By Rod Davis, CEO, BBB serving Southeast Florida and the Caribbean
You are just getting ready for a meal with friends or family, and your phone rings. The number is not familiar, but you are expecting a call to schedule a delivery, so you answer. It is one of those calls, a marketing call from a business, and if you are like most people, you are annoyed.
Some legal experts are now saying that the Supreme Court, in siding with Facebook, will make it easier for more robocalls to come your way. So, what is a consumer to do?
- Register your phone number with the Do Not Call Registry at (888) 382-1222.
- Avoid picking up calls from unknown numbers as much as possible.
- Consider installing spam call/text blocking software. You can get more information on options at FCC.gov/Call-Blocking.
- If you do receive a call/text from a business and you do not wish to receive future contact, ask to be removed from their list.
- Report abuses of the Do Not Call Registry and failures to honor requests to be removed to BBB at BBB.org and the FTC at DoNotCall.gov.
Government agencies have been working with the telecom industry to limit the number of robocalls through education and fines, but while there have been some successes, and new technology is helping consumers manage calls and texts to filter out unwanted contact, the results have been mixed.
Individual businesses play a big part in helping create a solution to this challenge. BBB encourages businesses to develop and define what information they capture and how they will communicate (method, type of information, and frequency) to maintain a positive relationship with customers. Policies should be clear and transparent and work to benefit both the consumer and the business. Separate from any legal requirements, practical policies should not be abused since consumers will likely disengage (i.e. opt out) if a business communicates in a manner that the consumer feels is not consistent with the “agreement” established, too frequently, or about information not requested by the customer. These abuses can create a negative image of industry, negative image for the business, and lead to a perceived need for regulation.
BBB encourages businesses to do the right thing when working with customers/potential customers. We are all customers and we know when we feel communication is acceptable and when it is not. Additionally, being responsive to requests by consumers to limit or end communication is also essential for good businesses. Best practices include an opt in, ability to indicate which type of information is acceptable to send, preferred manner of communication, preferred frequency, and the ability to update any of these parameters (e.g. opt-out or limit contact).
Some problems do not require legislation, but only common sense. Businesses that abuse communicating with customers and/or potential customers in violation of good practices can be reported to BBB.org. BBB captures complaint data and the text of complaints and responses from businesses. If you see a pattern of complaints (i.e. a large number of robocall complaints, complaints about a business failing to remove, and individuals from their contact list), what does that information tell potential customers? Our local BBB has over 21,000 reports being checked every day by consumers to help them evaluate businesses and whether they should, or should not, hire or purchase from them. So, it is important for businesses to do the right thing when interacting with customers, not only because it is the right thing to do, but also because complaints showing a disregard for consumer’s privacy, may scare away potential future customers.
Consumers sharing their experiences (positive and negative) on BBB.org also help reinforce positive behavior by businesses. So, if you are being pestered inappropriately by unwanted calls/texts, sharing that information can help other consumers avoid that potential problem and the online visibility of your complaint may also help the business set up better practices. Additionally, remember to recognize good businesses with a positive review at BBB.org/SEFL. By sharing consumer experiences we all benefit by helping future consumers find better businesses.
