2013 Annual Report

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ANNUAL REPORT BBB Serving Denver/Boulder Denver/Boulder BBB Foundation denver.bbb.org

om

pl ai n t s

2013

OUR VISION An ethical marketplace where buyers and sellers can trust each other.

OUR MISSION To be the leader in advancing marketplace trust.

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 agreements and verbal representations.

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.

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The strength of the BBB brand BBB is a private, nonprofit organization that provides services and programs to assist businesses, consumers, donors. and charities. The focus of BBB’s activities is to promote an ethical marketplace by encouraging honest advertising and selling practices, effective dispute resolution, and charity accountability.

400,000 Accredited Businesses in US and Canada

BBB was established in 1912 with your local BBB Serving Denver/Boulder opening in 1951. Today there are 112 BBB’s across the nation and Canada representing more than 400,000 BBB Accredited Businesses and serving millions of consumers and other companies. BBB offers services and outreach initiatives throughout a 12-county metro service area. Having more than 100 years of strength in its brand, your BBB continues to be competitive and relevant by offering educational programs and services in the ever-changing global marketplace.

Our values EXCELLENCE Strive to do our very best. Be accountable to the general public, our members, and to each other for everything we do. Commit to providing the highest quality service with excellence and consistency everywhere we operate.

INTEGRITY Be honest and ethical in all of our business activities. Treat everyone with integrity, keeping our promises and learning from our mistakes. Have the courage to hold fast to our professional convictions.

To accomplish our mission, we commit to the following values to guide all of our decisions and behavior, with each other and with all those we serve.

TEAMWORK Communicate, cooperate and collaborate freely across organizational and territorial boundaries, and work as one team to fulfill our mission.

TRUST Trust in our colleagues throughout the BBB system and in ourselves. Say what we mean and mean what we say. Communicate with honesty and candor.

Data collected from the Nielsen Company (2012), Alexa (2013) and CBBB (2013)

RESPECT Treat everyone with respect and dignity, valuing individual and cultural differences.

People are our fundamental asset. We will empower them to develop and use their talents and capabilities to the fullest.

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Letter from the CEO

At the core of integrity is a dedicated team of people who conduct the right activities for the benefit of others, and all with no desire to be recognized for individual work. That sounds fairly simple and straightforward, but as we know, it is difficult to achieve.

That is why we are privileged to be here at BBB Serving Denver/Boulder.

This organization is full of people who are mission-based, who care passionately about each person and business involved in our community, and who embody all that we believe in when we think of ethics and trust. From our Boards and committees of dedicated civic leaders, to the passionate staff members and volunteers, and throughout our community of accredited businesses and the consumers and businesses we serve, we are so proud of our BBB—your BBB—and all that was accomplished again this year.

“We are committed to serving the nearly two million consumers and 100,000 businesses in our 12-county area.”

Once again we increased the number of people and businesses in our 12-county area of nearly two million consumers and 100,000 businesses through our unbiased services to create opportunities or resolve issues focused on customer service and marketplace trust. More than three million business reviews were read, more than 4 million individuals utilized our website, and our accredited business and charity community grew to nearly 8,000.

Our Operations Department was honored by our National Council of BBBs for the exhaustive work they accomplish, and each of our other departments stayed focused on our key initiatives and goals, helping the organization meet and exceed numerous objectives for our community and accredited businesses.

We encourage you to read through the following report for all of the details. We believe you too will see why we are honored to be here at BBB, where we have the privileged responsibility of continuing the great work begun by many before us as we work alongside people here and across the other BBB offices who dedicate every day to our marketplace of trust and ethics.

Su Hawk President & CEO BBB Serving Denver/Boulder

Paul Johnson Business Development Manager, Peak Chair, BBB Board

Mischa Danaceau, Director of IT, Smash Burger Corporate Chair, BBB Foundation

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“BBB is dedicated to fostering honest and responsive relationships between businesses and consumers.”

Suzann Bacon Vice President, Operations Suzann joined the BBB in 2001 with a degree in Legal Studies from Front Range Community College. Suzann and her staff of 13 manage the BBB’s free services to consumers and businesses that include advertising review, investigations, and complaint processing. Suzann has extensive experience in customer service and administration. She loves the Colorado outdoors, which includes camping, fishing, and walking.

Johnna Caruthers Vice President, Business Relations Johnna has been with the BBB for more than 10 years and carries a BA in Spanish from the University of Maryland and a Masters in Nonprofit Management from Regis University. Johnna’s past experience includes customer service, management, client relations, and program development. BBB’s Business Relations Department of eight employees, is dedicated to delivering support services to its Accredited Businesses that will enhance their knowledge of current programs, and ensure that they leverage all of the advantages of BBB accreditation for the success of their business. Outside of work, Johnna enjoys mountain biking, telemark skiing and spending time with her family.

Aimee Charlton Vice President, Foundation and Director of Events Joining the BBB in 2013, Aimee has experience in event management and nonprofit consulting, including eight years with the Colorado Technology Association. She has a BA in Music from Fort Lewis College in Durango, Colorado. Aimee manages marketing events and the BBB Foundation. The BBB Foundation is a 501(C)(3) that supports the future of the Denver business community through creating ethics education and opportunities for students and youth. Aimee enjoys music, gardening, and new experiences.

Carol Garton Vice President, Marketing Carol joined the BBB in 2013 with 15 years as a corporate CEO in economic and chamber development, and over 25 years in management, small business development, consulting, and marketing. She has a BS in Marketing from Regis University in Denver, Colorado. The marketing department has five staff members that manage media, social and digital media, website development, graphic design, charities, outreach, and events. Carol spends her free time with her husband and family, and she enjoys flower gardening, traveling, the Colorado mountains, and writing. She is a published author of two books.

Janet Langille Vice President, Finance and Accounting Janet joined the BBB in 2013 with an extensive background in nonprofit finance, investments, and banking.

She has a BS in Business Administration/Finance and an MBA from Northeastern University in Boston, Massachusetts. The finance department has three staff members that manage all aspects of business finance for the BBB of Denver/Boulder and the BBB Foundation. In Janet’s free time she enjoys skiing, reading, and traveling.

Marty Siemion Interim Vice President, Business Development Marty has been with the BBB since 2010 and has over 30 years of background in sales and business development. He has a BSBA in Management from the University of Notre Dame and an MBA in Marketing from Rockhurst University. The nine member Business Development team consults with businesses to understand the advantages of accreditation and assist them through the BBB process. Marty enjoys collecting watercolors from an artist in Creede, Colorado.

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Value of your BBB

BBB Serving Denver/Boulder and its Foundation impacted nearly three million consumers and more than 100,000 businesses in our community. We are one of four BBB’s across the state of Colorado that represents the population as a business and consumer resource,

BUSINESS REVIEWS READ N AT I O N A L LY

advocate, advisor, and partner in the community.

131,203,270

One of BBB’s primary functions is to provide free, unbiased Business

LOCAL BUSINESS REVIEWS READ

and Charity Reviews. We encourage the public to contact BBB before doing business with a company or donating to a charity.

3,152,485

Your local BBB maintains nearly 73,000 BBB Business Reviews. The reviews offer basic background information as well as a company’s rating, complaint history, and advertising concerns.

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B B B A C C R E D I TAT I O N BBB Accreditation is offered to businesses and charities that meet our eight Standards for Trust. BBB Accreditation raises the level of ethics in the business community and helps consumers and donors choose trustworthy organizations with which to interact. BBB Accredited Businesses and Charities support the BBB’s free public services and accreditation monitoring by paying annual dues.

NEW BBB ACCRE DITE D BUSINESSES

1,024 NEW SALES REVENUE

$525,598

The highly recognizable BBB logo is authorized only for Accredited Business use. The logo is a trademarked symbol that is synonymous with trust. Each business is provided a BBB dynamic seal for use on their website. In 2013, there were 90,787 dynamic seal clicks by consumers searching for a trusted BBB Accredited Business.

As of December 31, 2013, there were 7,723 Accredited Businesses and Charities in the BBB Serving Denver/Boulder’s 12 county area.

CUSTOMER REVIEWS 2013 ushered in a new BBB Customer Review program. Adding to the many free services BBB offers, BBB Customer Reviews provide consumers the opportunity to post a ‘verified for authenticity’ review. This program launched in the fourth quarter, and your local BBB was one of the first BBB’s in the nation to unveil this unique platform. BBB Customer Reviews give further insight into a company’s behavior and are processed by BBB staff to ensure validity. This program allows the customer to post a positive review on a business and the business can respond to the review.

Accredited Businesses and Charities

T O TA L R E N E WA L S

RETENTION R AT E

$2,762,153

85.2%

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COM M U NIT Y OUTRE ACH Your local BBB informs the public about marketplace issues and provides important tips on how to be a safe consumer or successful business. We further our outreach efforts by producing and participating in community events, workshops and educational seminars, and speaking to many demographics about issues that directly affect them.

In 2013, BBB programming consisted of BBB Nights, Breakfast & Bytes, the Annual Accreditation Celebration, and several other community events and speaking engagements.

CHARITY REVIEW The BBB Charity Review program helps donors find and give to charities they can trust.

Organizations are reviewed using the 20 BBB Standards for Charity Accountability addressing its governance, finances, effectiveness, fund raising, donor privacy and other issues. Organizations are eligible for BBB Accreditation once it’s been determined they meet all BBB standards. Look for the BBB Accredited Charity logo to assist with wise giving decisions.

CHARITY REVIEWS R E A D N AT I O N A L LY

CHARITY REVIEWS A V A I L A B L E N AT I O N A L LY

5.3 MILLION

11,000

LOCAL CHARITY REVIEWS READ

LOCAL CHARITY R E V I E W S AVA I L A B L E

28,185

762

ADVE RTISING RE VIEW BBB’s roots are in assisting businesses in self-regulation in their advertising. Within this program, BBB regularly reviews local advertising to be sure it is truthful and not misleading to the consumer by using the BBB Code of Advertising as our guide. In 2013, your BBB made 342 businesses aware of ethical advertising guidelines and encouraged making the proper advertising corrections.

DISPUTE RESOLUTION By providing BBB Business Reviews to the public, we hope to assist with resolution in all sectors of the marketplace. Unfortunately, problems still occur, which create a demand for dispute resolution services.

BBB’s general complaint services are free to the public.

In 2013, out of nearly 8,000 BBB Accredited Businesses, BBB acted as a neutral third party to only .05% of BBB Accredited Businesses as a facilitator for communications between the complainant and the organization that received the complaint, showing the ethical business practices that Accredited Businesses deploy. We are proud that a large number of our BBB Accredited Businesses make a reasonable good-faith effort to resolve the issue raised by the complainant.

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BBB COMMUNIT Y G U IDE R E ACH E D

300,000 CONSUMERS IN 2013

MEDIA BBB Serving Denver/Boulder is a respected voice in the media, delivering messaging to both the business and consumer base. News media regularly seek BBB’s expert advice on businesses, charities, scams, and general information for consumers. BBB reaches the population through regular appearances on local television, radio, print media, and bus advertising. BBB Denver/Boulder publishes its own Community Guide magazine four times a year that reaches 75,000 consumers each quarter. In 2013, your BBB had 848 earned media stories and mentions.

EARNED MEDIA

848

Our social media presence continues to grow and thrive on Facebook, LinkedIn, Twitter, and YouTube.

Although once thought to be a fad, social media has proven to be a powerful and evolving online media source. We recognize that it provides an excellent way to distribute vital information to a number of groups: consumers, Accredited Businesses, and businesses who would like to become accredited. We seek to create content that is both informative and fun in order to keep our followers interested in, and excited for, upcoming posts. We plan to continue to expand our online presence throughout the upcoming year with a focus on video creation.

T O TA L WEBSITE VISITS

T O TA L U N I Q U E WEBSITE VISITS

FAC E B O O K PAG E IMPRESSIONS

4,030,695

3,373,095

154,200

FACE B O O K LIKES

T O TA L N E W FACE B O O K FA N S

TWITTER FOLLOWERS

YO U T U B E VIEWS

1,242

324

2,874

324

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Key Highlights

As BBB expands its strength and value in the community for both consumers and businesses, it is important that we focus on intentional outcomes, identify key leadership initiatives within our community, strengthen and increase results throughout the organization, and continue with the highest integrity and accountability.

2013 GOAL S Be the marketplace leader on behalf of ethics and business standards for consumers and businesses in the Denver/Boulder community. Continue to be the trusted resource for consumers by providing awareness, consumer and business counseling and investigations, and expand our stakeholder community Grow the retention even further with our nearly 8,000 Accredited Businesses to reflect our commitment and value to these important businesses Increase the value proposition to our current and new Accredited Businesses, and increase awareness of our services and the importance of business standards As a business, always monitor costs carefully and ensure the organization continues to serve our important consumers and businesses Enhance our internal processes and culture to ensure a professional and productive environment

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B B B B O A R D I N I T I AT I V E S The joint BBB and BBB Foundation Boards established key initiatives for 2013 and beyond:

Create thought leadership on behalf of marketplace trust in our 12-county region, across the state, and as an example for our BBB network Research and develop technology and create new innovation throughout the organization Make our BBB even more convenient for consumers and businesses; understand what our stakeholders need and make our services relevant to the ever-growing spectrum of people and businesses we serve Provide direct and tangible ROI for businesses who believe in our standards of trust Create new partnerships and packaging of services to enhance the offerings we provide for those who support our organization

2013 DENVER.BBB.ORG

4,030,695

3,373,095

Total website visitors in 2013

Total unique website visitors in 2013

B B B N AT I O N A L S U R V E Y

BBB leads as the preferred resource of choice for hiring companies and purchasing decisions

7 7 out of 1 0 0 C O N S U M E R S

Rating sources are among the TOP FIVE INFLUENCERS

on decision to purchase

are familiar with BBB

8 4 out of 1 0 0 C O N S U M E R S are likely to consult BBB and would consult BBB for contractor purchases

7 1 out of 1 0 0 C O N S U M E R S are likely to consult BBB and would consult BBB for in-person purchases in a business or store Nielson Company (2012) Alexa (2013) CBBB (2013)

2013 BUSINESS REVIEWS READ

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Local Impact of BBB A comprehensive study about perceptions toward the BBB and Accreditation were conducted and completed in December 2013, by BBB Serving Denver/Boulder and MGA Communications.

Three key business segments were surveyed: Current Accredited Business Former Accredited Businesses Never Accredited Businesses General impressions of the BBB were quite positive. More than nine in ten current Accredited Businesses (92%) had favorable impressions, with 57% viewing the organization “very favorably.”

LOYALTY AMONG CURRENT ACCREDITED BUSINESSES MEDIUM

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T

N

ABs

CUR

Non-ABs

Non-Accredited Businesses at 54% revenue growth.

VALUE OF ACCREDITATION 87 percent of current Accredited Businesses say their company’s accreditation with the BBB is of high value

GH HI

65% of BBB Accredited Businesses experienced revenue growth compared to

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REVENUE GROWTH IN 2013

LOYALTY AC

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65%

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54%

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• 92 percent are likely to renew their accreditation • 88 percent are likely to recommend a business to become BBB Accredited

92 percent of current Accredited Businesses have a favorable impression

• At least two in three businesses have

a favorable impression of the BBB

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2013 Survey Results PURPOSE OF BBB six in 10 businesses believe the purpose of BBB is to represent both businesses and consumers.

Among current Accredited Businesses, 84% About

believe it.

BUSINESS RATING SYSTEM OR REFERRAL SOURCE About four

in 10 businesses are actively engaged with some type of business rating system or referral source,

Using Rating System 40%

whether it is online or not.

• For handling

consumer complaints

ACCREDITED BUSINESSES MENTION MEMBERSHIP in 10 current Accredited Businesses mention their membership in the BBB if the topic is

t h o rit y

Co

m plaints

FAMILIARITY WITH BBB At least seven

in 10 businesses

are familiar with the Better

More than eight

relevant to a conversation.

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company’s reputation

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customer trust and confidence

• For enhancement of a

• A valuable resource for unbiased information on businesses and charities

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• For

KEY BBB BENEFITS AND SERVICES

Han

TWO KEY REASONS WHY BUSINESSES BECOME BBB ACCREDITED

80% +

Using Rating System 40%

Business Bureau.

75% of never Accredited Businesses are aware of the BBB accreditation process that they know allows use of the BBB logo.

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THE BBB FOUNDATION tomorrowsmarketplace.org

BOULDER

FALL OF 2013 BROUGHT A NEW AND CLARIFIED MISSION To support the future of the Denver/Boulder business community, raising up an ethical marketplace for tomorrow, by creating both ethics education and opportunities for students and youth.

2013 HIGHLIGHTS

2013

More than 1,000 Donations in 2013

More than 850 Donor Companies or Individuals

BBB FOUNDATION ACTIVITY 2012 $276,211 Revenue

$124,002

$96,505

$9,889

$119.657

4,348/$47,828 More than 800 Friends of the Foundation Donations

$252,873

Program Expenses

$141,181

Administrative Expenses*

$93,327

Fund Raising Expenses

$5,473

Ending Assets Volunteer Hours/Value

$73,840 3,566/$37,775

*The Foundation owns the building that houses BBB Serving Denver/Boulder.

Administrative Expenses include those associated with the building.

5 Scholarship Recipients

5 Torch Award Recipients

SMARTS Program A PROFESSIONAL MENTORING INTERNSHIP

Total Intern Hours 4,246

Founded in 2011, the SMARTS program provides entry level office tasks and a supportive environment for those preparing to enter or re-enter the workforce. The program offers diverse interns as well as extensive reach into the community.

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Foundation ship The BBB y Scholar of Integrit Student

Preparing an ethical workforce is essential in generating economic

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growth in Colorado. BBB Foundation scholarships provide opportunities for students who are economically challenged to have a road to success. Scholarships awarded range from $750 to $10,000.

2013 Scholarship Recipients left to right: Keylan Villagrana Juarez, Muguel Valles, Rikki Salas Not pictured: Chak Mu, South High School and Jessica Boyd, Platte Canyon High School

Attracting more than 400 attendees, this event recognized businesses, nonprofits, and individuals that actively demonstrate ethical practices in the communities in which they operate.

THANK YOU TO TORCH AWARDS SPONSORS

2013 Torch Awards Recipients left to right: Dave Ryan, Big Brothers Big Sisters of Colorado, John Gibson, Swingle Lawn, Tree & Landscape Care, Chris Cumpton, Integrity Electrical Not pictured: 2013 Individual Torch Awards Winners Raymond Garcia, DRG & Associates and Colleen Suitt, Colorado Christian University

BBB Denver/Boulder 2013 Directors BBB BOARD CHAIR Paul Johnson, Principal/Owner BridgeFIT Technologies

FOUNDATION BOARD CHAIR Mischa Danaceau, Director of IT, Smash Burger

BOARD CHAIR ELECT Trish Thomas, President, Trish Thomas Consulting, LLC

FOUNDATION BOARD CHAIR ELECT Brian Cook, President, Perfect Processing

BOARD TREASURER Scott Shields, CEO, Family Tree, Inc.

FOUNDATION BOARD TREASURER David Brown, Vice President/Sr. Relationship Manager, Key Bank, NA

BOARD SECRETARY Vicki Pine, Director of Administrative Services, Swingle Lawn, Tree and Landscape Care IMMEDIATE PAST BOARD CHAIR Mark Renn, CEO, The CS Team BOARD MEMBERS-AT-LARGE Chris Boumeester, Vice President, Colorado Asphalt Services Melvin Bush, President, Insurance Design & Placement Claudean Champagne, Managing Partner, Handyman Connection Bill Cook, President, Howard Lorton Galleries Mischa Danaceau, Director of IT, Smash Burger Juli Dimos, Creative Director, VocoCreative John Eckstein, Director, Fairfield & Woods, PC Sam Hosfelt, Senior Project Manager, Kiewit Building Group Tunde Johnson, Community Leader

Peggy Altschuler, Owner, LegalShield Steve Breitman, President, Mindful Business Solutions Doug Priest, Business Banking Officer, US Bank Anne Tapp, Executive Director, Safehouse Progressive Alliance for Nonviolence

IMMEDIATE PAST FOUNDATION BOARD CHAIR Heinz G. Buschang, PhD, Dean, School of Management, College for Professional Studies, Regis University

Julie Thenell, Vice President, Delta Research

FOUNDATION BOARD MEMBERS-AT-LARGE

Bill Treadwell, Chair and Coach to Chief Executives/ Business Owners, Vistage International

Scott Bemis, President & Publisher, Denver Business Journal

Trish Thomas, President, Trish Thomas Consulting, LLC

Steve Breitman, President, Mindful Business Solutions Moses Brewer, Retired, MillerCoors Tom Brock, Publisher, Brock Media Jan Campbell, Senior Vice President, Wells Fargo Soraya Cartwright, CEO, Life’s Sweet Roxanne M. Gonzales, Academic Dean and Professor, College for Professional Studies, Regis University Anthony King, Attorney at Law, Anthony A. King Law, LLC

Marvin Kansteiner, President, Brothers Plumbing & Heating

Michelle Morawiec, Director, Partnership Marketing and Media Sales, Kroenke Sports & Entertainment

Rob Naish, Customer Service Director, American Furniture Warehouse

BOULDER ADVISORY COMMITTEE MEMBERS

FOUNDATION BOARD SECRETARY Lisa McAlister, Principal, With Good Cause, Inc.

Brenda Jones, President, Premier Commercial Interiors

Greg Livin, Principal, Bradley Consulting Group, PC

BOULDER ADVISORY COMMITTEE CHAIR Tom Brock, Publisher, Brock Media

Christopher Stengle , Director of Business Development, Public Service Credit Union

Kim Oberg, Executive Director of Healthcare Strategy, Kaiser Permanente Carlos Pacheco, CEO, Premier Members Federal Credit Union Richard Pettis, Staff Trainer, Public Service Credit Union Mary E. Ricketson, Director, Leadership Foundation, Metro Denver Chamber of Commerce Dave Steiner, Partner, EKS & H Jerry Vigil, CIO, Bill Barrett Corporation Brian Wagner, Principal/Success Strategist, Bradley Consulting Group, PC

1020 Cherokee Street Denver, CO 80204 Phone 303.758.2100 April 17, 2014

denver.bbb.org boulder.bbb.org

tomorrowsmarketplace.org info@denver.bbb.org

This publication created and co-designed by Vickie Denham, Graphic Designer, BBB Serving Denver/Boulder.