2017 annual report - better business bureau · 2 president’s report this annual report is a...
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Better Business Bureau of Upstate New York
2017 Annual Report Our Businesses, Our Communities, Our Mission
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PRESIDENT’S
REPORT This annual report is a review of Better
Business Bureau (BBB) of Upstate New
York programs and services for the year
ending December 31, 2017. BBB serves 48
counties of Upstate New York from our
headquarters at 100 Bryant Woods South,
Amherst, NY 14228.
I am proud to present this report, which is
the product of the work of over 35
dedicated employees. We continue to reach
out to the over 6 million people and over
135,000 businesses in 750 cities, towns and
villages across the region; making our
marketplace a place where buyers and
sellers and charities and doners can trust
one another. Warren E. Clark President & CEO
2017 Highlights
Dramatically increased our visibility in Upstate New York:
Sponsored and attended home shows in Albany, Buffalo, Olean,
Rochester, and Syracuse, in addition to traveling across Upstate to
work with new Community Partners on programming. We also
added over 20 partners in 2017.
Overall retention grew to 84%
Since we raised dues and switched to monthly payments we have
increased sales by 33% (January 2016-December 2017)
We are set to publish our 3rd annual Giving Guide for charities
We saw a 66% increase in the number of customer reviews we
published in 2017 from 2016. Consumers want to share their
experiences and BBB has made it quick and easy for consumers to
do so
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2018 Board of Directors
Cindy Algase Gradl, Chair
David Carr, Vice Chair
Brian Peek, Vice Chair
Norbert Rappl, Secretary
James Dunn, Treasurer
Steven Abramson
Phil Arno
Jason Botticelli
Warren Clark, President & CEO
Marilynn Fleckenstein
Richard Kaplan
Michelle Light
Patricia McGrath
Tom Nolte
Lynn Oswald
Jennifer Page
Ron Papa
Joseph Petrozzi
Joseph Pinkans
David Polino
Thomas Schratz
Richard Shaner, Jr.
Paul Stasiak
Richard Wall, Ph.D
Eugene Welch
John Wynne
Robert Zabel
Sharon Prise Azurin, Counsel
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Operations
2017 TOP 10 INQUIRIES MADE 2017
TOP 10 COMPLAINTS FILED 2017
Industry 2017 2016 Change
Collection Agencies 195,537 251,751 -22.3%
Construction Services 84,319 42,940 96.3%
Roofing Contractors 81,037 66,814 21.3%
General Contractor 80,703 118,987 -32.2%
Internet Services 47,825 45,144 5.9%
Home Improvement 40,438 37,837 6.9%
Paving Contractors 37,884 37,145 1.9%
Used Car Dealers 35,836 48,855 -26.6%
Plumber 34,838 37,291 -6.6%
Correspondence
Schools 33,469 25,223 32.7%
Industry 2017 2016 Change
Internet Service 4,382 5,945 -26.3%
Collection Agencies 1,128 2,073 -45.6%
New Car Dealers 563 573 -1.7%
Auto Repair 447 491 -8.9%
Furniture Stores 373 374 -0.3%
Used Car Dealers 353 335 5.4%
Construction Services 171 199 -14%
Bank 168 244 -31.2%
Pest Control 142 101 40.6%
Restaurants 132 125 5.6%
Phishing 514
Travel/Vacation 108
Online Purchase 82
Employment 50
Tax Collection 45
Tech Support 41
Government Grant 36
Debt Collections 30
Sweepstakes/Lottery/
Prizes
25
Healthcare/Medicaid/
Medicare
20
TOP 10 REPORTED SCAMS 2017
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Business Relations 2017
Accredited Businesses: 6,462
New Accredited Businesses: 1,588
Revenue: $790, 516
Retention Overall: 84%
2017 Top Performers
Debbie Bender—303 newly accredited businesses
Mary Griffin—253 newly accredited businesses
Jeff Criden—192 newly accredited businesses
Sandra Montgomery—177 newly accredited businesses
Brandi Schramm—151 newly accredited businesses
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Marketing & Communications
2017
Media Mentions
1,385
Impressions: 210,000
Followers: 732
Impressions: 259,000
Fans: 2,131
Likes: 1,261
Followers: 107
Highlights
Sponsored and attended home shows in Albany, Buffalo,
Olean, Rochester, and Syracuse
Traveled across Upstate to work with new Community
Partners on programming; added over 20 partners in 2017
Increased social media reach with Instagram and Twitter
Through our in-house studio, reached more media markets
with timely interviews and information
Did Facebook live “broadcasts” of our two Torch Award
presentations
Worked with WGRZ-Channel 2 in Buffalo to tell the story of
a woman who lost thousands of dollars in an online puppy
scam, which coincided with the release of BBB’s study on
puppy scams
Used Streampage to enhance our marketing and retention
efforts to its fullest
Worked to shut down fraudulent Buffalo Sabres
merchandise website
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Community Partners 2017
In its first full year, Better Business Bureau of Upstate New York’s Community
Partner Program added chambers of commerce from all over Upstate New York.
The goal of the Community Partner program is to help create better growth
opportunities for the businesses in each organization, with the end goal of driving
more traffic to local businesses. BBB provides programming and sponsorships to
Community Partners, as well as webinars and other timely information.
Community Partners in 2017
Bethlehem Chamber of Commerce
Canadaigua Chamber of Commerce
Centerstate CEO
Cheektowaga Chamber of Commerce
Chemung Chamber of Commerce
Clarence Chamber of Commerce
Colonie Chamber of Commerce
Greater Baldwinsville Chamber of Commerce
Greater Liverpool Chamber of Commerce
Greater Olean Chamber of Commerce
Greece Regional Chamber of Commerce
Guilderland Chamber of Commerce
Lewis County Chamber of Commerce
Niagara River Region Chamber of Commerce
Niagara USA Chamber
Rome Chamber of Commerce
Southtowns Builders Association
Watkins Glen Chamber of Commerce
West Seneca Chamber of Commerce
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Charity Review
The Giving Guide
7,000 guides distributed
to 48 counties throughout
Upstate New York
Provides charities an
opportunity to demon-
strate their transparency
to their donors
Total Accredited Charities: 27
Meets Standards: 12
Misses Standards: 12
Non-Disclosure Report: 236
Seal Revenue: $5,804.17
Seal Participants: 23
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2017 Upstate New York Home Shows
Home Shows
Albany Times Union Home Show
Buffalo Home Show
WNY Home and Garden Expo
Greater Olean Home Show
Central New York Home and Garden Show
Rochester Home and Garden Show
BBB sponsored shows across Upstate New York and visited
with hundreds of accredited businesses, delivering plaques
and confirmation on BBB benefits
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YEAR IN PHOTOS
Warren Clark distributing the 2017 Torch Awards
BBB Upstate
New York
employees
enjoying a
homemade
Thanksgiving
lunch
Showing our Buffalo Bills pride! Go Bills!
S
H
R
E
D
D
A
Y
Donating
old prom
gowns to
Gowns
for Prom
2017
BBB
joined
Senator
Gillibrand
in her
efforts to
stop
senior
scams
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2017 Financial Report
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2017 Financial Report