Welcome to the BBB’s 2014

2. Welcome to the BBB’s 2014 Torch Awards Workshop! 2013 Torch Award Winner (250 - 499 employees) 2013 Torch Award Finalist (100 -249 employees)

3. 2014 Better Business Bureau Torch Awards for Marketplace Ethics • What are the BBB Torch Awards? • The BBB Torch Awards for Marketplace Ethics is an annual awards program to gain public recognition for businesses and organizations that maintain a solid commitment to ethical business practices. • The Torch Awards promotes not only the importance of ethical business practices, but the willingness and efforts made by outstanding businesses to ensure that our marketplace remains fair and honorable. • The Torch Awards are open to all businesses and organizations that service San Diego and/or Imperial County. BBB Accreditation is not a requirement, however all nominees must be in good standing with the BBB. (B rating or higher)

4. 2014 Better Business Bureau Torch Awards for Marketplace Ethics • How do I enter the BBB Torch Awards? • Complete and sign a 2014 Torch Awards Entry Form; • Submit a digital format (PowerPoint or PDF file types) highlighting your commitment to high ethical standards of behavior in the following 5 judging criteria (maximum total of 202 pages):1. Company Summary • 2. Management Practices • 3. Community/Investor/Stakeholder Relations • 4. Communications and Marketing Practices • 5. Industry Reputation • Entry fee of $25, helps fund the Torch Awards Scholarship Program.

5. 2014 Better Business Bureau Torch Awards for Marketplace Ethics • How are the Winners and Finalists decided? • Entries are judged by a panel of independent judges • There are 8 categories based on number of employees (charity/nonprofit, 1-4, 5-10, 11-24, 25-99, 100-249, 250-499, 500+) • Each category has up to 5 judges (switch every year) • The 5 judging criteria carry a total • maximum of 45 points. • One winner and upto two finalists will be awarded in each category • Winners & Finalists are announced at theawards luncheon on December 2, 2014 • Please note: there is an 80% threshold to be considered a winner or finalist and that there may not be a winner or finalist in a category. Every winner & finalist has an unprecedented opportunity for public recognition and well-deserved visibility!

6. 2014 Better Business Bureau Torch Awards for Marketplace Ethics • Guidelines for your entry: • All entries must be submitted in digital format (PowerPoint or PDF file types) and are limited a maximum of 202 total pages (2-pages for summary & 50 pages per each criteria after) • Label the cover and/or cd/dv/flash drive for easy identification • All judging criteria should be clearly defined • by title pages for digital submissions • No commercials, video or music will be reviewed • All entries should be attractive and well-organized • Judges will not review video or web-based products

7. 2014 Better Business Bureau Torch Awards for Marketplace Ethics • International Torch Guidelines: • Submit International Torch entry form and supporting document in electronic form on a CD/DVD. Electronic documents may be PowerPoint or PDF file types. Include company name on the CD and provide four additional copies along with your entry version. • Applicants should retain a copy of their entry. All entries become the property of CBBB and cannot be returned. • A non-refundable fee of $100.00 is required. (BBB pays for $100 fee) • Businesses advancing to the next stage of the competition may be asked to provide contact information for customers, vendors, and suppliers whom the judges may contact about the firm’s entry.

8. 2014 Better Business Bureau Torch Awards for Marketplace Ethics OVERVIEW: Marketplace Excellence * A company should demonstrate its superior commitment to exceptional standards that benefit its customers, employees, suppliers, shareholders and surrounding communities. * The company must provide supporting documentation in five areas for consideration. While examples from all five areas must be provided, the bullet points shown are only suggestions and not all bullet points are required to be addressed in order for a company to compete. * Criteria are designed to provide flexibility to nominees in best describing and supporting their company’s activities. Criteria also allow for flexibility in evaluation, leaving room for subjective consideration, rather than a judging process purely driven by statistical analysis.

9. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Getting Started...

10. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Your Entry: Criteria 1 - The Summary

11. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 1 – The Summary • Entries must include a summary that: • Explains why the company merits consideration for award • Highlights specific business and management practices relevant to award • Illustrates company’s commitment to standards that build trust in the marketplace • Explains company’s position on integrity and standards of conduct in relationships with all stakeholders (including a formally adopted policy or mission statement)

12. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 1 – The Summary continued… • Other items to include with the summary and mission statement: • Any licenses your business may have • For charities and non-profits, • include your organizations latest • 990 form • PLEASE NOTE: • 2-page maximum for this section RSVP Publications 2013 Torch Awards Finalist

13. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Your Entry: Criteria 2 - Management Practices

14. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 2 - Management Practices Note: Owners of companies with no employees must explain how a personal commitment to exceptional standards is applied in business practices. • Suggested documentation to include: • A vision, mission or core values statement describing commitment to exceptional standards • Pertinent sections from employee handbook , company manual or training program • Employee benefits packages • Drug/alcohol free work environment • Harassment policies • Existence of Ethics Officer, Ombudsman or Compliance Officer • Discuss scope and authority of this position **TIP: If you don’t have an “Ethics Officer” describe who IS responsible for this position. Also, use actual excerpts from your Employee Handbook – but make sure to use relevant information only (benefits, vacation, sick time, harassment, open door policy, etc) .

15. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 2 - Management Practices continued... • Management practices that foster positive employee relations and retention • Tuition reimbursement • Ongoing training and promotion from within • Flex time opportunities • Group outings / company picnics / holiday parties • Employee benefits and/or practices contributing to the quality of family life • In-office day care • Insurance coverage for spouse/dependents • Recognition of birthdays / anniversaries • “Bring your kids or pets to work day” **TIP: If possible, include letters from happy employees! Tell the story using pictures and captions.

16. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 2 - Management Practices continued... • Formal or informal policy to address safety issues • Actions taken to assess and mitigate risk and prevent workplace injury • Formal training and/or procedures used for employee concerns • Open door policy • Written policy for handling concerns • Examples of practices focused on security and privacy issues • Confidentiality agreement signed by employees • Security code for office, with visitor check-in at door

17. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 2 - Management Practices continued... • Examples of sound environmental practices • Recycling paper/used materials/hazardous materials and liquids • Donating reusable items to non-profits or those in need • Examples of commitment to standards that build trust in the marketplace • Customer service program • Vendor/supplier relationships • Referral programs • Your BBB Accreditation, including your commitment toBBB’s Standards for Trust • PLEASE NOTE: 50-page maximum for this section **TIP: For examples include anything you can think of: turning off lights, recycling, saving water, using dishes not plastic, etc.

18. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Your Entry: Criteria 3 - Community / Investor /Stakeholder Relations

19. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 3 - Community/Investor/Stakeholder Relations • Suggested documentation to include: • Examples of company’s vision, mission and/or core values statement in action – describing how you leverage your beliefs for the benefit of consumers, suppliers, shareholders and community • Explain how your company has prospered because of your dedication to ethics and integrity • Has your business increased based on referrals? • Has your BBB Accreditation helped you gain customers? • Company policies/practices for accountability to community, investors, stakeholders • BOD Meetings • Audits • QA Policies and Procedures

20. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 3 - Community/Investor/Stakeholder Relations continued... • Suggested documentation to include: • Corporate governance practices that address accountability and responsibility to shareholders • Customer service policies and procedures that ensure customer satisfaction and demonstrate accountability • Customer satisfaction surveys • Warranties • Customer referral programs • Secret shopper programs • 24/7 hotline / online info center • Complimentary letters/feedback from customers, vendors, suppliers and/or community leaders **TIP: BBB suggests 6-8 letters from customers and 4-6 letters from vendors/suppliers. You can ask people to write letters for you and the letters can say “Dear BBB”. Also check Facebook, Twitter, Kudzu and LinkedIn

21. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 3 - Community/Investor/Stakeholder Relations continued... • Actions taken that demonstrate service ‘beyond the call of duty’ • Did you provide extra work for a customer, above the contracted work? • Case-study examples of when company made tough decisions that had negative short-term consequences, but created long-term value and benefits • Examples of errors and how you corrected them • Provide at least one or more examples **TIP: The judges REALLY want to see how you corrected your errors. Omitting this information for fear of “looking bad” is not a good idea. Everybody makes mistakes, and the judges know it. They want see the steps you took to correct those mistakes 

22. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 3 - Community/Investor/Stakeholder Relations continued... • Examples and results produced by any pro-bono work • Free Workshops / Counseling • Examples of working closely with community and making a positive social impact • Community service projects • Recognition for charitable and/or community service projects • Participation in MS Walk, Light the Night or similar • PLEASE NOTE: 50-page maximum for this section **TIP: If you have pictures from your community service events, use them. Add captions and pictures to attract interest from the judges and show your company’s spirit. 2013 Breast Cancer Walk

23. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Your Entry: Criteria 4 - Communications and Marketing Practices

24. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 4 - Communications and Marketing Practices • Suggested documentation includes: • A vision, mission or core values statement describing commitment to exceptional standards • Description of methods used to ensure all sales, promotional materials and advertisements are truthful and accurate • How do you quantify your advertising? • Routing process for promotional materials and marketing pieces • BBB Advertising Review Program (kjones@sandiego.bbb.org) • Examples of marketing and advertising materials • Yellow Pages / Newspaper / Magazine ads • Your company’s website & social media • Coupons and brochures • Copy of radio/TV spot • Banners on service trucks, company uniforms/logo shirts

25. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 4 - Communications and Marketing Practices continued... • Sales training policies and/or codes of ethics used by sales personnel to ensure all transactions are made in a transparent and honest manner • Monitoring practices used by management • Sales training for new hires • Disciplinary action taken for employees violating sales standards • Do your customers clearly understand what they are purchasing or do your donors clearly understand where their donated money goes? • Examples of internal communications practices benefiting employees and contributing to overall company effectiveness and efficiency • Sales training for new hires and on-going training • Online “intranet” site w/updates and alerts?

26. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 4 - Communications and Marketing Practices continued... • Crisis communication efforts and marketing actions used to educate audiences, prevent negative outcomes and restore trust and confidence in company, and your products and services • Special marketing pieces educating on new policies, expired policies, etc • Recall notices • Examples of advertising that was modified after company found that an ad was unintentionally misleading • PLEASE NOTE: • 50-page maximum for this section

27. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Your Entry: Criteria 5 - Industry Reputation

28. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Criteria 5 – Industry Reputation • Suggested documentation includes: • A vision, mission or core values statement describing commitment to exceptional standards • Media coverage reflecting company’s industry and community reputation as a trustworthy business • Examples of articles in trade • Articles in industry publications • Copy of (or write-up of) any news media coverage • Copies of awards, recognition and/or complimentary letters from others within your industry or trade group • PLEASE NOTE: 50-page maximum for this section **TIP: Take pictures of your awards and label them

29. 2014 Better Business Bureau Torch Awards for Marketplace Ethics The Benefits... • Winners and finalists receive a special Torch Awards Winner or Finalist logo to be used on any/all marketing pieces; • Winners and finalists are included in a promotional piece given to all luncheon attendees (400+), special ads in U-T and SDBJ, emailed to 6,900 ABs and 3,300 area consumers, and more; • Winners’ logo will appear on San Diego BBB’s bbb.org homepage for one full year (rotating);

30. 2014 Better Business Bureau Torch Awards for Marketplace Ethics The Benefits... • Winners have opportunity to appear on Channel 6’s “San Diego Living” live TV show; • Winners and finalists are announced in special ad in BBB’s Yellow Pages (hand-delivered to over 300,000 single family homes) • Scores and judge’s comments are given to all entrants after awards luncheon

31. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Promoting your award... • Use your special Torch Awards Winner or Finalist logo on any/all marketing pieces including business cards, Yellow Page ads, etc • Advertise it on your company’s website and social media sites • Use it as part of your “on hold” telephone message • Send a press release to local publications

32. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Important Things to Remember: • Entries are due: Thursday, August 28, 2014 • 5:00pm • Be clear, concise, and consistent • Remember to “think like an outsider” – give your entry to someone who doesn’t work for your organization to see if they get a clear picture of your company after reviewing • Label (and explain) everything • Have fun! This should be a great time to look back at all the things your organization has accomplished • Awards luncheon is Tuesday, December 2, 2014

33. 2014 Better Business Bureau Torch Awards for Marketplace Ethics Common Questions: How do I know if a worker is a 1099 contractor or a W-2 employee? The Rule: The general rule from the IRS is that it depends on how much control the worker has over the work. If the worker uses his or her own tools or equipment, and carries his or her own insurance, the person is likely considered a contractor. The business should issue that person a 1099-MISC reporting the income paid, and the contractor is then responsible for paying all taxes related to that income (self-employment taxes). If the worker can be considered an employee, the business is responsible for withholding income tax and paying payroll taxes on behalf of the employee, and must issue a W-2 to report this. Short Answer: Your company will have to decide if the workers are classified as contractors or employees.  If they are considered contractors than the entry should be based on full-time employees only, not contractors.

34. What others are saying: “Being honored and recognized as a Torch Award recipient has been instrumental in our organizations continued growth, profitability and the attraction of superior personnel!” – Action Air Conditioning Heating & Solar “Being a Winner of the coveted Torch Award is such an incredible honor; while the process seemed challenging at times, it is so humbling to know that being transparent and ethical in the marketplace is truly appreciated and recognized” – Reilly Financial Advisors “The importance of good ethical practices had become of even greater importance after joining the BBB and participating in the Torch Awards process. It has become part of our business culture.” – Anderson Plumbing, Heating & Air, Inc.

35. Remember: Your BBB is here to help! Contact info: Shelley Bradley sbradley@sandiego.bbb.org Trang Nguyen tnguyen@sandiego.bbb.org (858) 637-6199