One of the great services BBB provides both consumers and businesses is free dispute resolution.
What makes it great? Well, a complaint is often the result of a misunderstanding, one that often times becomes emotionally charged. At BBB we don't see always see complaints in a negative light. In fact we see conflicts as an opportunity for a business to turn a dissatisfied customer into a lifelong customer. And we make it our job at the BBB to try to help with this process.
So how does the BBB help? First off we try to help businesses and consumers avoid getting to a place of conflict in the first place.
How do we do that? We educate, educate, educate. We educate consumers to choose the right business the first time – choose a BBB Accredited Business. We teach businesses to rise above the mediocrity in our marketplace – provide excellent customer satisfaction.
The lessons we try to impart: Business owners and managers need to hire people who genuinely like people and are genuinely liked by people. And consumers need to choose a business not for their prices alone, but because they like the people and are treated with respect.
Second, when a conflict escalates to a formal BBB complaint, our Dispute Resolution staff are here to facilitate both sides in negotiating a reasonable resolution. Sometimes it takes a little give and take by both parties involved. Often the help of an independent third party to provide some additional perspective is what helps a business to regain the trust of it's customer.
Maintaining and building trust in the marketplace is a joint venture between businesses, their customers and the BBB.