As a business, you want to maximize the presence of your business in every way you can - online and off. Your BBB of Central and Northwest NC is here to help.
Ensure your profile is complete
In order for your customers to find your BBB® Accredited Business profile online, search engines like Google have to find it first...they like good, consistent content and quality links.
And remember, 81% of consumers do online research before making a purchase decision. The more information you can provide up front, the better chance you have at gaining their trust and securing their business. Please note all changes, including images, will be reviewed by a BBB staff member before being approved and updated.
- Every time you visit your dashboard, start by making sure your business information is up-to-date and all the links work.
- Tell consumers about your business using the overview & category section. Make sure that the overview/nature of business description is clearly and concisely written, at least 150 characters, completely unique (does not copy your website text) and is written with proper grammar and spelling. Consider including one or two keywords, so long as they are relevant and flow naturally within the description. Do not keyword stuff -pur your keywords in a list or group or out of context in unnatural prose - the overview description. This will not improve SEO of your BBB Business Profile. Also: do not make marketing claims in this section, such as "the best" or "the only." This is not an area to sell your goods and services. It is an area for you to explain what your business does. Do not include HTML, scripts, ads, or followed links in this section, as they will be removed.
- Provide a list or description of the products or services you sell that make your business unique or that differentiate you from your competition. Do not list name brands of every product as this may be seen as spam by search engines.
- Ensure your service area is correct - everything is geolocated to provide results closest to where your consumer is located. Your business may reside in a specific location but provide services within a larger region. Be sure to clarify the range of your service area for customers.
- Add your social media links as additional URLs so they show in your profile.
- Ensure contact information includes your company address, phone number, email and website, as well as the names of the owners, managers, or any relevant staff. Be sure the contact information matches all other online directories and social media.
- List the hours your business is open for business, or when to contact your company for more information.
- Consistency is key. Maximize SEO for your business by making certain the name of your company and your address match and are consistent on EVERY online listing, including your profile on BBB.org. For example, if you list your address as ‘Main St.’ on BBB.org., be sure not to use ‘Main Street’ on your Facebook page or Google My Business Profile.
Upload logos, photos, videos
Companies who use brand logos get twice as much visibility than those that don't and only Accredited Businesses can display their brand logos. Use a web ready (72 dpi) .png, .jpg or .gif logo image that is of a 1:1 ratio or 400 x 400 pixels in size.
Ensure that you have copyright ownership and permission to publish all images and videos that you include with your BBB Business Profile. All photos and videos should be web ready. Photos should be in a 16:9 ratio or 640 x 360 pixels. Do not hyperlink images.
*Please note all changes, including images, will be reviewed by a BBB staff member before being approved and updated.
Advertise Accreditation | Get BBB Seals
One of the greatest benefits of being a BBB Accredited Business is the Accredited Business Seal. And you want to show it off everywhere. In a recent survey, 78% of consumers said BBB Accreditation made them choose a business. So show-off your seal.
Using the seal in print: You can download the print version of the seal from your dashboard. These are the only authorized seals you can use. Please do not change/edit or modify the colors or shapes of the seals or add a letter grade to them.
Use the seal everywhere you advertise:
- email signature
- business cards
- print and digital ads
- all marketing materials
- tv and radio spots
- estimates, contracts & invoices
- vehicles
- business & work shirts
Using the seal on your website - If you put the seal on your website, you must use the Dynamic Seal. You can download the html code for the seal from your dashboard and install it on your website. Call Mary Owens at 336-478-1904 or email her if you have questions.
The Dynamic Seal is a clickable version of the seal that links directly to your BBB Business Profile. Accredited Businesses experience 10-50% increase in revenue and customer engagement through the use of the BBB Dynamic Seal. Remember it's the only approved way to display the seal and letter grade together on your website. A recent survey from IronMonk showed Americans value an A+ BBB rating more than a 5-Star rating on Facebook, Google or Yelp.
We have BBB vehicle stickers which are the only authorized way to display the BBB seal on vehicles as well as other size decals to use on the door of your business. They look the same as the print version of the seal.
• The FREE vertical seals are 2.35" x 4", 3.125" x 5.25", 4" x 6.75" and 7" x 11".
• The FREE horizontal sticker is 4 x 12".
Email Kristie Angel for your free decals.
Solicit and respond to customer reviews
More than 80% of people thought customer reviews more than three months old are not as relevant, according to a recent BrightLocal survey. Time is even more of the essence with younger people. About 60% of 18 to 34 year-olds only consider customer reviews written in the past two weeks. So you need to continously get reviews for your BBB profile.
We make getting customer reviews easy with the Your Reviews app.
Unlike with other review apps, the customer does not have to download anything to their own device. Using the Your Reviews app, you send a link to the customer, they write a review and submit it. It's that easy. Get the Your Reviews app now.
We also help you solicit reviews with links and logos
Get your customers talking about you and build up your customer review section. Encourage customers to submit reviews with your customized link found in the customer reviews section of your Accredited Business Portal.
We also provide logos you can use in your emails and on your website or printed materials to solicit reviews. You can download those from your dashboard.
Respond to complaints
As an Accredited Business, you must respond if a consumer files a complaint with BBB.
Regardless of whether they to come to us or you directly, resolving customer complaints not only helps restore your reputation when trust has been broken, but also can help generate lasting loyalty with customers who feel their concerns have been properly addressed. And potential customers know even the best company can receive a complaint - they want to know how the business responds.
Respond Professionally
In short, this sentence means one thing - Solve the Problem. Apologize for the inconvenience and get on your way to resolving the problem. What matters to the customer is that you are willing and able to handle the problem presented to you. Don’t make the company look bad. Make everyone look great by being productive and proactive. If a situation warrants further investigation or action, that is another matter.
Sympathize
A customer with a complaint may be angry or can expect resistance. By sympathizing you can defuse the situation. Statements such as “I understand how you feel,” or “I can see how you are upset by this” are often great phrases. Acknowledge the customer’s feelings without agreeing with their position. A friendly, open, non-defensive attitude lets the customer know how important they are to you.
Apologize
Be sincere in expressing regrets that the customer has been inconvenienced or disappointed. Then state the company position. Ask questions to find out if the customer understands company policy and If adjustments are in order, make them quickly, and cheerfully. If no adjustment is due, explain the company policy and reasoning to the customer. If the company is at fault, admit it quickly and show your willingness to correct the error. If the error is the customer’s, allow them to save face. Remember, the purpose is to bring them back.
Reassure
The customer has expected resistance and is afraid you’ll do nothing about the problem. Fear must be eliminated before they can speak reasonably with you. “Mr. Customer, I am sure we can fix this for you,” or “Mr. Customer, we’ll do all we can.”
Get the Facts
People with complaints often generalize. They may start off saying that everything was bad, when in fact, only part of the transaction may have caused the problem. Ask questions, listen without interruption or argument, and re-state your understanding by paraphrasing what you just heard. See the customer’s point of view.
Rebuild Our Reputation
After apology, remind the customer that your company successfully deals with hundreds (thousands) of customers every year. Remind them you have built a good reputation based on service and dedication to our customers. Let them know you appreciate them and are able to correct the problem.
Thank the Customer
Make the customer feel good. By now they’re a little embarrassed that they’ve created such a fuss. If they go away feeling that they’ve made a mountain out of a molehill, they may never come back. Be sure that you take the opportunity to thank them for the constructive criticism and allow them to save face.
