The Better Business Bureau of Chicago and Northern ...€¦ · a lively start. Reporting on one the...

The M

ark of In

tegrity

The Better Business Bureau®

of Chicago and Northern Illinois

2006 Annual Report

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CHAIR

DORIS K. CHRISTOPHER

THE PAMPERED CHEF

PRESDENT & CEO

STEVE J. BERNAS

IMMEDIATE PAST CHAIR

MICHAEL E. STANCZAK

HANSON MATERIAL SERVICE

VICE CHAIR

GERALD M. COLE

WASTE GASIFICATON

SYSTEMS, INC.

VICE CHAIR

ROY SPENCER

PERMA-SEAL BASEMENT

SYSTEMS, INC.

VICE CHAIR

DAN B. STONE

ALBERTO-CULVER COMPANY

SECRETARY

CARL G. JACOBSON

GE NORTH AMERICA LENDING

TREASURER

CHARLES GAVZER

CATALDO ENTERPRISES

GENERAL COUNSEL

JOHN A. JANICIK,

PARTNER

MAYER, BROWN, ROWE &

MAW LLP

Dear Member: Th is past calendar year has been a rollercoaster ride while we have had

terrifi c growth in all areas especially our new memberships and programs; the organization and its members suff ered the loss of our President James E. Baumhart who had spent over four decades with our BBB and the last 17 years leading the organization.

I am honored to have been elected president and CEO and will use my 20 years of experience in operations to expand the reach and programs of the BBB to continue as the apotheosis of associations supporting and practicing ethical business methods every day.

Th is entire report provides you with an overview of our accomplishments on your behalf there are several highlights that should be brought to your attention.

• Our instances of service have topped 3,000,000 for the fi rst time. A signifi -cant milestone as it is an increase from just under 500,000 six years ago.

• New memberships have continued to be most impressive and only slightly behind the all time record of the previous year.

• With more contacts from the public we have seen complaints rise about 13% with a settlement rate of nearly 80% and a commensurate rise in the use of our Alternative Dispute Resolution Program.

• A record number of nominations for the Torch Award For Marketplace Ethics Awards on the 10th year of this program that recognizes businesses in northern Illinois.

• Th e Resource Guide published both in the Spring and Fall continues its success as a premier vehicle for describing our services and as a current directory of member businesses.

• Navy Line is a new program which we present information on our services in conjunction with fi nancial seminars at Great Lakes.

• Nationwide media interest continues to expand at an increasing rate with our alerts, press releases and investigations to the point where we average one media contact per business day.

• Getting the BBB message out at a variety of venues from the Chicago Auto Show and home shows to the Expo Fiesta Chicago.

• Development of a new integrated marketing plan for promoting our copy-righted Ethics for Business Success program is near completion.

• Presentations at the University of Illinois graduate school of education.

• Reinvigoration of the Charities Evaluation program has been accomplished utilizing new software to support the process.

• Our Board Committees especially the Executive Committee, Marketing Committee, Ethics and Standards Committee and Strategic Planning have been extremely active in this transition period.

• On the social side our Integrity Classic Golf Outing continues to have a capacity crowd.

All of these services and accomplishments are strictly due to the support of our members and the dedicated Board of Directors and staff . With our same staff team working every day for our members we expect 2007 to be another banner year!

President Chair

2006 EXECUTIVE COMMITTEE

2 Better Business Bureau

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BBB YEAR IN HIGHLIGHTS

2006 Annual Report 3

Discussing the value of the BBB at the December net-working reception were veteran Board Member Cecil Treadway (left) of Treadway Enterprises; Dave Kelly of RH Donnelley (center) and David Gutman, PhD of Momentum Advantage Partners.

Expanding our ethics programs were part of the discussion for Michael Bruening (left) of Th e George S. May International Company and BBB Vice Chair Gerry Cole prior to the start of the December Board of Directors Meeting.

Two winners of the 2005 Torch Award For Marketplace Ethics awards were present to discuss best practices at their companies at the annual DePaul University seminar. Dr. Pat Werhane (left) hosted the program which included Blue Cross Blue Shield’s Ellen M. Hunt, JD, CHC who is Vice President-Compliance Operations and Carolyne S. Turner, President of Information Development Corporation.

Board of Director Members Billy Abt (left) of Abt Electronics, Jerry Stock (center) of U. S. Waterproofi ng and Rick Walters of ADP discuss the December meeting agenda.

Th e BBB Display Table attracted plenty of attention dur-ing the reception prior to the Annual Dinner Meeting on March 21st at the Hilton Chicago.

OUR MISSION

OUR VISION

is to be the preeminent source of information

relating to ethical business and advertising practices

and to be a major provider of marketplace dispute

resolution services.

is to promote and foster the highest ethical

relationship between businesses and the public

through voluntary self-regulation, consumer and

business education, and service excellence.


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79TH ANNUAL MEETING


Arbitrator of the Year Award was presented to Richard W. Robinson by Steve Bernas, (left) Vice President of Operations and President/CEO James E. Baumhart of the BBB at the Annual Meeting. Mr. Robinson has been doing a number of volunteer arbitrations in both the Chicago and Rockford offi ces.

Recognized as the Torchbearer of the Year for 2006 is Jerry Cizek III (left) President/CEO of the Chicago Automobile Trade Association. Presenting the award on behalf of the BBB is Chair Doris K. Christopher. Th e award recognizes the ongoing eff orts of Mr. Cizek in directly working with the BBB on issues of adver-tising review and in being active in promoting alternative dispute resolution for auto dealers and their customers. Doris Christopher is Founder and Chair of Th e Pampered Chef.

BBB Chair Doris K. Christopher thanks featured speaker Francisco Codina, Group Vice President of Ford Motor Company for his excellent presentation at the BBB Annual Dinner Meeting.

Th e list of nominees for offi cers and directors of the BBB in the coming year was presented by Nominating Committee Chair A.F.(Duff y) Gaynor at the Annual Dinner Meeting on March 21. Mr. Gaynor is a member of the BBB Board of Directors and Vice President-Global Services for IBM.

Discussing the “Ethics for Business Success” training program at the annual meeting are Dr. Sandra Williams (left) who developed the content for this copyrighted program and Tom Joyce of the BBB; Tom Foglietta, State Farm Zone Compliance Coordinator and BBB Board of Director Peter Grande, Agency Field Executive of State Farm Insurance.

Getting acquainted during the BBB’s 79th Annual Dinner Meeting were new Board Member Steve Dezara, (left) President of Luna Carpet & Blinds; Paul Fisher, (right) President of Danley’s Garage World; and BBB Board Member John Idler ABC7.

Arbitrator of the Year BBB Torchbearer Award


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2006 BBB STAFF


SENIOR STAFF

(Left to right) Marcy Wilk, Assistant to the President and Eric Pinto, Director, Membership Division

ADR DIVISION

(Left to right) Irving S. Capitel, J.D., Senior Counselor, Alternative Dispute Resolutions Divisions; Roxanne Calibraro, J.D., Director, Alternative Dispute Resolutions Division

OPERATIONS AND INVESTIGATIONS

(Standing left to right) Brad Rhodes, Lucy Jodlowska, Management Trainee Investigations; Courtney Bobinsky, Membership Services; (sitting left to right) Carmen Nunez, Administrative Assistant; Maria De Courtenay, Director of Operations

OPERATIONS

(Left to right) Charlie Baumhart, Operations Services; Brad Rhodes, Administrative Asst.; Courtney Bobinsky, Lucy Jodlowska, Manager of Investigations; Carmen Nunez, Administrative Assistant; Maria de Courtenay, Director of Operations

MEMBERSHIP SERVICES (Standing left to right) Bert Adams, Membership Rep; Eric Pinto, Director, Membership Services; Ann Murtha, Membership Services; (Sitting left to right) Barbara Lucas, Manager Membership Services; Dale Drenthe, Assistant Membership Director

INQUIRY SERVICES-CUSTOMER

SERVICE REPRESENTATIVES (Standing left to right) Jose Torres, Mail Room Clerk; Rhonda Drew, Dorienne Fulks, Frances Pryor, Lillian Allen, Barbara Williamson

CONSULTANTS

Carleton Bergere (left), Edwynne Perkins and Eddie Johnson

COLLEGE INTERNS

(Standing left to right) David Berrios, Rolando Reyes, Daniel Zabrowski, Renata Duque; Nina Castle, Manager of the Charitable Solicitation Program (Sitting)

COMPLAINT HANDLING SERVICES

(Left to right) Nicole Tooks (Financial Services Dispute Resolution Specialist); Nita Virghes, Assistant Manager Direct Retail Services; Robin Badgett (Manager-Advertising Review; Kimberly Mullen, Personal Services Dispute Resolutions Specialist; Diana Mendez, Assistant Manager Home/Transportation Services; Denise Hines, Assistant Manager Intake Services

ROCKFORD STAFF

Standing (left to right) Jennifer Daughtry, Retention Specialist; Marge Wier, Membership Representative; Dennis Horton, Director, Rockford Offi ce; Teresa Glass, Operations Assistant,; Tim Sofran, Membership Representative; (Sitting left to right) Lee Rucks, Membership Representative; Ranona Quevedo, Membership Representative; Mary Ann Wixom, Operations Division

Tom Joyce, Director of Marketing & Communications


PROGRAMS & EVENTS


Presenting the mission and value proposition of the BBB as the focus of the meeting Facilitator David Sparks gets things off to a lively start.

Reporting on one of the Strategic Planning meeting’s breakout sessions, BBB Director John Smith highlights several interesting issues.

Dennis DiVitto (left), Jack Gray, Marty Norville and Immediate Past Chair of the BBB Mike Stanczak prepare on the challenging White Eagles course during the July 31 outing.

BBB Board Member Larry Perdue (left) golfed with Vicky Condell, BBB Board Member Jim Wicklander and BBB Board Member Jo Jackson at the annual outing on July 31st.

DEPAUL UNIVERSITY HOSTS BBB TORCH AWARD WINNERS

DePaul University hosted a seminar featuring the 2006 Torch Award winners. BBB members and their guests were also invited to attend these presentations along with 100 students and professors from DePaul on January 24th. Th e presentations by the Torch Award winners focused on their best practices and how these companies continue to do business in an ethical manner. Th e seminar format featured presentations by the participants followed by a question and answer period that gave the audience an opportunity to focus on how ethical organizations of various sizes implement their plans and why they were recog-nized with the Torch Award For Marketplace Ethics. Winners that presented were: Empire Today and U.S. Waterproofi ng & Construction Co., two of the winners of the 2006 BBB Torch Awards for Marketplace Ethics Awards.

Winners of the 2006 Torch Award For Marketplace Ethics awards were present to discuss best practices at their companies at the annual DePaul University seminar. Barry Schilling (left) and Matthew Stock are shown representing U.S. Waterproofi ng & Construction Co; Bridget Moscatello representing Empire Today and Tom Joyce, Director of Public Aff airs for the BBB.


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PROGRAMS & EVENTS

Presiding at the September Board of Directors meeting was the BBB’s Immediate Past Chair Michael E. Stanczak is President/CEO of Hanson Material Service.

Presenting information on development and implementation of Ethics for Business Success to University of Illinois graduate school students was Tom Joyce (center) from the BBB and Dr. Sandra Williams who developed the program’s content. Th e students mostly Human Resource Development or Accounting majors had many questions with several remaining after class to continue the discussion. Students shown are Sara Boghosian, (left) Sarah MacDonald, Abbey Mills and Chris Comer.

Presenting critical information on consumer issues and the extensive BBB services available to Navy personnel and their families as a part of the Fleet and Family Support Center at Great Lakes Naval Station were Financial Counselor Fred Davis (2nd left), Tom Joyce from the BBB, and Financial Educator Bill Braun from the Fleet and Family Support Center. Also shown is Leading Chief Petty Offi cer (BEQ 831) Robert Kuiper.

Your BBB regularly has a booth at Th e Home Shows through-out the northern Illinois area. At this recent show held at Harper College in Palatine Wally Kleinfeldt debuts our new BBB banner which was delivered at the show began.

Supporting the eff orts of the Wise Giving Alliance in hosting the fi rst national Charity Summit on July 20th in Chicago were: Tom Joyce (left), Chicago and Northern Illinois BBB President/CEO James E. Baumhart fl anked by Art Taylor, President/CEO of the WGA and Bennett Weiner, COO of the WGA.

Delivering a heartfelt and stirring opening statement at the Torch Awards For Marketplace Ethics was immediate past BBB Chairman Michael E. Stanczak. He spoke about the distin-guished career of the BBB’s recently deceased President and CEO James E. Baumhart who passed away on November 12th.


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2006 TORCH AWARDS FOR MARKETPLACE ETHICS


BBB Chair Doris K. Christopher welcomes the crowd of 350 members and supporters to the 10th annual Torch Awards For Marketplace Ethics presentation luncheon on November 30th.

Empire Today

Accepting the trophy Torch Award For Marketplace Ethics are Empire Today Senior Vice Presidents Joel Glantz and Steve Silvers from presenter Alan Krashesky (left), BBB Chair Doris Christopher and Steve J. Bernas, Vice President/COO (right) of the BBB.

Leopardo Construction

Presenting the Torch Award For Marketplace Ethics to Leopardo Construction’s President Richard S. Mattioda (second from right) are presenter Alan Krashesky (left), BBB Chair Doris Christopher and Steve J. Bernas, Vice President/COO (right) of the BBB at the November 30th luncheon at the Holiday Inn Mart Plaza.

U.S. Waterproofi ng

Receiving the prestigious Torch Award For Marketplace Ethics on November 30th are U.S. Waterproofi ng President Jerry Stock (third from left)and Vice President Howard Shachter from pre-senter Alan Krashesky (left), BBB Chair Doris Christopher and Steve J. Bernas, Vice President/COO (right) of the BBB.

Wm. Wrigley Jr. Company

Alan Krashesky, News Anchor for ABC7 Chicago Torch Award Presenter (left) with BBB Chair Doris Christopher is shown with Howard Malovany, Vice President, Secretary & General Counsel of the Wm. Wrigley Jr. Company is shown with the Torch Award and Steve J. Bernas, Vice President/COO of the BBB at the November 30th event.

Category I, 7,500+ employees

Category II 1,000-7,499 employees

Category III 100-999 employeesCategory II 10-999 employees

Torch Award Judges review entries from a record setting year of nominations for the 10th annual program. Th e independent panel of judges are shown reviewing the numerous entries by category to make their determinations. Th ey are: Dr. Patricia Werhane, Dr. William O’Hara, Dr. John Boatright and Ms. Vickie White.


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FINANCIAL HIGHLIGHTS—years ending August 31


STATEMENT OF ACTIVITIES (FISCAL YEARS ENDING AUGUST 31, 2006 AND 2005)

Assets

Liabilities

Revenue

Expenses

TOTAL NET ASSETS

$1,234,816

327,019

3,289,432

2,896,938

907,797

$837,330

322,030

2,921,908

2,711,734

515,303

$583,174

203,051

2,425,131

2,417,583

380,129

$632,467

160,386

2,045,042

2,040,567

472,081

$465,743

172,637

1,872,951

1,863,773

293,106

$1,938,011

1,030,911

32,439

34,995

85,070

140,850

27,156

3,289,432

969,198

45,959

108,710

127,301

1,251,168

168,080

36,075

25,676

50,250

13,689

37,686

88,943

16,212

436,610

693,917

55,684

29,459

18,893

19,510

116,085

6,282

939,830

269,329

2,896,938

392,494

$1,660,642

858,727

58,332

25,090

99,025

126,663

18,429

75,000

2,921,908

850,542

36,947

114,099

116,966

1,118,554

147,064

31,667

29,437

51,602

18,207

40,369

73,391

18,131

409,868

674,509

50,150

20,653

15,257

14,193

123,265

2,148

900,175

283,137

2,711,734

210,174

2006 2005

REVENUE

Membership dues

Membership programs

Telephone program

Industry programs

Processing fees

Annual dinner meeting

Other income

Net assets released from restrictions

TOTAL REVENUE

EXPENSES

PERSONNEL

Salaries

Retirement plan contribution

Payroll taxes

Life and health insurance

TOTAL PERSONNEL EXPENSE

OFFICE AND SUPPLIES

Office leases

Telephone

Depreciation

Professional services

Printing and stationery

Postage

General supplies

Taxes, insurance and interest

TOTAL OFFICE AND SUPPLIES EXPENSE

Operations and Development:

Commission expense

Annual dinner expense

Dues and subscriptions

Meetings, conferences and travel

Publicity and promotions expense

Computer processing

Miscellaneous expenses

TOTAL OPERATIONS AND DEVELOPMENT

TOTAL MEMBERSHIP PROGRAM EXPENSE

Total Expenses

Increase in unrestricted net assets

2006 2005 2004 2003 2002


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Industry

Department Stores 4,186 99.92

Financial Services 2,464 97.04

Collection Agencies 1,907 87.00

Mail Order & Catalog Shopping 1,463 93.60

Auto Dealers–New Cars 1,389 84.92

Credit Cards & Plans 1,077 97.79

Furniture–Retail 934 60.00

Insurance Companies 894 82.70

Telephone Companies* 818 92.11

Movers 808 85.13

# of Complaints % of Settled Complaints

TOP INDUSTRIES COMPLAINT ACTIVITY (JANUARY 1–DECEMBER 31, 2006 )

Advertisements Revised

Complaints Closed

Complaints Settled %

Arbitrations

Internet Visits

Total Instances of Service

675

47,623

79%

135

2,952,616

3,001,049

511

41,375

76%

109

2,473,444

2,683,618

622

40,994

79%

102

2,044,896

2,450,091

431

30,015

92%

96

1,685,008

2,137,617

509

28,037

82%

179

915,127

1,891,153

2006 2005 2004 2003 2002

Industry

Movers 56,860

Construction & Remodeling Services 33,467

Roofing Contractors 31,071

Contractors-General 28,980

Mortgages 28,026

Financial Services 27,031

Auto Dealers–New Cars 25,975

Heating & Air Conditioning 25,305

Windows–Installation/Service 20,485

# of Inquiries

TOP INDUSTRIES INQUIRY ACTIVITY (JANUARY 1–DECEMBER 31,2006)

3,000,000

2,500,000

2,000,000

1,500,00

1,000,000

500,000

0

50,000

40,000

30,000

20,000

10,000

0

2006 2002200320042005

1,891,153

3,001,049

2006 2002200320042005

28,037

47,623

TOTAL INSTANCES OF SERVICE TOTAL COMPLAINTS CLOSED

2,137,617 30,015

2,450,091

40,994

*Telephone companies providing actual telephone service

2,683,618

41,375

YEAR IN HIGHLIGHTS



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2006 BOARD OF DIRECTORS


Irv AbramsWalgreen Company

Billy AbtABT Electronics

Ronald G. AgyptCombined Insurance Company of America

James W. AldrichDelaware Place Bank

Jack ArslanianMiniMoves, Inc.

Ed BachlerNombach Home Exteriors

Brian K. BarkleyAccess One, Inc.

John BelliTru-Link Fence

Shirley BicknellSears Roebuck & Company

Jerry N. BoudreauTransUnion LLC

Joseph J. BredemannBredemann Family of Dealerships

Patricia Davis BrooksApple Vacations

Cathy BushmanTiff any & Company

Jack CalabroDeVry, Inc.

Lawrence J. CarneyAmerican Home Heating Company

Eli CarrilloProtecta Home Loans, Inc.

Charles S. Childs, Jr.A. A. Rayner & Sons

Jerry H. Cizek IIIChicago Automobile Trade Association

Ilene CollinsTh e Apartment People

Douglas Cook Feldco

Nicholas DacanayDiscover Financial Services

Richard Dent First Communications

Kenneth DePaolaChicago Tribune

Steve DezaraLuna Carpet & Blinds, Inc.

Bernie DiMeoDiMeo Company

Rick DowMidas International Corporation

Mark T. DoyleAll My Sons Moving & Storage, Inc.

Leon DreimannSalton, Inc.

Boni FineChicago Sun-Times

Paul FisherDanley Garage World

Russell T. (Wicker) FreemanCoyne American Institute

A. F. (Duff y) GaynorIBM Corporation

Dayle GillettTh e Inland Real Estate Group, Inc.

James Gnoff oAAA Chicago

Patricia GoldenNBC5 Chicago

Edward E. GordonImperial Consulting Corporation

Peter GrandeState Farm Insurance

David P. GutmanMomentum Advantage Partners LLC

Mark D. HerrmannComEd – Division of Exelon)

John H. IdlerABC 7 Chicago

Herbert F. (Corky) Imhoff , Jr.General Employment Enterprises, Inc.

Joann JacksonIntegrated Project Management Co., Inc.

Victor JacobellisRose Productions

Robert F. KastenholzLaSalle National Bank

David KellyR.H. Donnelley

Christopher E. KentraMeckler Bulger & Tilson

Joan KoebernickDakota-K Auto Repair & Tire Center

John J. KozakisAmerican Airlines, Inc.

Israel KushnirGeorge S. May International Company

Gary LangGary Lang Auto Group

Edith LeonianConcession Services, Inc.

Marvin LiebermanArchway Construction Company

Mark A. Lies II, Esq.Seyfarth Shaw LLP

Th omas J. LoughlinHilton Chicago

David W. MaherPublic Interest Registry

Irl H. MarshallFranchise Consulting Services

Howard MedleyMedley’s Moving & Self Storage

Harold (Sandy) MengerPave Man, Inc.

Matthew MessingerBally Total Fitness Corporation

Raymond D. MinkusMinkus & Pearlman Public Relations

Kevin MizeO’Hare Honda, Pontiac, Hyundai

John MoranKPMG LLP

Dale MuellerAamco Transmission Dealers Association

Michael T. NelliganStaubach

Susan OleariHarris Trust and Savings Bank

George OlsenGrant’s Appliance TV & Audio

Bruce O’NealMatthews Roofi ng Company

Larry PerdueBFS Retail & Commercial Operations, LLC

Seymour PerskyParliament Enterprises, Ltd.

John R. PlunkettPlunkett Home Furnishings

Taras R. ProczkoHartmarx Corporation

Allen Rodriguez Charter One Bank

Robert RyanPlumbing Council of Chicagoland

Lauri M. SandersJewel-Osco

Mark ScarpelliRaymond Chevrolet/Olds, Inc.

David J. SchroerHallberg Commercial Insurors, Inc.

Michael G. SchwartzAiroom Architects & Builders

Th omas J. SeebergMarsh USA Inc.

John SmithTower Travel Management Corporation

David SparksSparks Consulting, LLC

Jerry S. StockU.S. Waterproofi ng

Kimberly A. SvobodaCDW, Inc.

Cecil TreadwayTreadway Enterprises

D. Richard WaltersAutomatic Data Processing (ADP)

David M. WestermanLincoln Mercury Chicago Region

James W. WicklanderLake County Press, Inc.

Jerry ZientyJerome A. Zienty & Associates, P.C.


Boone

Carroll

Cook

DeKalb

DuPage

Grundy

JoDavies

Kane

Kankakee

Kendall

Lake

LaSalle

Lee

McHenry

Ogle

Stephenson

Whiteside

Will

Winnebago

SERVING 8,000,000 PEOPLE IN

19 NORTHERN ILLINOIS COUNTIES.

Better Business Bureau of

Chicago and Northern Illinois, Inc.

330 North Wabash Avenue

Suite 2006

Chicago, Illinois 60611-7621

312.832.0500

24 hours, 7 days a week

Rockford Regional Office

810 East State Street

Rockford, Illinois 61104

815.963.BBB2(2222)

8:00 am–5:00 pm

(Monday-Friday)

www.chicago.bbb.org

REACHING OUT TO THE PUBLIC

Opening the 7th annual Stragetic Planning meeting on May 1st BBB Chair Doris Christopher welcomes the large group of directors for this key eff ort in support of the Bureau.

Th e winners of the 12th annual Integrity Classic were: Jerry Blaseing (left), Christian Agypt, BBB Board Member Ron Agypt, and Bill Ahillen all from Combined Insurance.Permanent trophy donated by the George S. May International Company has the names of all previous winners. Th e individual crystal trophies were presented to the winning Combined Insurance team at the 12th Annual Integrity Classic on July 31.

INTERNET ACTIVITY

The logos you see pictured are to individually identify the programs available only to BBB members. The Reliability Program enables participating members to identify their membership with the Better Business Bureau on their web site. The Privacy Program seal, for use on a company website, is a sign to consumers that the site adheres to high standards of ethical conduct in the collection and use of personally identifiable information. The Membership Identification Program can be used by participating members in marketing materials off-line in northern Illinois.

BBB REGIONAL OFFICE SERVICE NORTHWEST ILLINOIS

The Bureau’s Regional Office in Rockford opened 20 years ago in 1987. Located in downtown Rockford at 810 East State Street is at the top of the state and nearly geographi-cally center of the Bureaus service area. The office serves a cross section of consumers and businesses both urban and rural. Dennis Horton, Director of our Regional Office says “whether they are located in a large urban area like Rockford/Winnebago County with a population over 350,000 or Galena, on the most western edge of the service area, with approx. 3,500 citizens the BBB is available to serve them”. He says “having a regional office also makes it convenient for almost everyone, if the need arises, to come into the Bureau for assistance”. Additionally, he says “as awareness and visibility of the Bureau continues to grow in Rockford we are working toward that same goal for the areas south and west in our service area”.


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