People of BBB: Dustin West

Ever wonder who handles your complaints? Who calls BBB Accredited Businesses to make sure they have everything they need? Who keeps BBB running smoothly? Meet all of them in our People of BBB series!
July 14, 2014

DUSTIN WEST, operations manager


What is your job with BBB?
I manage the interaction between consumers and BBB by overseeing the Investigator, the Information Quality Analyst team, and our Resolution Moderators.

What’s your favorite part about working here?
My crew. Of all the benefits that come from working at BBB, the people that I work with is definitely number one.

What part of your job specifically do you enjoy the most?
When we have a customer with an issue they’ve not been able to resolve with the business, and we successfully navigate that situation to equitable resolution--that’s my favorite part. When we have two parties who are so angry they can’t even communicate with each other, then we help open those lines of communication and we help them reach a resolution that’s beneficial to both, that’s awesome.

        Dustin’s reaction following a complaint resolution.

What keeps you busy when you’re not in the office?
My kids pretty much take up most of my free time. Well, that’s not accurate [smiles]. I would say my family, we, as a whole, take up our free time. One sounds like a job and that’s not really the way it works out.

Who do you go to when you need advice?
My wife. She usually lets me know where I’m screwing up and where I can improve, and that’s usually the right answer [laughs].

Favorite movie?
Indiana Jones, all of them. The first one specifically, because I love history, I love archaeology, I love adventure. And I like fedoras [laughs], so it all kind of works out well.

Indiana Jones_Dustin.gif

What’s your favorite season?
Winter. Cities are noisy, sometimes problematic, and dirty, and the snow fixes all that. Cars are quiet, people are quiet, sound stops and everything’s clean.

What are some words you live by?
It’s really cheesy, but I would probably say, “To thine own self be true.” I truly believe in that; I’m very much a person who ascribes to the idea of self-awareness, and I really feel that it’s necessary to understand yourself and to always be honest with yourself. If you can’t be honest with yourself, you’re lying to yourself and to everybody else. It’s a dumb and cliché saying, but that’s why.

Quotes hang above Dustin’s desk.

What’s your favorite book?
Anthem by Ayn Rand, because it explores the idea of the collective and selfless sacrifice for the masses despite your personal wishes, and the conclusion of the book is “No.” The idea being that as we work toward ourselves we help each other. I like that idea.

If you could be stuck in an elevator with anyone, who would it be?
Theodore Roosevelt, I think. Have you ever heard the story about his assassination attempt before he gave a speech, then not going to the hospital until afterward? He was a hunter, so he could tell it wasn’t a lung shot. He knew would survive, so he gave the speech as planned. Awesome.

What’s the best trip you ever took?
Iceland. It was foreign, and by that I mean it was alien. It was everything I’ve ever read, but the landscape was like nothing I could have imagined. They also have the best hot dogs in the world.

What’s the best compliment you’ve ever received?
Um, that’s two-fold. And they’re both super cheesy, so stand by [laughs]. The first is “I do.” Because, more so than any other point in my life, someone believed in me 100%.  The other one would be “Dad.”


ABOUT BBB: For more than 100 years, Better Business Bureau has been helping people find businesses, brands and charities they can trust. In 2013, people turned to BBB more than 132 million times for BBB Business Reviews on more than 4.5 million businesses and Charity Reports on 11,000 charities, all available for free at BBB Serving E. Washington, N. Idaho & Montana, founded in 1912, is one of 112 local, independent BBBs across North America.  

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