The Better Business Bureau of Central Virginia, Inc.
2007 ANNUAL REPORT
Bob Reynolds Tom Gallagher
Chair President & CEO
Dear BBB Members,
TRUST. No other word better epitomizes the work of the
Better Business Bureau (BBB) in Central Virginia and its
more than 4,700 members.
longer measured by simply weighing the so-called outputs
Trust is the centerpiece of the BBB’s purpose and being. of the staff. Instead, like many major corporations,
Our mission is to be the leader in advancing marketplace success is now determined by outcomes. The foundation
trust. of those outcomes is centered on membership, finances
and complaint resolution.
It should come as no surprise, then, that the word trust
is a key component of our new national logo. The new Also, as part of our strategic plan, we created a new position
symbol, designed in Richmond by CRT/Tanaka and in Fredericksburg. Our new Fredericksburg manager will
unveiled Oct. 1, carries the tagline: “Start With TrustSM.” establish a base for the BBB in that growing part of our
service area and, hopefully, will stimulate new membership.
Not only did we put a fresh new face on our logo last
year, something that had not been done in decades, but And, while we went about all these changes in 2007, our
we also rolled out a new, vibrant look to our Web site. membership soared, growing by more than 12 percent.
If you haven’t done so already, we encourage you to Also, the BBB received nearly a quarter of a million
experience it for yourself at www.richmond.bbb.org. inquiries from consumers during the year.
It wasn’t just our look that changed last year. We also As we look toward 2008, we hope to continue the great
launched a new direction for the BBB. Businesses that progress realized in 2007. As we work to bring more value
wish to join the BBB must now be accredited. Those who to the BBB membership, we hope to sign up even more
are accepted will be noted as being a “BBB Accredited businesses that share our vision for an ethical marketplace
Business.” These Accredited Businesses must contractually where buyers and sellers can trust each other.
agree to uphold the BBB’s high standards for integrity
Last year, we implemented a new strategic plan for the
organization. A key component of that plan is a new Bob Reynolds Tom Gallagher
system of measurements. Success at the BBB is no Chair President & CEO
2007 Key Statistics
Accredited Businesses 4,705*
Total Consumer Inquiries 235,224**
Total Compaints 13,941
Charities Meeting BBB Standards 94*
Total Revenue $1,815,000
Total Expenses $1,715,000
*as of Dec. 31, 2007
**Does not include inquiries received through automated voice response system
2007 Board of Directors Charter Members
BBB charter members who have supported the
CHAIR Brad Hustead Better Business Bureau continuously since 1954:
Kenneth B. Wayland, II Sterling Mortgage Corp.
Free Agents Marketing AAA of Virginia
Dominion Virginia Power
PRESIDENT & CEO Hospital Hospitality House, Inc.
Thomas J. Gallagher Franklin Federal Savings & Loan
Hugh Joyce Hirschler Fleischer
VICE CHAIR James River heating & Air
Robert S. Reynolds Conditioning Co., Inc. Ruffin & Payne
SunTrust Mortgage, Inc. Schwarzschild Jewelers
SECRETARY Dominion Virginia Power
Edwin W. Mugford, III Universal Ford
Royal Chevrolet Company William King
Susan McFarland Lina Landrigan
Capital One Services, Inc. Wachovia Bank Corporate Sponsors
IMMEDIATE PAST CHAIR Edward Lane
Aireco Supply, Inc.
Charles E. McCabe Lane Homes & Remodeling, Inc.
Peoples Income Tax, Inc. American Family Fitness
Kim Loehr Amerigas Propane, L.P.
GENERAL COUNSEL Loehr Lightning Protection Company AMF Bowling Worldwide, Inc.
McGuire Woods, LLP Tim Loughran
Media General, Inc. Ashley Furniture Home Store
Bank of America — Virginia
Ron Beauford Debra McMahon Barrett Capital Management
Virginia Heritage Foods, Inc. Scitent
Bon Secours–Richmond Health System
David Boose James Middleton BB&T of Virginia
Pestmasters Urban Awareness Capital One
Sherrie L. Brach Mike Mulvihill
United Way Services CRT/tanaka Circuit City Stores, Inc.
CJW Medical Center
Al Claiborne Elizabeth Pearce ClearPoint Financial Solutions
Advertising Promotions & Design Commonwealth Parenting
Comcast Cable Vision
Ervin Clarke Kim Peters Dominion Virginia Power
Richmond Voice Lamar Outdoor Advertising Eagle Corporation/Southern Concrete Products
Firestone Tire and Service
Freddy Cobb Percy E. Pollard, Sr.
First Market Bank
Cobb Technologies, Inc. (public member)
Franklin Federal Savings & Loan
Keith Dobson Michael Sesnowitz Greater Richmond New Car Dealers Association
Dobson & Evans, LLC VCU School of Business HCA Richmond Hospitals
Elliott Eisenberg Richie Siewers
Kroger Grocery Stores
Dominion Chiropractic Clinic Siewers Lumber and Millwork Lakeside Appliance, Inc.
LandAmerica Financial Group, Inc.
L. Page Ewell, III Roderick W. Simmons, Esq. Markel Corporation
Richmond Window Corp. Hirschler Fleischer
Harry Garmon Mark Smith New Market Corporation
The Bookkeeping Department Midas Auto Systems Experts Orkin, Inc.
Gary Glover David Taylor
Puritan Cleaners Ukrop’s Super Markets, Inc. Patient First Corporation
Herman Glover, III James Tucker Richmond Newspapers, Inc.
Insurance Security Associates, LLC (public member)
S & K Famous Brands, Inc.
Lyle Guilbeau Gary Weiner SunTrust Bank
Tredegar Corp. Saxon Shoes The Restaurant Company
Michael Guld Dick West
The Guld Resource Group Parcel Plus
Tuffy Auto Service Center
Ukrop’s Super Markets, Inc.
Isabelle Hilliard Angela Wilkes US Realty, Inc.
Old Dominion Home Health Services Owens & Minor Virginia Mortgage Services, Inc.
P. Emerson Hughes Wachovia Bank
Holiday Barn, Ltd. *As of Dec. 31, 2007 Woody Funeral Home & Cremation Service
701 E. Franklin St., Suite 712
Richmond, Virginia 23219
Establish and maintain a positive track record in
the marketplace. www.centralvirginia.bbb.org
Adhere to established standards of advertising
and selling. 804.648.0030
888.648.0030 (toll free)
Tell the Truth
Honestly represent products and services,
including clear and adequate disclosures of all
material terms. 24-Hour Report Lines:
Be Transparent 434.971.3707 (Charlottesville)
Openly identify the nature, location, and 540.373.9872 (Fredericksburg)
ownership of the business, and clearly disclose 804.648.0016 (Tri-Cities)
all policies, guarantees and procedures that bear
on a customer’s decision to buy. Charity Information:
Abide by all written and verbal agreements. Elder Fraud Hotline:
Address marketplace disputes quickly, Dispute Resolution Center:
professionally, and in good faith. 804.343.7355
Protect any data collected against mishandling
and fraud, collect personal information only as PRSRT STD
needed, and respect the preferences of U.S. Postage
consumers regarding the use of their information. Richmond VA
Permit # 304
Approach all business dealings, marketplace
transactions and commitments with integrity.