CPG Systems recently went through the process of getting accredited by the Better Business Bureau here in the BC Lower Mainland. We’re really quite happy to have been accepted. And even though many see BBB as a cakewalk to get into, I was actually a bit surprised at the thoroughness of their process.
Let me tell you a bit about the process, and why CPG thought it was a good idea.
First, the process. They actually need to see business licenses. There are references required, and verified (I know, because my references told me that the BBB had called them). They do a corporate registry search to confirm that your company is, in fact, being added to their roster by a person with the authority to do so. And just because you join the BBB does not mean that you automatically get yourself an A+ rating from them. CPG has been in business for a bit over 3 years, and so the highest rating that we are eligible for is an A-. We can’t get higher than that for a couple more years.
As for the reasoning, there were a couple big points that made us think that BBB membership was a good idea. Firstly, there’s the principle of openness. We at CPG have always been about being upfront and transparent about what we do, and why. We don’t have the need or desire to keep things from our customers (ask them… we can provide references). This is one of the underlying principles of trust that the BBB espouses as well.
We also firmly believe in doing what’s right, not what’s the most profitable. If a company has a problem with products that we have recommended, then we do what it takes to make it right for our customer. Whether or not we make a profit on the final outcome is far less important than being able to walk on the moral high-ground.
But the biggest reason we joined the BBB is the trust factor. My favourite analogy lately is that IT companies are kind of like auto repair shops. With the mechanic, you take your car in and get it back at the end of the day. You ask “what was the problem” and you get an answer. And you find yourself being $1500 poorer, and no more certain about what actually happened. The mechanic will often speak in terms you don’t get, use jargon and acronyms, and leave you feeling confused at best, and like a simpleton at worst.
IT companies suffer the same type of fear, uncertainty and doubt. It is generally feared at best and loathed at worst. Tech-types often don’t communicate well or explain properly what they did and why. Being part of the BBB means that we have to continue what we’ve been doing all along… which is to explain things clearly and in terms that our clients understand. With the BBB seal, potential customers will (hopefully) know that they’ll be able trust us.
And take a look around. For all the computer support companies that are out there, not many of them are BBB certified. Is yours?