In my board position at the Better Business Bureau, I am fortunate enough to also sit on a sub-committee called the Standards and Ethics Committee. I have been on this committee for seven years, and our role is to assess whether or not a BBB business is eligible for continued accreditation within the BBB. These are such difficult decisions to be made for a business who relies on the BBB for their support in the public eye.
Just the other day, our committee met for a local company here Chicago and we reviewed the 4 inch binder of material which details the infractions the business has sustained as a member of the BBB. When we meet with the company, we listen to their concerns and their response to the claims that are being made. What disappoints me more often than not, is that businesses are consciously trying to ‘scam’ a consumer. When I hear the business indicate that it is ‘buyer beware’ or have operating philosophies with that approach, it makes me nervous for all of us. I do not want any potential Empire customer ‘wondering’ if we are about ‘buyer beware’. One bad business and operating practice affects all of us trying to service the consumer.
This committee has exposed me to many perceptions other businesses leave in consumers’ minds, and allows me to work with our marketing and sales teams to ensure we instill ‘trust and faith’ in everything we do. I am glad to play a role in determining what businesses should remain as part of the BBB. As Empire Today is an active BBB member, I want us to be associated with only top notch servicing businesses! On the other hand I learn the various strategies being used to keep the customer ‘at bay’. This fuels me internally to ensure our messaging is consistent to every customer every time.