*Here are the 5 JUDGING REQUIREMENTS that are listed on the official
application form. The following are excerpts from the applications
of past BBB Integrity Award recipients. Please use these as a guide
to help you in completing your application.
1. BUSINESS/ETHICAL PHILOSOPHY STATEMENT
Provide a brief statement that explains why your company is a business
with integrity. If you have a formally adopted mission statement
that reflects your company's ethical policies, simply attach a copy.
Company A: "Integrity is the foundation upon
which our company was built 27 years ago. When each transaction
is based on integrity, success is the result. It is our mission
to provide reliable service of superior quality to our customers
in a fair and honest manner as quickly as possible without abandoning
quality by educated, experienced technicians."
Company B: "To provide our customers and
community with the highest quality products and installation available,
and to provide written extended warranties that reflect our commitment
to service after the sale."
Company C: "To provide a unique and enjoyable
shopping experience to our customers by having: the most product
knowledgeable sales staff in the industry, trained to identify each
customer's particular need; using state-of-the-art displays holding
the widest and largest selection of quality products in our region;
professional installation and follow-up and customer service equaling
clearly the best value for our customers in each of our respective
indutries. It is our heartfelt commitment to so exceed our customer's
expectations that they become customers for a lifetime."
2. SPECIAL PROGRAMS/TRAINING
List or describe any special programs your company has established
or is involved in that relate to business integrity and/or ethical
business practices. Indicate whether these were developed by your
company or by a regional or national association.
Company A: "All management are required to attend
all day training and implement ,a
value based organizational system, which we believe reinforces our
values and ethics. All management is also required to attend the
Manager's Training Camp. This is a three-day intensive training
event with heavy emphasis on ethical treatment of employees, customers
and the company.
All management is also encouraged to attend one of the many
training events which includes outstanding seminars on customer
service.
is the name for our industry's training sessions. Finally, our employees
are continually exposed to our mission of building relationships
with our customers that will last a lifetime."
Company B: "Ongoing education continues through
the use of monthly newsletters and quarterly meetings that cover
industry news and updates, federal and state regulations, upcoming
events, revues and revision of procedures and policies and areas
needing improvement."
Company C: "Our Operations Manager was instrumental
in the set-up and implementation of the arbitration & education
process of siding installation problem resolution by the BBB and
is still involved in this program on an as needed basis. In addition,
we co-authored the Tips On Buying Windows handouts that the BBB
makes available for consumers. All of our employees have been factory
trained on product knowledge and correct installation as prescribed
by the manufacturers. We also have two people on staff that are
CPR/First Aid trained just in case of the need arising."
3. CUSTOMER SERVICE INFORMATION
Describe your customer service policy. You may include: the process
of how employees learn to treat customers, what key points are emphasized,
procedures for handling customer dissatisfaction, etc.
Company A: "Our goal is to make the customer's auto
repair service experience as painless as possible. Employees are
knowledgeable in all aspects of our services and products. We keep
in close and constant contact with our customers and are devoted
to helping our cutomers understand procedures and the workings of
their auto. This helps to avoid misunderstandings and dissatisfaction.
We do not make promises that we can not or do not intend to keep.
Employees are taught to treat the customer as they would want to
be treated and to treat each customer as an individual, and be courteous
and respectful."
Company B: "When it comes to providing transportation
to children, we have a policy in place that an adult chaperone must
accompany those under 15 years of age. During prom and homecoming
seasons, we require signed contracts from the young adult riders
and their parents stating the rules. These policies have discouraged
a few people from using our service, but we are adamant in adhering
to policy in order to maintain the safety of our young riders. Parents
are often grateful for our concern."
Company C: "If for any reason the customer is displeased,
we have a simple question for the customer to answer, 'What could
we do for you to be happy with this purchase or service?' Even if
we believe the customer's request is somewhat unreasonable, we know
they believe it is reasonable, and therefore, we will tap into our
special fund to meet this expectation. This policy has turned many
disgruntled customers into devotees of our company. We take great
pleasure in seeing this transition."
4. EXAMPLES OF SERVICE EXCELLENCE
Describe two to five specific situations in which your company has
gone "above and beyond" in its pursuit of service excellence.
Include a reference for each example: name, address, phone number.
Company A: "One of our customers had purchased a
picture window from another company in town, prior to doing business
with our company. He never received a warranty for this window from
that company. The window started delaminating 8 years after it was
installed. We use the same manufacturer and they would not honor
the warranty because it was never registered. So, at our cost, we
are replacing the window."
Company B: "As a sponsor of the US West Dex tips
line, if we cannot help out the consumer, we will refer them to
another company who is able to help them out."
Company C: "We performed repairs to a long-time
customers's vehicle. When we called to let him know that his vehicle
was ready, he explained that he wasn't feeling well and asked for
us to deliver the vehicle. When we arrived at the customer's home,
we found him pale and unable to stand. We immediately took him to
the hospital emergency room. He was treated for his heart condition
and after a few weeks in the hospital, he was released."
Company D: "A customer came in having concerns with
his vehicle. The manufacturer's warranty had expired. The customer
explained that he had very poor credit, no funds for car repairs
and this was his only means of transportation. The customer was
told "not to worry." We will take care of your vehicle
because you are our customer and we want you to return for future
business." The repair was completed at no charge and customers
like this have a chance."
Company E: "Ms.
scheduled transportation for some performers from a hotel to another
location for a sound check and return to the hotel. We were to return
to the hotel later, take the clients to the concert and return them
to the hotel after the concert. A performer unexpectedly needed
a suit cleaned. Our chauffeur found a One-Hour Dry Cleaner and took
the suit to be cleaned. In the meantime, another performer had fogotten
to pack his tuxedo. The chauffeur found a place to rent a tux and
took the client to be fitted. After handling the forgotten tuxedo
incident the chauffeur returned to the dry cleaner, picked up the
suit and delivered it to the client. The following Monday morning,
the chauffeur returned the tuxedo on his own personal time. Needless
to say, both clients were extemely thankful and happy."
5. OTHER INFORMATION
Please submit information from any or all of the following categories
that should be considered in the evaluation of your company:
* Letters from satisfied customers
* Company employee programs
* A description of your company's invlovement in your community,
industry or trade groups
* Awards or acknowledgement of ethical marketplace practices
* Examples of integrity and ethical behavior toward customers, vendors,
employees or competitors
* Your Privacy Policy regarding customer information
Company A: "We are involved in the Omaha Chamber
of Commerce and we volunteer for the Thank-A-Thon. We also support
the Omaha Food Bank with a cash donation drive every year. Several
times a year we donate products to Habitat for Humanity and we have
given numerous corporate sponsorships to schools such as Mercy,
Westside, Westmont/Springfield. We also donate yearly to the Special
Olympics and are a co-sponsor of a Boy Scout pack."
Company B: "All statements are reviewed before vendor
accounts are paid. Occasionally, a vendor over-credits our account.
The vendor is notified immediately in order to correct their error."
Company C: "A long-time employee and his wife are
both suffering from cancer. After four months off work, he is still
being paid a salary (even though his vacation time has been used
up). When he does feel able to work, we have light jobs for him
to do. He is free to leave at a moment's notice for his wife or
himself."
Comapny D: "Our Privacy Policy states, '(Company
Name) has a strict policy concerning confidentiality. Our clients
and what they say or do while we are working for them is to be kept
completely confidential - their trust in us is essential in maintaining
the upstanding reputation of our company."
Company E: "Our company's president received A Certificate
of Appreciation on (date) from MADD Metro Chapter for single-handedly
bringing the Dodge Neon Car to Omaha. In doing so, he has showed
his support to our total community, especially the youth, for his
concern of the dangers of driving under the influence of alcohol."
Company F: "(Company Name) has become one of the
most highly awarded companies in our industry, frequently being
voted in the 'Top Ten' category in the country (out of over 10,000
individual companies.) The voters are manufacturers, distributors
and independent representatives in our industry. The voters vote
for companies that represent the industry's standards of excellence."
Company G: "For many years, we have had progressive
discipline that ensures all employees are given ample opportunity
to improve their work behaviors before termination of employment
is considered. Perhaps this accounts for the fact that we received
no discrimination complaints in recent years, and the few that have
been filed with various agencies in the past years have been dismissed
in our favor. This is a stellar record for such a large company
and indicative that our employees are treated fairly and with respect."