BBB Continues to Evolve in an Ever Changing Marketplace

Huffington Post writer, Ann Brenoff recently shared her experience using Twitter for customer complaints and the power that social media has in the all encompassing arena that is customer service.

“Twitter, for all intents and purposes, is the new Better Business Bureau. The ability to publicly shame a company for its bad service is a weapon in the consumer arsenal that shouldn't be overlooked. An unfavorable tweet can ding a company's reputation, something that major businesses have become aware of.”

Won’t you Tweet with Us

As Jessi Hempel pointed out last month for Wired.com, almost 80 percent of the questions people ask businesses on social are happening on Twitter. While it’s easy to agree the impressive influence that social media channels like Twitter have in the marketplace, Better Business Bureau doesn’t consider itself replaced. Rather, BBB embraces social media as a tool to help businesses grow in a trustworthy environment and marvels at business’s success stories via social media marketing. Twitter is part of BBB’s social artillery. BBB tweets to communicate with consumers and businesses on a daily basis including topics like scam alerts, local and industry newsworthy topics as well as BBB specific news. Twitter users can even tweet #BBBHelp during business hours to request assistance from the team.

Better Business Bureau is in favor of consumers having the ability to engage in open communication in the forum of their choice, private or public but also believes in the importance of supporting both the business and the consumer. BBB prefers that the reputation of a business not be judged until both sides of the story are presented, confirmed and addressed. While a consumer may -- and often does -- have a perfectly legitimate complaint or issue, there are times where a simple misunderstanding could elevate to something more than it was by making it public. In such cases, a business could take unfavorable treatment or publicity based off an escalated miscommunication.  

BBB Directory

In addition to being a powerhouse in moderating customer complaints and providing a place for business owners to connect with their customers in an unbiased environment, BBB hosts an online reservoir of businesses. Consumers can utilize BBB’s directory of businesses -- both BBB Accredited and Non-Accredited -- during their purchase decision making process. If a business has been Accredited by BBB it means the business meets 8 standards of trust, including a commitment to answering consumer complaints. In June, Myles Anderson presented his analysis of traffic data for local online directories like Better Business Bureau. The study included 30 of the most prominent U.S. online directories. BBB stood out as one of only 3 directories showing growth with BBB.org up 70% in visits from May 2014 - May 2015. Anderson feels that two factors set BBB’s directory apart from the rest: unique customer review content and high trust factor. 

“Technically, BBB isn’t a directory like the others. It is a group of local organizations that champion trust in local businesses and offer accreditation for businesses — which helps consumers know if a business is trustworthy and decent versus low quality and to be avoided.“

Through educating consumers online about local businesses’ transparency, BBB is empowering and helping consumers make stronger, well-advised decisions.

Customer Reviews, Good or Bad News

When users search for a business via Better Business Bureau’s online directory, they get full disclosure on the state of a business and at the same time businesses can show they have dealt with and resolved issues big or small that have come into the fold. A business can also invite its customers to write a review of their experience, which makes up the unique content referenced in Anderson’s analysis. A review might include special insider customer info, a referral program or that hidden easter egg other consumers are looking for...a coupon code. In addition, Customer Reviews provide businesses a leg up on their competition. More reviews draw more attention from potential clients, provides the opportunity to promote positive business attributes and measures common usage of their offerings. By encouraging consumers to share their experience, a business builds credibility with the community. It’s simple. When a consumer searches for a product or service, they want to know how others have fared. The more educated a consumer is, the more confidence they have in their commitment to a business and the investment they plan to make in their product or service. According to Shelf Inc., 70% of consumers reported Customer Reviews as the 2nd most trusted source in purchase decision making. In addition, Customer Reviews -- of which BBB has 46K+ on local enterprises -- allow businesses to interact with customers that they might not otherwise have had the opportunity to engage.

No Dinosaurs to See Here

While Better Business Bureau Serving Eastern MA, ME, RI & VT might be 100 years old, it does not have plans for retirement! BBB’s online resources (over the last year bbb.org/boston saw over 4.6 million visits with over 3.7 million unique visitors) include an active social media presence. BBB Serving E. Massachusetts, ME, RI and VT alone has over 33K followers on social media platforms and this blog sees over 1500 unique visits/month. Plus, BBB is accessible on-the-go. BBB.org was accessed over 1.6 million times on mobile devices in the last year. Both on and offline, BBB assembles a community of trustworthy businesses and inspires consumer confidence in a safe and secure environment. It’s true, BBB isn’t like the others.

For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and LinkedIn. 

Written by Stephanie Benz, Senior Social Media Associate for Better Business Bureau Serving E. Massachusetts, ME, RI & VT.

What Motivates Consumers To Make A Purchase?

It's safe to say most business owner's objective is to make a sale, but to make that sale it can be helpful to understand what motivates a customer to make their purchase. Your Better Business Bureau recommends considering the following four points to improve your business and sales strategy. 

1. How convenient is this experience for the customer? This can mean a number of different things, from parking convenience and storefront location, to website intuitiveness and delivery methods. 
2. The customer wants the best value. Many consumers looking to make a purchase will research a product before purchasing. Their interpretation of value can be determined by price comparisons and even online reviews. Is your business's online presence scarce? Consider registering your business with an online directory, like BBB for example. 
3. Do you give your customers individualized attention? Try to gently identify what it is your customer is looking for. Are they dissatisfied with a similar product from a competitor? Set your business apart by being attentive and helpful. 
4. A consumer wants it to be easy. If your online ordering process is too complicated you will find that many potential customers are abandoning their cart. If a product is out of stock do you go ahead and order the product for them? Or do you encourage them to use your website or seek out another store? 

Ultimately a customer is going to make a decision based on experience. Are you creating a positive customer experience or is it forgettable? 

For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and Linkedin. 

BBB Top Ten Scams of 2014

Better Business Bureau hears from thousands of consumers and business owners every year about a variety of scams and frauds. Many are new twists on existing scams, but scammers get more sophisticated every year in how they spoof trusted names and how they fool consumers.

While BBB doesn’t have specific numbers about how many people were defrauded or for how much, here are the scams we think were most pervasive this past year:

#10 Sweepstakes Scam: You’ve won a contest! Or the lottery! Or the Publishers Clearinghouse Sweepstakes! All you have to do to claim your prize is to pay some fees or taxes in advance so they can release your prize… This is not a new scam, but it is a perennial problem.

#9 Click Bait Scam: This one takes many forms, but the most notorious of the past year was when the Malaysian Airline plane went missing (“click here for video”). Other click bait schemes use celebrity images, fake news, and other enticing stories to get you to unintentionally download malware.

#8 Robocall Scam: The notorious “Rachel from Cardholder Services” made a resurgence in 2014. This scam claims to be able to lower your credit card interest rates and takes personal information – including your credit card number – and then charges fees to your card.

#7 Government Grant Scam: You get a call saying you’ve been awarded a government grant for thousands of dollars. It may even mention a program you’ve heard about in the news. All you have to do to collect your grant is pay a couple hundred in fees by wire transfer or prepaid debit card…

#6 Emergency Scam: This one is sometimes called the “grandparent scam” because it often preys on older consumers. You get a call or email from your grandchild or other relative who was injured, robbed or arrested while traveling overseas and needs money ASAP.

#5 Medical Alert Scam: Another one that preys on older folks. You get a call or a visit from a company claiming a concerned family member ordered you a medical alert device in case you have an emergency. They take your credit card or banking information but you never receive anything.

#4 Copycat Website Scam: You get an email, text message or social media post about a terrific sale or exciting new product. You click through and it looks just like a popular retailer’s site. But when you order, you either get a cheap counterfeit or nothing at all… and now they have your credit card number!

#3 “Are You Calling Yourself?” Scam: Scammers can make a call look like it’s coming from anywhere. The latest trick puts your number in the Caller ID, which piques your curiosity and gets you to pick up the phone or return the call… and then they’ve snagged you in whatever scam they are running.

It was almost a tie for the top spot this year, because BBB sees this one every day:

#2 Tech Support Scam: You get a call or a pop-up on your computer claiming to be from Microsoft (or Norton, or Apple) about a problem on your computer. They say if you give “tech support” access to your hard drive, they can fix it. Instead, they install malware on your computer and start stealing your personal information.

And the top Scam of the Year, because it’s just so terrifying, is:

#1 Arrest Scam: You receive an ominous phone call from someone claiming to be a police officer or government agent (often the IRS in the United States or the CRA in Canada). They are coming to arrest you for overdue taxes or for skipping out on jury duty… but you can avoid it by sending them money via a prepaid debit card or wire transfer. Another variation on this is that you’ll be arrested for an overdue payday loan. Whatever the “violation,” it’s scary to be threatened with arrest, and many people pay out of fear.

Why Scams Work:

There is a science to scams, and it may surprise you to know that scammers use many of the same techniques as legitimate sales professionals. The difference, of course, is that their “product” is illegal and could cost you a fortune. Here are the major techniques they use to draw you in:

Establishing a connection: The scammer builds rapport and a relationship with you. This is usually used face-to-face, as in home improvement scams and many investment scams, but also online romance scams.

Source credibility: The scammer uses techniques to make themselves look legitimate, such as fake websites or hacked emails that come from a friend’s account. Most email phishing scams spoof real companies, and many scammers pretend to be someone they are not in order to add credibility.

Playing on emotions: Scammers rely on emotion to get you to make a quick decision before you have time to think about it. An emergency situation or a limited time offer is usually their methodology. They count on emotional rather than rational decision-making.

What You Can Do:
Don’t be pressured into making fast decisions.
Take time to research the organization. Check them out on bbb.org, search online, etc.
Never provide your personal information (address, date-of-birth, banking information, ID numbers) to people you do not know.
Don’t click on links from unsolicited email or text messages.
If you are unsure about a call or email that claims to be from your bank, utility company, etc., call the business from the number on your bill or the back of your credit card.
Never send money by wire transfer or prepaid debit card to someone you don’t know or haven’t met in person.
Never send money for an emergency situation unless you’ve been able to verify the emergency.

For more information:
For more information on these and other scams, go to BBB Scam Stopper (bbb.org/scam). Sign up for our weekly Scam Alerts to learn about new scams when we do. You can report scams here, too.
For more information on investment scams, go to BBB Smart Investing, a partnership with the FINRA Investor Education Foundation.
To search for a business in the U.S. or Canada, or to find your local BBB, go to BBB.org.
For information on charities, go to Give.org (BBB Wise Giving Alliance).
For information on U.S. government services, go to: USA.gov.
For information on Canadian government services, go to Service Canada.

The Truth About BBB and Uber: 10 Facts You Should Know

There is an old saying that you should never get into a fight with someone who buys their ink by the barrel. That should probably be updated now to say you should never get in a fight with someone who has a huge online following. But whether on paper, on air or online, sometimes the media get stuff wrong… even The New York Times.

In the past few days, Better Business Bureau got a tremendous amount of coverage in both traditional and social media; so much so that we were trending online. As the BBB national spokesperson, I should be thrilled about that. But I’m not, because the way it came about was due to some clever public relations and some less-than-stellar reporting.

Here are the facts:

• The rideshare company Uber Technologies has an F rating with Better Business Bureau. As they are headquartered in San Francisco, they are rated by BBB Golden Gate, one of 112 local, independent BBBs across North America.
• All BBBs follow the same rating system, which is explained in detail at a link that appears on every one of our 4.5 million BBB Business Reviews (all available for free at bbb.org).
• The specific reasons for the company’s rating are spelled out in their Business Review: “Factors that lowered Uber Technologies’ rating include: Length of time business has been operating. Failure to respond to 39 complaints against the business.” Details from many of those complaints are also available in the Business Review.
• On Thursday, October 8, 2014, a public relations agency that represents the Taxicab, Limousine and Paratransit Association put out a press release about Uber’s F rating with BBB. They did not consult with BBB before doing so and we knew nothing of the press release until it was distributed online.
• A blogger with The New York Times saw the release and did an article that did not mention the taxicab association as the source of the story (he didn’t contact BBB either).
• Within an hour of the article posting, I contacted the reporter by both telephone and email, highlighting four things that were wrong and asking that they be corrected.
  • The article said that Uber had received an F rating from BBB that day. Actually, they have had an F rating for quite some time. The only thing that happened that day was the PR agency’s press release.
  • The article said the rating was based on the number of complaints when in reality the rating was due to Uber’s failure to respond to some of those complaints.
  • The article said that BBB ratings have been “increasingly marginalized” compared to Yelp and other commercial services. In fact, research by Nielsen shows that BBB is trusted by consumers at a significantly higher rate than Yelp, Angie’s List and other for-profit review sites. Our trust scores are comparable with Consumer Reports.
  • The article said that “some branches” of BBB were accused of pay-to-play. In reality only one BBB, the former BBB of the Southland (Los Angeles), was accused and it has since been expelled from the organization.
• I pointed out to the reporter that other media outlets were likely to use The New York Times as a source and that his story should be as accurate as possible.
• The reporter responded to me via email and, after going back and forth several times, he said that he was “in transit” (it was by now the end of the work day) but would address the issue shortly. I never heard back from him and he never made any changes to the story.
• As I predicted, a number of other outlets reported based on The New York Times story. They not only repeated some of the original mistakes, but some took it a step further and said that BBB gave Uber an F rating due to surge pricing or due to the 90+ complaints filed against the company.
• A number of the complaints to BBB were about surge pricing. However, the F rating is not directly related to the nature of the complaints but rather to the lack of response from the company.

BBB Golden Gate has a meeting with Uber next week to talk to them about a better process for handling their complaints. This meeting was set up before the press release and ensuing media coverage. We are hopeful that Uber will work more closely with BBB in the future and will more readily respond to their customers’ concerns.

Other companies that have an F rating with BBB are urged to contact the BBB where they are headquartered to review best practices and, in particular, discuss improvements in customer complaint handling. BBBs are always willing to work with businesses seeking to enhance marketplace trust.

Working with BBB isn’t just about resolving complaints, it’s also about a business’s reputation – you never know who is going to be utilizing BBB for information.

- See more at: http://www.bbb.org/blog/2014/10/the-truth-about-bbb-and-uber-10-facts-you-should-know/#sthash.jeypQvVj.dpuf

Customer Responsibility

Written By: Rachel Willard

Communications and Marketing Manager

In order to be a smart consumer in a constantly evolving marketplace, one that produces many new products and services daily, it’s important to remember to do your research and know your responsibility as a customer. It’s easy to become overwhelmed with all of the choices when purchasing a new product or service. BBB reminds consumers to do their due diligence by researching, shopping around and knowing the rights and responsibilities associated when making a purchase.

The Federal Trade Commission (FTC) states that as a consumer, it’s your responsibility to educate yourself about your rights and to shop around and gather as much information as you can before making a purchase. By doing so, you are able to make the purchase process easier by knowing exactly what you need, how much your budget is, and what you will be responsible for.

Once you have thoroughly researched the product or service and are ready to buy, be sure to ask about return and refund policies, associated fees, warranties or guarantees, and all policies or procedures. It’s important to also ask for and keep any receipts, estimates or contracts that you receive in case of an issue in the future.

BBB recommends these steps to become a smarter shopper:

• Do your research.  Visit bbb.org to check out a business and read reviews or complaints. Carefully review the product, seller and/or business. Make sure that the business is licensed if necessary.
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• Get it in writing.  Get a written copy of guarantees, warranties, refund and cancellation policies and any verbal promises.  Be sure written documents cover everything discussed and include pricing.
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• Read through the contract.  Whether it be an estimate, bid, or contract, read the entire document. There may be disclosures about fees or refund policies that you’re agreeing to.  Once you sign a document, you have acknowledged the business’ rules and policies and agree to abide by them.
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• Know how warranties work.  If you’re paying for an extended warranty, find out who manages that warranty, if the extended warranty differs from the standard warranty, and how the business deals with claims made.
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• Don’t sign something you don’t understand.  Finally, if you have received a contract and you do not understand what you’re signing, don’t sign it.  The business you’re dealing with has the legal right to take action against you for breach of contract, so be sure to fully understand it. 

Beware of Phishing Emails from the FTC

The FTC is warning small businesses of an email with the subject line "NOTIFICATION OF CONSUMER COMPLAINT." The email states that a complaint has been filed with the agency against your business.

This type of phishing email is eerily similar to one that BBB has been dealing with for the past few years. The email may ask you to download and complete an attached form, or it will ask you to click on a link to view and respond to the consumer posting. The FTC also warns you not to do either! The links or attachments may install a virus or malware onto your computer.  

If you receive an email, FTC advises you to just delete it. If you happen to open an attachment or click a link, BBB recommends that you run a virus scan on your computer.

Post a Discount Coupon

You are a BBB Accredited Business because you operate with integrity, openness, and trust. Now you can leverage those attributes to set yourself apart from the competition.

Consumers are always looking for a good deal. Offering special promotions and coupons are an excellent way to attract new customers.

Posting a Discount Coupon is a way for you to maximize your marketing dollars by reaching out to potential customers, while capitalizing on your association with BBB. It will also help maximize your Accreditation benefits. And, the best part? It’s FREE!

Discount coupons are located on your BBB Business Review and in the local BBB Accredited Business Directory.

Coupon types accepted:
- Text
- Image

Coupon specifics:
- Click here for Advertising Guidelines & Recommendations
- All coupons must have an expiration date

Submit your Discount Coupon:

- Click here to submit a text based discount coupon

- Or send us your image based discount coupon to businessrelations@boston.bbb.org

Install the Customer Review Button

Customer reviews are an essential part of business. They have become part of everyday life for consumers. Through online reviews, it seems that consumers aren’t afraid to tell you how they really feel. In our experience, it seems that people really do want to say nice things when their interaction with a business has been positive.  

Your BBB offers online Customer Reviews. These reviews appear on your BBB Business Review and offer consumers a chance to publicly acknowledge you for a job well done. So far, more than 450,000 customer reviews have been published for accredited and non-accredited businesses.

As an Accredited Business, you can add the Customer Review button to your website. When customers click the button, it will take them directly to the customer review form, where they can leave feedback about their experience with your business. 

BBB takes the time to verify all reviews before they are posted. We want to ensure that the individual posting a review is indeed a customer and that a transaction did take place.

And remember, you can also order free Customer Review cards to encourage feedback from your customers!

BBB Encourages Consumers and Businesses to be Safe in 2013

BBB has 10 New Year's resolutions that can help you fight scammers, prevent identity theft and save money in 2013.

1. Do your research. Whether it's a business you're looking to hire or a product you're looking to buy, take the time to do your research. Check out a business at bbb.org to see its BBB Business Review. For product information, go to the Consumer Product Safety Commission.

2. Keep your computer safe. Install anti-virus software on your computer and regularly check for software and operating system updates. Don't open attachments or click on links in emails unless the email has been scanned for viruses or is from someone you know or trust.

3. Get it in writing. Don't just take a business's word for it. Get every verbal agreement in writing to limit miscommunication and misunderstandings.

4. Never wire money to someone you don't know. Many scams require money to be wired back to the scammer. Tracking money sent via a money wiring service is almost impossible.

5. Protect your identity. Always shred paper documents that include sensitive financial data and dispose of computers, cell phones and digital data safely. Safely store all personal documents, such as your Social Security card, and look up your credit score at least once a year. Check your credit and debit card statements frequently.

6. Shop on trustworthy websites. Online shopping has increasingly become more popular, so before you provide any personal or banking information over the web, make sure you're using a trusted site. Look for the "s" in https:// in the URL for a secure site.

7. Give wisely. Most philanthropists give year-round. To ensure your time, treasure and talent are going to the cause you're looking to support, research all charities at give.org to check their legitimacy and to see how their monetary donations are distributed.

8. Don't be pressured. If a company, organization or salesperson uses overly aggressive sales tactics to pressure you into making a purchase or on-the-spot decision, that's a red flag.

9. Limit the amount of information shared. Scammers use social media sites to gather information on potential victims. Avoid sharing too much personal information and check your privacy settings. Additionally, never announce through a social media site that you are going out of town, or won't be home for a specific amount of time.

10. Let your BBB help. BBB is here to promote marketplace trust. If you have an issue with a business or feel you have been scammed, file a complaint with your BBB.