MarketMonitortheNews for Better Business Bureau Accredited Businesses October 2012

INSIDE

Service to the CommunityReports issued on companies/charities.................. Customer complaints filed............. Lists of BBB Accredited Businesses provided by industry...................www.cleveland.bbb.org visits......Advertising review cases initiated......

The Short ListTop 10 Businesses with

Unanswered Complaints*

Real Benefits AssociationAvon Lake - 87 ComplaintsFriendship House II, Inc.Westlake - 60 ComplaintsNon Stop ConnectionsPepper Pike - 59 ComplaintsTTI Floor Care North AmericaSolon - 45 ComplaintsAutomeds.comCleveland - 29 ComplaintsDaniels Home FurnishingsCleveland - 26 ComplaintsAmerican AsphaltChesterland - 26 Complaints Direct DetailBrook Park - 26 ComplaintsThe Modification Group, LLCBroadview Heights - 24 ComplaintsUniformDiscount.comMentor - 22 Complaints

*past 36 months

Greater Cleveland BBB Activity Report January - September 2012

729,1677,568

44,877685,632

286

Cleveland BBB Centennial 1913 - 2013

BBB Accredition for Local Roofing Company Revoked

On Our Radar

Students of Integrity Search Has Begun!Intellicorp Discount

BBB Member Benefit

Dick Feagler

How to Spin a Bad Online Review Into a Good Customer Experience

You can please some of the people all of the time, you can please all of the people some of the time,

but you can’t please all of the people, all of the time.

Online reviews are here to stay. Whether your business has garnered reviews on BBB’s website or other popular venues, sooner or later, every company will have to deal with negative feedback. While the overall feedback from BBB’s own customer reviews is generally positive – in about a 2 to 1 ratio – sooner or later a disgruntled cus-tomer will want to voice his or her experience about your company.

If you get a negative review - First of all, don’t think of this as an entirely bad thing. Think of it as an opportu-nity to showcase your professionalism and your company’s exemplary customer service skills. Often, a customer just wants to know that their voice was heard. It’s not uncommon for a customer to change their opinion of the company for the better after their complaints are addressed. It’s better for other potential customers to see a resolved complaint with positive communication between two parties than a festering, unresolved one.

This Will Be Big!Your Better Business Bureau will mark 100 years of service to Cleveland’s consumer and business communities in 2013!

The first steps in the creation of the modern Better Business Bureau that we know today were taken in 1912 when individual advertising “Vigilance Committees” sprung up across the nation to combat dishonesty in advertising. The Cleveland Ad Club established one here in 1913. These committees banded together in 1921 under the name “National Better Business Commission of the Associated Advertising Clubs of the World” and spun off as “Better Business Bureaus” several years later.

To commemorate this milestone, preparations are well underway for our Centennial bash. The festivities will

take place Thursday, December 6th from 7:30 to 9:30 am at the Downtown Hilton Garden Inn, 1100 Carnegie Avenue. Our breakfast event will feature a keynote address by Cleveland native and legend, Dick Feagler, and a historical documentary and displays. We will also be celebrating BBB Accredited Businesses that have been established in the Cleveland area for 100 years or more, as well as those truly committed companies which have supported BBB for 50+ continuous years. The BBB’s 2012 “Students of Integrity” will also be honored.

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Change Your Accounts Payable Address

The BBB’s new address for receiving payments has changed. Please update your records. The new address is:

Better Business BureauPO Box 91039

Cleveland, OH 44101 - 9003

USPS Statement of Ownership

October 2012

On Our RadarCargoPants.com - Located in Rocky River, this “F” rated online retailer of clothing has been non-responsive to consumers inquiring about the status of orders or seeking refunds for unfulfilled orders. All complaints remain unanswered. The Postal Inspection Service and Ohio Attorney General have been notified.

Automeds.com – This online seller of auto and truck parts has an “F” rating at BBB for a record of unanswered complaints. Consumers report orders are not received and the business doesn’t respond to requests for refunds. BBB has alerted the Ohio Attorney General.

Daniels Home Furnishings – BBB has over 30 complaints about this Cleveland retailer. Consumers report the furniture is of poor quality and needs repairs within a short time of delivery. Daniels Home Furnishings has not answered most complaints and has an “F” rating.

How to Spin a Bad Online Review... (Continued from Front)

Savvy consumers can also figure out on their own whether or not a customer’s complaints or expectations are unrealistic or if they have valid concerns.

Take online reviews seriously and don’t leave the duty of responding to them to entry level customer service reps. Remember, what your company writes online will stay forever. Any snarky comments will be left for the whole world to see.

BBB recommends your company keeps these tips in mind when responding to customer complaints:

• Respond quickly.• Be sincere and apologetic.• Respond publicly, and, when possible, take the conversation offline and contact the customer directly to make reparations. • Always use a professional and neutral or positive tone.• Don’t be emotional.• Remember, what you write is online forever.• When in doubt about the tone of your response, have someone else

read it over.

This Will Be Big! (Continued from Front)

Dick Feagler is a Cleveland icon. He is Cleveland’s only newsman to win both of broadcast journalism’s most coveted national awards - the George Foster Peabody Award and Columbia University’s Alfred I. DuPont award for commentaries. His colorful observations on local developments are hugely popular. With such an accomplished career spanning decades in Cleveland, his presentation won’t be one to miss!

BBB Accredited Businesses receive the first two admissions at no charge Additional tickets are only $25 each. RSVP to Mary Hanes (216) 623-8964 x121 or e-mail: mary@cleveland.bbb.org

Affordable Sponsorship & Ad Opportunities Still Available!

Your BBB also has affordable table sponsorships along with half and quarter-page ad slots available in our December event program. If you would like the benefit of exposure at the event plus significant year round exposure connected to BBB’s 2013 Centennial activities, become a BBB Centennial Partner for only $1,500. For more information about sponsorship benefits, or to place an ad, please call Sara Jennings at (216) 623-8964 x106 or e-mail her at sara@cleveland.bbb.org.

October 2012

“Students of Integrity” Search Has Begun!

BBB’s Annual Student of Integrity Scholarship Competition is in full swing with scholarship application letters sent in early September to high school guidance counselors and principals in the five county area BBB serves.

The awards celebration this year will be in conjunction with BBB’s Centennial Celebration. Four winners receive scholarship funds of $1000 each with the top winner getting $2500.

A tip of the hat to the sponsors for this year’s event: Dominion, John Carroll University, Benesch Attorneys at Law, Sheakley, Easton Telecom Services, and Apprisen.

If you want to learn more about the Students of Integrity Scholarship, would like to become a sponsor, or have any other questions, please contact Sara Jennings at 216-241-7678 ext. 106

B2B Discounts for BBB Accredited Businesses

Document ShreddingAll 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.

Phone ServiceEaston Telecom - Rates ranging from 2.5¢ - 3.5¢/minute for long distance calls, toll-free lines as low as 1.79¢/minute. 5% discount off most retail services. Contact Jim Butler at (800) 222-8122.

Pre-Employment Background ReportsInstant online Criminal Checks for under $10 each. Other reports also discounted. Monthly fee waived (save $120 a year!), $100 enrollment fee waived. Call IntelliCorp at (800) 539-3717.

Payroll ServiceHeartland Payroll Co. - Savings of as much as 50% on payroll fees. Call Brian Nelson at (440) 371-5245.

BBB generates revenue from some member discount programs that is reinvested into

the organization’s operations.

Intellicorp Offers Discounts on Background Checks and More!

As a BBB Accredited Business, you are eligible for valuable discounts on pre-employment background checks from Intellicorp. Since inception, 62 Accredited Businesses have signed up for this program and in the last 12 months alone, over 1900 reports have been requested through this discount program.

When recruiting employees, you want as much information at-hand and easily accessible in order to make a smart decision. Intellicorp provides instant online criminal checks for under $10 each. Other reports are also discounted. Enrollment and monthly fees are waived as well.

Enjoy the benefits many area businesses are already using. As John Langer, President of H. Jack’s Plumbing and Heating Co. in Cleveland states, “In the hiring process, unfortunately, people are not always what they appear to be. Companies such as Intellicorp help you sort through it. Being a plumbing and heating service company that works in residential homes, first and foremost, we have a responsibility to provide quality people to our customers.”

Intellicorp’s online system offers criminal records, driving records, education verification, professional license verifications, and more. For more information, call Intellicorp at 800-539-3717. You can also register online at www.intellicorp.net and enter the BBB promotion code CLEOHBBB.

BBB Accreditation for Local Roofing Company Revoked

BBB accreditation is a privilege given to businesses which agree to comply with BBB Standards. Accreditation is suspended by BBB staff when a company fails to live up to those standards. Suspensions are referred to the Accreditation Committee of the BBB’s Board of Directors, which rules on revocation.

The BBB Accreditation of All Ohio Roofing & Construction of Chardon was revoked due to the company’s failure to respond to and resolve three BBB com-plaints received in 2012. The complaints alleged poor workmanship and failure of the company to return to the consumer’s home to address repair issues.

The Market MonitorBetter Business Bureau2800 Euclid Ave., 4th Fl.Cleveland, OH 44115-2408

The Market Monitor (ISSN 1085-5122). October 2012. Volume 7 No.5. Published bimonthly in February, April, June, August, October and December by the Better Business Bureau, Inc. 2800 Euclid Ave., 4th Floor, Cleveland, OH 44115-2408, Periodicals postage paid at Cleveland, OH. POSTMASTER: Send address changes to: The Market Monitor, 2800 Euclid Ave., 4th Fl, Cleveland, OH 44115-2408.

Periodicals Postage Paid

Don’t Forget to Vote!

October 2012

(The Plain Dealer, September 11, 1932)

BBB will be hosting an informal Annual Meeting of the Members later this month. Elect and meet BBB’s board members and officers, and enjoy light refreshments in an intimate setting.

When: October 30th, 9:15-10:00 AMWhere: PNC Offices, 23000 Millcreek Blvd, Rm 1A, Highland Hills, OHWho: Nominated to join the BBB Board are: Linda Kane (Forest City Enterprises), Dan Geller (Fish Furniture) and James Drozdowski (Hahn, Loeser). Nominated as officers: Ingrid Halpert, Weiss Movers (Chairman), Ella Fong, Ideastream and Moreen Bailey-Frater, WEWS (Vice-Chairs), Bill Mann, Joseph, Mann & Creed (Treasurer) and James Lineweaver, Lineweaver Financial (Secretary).

Please RSVP for security purposes to Mary Hanes at 216-623-8964 x121.Can’t join us? Fax your proxy vote to us at 216-861-6365.

PROXY I appoint Marlene Herman my true and lawful proxy with power of substitution for me at the Annual Meeting of the Members of the BBB, Inc. (Cleveland, Ohio) to be held on Tuesday, October 30, 2012 at 9:15 AM, to vote for directors and officers of said organization as fully as I could do if personally present.

Name _____________________________________________

Signature __________________________________________

Company _________________________ Date: ____/____/____