Entrepreneurial Small Business 4th Edition by Jerome Katz ,Richard Green

Exercise 18

Go to the Better Business Bureau's Dispute Resolution Web page at http://www.dr.bbb.org and look at the rules for the hotlink for "The Commonsense Alternative." Put together a chart comparing BBB's "Informal Dispute Settlement" program and their conciliation and mediation programs in terms of costs, who is the third party, what do you as the owner have to do to use the service, and what you need to do if the BBB calls you because a customer's complained about you to the BBB. (There's a fourth approach called arbitration, which is significantly more elaborate, so don't worry about that one.) Add one more row comparing what steps you would take from the start to be ready to use each of these BBB services if you needed them.