StartWith

Trust®

®

Better Business Bureau® serving Northwest Florida

2014Annual Report

Your BBB®|Northwest Florida

BBB StaffNorman Wright,

President/CEO

Danielle Rudd, 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

David 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 supporting its services to consumers and busi-

nesses. In 2014, BBB services to the public increased more than ever before, show-ing that your BBB is not only continuing to grow in relevance, but in awareness as well.

This past year a record number of consumers utilized the re-sources offered by your BBB. While we provide many diverse services, from varied informational and educational 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 more than 569,565 business re-views, and we resolved 1,751 complaints. With more than 5 mil-lion impressions through local media partnerships, thus prov-ing 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.

Nearly 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 Fran Crumpton Gulf Coast Trade Exchange

Vice Chair Carroll Scarborough Pen Air Federal Credit Union

Secretary Eddie Hill Awards Masters

Treasurer Will Clause Doodlebuggers

Legal Counsel Kerry Ann Schultz Fountain Schultz & Associates

Past Chair David DelGallo Advanced Construction Services

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.

Scott Schroeder WPNN Radio 970

Melinda Shirley Gulf Power

Jeff Vannoy Vannoy’s Tires

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 repair & services4. Television- cable, CATV &

satellite5. Locks & locksmiths6. Auto dealers- used cars7. Real estate8. Magazine sales9. Roofing contractors10. Loan servicing

Top 10 Inquired About Industries1. Roofing contractors2. Travel agencies & bureaus3. Heating & air conditioning4. Vacation rentals5. Auto repair & services6. Real estate7. Auto dealers- used cars8. Contractors- general9. Home builders10. Construction & remodeling

services

Accredited Charities ¾ Catholic Charities of

Northwest Florida, Inc. ¾ Community Drug and Alcohol

Council (CDAC) ¾ Council on Aging of West

Florida ¾ Gulf Coast Kid’s House ¾ Ronald McDonald House

Charities of Northwest Florida ¾ United Way of Escambia

County ¾ Waterfront Rescue Mission ¾ West Gadsden Historical

Society

419

,38

2

2010 2011 2012 2013 2014

Instances of Service

BBB Accredited Business Rosters

Complaints15

8,0

58

0

100,000

200,000

300,000

400,000

500,000

600,000

700,000

800,000

69

7,26

8

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

180,000

2010 2011 2012 2013 2014

122,0

99

2010 2011 2012 2013 20142,400

2,500

2,600

2,700

2,800

2,900

3,000

3,1002,7

21

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.

New website: The webiste has many enhanced features for consumers and businesses. The new search tool will allow customers and potential customers to find local information first, and provides a patch to each BBB’s Accredited Business Directory. The site will help customers identify scams and find businesses they can trust, so they’re less likely to patronize untrustworthy or scam companies and instead support ethical businesses like yours. The consistent domain name construct will boost SEO scores and domain authority scores. This will help Accredited Businesses that use the dynamic seal on their own website.

Co-op advertising: Your BBB|Northwest Florida 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 nearly 10,000 copies of this 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 offering 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 2014, your BBB|Northwest Florida:

¾ Had a 72% resolution rate on the 2,721 complaints processed in an attempt resolve disputes between consumers and businesses.

¾ Responded to 697,268 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. This is a 10% increase over last year.

¾ Provided 122,099 customers a list of trustworthy local BBB Accredited Businesses by industry.

¾ Welcomed 205 businesses that made a new commitment to BBB’s 13 Standards for Trust and earned BBB Accreditation.

¾ Offered 1,148 people the opportunity to hear one of 44 educational presentations tailored for them through the BBB Foundation last year.

¾ Opened 39 advertising review cases where local advertising did not adhere to BBB’s Code of Advertising, creating a level playing field.

¾ Directed 10,003 potential consumers from our website to Accredited Businesses websites.

¾ BBB Accredited Business dynamic seals were clicked on 3,704 times directing consumers from an Accredited Business’ website to the business’ BBB Business Review.

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 now post job openings for free under our Jobs Link, letting job hunters know that a trustworthy business is hiring.

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 webpage and Facebook page with a call to action and with your BBB rating dynamically updated.

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: The newly redesigned nwfl.bbb.org allows users to find a BBB Accredited Business from their cell phone, PDA or wireless handheld device. The latest revision provides a cleaner “Find a Business or Charity” interface and now includes the BBB News Center and 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 32 news releases, scam alerts and articles were distributed to over 150 local TV, radio, online and print media outlets. At least 600 times BBB was mentioned in local TV, radio, online and print media news stories with well over 5 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 44 presentations across northwest Florida, reaching 1,148 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 7 different tradeshows and expos held across northwest Florida. Speaking one-on-one with 651 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 5,047 people across northwest Florida

responsibly destroy 145,000 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 paid off in big ways in 2014!

Our BBB Military Line program continues to partner with local military installation finanicial 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 work hard to promote good and reliable consumer practices. We educated 777 military personnel at 27 presentations on military installations throughout northwest Florida.

Your BBB is also represented on BBB Military Line’s steering committee. This committee is comprised of other BBBs with active BBB Military Line programs. This group meets regularly and discusses strategies for the future and ways to leverage BBB Military Line programs for optimal BBB participation and exposure.

Chair Gary Barnes

Wal-Mart, Creighton Rd

Past Chair Lori Clause

Studer Group

Vice Chair Eddie Hill

Awards Masters Prosperous IM

Treasurer Jim Cox

JLSC Properties, LLC

Secretary Will Clause

Counsel Kerry Ann Schultz

Fountain Schultz & Associates

Trustees

Ronnie Gilmore Gilmore Services

Ted Kirchharr Landrum Companies

Foundation Trustees

BBB Foundation|Northwest Florida

The 2014 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, rasing $4,078 to help with the BBB Foundation fulfill its vision of “creating an ethical marketplace through community education and recognition programs”. 27 Accredited Businesses donated items to silent auction.

The Torch Awards WinnersTorch Award for Marketplace Ethics: Evans Automotive Service Center, Gilmore Services, Pen Air Federal Credit Union, Council on Aging of West Florida, Ronald McDonald House of Northwest Florida, J&F Autowerks, Alpha Foundation Specialists, Burg Management Company, Bubba Hill Auto Plaza

Torch Award for Marketplace Ethics- Honorable Mention: Gulf Coast Air Care

Customer Service Excellence Award: David Apple with Apple Market, Joshua Griffin with Alpha Foundation Specialists, Ronald Mitchell with Christian Memorial Chapel

Student Ethics Scholarships: Naomi B. Allen, Sarah Kaitlyn Goff, Margaret Player, Alexander C. Fager, Regan McAllister, Charles Fletcher Shackelford II, Camerin Jade Dixon, Calen Paul Masai, Nhung Phan

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 | 800.729.9226info@nwfl.bbb.org | bbb.org

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