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START WITH TRUST 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 and reliability. Sincerely, 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 (Unaudited) 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 Barbara Jackson 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 Keith Kaier Southern States SECRETARY Dominion Virginia Power Edwin W. Mugford, III Universal Ford Royal Chevrolet Company William King Westminster-Canterbury Richmond TREASURER Susan McFarland Lina Landrigan 2007 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. Howard Feller Anthem, 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 CarMax, Inc. 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 Mattress Discounters Harry Garmon Mark Smith New Market Corporation The Bookkeeping Department Midas Auto Systems Experts Orkin, Inc. Page Associates Gary Glover David Taylor Puritan Cleaners Ukrop’s Super Markets, Inc. Patient First Corporation Pearson Companies 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 Tredegar Corporation 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 BBB Principles for Trust 701 E. Franklin St., Suite 712 Build Trust Richmond, Virginia 23219 Establish and maintain a positive track record in the marketplace. www.centralvirginia.bbb.org email@example.com Advertise Honestly Member Hotline: Adhere to established standards of advertising and selling. 804.648.0030 888.648.0030 (toll free) Tell the Truth Fax: 804.648.3115 Honestly represent products and services, including clear and adequate disclosures of all material terms. 24-Hour Report Lines: 804.648.0016 (Richmond) 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: 804.648.0036 Honor Promises Abide by all written and verbal agreements. Elder Fraud Hotline: 804.780.2222 Be Responsive Address marketplace disputes quickly, Dispute Resolution Center: professionally, and in good faith. 804.343.7355 Safeguard Privacy Protect any data collected against mishandling and fraud, collect personal information only as PRSRT STD needed, and respect the preferences of U.S. Postage PAID consumers regarding the use of their information. Richmond VA Permit # 304 Embody Integrity Approach all business dealings, marketplace transactions and commitments with integrity.
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