on boards.

Recently, BBB Accredited Business Evans Facility Consultants, was looking for a way to give back to its community.

Evans Facility Consultants has been a BBB Accredited Business since 2012. A personal office and interior design business, they help nonprofits, governmental organizations and businesses plan office space and acquire office furniture that will suit physical and financial needs.

After reading an article about the Gain by Giving Program, owner Mark Evans told BBB that he wanted to donate his work expertise to help local Accredited Charities. BBB helped Evans reach out to all of our Accredited Charity Seal Holders with his offer.

This was exactly the sort of assistance BBB Accredited Charity LifeBridge Partnership required. LifeBridge’s mission is to empower people with disabilities to develop skills for independence and to actively participate in the community. Their staff members organize enrichment programs for children and adults with disabilities and help them to get out into the community and build rewarding relationships in their communities.

LifeBridge Partnership’s Executive Director, Karen Schuster, says that the assistance they received from Evans Facility Consultants this year made her BBB Accreditation worthwhile on its own. As a BBB Accredited Charity Seal Holder, LifeBridge is always looking for ways to cut operational expenses so they can devote more resources to programming. “Much more efficient and secure workstations have allowed us to add capacity to serve without having to add building space,” Schuster told BBB.

Earlier in 2016, LifeBridge hired more staff in order to better serve their clients, but their office setup couldn’t accommodate everyone’s needs. Some staff members were forced to share work spaces and use outdated office furniture. LifeBridge needed space planning services when they saw an email from BBB, informing them that Evans Consultants wanted to offer to help.

After BBB made the connection, Evans Facility Consultants and LifeBridge Partnership came together to work. Evans measured and drew up LifeBridge’s entire facility, then did space planning for the building, showing how they could plan future expansion with new hires. Evans donated 11 improved workstations for their staff, and helped LifeBridge to source additional furniture at a discounted rate. The project is set to be completed on March 6.

Schuster encourages other BBB Accredited Charity Seal Holders to participate in the Gain by Giving program. “It was a great resource,” she said.

BBB is proud to have helped establish Evans Facility Consultants’ and LifeBridge Partnership’s relationship. “Stories like this are why we run the Gain by Giving Program,” says Tracy Hardgrove, BBB Vice President of Operations and Administration. “When we collaborate, we can all accomplish more. Bringing BBB Accredited Businesses and BBB Accredited Charities together is good for the organizations involved and good for eastern Missouri and Southern Illinois.”

Would your business or charity like to get involved with Gain by Giving? Email Tracy Hardgrove at thardgrove@stlouisbbb.org to participate. BBB

Businesses that would like to participate in Gain by Giving:● CCR, LLC: Labor (not materials); Construction/remodeling/cabinets/ carpentry/basements/bathrooms● Turner Home Remodeling: Labor (not materials); Kitchen/ bathroom/concrete/roofing/ siding/windows/remodeling Charities that would like to participate in Gain by Giving: ● Center for Head Injury Services: Roof ● Criminal Justice Ministry: Roof ● Lift for Life Academy: Roof● Special Olympics: Roof ● Sunshine Ministries: Roof ● Circle of Concern: Roof ● The Women’s Safe House: Phone system/HVAC/plumbing/vehicles ● Immigrant and Women Refugee Program: Volunteers ● Nurses for Newborns: Diapers and wipes ● HEROES Care: Roofs for vets ● Mary Ryder Home: Roof ● Marian Middle School: Roof ● Lessie Bates Davis: Roof● Neighborhood House: Roof ● Emmaus Homes : Roof ● Good Shepherd Children and Family Services: Roof ● Emissouri Energy Care: Roof (flat) ● The Haven of Grace: Painting, electrical work, tuckpointing

Evans Facility Consultants partnered with LifeBridge Partnerships through BBB. Evans donated their expertise and resources to draw up their facility, do space planning, donate improved workstations and source additional furniture.

Automatically displays

Accreditation Status and Rating

Reviews and composite score easily accessible

Better Business BureauSpring 2017

Better Business Bureau®

Serving Eastern Missouri and Southern Illinois

211 N. Broadway, Suite 2060St. Louis, MO 63102

Start With Trust®

BBB Search Engine Solution

combines consumers' trust in BBB with the power of Google search to put your business near the top of the search results page— where consumers are far more likely to click.

You worked hard to earn your BBB seal. Make sure it's working as hard as it can for you.

SIGN UP TODAY!For more information, contact Miles Ortego Phone: 314-584-6748 email: mortego@stlouisbbb.org

Special service for eligible BBB Accredited Businesses:

SidingRoofing Plumbing

Windows & Doors

Remodelling ElectricalContractors

Mid-MissouriRoofing

Home Health Care

Landscapers

Masonry & Tuckpointing

Auto Repair

Moving & Storage

Gutters

Tax Services

Concrete & Asphalt

Mid-MissouriRemodelling

Auto Body Repair

PestControl

CarpetCleaning

HVAC

Attorneys

Patios & Sunrooms

Real EstateServices

Waterproofing

Homebuilders

Painting

Pest Control Service

SEARCHENGINEMARKETING

When customers

search, help them

find YOU.