Review sites are popular because they offer a forum for people to leave comments about their experience with a business. BBB offers people the opporrunity to submit a customer review. The power of BBB customer reviews coupled with BBB’s detailed business information gives the public even more reason to use with BBB as a one stop, free resource. Here are some ways your business can manage and benefit from customer reviews.

Set up Google Alert to Monitor. An alert can be set up so that an email is sent every time a new review comes in or consumers talk about your product or service. This is a way to stay continuously updated on the buzz around your business.

Consumers Like to See “Both Sides.” Typically, consumers are less concerned that a company got a negative review. All of BBB customer reviews are transparent and allow businesses the opportunity to respond.

Always Respond, “Yes!” Each and every review, good and bad, deserves a response because they are equally as helpful to your business. Respond timely, appropriately, and with a first-person perspective. If it is a good review, a simple “thank you” is fine. If it is a bad review make an honest effort to resolve the issue. Do not engage in an online dialogue, always try to take it “offline” and respond more personally via phone or email.

Be Human. Customer reviews are like people, all different and unique, sharing individual experiences and opinions. Be genuine. Respond professionally to reviews, trying to avoid canned responses or “corporate” speak.

Remember: This is Business. It’s hard not to take a negative review personally, but remember you want to respond professionally online as you would in person. If you wouldn’t say it to their face, don’t post it.

Solutions Are Important. A business’s response to a customer review displays their genuine appreciation of the customer’s business and the extent to which they want to develop long-lasting relationships with every customer.

Engaging Your Customers. Ask. If you don’t ask, your chances are slim to none to getting a positive customer review. If a customer has a bad experience, they will set out to write a bad review. A customer with a good experience may simply let you know in person, over the phone, or in email within a conversation. This is your time to ask a customer to share her/his experience in an online review.

BBB has a “Customer Review Toolkit” that includes email signatures, graphics, stickers, window clings, postcards, signs and more. Companies can access a customized HTML code with a “Submit a Customer Review” button to be placed on your website, blog, etc.

Get your customers to talk about you to BBB and build up your customer review section! Encourage customers to submit reviews with your customized link found on your Accredited Business login page.

Austin • Centroplex • Corpus Christi • Laredo • Permian Basin • San Antonio • Victoria • Waco

November 2015

65 No. 11

watchyourbuck.com

facebook.com/CentralTexasBBB @CentralTexasBBB

youtube.com/CentralTexasBBB

@CentralTexasBBB

@CentralTexasBBB

Engaging Customers Through BBB® Customer ReviewsTips for Managing your Online Reputation through Customer Reviews

For more information visit go.bbb.org.

Read & Submit

88%

72%

This is true of both POSITIVE and NEGATIVE reviews.

of consumers claimed that reviews impact their buying decisions.

of consumers say that positive reviews make them trust a local business more.

90%

86%

88%

TYPES OF BUSINESSES CONSUMERS

VIEW FOR ONLINE

REVIEWS

Trust Online Reviews as much

as Personal Recommendations

Restaurant

Builder

Doctor

Car Dealer

Car Hire Dentist

Hotel Bar Cleaner Gym

Salon

Driving Instructor

Bridal ShopAccountantYogaClothes ShopSpecialist Shop

Tradesman

General Shop

Realtor

FOR SALE

Source: Source: BrightLocal, 2014

AUSTIN36th Street EventsAdvanced Medical AestheticsAffordable TV ProAirSigns.netAlvin Washington TruckingAnders Air Conditioning LLCAP Handyman ServicesAros Heating And AirAtomic Sheet MetalAustex SprinklersAustin AC ExpressAustin Budget SignsAustin Image Plus Dental DesignAustin Mobile Drug Testing, LLCAustin Organic TanAustin Pet StylistAustin Printing ServiceAustinite Auto SalesBastrop Air Conditioning & HeatingBastrop Lawn & Tree CompanyBeautiful Me, LLCBeckett Tackett Jetel, Attorney’s At Law PLLC

Bee Creek Business ParkBeryl P Crowley Attorney & Counselor at Law

Best Roofing & ConstructionBoychuk Heating & AirBuck’s Quality K9Capitol Lites Autoglass, Inc.Centex Records ManagementCMIT Solutions Of Round RockCoffee DogCool Chez A/C and HeatCreature Care Pet Sitting ServicesDimensional Heating & Air, LLCDixie’s Den of AntiquitiesDogworx AcademyEnglehart ConstructionEstate Sales AmericaExtreme RenovationsFagerberg, Arana & Brand, P.C.Five Stone Property Tax LLCFive Stone Tax ResolutionGem Graphic DesignGeorge J. Watts AssociatesGesch Auction Services, LLCGlover Logistics, IncHawg Hawler Motorcycle Transport, LLC

Heart of Texas BarbecueHeavenly Oasis Ponds & WaterfallsHot Spot TanningHutto AutomotiveiBequeathIn-N-Out ConstructionIndus Real Estate Services LLCIREPJR’s Roofing & RemodelingKelly-Moore PaintsKim Kelly Dog TrainingLashes De BellaLook No Further EntertainmentM N R CustomsM-CAT EnterprisesManchaca Service CenterMarble Falls Massage Therapy Center

McRee Custom Homes & Remodeling

Moth to Flame FilmsNational Billing PartnersNations Security ResourcesNations Security ResourcesNeu SkinNew Braunfels Title Co., Inc.Offers.com LLCOffice Keepers AustinP.R.T. Landscaping & General

ContractingPainting Time, LLCPeace Investigations, PLLCRescom Lawn Services

River Rock DentalRojas Family TileSan Marcos Title Co IncSEA Service Company, LLCSierra Rainwater HarvestingSilver Star Protective ServicesSkin by Kay LeighSmartCell SolutionsSolis FramingThe Music RanchThe Parker Law FirmTransworld Business Advisors of Central Texas

TRC Tax ServiceTrim San JuanTrulyTexas.comUP Realty GroupWest Lake FacesWholesale Landscape SupplyWildflower WaxingWilson Central Texas Pools LLCYour Loved Home Solutions

CENTROPLEX/WACOAshcraft AutomotiveB & E Mobile Tire ServiceBill Paquette Home Repairs & Improvements

Cedar Crest Hospital & RTCChapman Bail BondsDavis PlumbingInvisible Fence Brand of Central Texas

Janna Gustafson, Attorney At LawJohn Dossey Tree ServiceLa Vie Est Belle PhotographyMiller’s AutomotivePathfinders Counseling & ConsultingReal Deal Cleaning ServicesReliable Auto SalesRevive Carpet RestorationRhoades SealingRio Brazos Fine Custom CuisineShyra Jones Counseling ServicesSVC Fences and DecksSweet Tangerine, LLCTCT Truck & Trailer Repair

CORPUS CHRISTI/VICTORIA

Alexander’s Construction & Maintenance Service

Angela Farabough Interiors, IncAshley Furniture HomeStoreCrystal Clean ServicesDr. Cristian Radaneata, OptometristFive Points Eye CareGold Falcon Custom JewelersGolden E CorporationGonzalo Rodriguez ConstructionHorizons Pediatric Therapy, P.L.L.C.Hose of South TexasInfinity Wire SolutionsK & R Complete Compressor Services, Inc.

Kamin Furniture StoreL Adams Woodworks Plus Taxidermy

MPM Homes, Inc.Prime Care Home HealthR & J Sons RoofingRay Vess JewelersRG’s Palm & Tree ServiceRicky Rods Tree ServiceThe Shores Law Firm of Texas, PLLCVertex RoofingWhimsical ProductionsWindow Genie of Corpus ChristiXavier Painting

PERMIAN BASINAAA Replacement Window Services of West Texas LLC

Bob Mills FurnitureD & R Windmill & Pump Co.Fast-ER CareFunds For FreedomIndustrial Maintenance Contractors, Inc.

J & J ServicesJonezy Hot Shot ServiceL. T. Construction, LLCLaw Office of Liz RogersMassage Matters of TexasMatador Land Services, LLCOil Patch CafeQuality HomesReam RoofingRegional Roadside & Truck Repair, LLC

Thompson Wrecker ServiceTrinity Tongs Sales & ServicesUSA Caskets

SAN ANTONIO/LAREDO

A & E Flooring, LLCA Star Bath and KitchenAA Honey Do RemodelingAce AsphaltAdmiral Property Restoration Inc.Affordable Health PlansAir CastlesAir Sanchez Heating & A/CAkimbo CardAll School FundraisersAmerican Roofing and RemodelingApex Construction ServicesAtlas Credit Company, Inc.B & R Pest ServicesBert’s Custom PaintingBreak Time CleaningCharlie’s Carwash ServiceChavarria’s Septic ServiceCleaning San AntonioCornerstone MemorialsDaniel Y. Kruger P.C., Attorney at Law

De La Mota & CompanyEdward Mesa’s Pro-PaintersElectric By BaileyErrand KingFarrell Home ServiceGarza Mobile MechanicH. A. G. RoofingH2O InvestigationsHampton Builders, Inc.Hardy’s Bluff, Inc.Hausman Home BuyersHerrera’s Bookkeeping & Income Tax Services, LLC

Hill Country Pain AssociatesHome InvestorsHouse Pasture Cattle CompanyHow We Roll MotorsportsHyden Design GroupIntegrated Roofing SystemsJ M AutomotiveJ.R. ConstructionJackson’s Miniature Log CabinsJYRA Home SolutionsKoby Rule Construction IncL.I.B. Tax Service LLCLa Paz InsuranceLaw Office of Howard E. DavisLaw Office of Jesus VargasLawrence G. Morales, Attorney at Law

Little Bird Vintage Designs IncLiz’s EventsLone Star Garage Door

Lopez Peterson PLLCLP3 ElectricM and R Concrete and FramingMarc Dalmolin Motors, LLPMark A Simmons, DDSMaster RenovationsNational Electrical ServiceNew Braunfels DentistsNueces Country SmokehousePain Consultants of TexasPatriot ConstructionPerales Real Estate ServicesPremier Antique StuccoPremium Tint and AlarmProgressive People SolutionsR.B. DeLeon Roofing & RemodelingRay Skrobarcek ConstructionReality Check InspectionsRepublic Motor Co, LLCReser RealtySeguin Title Company IncStone Haus Construction, LLCTexas Tile & Stone CareThe Law Offices of Matthew J. Obermeier, P.C.

Tradeco Logistics, IncTranslation ServicesTwo Ponies Excavation CorporationVape AwayVital Life Wellness Center

NewSeptemberAccreditedBusinesses

2

®

ACCREDITED BUSINESS

3

Special thanks to our Corporate Partners!

BBB offers advice on how to advertise your business on Black Friday

Preparing your business for Black Friday

Black Friday and the holiday season is quickly approaching, which means many businesses will start advertising seasonal sales, discounts and specials to attract customers.

As part of BBB’s Standards for Trust, BBB Accredited Businesses are required to advertise honestly and follow BBB’s Code of Advertising. BBB’s Code of Advertising serves as a guide for businesses to ensure your advertising is fair and truthful, and so that customers can have a satisfying shopping experience.

It’s also important for your business to advertise any special offers, like one-time only coupons, and hours of operation since many businesses may be closed on Black Friday. Communication is key, so be sure to regularly update your customers on your website or social media sites.

When you prepare advertising for holiday sales on Black Friday weekend, BBB advises you to keep these sales terms in mind:

If you would like to submit an advertisement for review, contact us at (512) 445-4748. For more business tips, visit bbb.org or go to BBB on Facebook, Twitter and LinkedIn.

Comparative price, value and savings claims: Advertisers may offer a price reduction or saving by comparing their selling price with either their former selling price, the current selling price of identical merchandise or the current selling price of comparable merchandise sold by the advertiser or by others in the market area.

Sales: The word “sale” should be used only when there is a significant reduction from the advertiser’s usual price. The “sale” must be for a limited time. If it exceeds 30 days, an advertiser should be able to substantiate that the offering is a valid reduction and has not become the regular price.

Lowest price: Because prices fluctuate rapidly, sellers have a difficult time comparing their lowest price with all competitors. If advertisers claims to have the lowest price, they should have evidence to verify their claim.

“Up to” savings: Savings or price reduction claims covering a group of items with a range of savings should state both the minimum and maximum savings without undue or misleading displays of the maximum.

Free: The word “free” may be used in advertising when a business is offering an unconditional gift. If getting the free item requires a purchase:

• The advertiser must disclose this condition clearly and conspicuously together with the “free” offer (not by placing an asterisk or symbol next to “free” and referring to conditions in a footnote).

• The normal price of the merchandise or service to be purchased must not have been increased or its quantity or quality reduced.

• The “free” offer must be temporary – otherwise it would become a continuous combination offer.

Credit and financing: If your business advertises that credit is available, but there are conditions—such as the customer’s credit acceptability—the terms should be clearly and conspicuously disclosed in the advertisement, as required by the Federal Truth in Lending Act and applicable state laws.

Asterisks: If a deal has asterisks and disclosures, they should be as large as possible, as clear as possible and close to the original claim (not several clicks away on a website. One solution is to make the asterisk clickable).

Better Business Bureau, Inc.1005 La Posada DriveAustin, TX 78752

PRSRT STD

U.S. POSTAGE PAID

AUSTIN, TX

PERMIT NO. 60

BetterBusinessBureau®

Return Service Requested

Trust Talk is published by Better Business Bureau 1005 La Posada Drive, Austin, TX 78752. Trust Talk is published for executives and employees of BBB Accredited Businesses in its 79-county service area. All rights reserved: the contents of this publication may not be reproduced in whole or part without written consent of the publisher. References to or mention made of any company, product or service herein is not to be interpreted, per se, as statements derogatory of such company, product or service, but as information obtained from sources believed to be reliable for the use of BBB Accredited Businesses and subscribers. Because the matters contained in this Trust Talk concern matters of the utmost public importance and concern in providing a free flow of information to our companies concerning business enterprises in the Central, Coastal, Southwest Texas and the Permian Basin area, BBB encourages BBB Accredited Businesses to contact their local BBB with any follow-up material concerning the reports in this newsletter or any other matter to assist BBB in fulfilling its mission of advancing marketplace trust.

®

Imp

act

& In

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ep

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Inside this issueCustomer Reviews ................................................... 1

New Accredited Businesses ..................................2

Preparing Your Business for Black Friday ........3

Impact & Influence Report ................................... 4

In September 2015, your BBB...Provided customers with 217,137 BBB Business Reviews

Handled 1,743 disputes

Hosted 228,889 website visits

Sent 305 Request-A-Quote referrals to Accredited Businesses

Supported 13,096 Accredited Businesses Locations

In September 2015, your BBB was mentioned 1,515 times by 38 local media outlets including...

Contact BBBBBB® Corporate Office

1005 La Posada Drive

Austin, TX 78752

P: 512.445.4748

F: 512.445.2096

@: info@centraltx.bbb.org

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mb

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10

In

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Find BBB on...

4

Prepaid Debit/Credit Cards - 8,047

Roofing Contractors - 7,701

Home Builders - 6,265

Construction & Remodeling Services - 4,604

Auto Dealers - Used Cars - 4,326

Air Conditioning Contractors & Systems - 4,220

Plumbers - 3,999

Attorneys & Lawyers - 3,417

Insurance Companies - 3,399

Contractors - General - 3,115

Trust Talk | November 2015

Revocations

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watchyourbuck.com

Architecture Roofing & Remodeling LLCFailure to comply with requests and/or agreements to use the BBB name and logos in accordance with BBB policy.

Camo TruckingFailure to maintain required licensing necessary to operate in Texas.

Castle Roofing by Father and SonFailure to resolve one or more consumer complaint(s).

Central Texas Marketing and ManagementFailure to comply with requests and/or agreements to use the BBB name and logos in accordance with BBB policy.

ChePe Tax & Business ServicesFailure to maintain required licensing necessary to operate in Texas.