• Treat customers, employees, suppliers and competitors with respect and fairness at all times.

• Assume full responsibility for the quality and performance of your product.

• Prominently post all refund, exchange and credit policies to avoid any misunderstandings with your customers.

• Advertise proudly, but truthfully. The BBB Code of Advertising, posted at www.bbb.org/membership/codeofad.asp, offers guiding principles to make certain your advertising is accurate and honest.

• Train your salespeople to assist potential customers in making an informed buying decision. They should be encouraged to offer helpful information about your business, its products or service, and any other details pertinent to the sale.

• Establish a customer service program and educate your employees accordingly. The program should cover basic expectations on everything from telephone courtesy to handling dissatisfied customers.

• Try to resolve legitimate complaints in a professional and prompt fashion. Every complaint provides the opportunity to clear up a misunderstanding or to identify a very real problem within your organization. If your best efforts are not providing satisfactory resolution to the problem, contact your BBB. Most BBBs offer mediation and arbitration services.

• Promote good will in the marketplace. Support efforts to advance the health and welfare of the communities in which you do business.

• Abide by local, state and federal laws governing your business and industry.

• Make certain your employees understand your business philosophy and that you will support efforts to do things the “right way.”

• If your business markets online, adhere to ethical online business practices. Review the BBB Code of Online Business Practice and visit the BBBOnLine Web site at www.bbbonline.org for helpful information.

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[PRINTER FRIENDLY VERSION]