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When Consumers and Businesses Collide

Posted on May 04 2011 under Business, Previous Programs

 As a consumer of products and services, we can find ourselves quickly in a dispute with a business. Maybe the business promised they would have those granite counter tops in black delivered and installed within 2 weeks. When the company shows up, those counter tops are red granite clashing with your sleek black appliances. When consumers find themselves in a dispute with a business, where can they go to get their dispute resolved? In our show, When Businesses and Consumers Collide, listeners will learn about the Better Business Bureau’s conflict resolution services and how they can help with business to business or business to consumer disputes.

Joining me is Erin Dufner, the Senior Vice President of Communications and Operations for BBB Serving Central, Coastal, Southwest Texas and the Permian Basin. She is passionate and enthusiastic about communicating BBB’s brand promise of delivering trust through internal and external communications to consumers, BBB Accredited Businesses, media and BBB staff. Erin was born and raised in Southern California and began her career at BBB in 1996.


Erin oversees all marketing and communications for BBB, such as traditional and digital marketing and advertising, media and public relations as well as brand messaging. In addition, she is responsible for all core BBB operations, which include dispute resolution, trade practices investigations, and government relations.

Erin has trained BBB professionals across the country in several areas of BBB work, as well as served on national BBB committees. She has served on the Crime Stoppers board of directors, was an active member of Citizens Against Lawsuit Abuse (CALA) as well as the Ad Club. She is also a member of the Public Relations Society of America and the American Marketing Association.

While Erin has earned many personal accolades throughout the years with BBB, the latest accomplishments under her tutelage came when BBB serving Central, Coastal, Southwest Texas and the Permian Basin received two Hermes Creative Awards for outstanding communications materials in 2011. Erin has also contributed to establishing a great work environment for all employees as demonstrated by two other recent awards for honorable workplace practices.

“Honesty, trust and integrity embody not only what our BBB is about, but what I live by,” she says.

Erin and her husband Jeremy reside in Round Rock, Texas, with their young daughter, Olivia.

About BBB

BBB serving Central, Coastal, Southwest Texas and the Permian Basin is geographically the largest BBB in the state of Texas and now boasts more than 10,000 Accredited Business locations, making it the 2nd fastest-growing in the BBB system. BBB has also been recognized nationally for excellence in all areas of BBB work, including investigations, Internet-based programs, overall operations, business development and communications. In 2009, BBB won the Marshall A. Mott Award for excellence in outstanding communications. This is the highest honor a BBB can earn.

Assignment for the Week: Listeners whether you are a business or a consumer here are steps to prevent disputes from arising.

#1 – Go to the Better Business Bureau’s website to check out any business anywhere in the U.S. or Canada that you are thinking of doing business with

#2 – Develop expectations and deliverables by putting them in writing even if it is by e-mail. It could also mean putting these things in writing half-way through the process so that everyone is on the same page.

#3 – Keep lines of communication open between you and the business and communicate in a non-blaming, respectful way in order to move forward with your concerns.

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