Our Brand Focus

Marketplace
Relevance
ANNUAL REPORT
2013 *
BBB Accredited
Business Growth
Advancing
Ethics
Our Brand Focus
Better Business Bureau Serving Mainland BC

MESSAGE FROM THE PRESIDENT
2012 was a year of celebration and change
for the BBB organization and your local
oce. 2012 marked 100 years of the BBB
serving North America; The Canadian BBB’s
were certified as a region within the BBB
system and your local BBB had a presidential
change.
As the incoming president since June, I have
spent time getting to know the operations of
the BBB, building great relationships with the
hard working and dedicated team that serve
you, and have had the pleasure to meet with
some of our Accredited Businesses.
This year, we are embarking on a new 5 year strategic plan
to ensure that the BBB increases its brand awareness in the
marketplace and to ensure that we reinvest in the design and
delivery of programs and services that add value to your
Accreditation. Last year we saw a 23% increase in our
instances of service with over 1.4 million Business Reviews
inquiries!
While we work together to advance an ethical marketplace
and maintain the high BBB Standards of Trust, your BBB team
is working hard to continue increasing the relevance for
consumers to look for Accredited Businesses FIRST.
I am excited to share that our 2013 Business plan includes a
new focus on positioning the BBB brand in the BC marketplace,
and our LOOK FOR THE LOGO campaign is under
way. We will showcase YOU, our Accredited Businesses, using
multiple print and media avenues.
I would also like to take this opportunity to let you know how
proud and committed I am in leading our wonderful and dedicated
team, as we work hard all year long to help you towards
business success. And lastly, I want to THANK YOU for your
support of the services we provide and on behalf of British
Columbian consumers, thank you for Starting with Trust!
- Danielle Primrose, BBB President & CEO

Registration and Networking
Value Exhibition Tradeshow
Welcome Note - Danielle Primrose, President
Long-term Accredited Business Recognition
Annual General Meeting
Notice of Meeting
Quorum
Approval of Agenda
Minutes of 2012 AGM Meeting
Report from the Board Chair
Financial Statements 2012
Appointment of Auditors
Election of Directors
Adjournment
Recognition of 2013/2014 Board Directors
Value Exhibition Tradeshow
Networking
Prize Draw (at 4:45pm)
Motorcycle Exhibition
Photo Opportunity
AGM AGENDA
3:30pm – 4:00pm
4:00pm – 4:10pm
4:10pm – 4:30pm
4:30pm – 6:30pm
5:00pm - 6:30pm

BUSINESS GROWTH
CONSUMERS REACHING OUT TO THE BBB
In 2012, BBB received 38,707 phone calls from consumers and
businesses.
There was a 23% increase in BBB’s instances of service, with
over 1.4 million Business Review inquiries.
BBB REACHING OUT TO BUSINESSES
In 2012, 538 businesses were newly BBB Accredited, out of a total
of 3,560 BBB Accredited Businesses.
1500 phone calls to BBB Accredited Businesses were made last
year during an 11 month period to gauge satisfaction in BBB
Accreditation.
THE RESULTS: Overall Value of BBB Accreditation
45%
70% gave a rating of 10 or 9
25% 29%
1%
10 9 8

LOOK FOR THE LOGO CAMPAIGN
For 2013, BBB launched “Look for the Logo”, a year-long brand
awareness campaign aimed to drive consumers to look for BBB
Accredited Businesses when searching for a business to trust.
This campaign will focus on increasing consumer brand exposure,
BBB Accreditated Business engagement, and BBB Accredited
Business growth.
MARKETING INITIATIVES
Community presence at events like the Chinese
New Year Celebration at the International Village, and
E-Data Destruction Day.
5,000 branded “Look for the Logo” business cards
were distributed to Community Policing Oces.
Tradeshow support was provided in the
form of a “Look for the Logo” scavenger
hunt at the Buildex tradeshow to generate
consumer trac to BBB Accredited
Business booths. Accredited
Businesses were presented a “Look
for the Logo” tradeshow tent card to showcase their
Accreditation, and given a complimentary BBB decal.
2013 Summer Transit Advertising
ON
GROWING
AVERAGE OVER
OUR
2.75
MILLION
5 6 BRAND
IMPRESSIONS 31% TIMES WEEKS
EXPOSURE
METRO
OF THE
TARGETING
VANCOUVER
POPULATION
... and more to come!

CONSUMER AWARENESS
83
53
2012 MEDIA OUTREACH
Radio
Interviews
Press
Releases
CTV Cooperative Advertising
March 2012 to June 2012
Television
Interviews
Newspaper
Articles
Marketplace
Over 300 ads with the BBB logo
49
100
10 interviews of the BBB president on consumer topics
Total media impressions: 17,000,000
Relevance
KVOS TV Partnership
Spring 2012
Public service announcements on fraud prevention
featuring the BBB president and BBB logo
Topics included grandparent scams, lottery scams,
and charity tips
Total media impressions: 672,000
CKNW/AM740 Combination Advertising
Summer 2012 and Autumn 2012 campaigns
Accredited Businesses participated to show o their
Accreditation with the BBB
Daily listeners across Metro Vancouver: 200,000

In 2012, we had 928,200 new visitors to the BBB
website (66.3% of total visits)
BBB
84.3% of total visits consisted of search trac
2013 CONSUMER OUTREACH
Top Ten Scams
Publication and press conference
In partnership with BC Securities Commission,
Consumer Protection BC, the Competition
Bureau of Canada, the RCMP and the Vehicle
Sales Authority
Over 10,000 brochures distributed to
Community Policing Oces across BC
10
10
Presented by the Better Business Bureau
serving Mainland British Columbia
6
5
Presented by the 4Better
Business 7 Bureau
serving Mainland British Columbia
1
3 8
6
5
2
4
7
1
3 8
2
*Psychology of scams:
1. Appeal to trust and authority
2. Exploit basic human desires and needs
3. Personalized oer appears legitimate
4. Induction by way of making small commitments
5. Belief that large award justifies fees
6. Lack of emotional control
*Psychology 7. Increased hostility of scams: and guilt
1. 8. Appeal Opening to for trust re-victimization
and authority
2. Exploit basic human desires and needs
* for illustration purposes only
3. Personalized oer appears legitimate
4. Induction by way of making small commitments
5. Belief that large award justifies fees
6. Lack of emotional control
7. Increased hostility and guilt
8. Opening for re-victimization
* for illustration purposes only
#JUSTINCASE
#JUSTINCASE
Join the discussion
on Twitter
Join the discussion
on Twitter
*
*
TOP
ADVERTIS
SCAM
TOP
LOVE ADVERTIS
SCAM
TOP
FINANCIAL LOVE
SCAM
TOP
FINANCIAL
ONLINE
SCAM
TOP
ONLINE SALES
SCAM
TOP
COMPUTER
SALES
SCAM
TOP
YOUTH COMPUTER
SCAM
TOP
YOUTH BUSINESS
SCAM
TOP
BUSINESS HOME
SCAM IMPROVEM
SCAM
SCAM TOP
OF HOME THE
IMPROVEM
YEAR SCAM
SCAM
OF THE
YEAR

ADVANCING ETHICS
BBB VISION: An ethical marketplace where buyers and sellers can
trust each other.
Your BBB Accreditation is supporting the advancement of ethics
by sponsoring our consumer services, and by committing to make
a good faith eort to resolve disputes through self-regulation.
In 2012, BBB opened 42 investigations on companies that were
considered suspicious. One investigation on the paving company,
Holman Contractors, led to CTV media coverage in June 2012.
Advertising Reviews completed: 76
216% increase from 2011
OUR FREE CONSUMER SERVICES
The Dispute Resolution department at your BBB had another
busy year, with exciting and valuable results for consumers and
businesses alike.
Complaints closed: 8,600
Accredited Business complaints: 15%
Non-Accredited Business complaints: 85%
Accredited Business complaint resolution rate: 100%
Non-Accredited Business complaint resolution rate: 67%
The Dispute Resolution department at your BBB will continue to
assist our BBB Accredited Businesses and consumers.
Our dedicated sta would be happy to consult with your business
on customer satisfaction strategies. Just give us a call!
DID YOU KNOW?
Resolved Complaints Appear In Your BBB Business
Review So Consumers Can See That Your Company
Makes a Good Faith Eort to Resolve All Complaints

TORCH AWARDS
The Torch Award is a symbol of a company's
commitment to honesty and integrity toward
customers, employees, shareholders and community,
and is the highest achievement the BBB awards to
businesses.
“Jazz Club at the Centennial" was our theme and title of the 5th
Annual Torch Awards this year to honour BBB system’s 100th year
anniversary and our local BBB’s success since our founding in the
late 1930s.
The event had 150 registered guests, and was held at the
Rosewood Georgia Hotel in downtown Vancouver.
2012 Marketplace Excellence Award
- Large Category Recipient: Rogers Group Financial
2012 Marketplace Excellence Award
- Small Category Recipient: China Star Holiday (Canada) Ltd.
2012 Green Award
- Recipient: Mills Basics
Catch future BBB BizSmart News releases
for 2013 Torch Awards Updates!

AUDITOR’S REPORT

CONSOLIDATED FINANCIAL STATEMENTS

OUR THANKS TO YOU
Long-term BBB Accredited Businesses
50 YEAR ACCREDITED BUSINESSES
Pacific Blue Cross
25 YEAR ACCREDITED BUSINESSES
Bandstra Moving Systems Ltd.
Bekins Moving & Storage (Canada) Ltd.
Bestway Tours & Safaris Inc
Brookswood Homes Ltd.
Cambie Roofing & Drainage Contractors Ltd.
Digitel Systems Inc.
Dueck Richmond
Jackson Tours Inc.
Master Care Janitorial
National Home Reviews
Reay's Moving & Storage Ltd.
Sofamakers
UniClean Systems Inc.
Unison Windows & Doors Inc
ZLC Financial Group Ltd
15 YEAR ACCREDITED BUSINESSES
5 Star Catering Ltd
AAAce Blind Cleaning & Repairs
Absolute Pool & Spa Services
Action Roofing Ltd
Adera Development Corp
Allin Plumbing & Heating Ltd.
Artisan Plumbing & Heating Ltd
Ashbrooke Quality Assurance Ltd
Basil Restoration Ltd
BBM Canada
Busybee Gardening
C G M Electronics Ltd
Canadian Doormaster Electric Ltd
Canadian Home Builders Association Of B C
Canstar Restorations
Capital Direct Lending Corp
Citruso Carpet Care Inc
Common Ground Construction Ltd
CTC the Counter Top Connection (1996) Ltd
D & R Skylight Installations
D Henriksen Contracting & Construction Inc
Dents Unlimited Of Canada
Duxiana
East West Building Maintenance Ltd
Emerald Inspection & Consulting Services Ltd
Encorp Pacific (Canada)
Everclean Building Services Inc
Godard Roof Repair Service Ltd.
15 YEAR ACCREDITED BUSINESSES Cont’d
Gray Project Management Ltd
Great Canadian Van Lines Ltd
Greater Vancouver Home Builders' Association
Hasson & Wong Aesthetic Surgery
Hazelmere Roofing
Insception Lifebank Cord Blood Program
Jakin Engineering & Construction Ltd
Kenorah Construction & Design Ltd
Lambert Plumbing & Heating Ltd.
LeafGuard Pacific
M J D Glass Installations
Marco Polo Travel Ltd
McNaughton Construction
Meran Industries Ltd
Monte Cristo Bakery
Morrows Moving & Storage 1976 Ltd
Mr. Tub Man
Murdoch Jewellers
Mustel Group
New City Contracting Ltd
New Creations Mobile Restorations Inc.
Niebuhr Construction
Nu Tech Roofing & Waterproofing
Ocean West Construction Ltd
Pacific Skydivers Ltd.
Pedron Contracting Ltd
Pillar To Post
Powertech Labs Inc
Quay Pacific Property Management Ltd
R C G Forex Service Corp
Ranger's Ocean Park Appliance Ltd
RC Fire Prevention & Safety Supplies
RE/MAX Commercial Realty
Regan Roofing Ltd
Rhodes Wellness College Ltd
Right Trucks Sales & Service Ltd
Safe & Secure Locksmith Ltd.
Self Storage Depot
Sierra Stone Vancouver
Splash Swim & Cruise Ltd
Spratt Emanuel Engineering Ltd
Stanley R. Construction Ltd.
Tonys Roofing
Trimseal Plastics Ltd
Valley Eurotec Sales & Services Ltd
Vancouver Bookbinding Ltd
Vector Marketing Canada Ltd
Your Professional Plumber Ltd

MESSAGE FROM THE CHAIR
We have had a great year at the
Better Business Bureau and it has
been my privilege to be the
Chairman of the BBB representing
businesses throughout Mainland
British Columbia. The past year has
been a time of change and of
growth in dicult economic times.
In June 2012, we welcomed Danielle Primrose as our new
President and CEO. Danielle came to us from the retail world
and it shows. In 2012, 538 new businesses were added to our
ranks of Accredited Businesses. Together with our other BBB
Accredited Businesses, they benefited from the BBB’s
Final Words
presence in the marketplace.
(Positive)
Business. New clients have told me that the reason they
My business consulting firm, AMA Management, has gained
customers as a direct result of being a BBB Accredited
considered doing business with us is that they saw the BBB
seal on our website and knew that we were professional,
honest and ethical.
A big “Thank You” to our hard-working sta who handled the
workload with their ever-present customer service attitudes.
They have embraced the changes and risen to the challenges.
I am delighted to acknowledge their hard work.
Sincerely,
Barry Sharp, BBB Chair for 2012 – 2013

mybbb@mbc.bbb.org
604.681.0312
1.888.803.1222
Our team of 31 in Accreditation Services, Dispute Resolution,
Accredited Business Development, Operations, and Marketing &
Communications - ready to serve you.
Better Business Bureau Serving Mainland British Columbia
Suite 404, 788 Beatty Street
Vancouver, B.C. V6B 2M1
*Trade-mark of the Council of Better Business Bureaus used under license