may/june 2013

ChatterThe Chamber

Providing Leadership and Opportunity for business

Member News & InformationMay/June 2013

www.greaterwestchester.com

The Chamber Chatter

Sometimes things just need

to change and that is surely

the case with The Chamber

Chatter. As mission of the

Chamber expands to being

your resource to be success-

ful in Greater West Chester we

felt the Chatter needed a little

makeover to showcase that

change. So starting with our

July/August issue, with the

help of Design6, the Chamber

Chatter newsletter will have a new look and feel! We hope

this new Chatter will be fresh and engaging and will provide

more information to help your business succeed and ad-

dress the challenges you face every day!

We are encouraging you to consider advertising, writing,

or simply picking it up and checking it out! We also invite

you to check out our newly launched, mobile friendly web-

site, www.GreaterWestChester.com. The new website will al-

low you to see upcoming events, but also RSVP and even

pay for those events online, post your events to our

Community Calendar, post Job openings and as you should

have already done post your ThinkShopBuy…LOCAL in-

centive.

If you would like to submit an article please follow the

mentioned guidelines:

• Timely and Relevant to the entire Membership

• Provide objective and general advice that does not

include a direct reference to your business

• A byline that includes your name, phone, expertise,

and an opportunity to promote your organization

• For more information on submitting an article please

visit http://www.greaterwestchester.com/chatter/

We look forward to helping you get the most out of our re-

sources!

The Greater West Chester Chamber

of Commerce Education Foundation in-

vites you to attend the Foundations

Scholarship Presentation Luncheon on

Wednesday, May 22 at 11:45am at the

Sheraton Great Valley Hotel.

Sponsored by the Franklin Mint Federal Credit Union,

the luncheon will feature six student finalists that were

chosen to take part in the Chamber’s Education

Foundation Scholarship and Mentoring Program. Two of

the six students will be awarded $1,000 scholarships

from the Foundation; the other four will also receive

$500 awards for their participation.

In addition to the Scholarship Presentation, the

Superintendant of the West Chester Area School District,

Dr. Jim Scanlon will speak, addressing attendees with a

“State of the School District” update.

The Chamber Education Foundation’s goal is to focus

on generating scholarships to provide students within

our geographic footprint the ability to further develop

themselves and their educational opportunities. It is

hoped that these scholarships will allow the student to

enhance their vocation and stay within our community.

This will help the Chamber meet our mission and vision

going forward, specifically to develop leaders within

our community.

Please RSVP to [email protected] or call 610-696-

4046. Tickets are $25 members/$35 general.

Education Foundation

www.myflavia.com

WELCOME NEW MEMBERSWELCOME NEW MEMBERS

May/June 2013 www.greaterwestchester.com 3

The Alternative Board (TAB) / PA & Ohio ValleyMr. Spencer Deane

3990 Ashland Drive

P.O. Box 799

Skippack, PA 19474

215-256-6408; Fax 610-584-6405

[email protected]

www.tabpaohvalley.com

Coaching: Business & Personal

American Heart AssociationMs. Allyson Lindauer

1617 JFK Blvd., Suite 700

Philadelphia, PA 19103

215-575-5239; Fax 215-575-5298

[email protected]

www.heart.org/phillywalk

Not-For-Profit Organization

Chester County Computer CornerMr. Christopher Reagoso

40 S. High Street

West Chester, PA 19382

610-441-7222; Fax 610-441-7337

[email protected]

www.AFDaniel.com

Computers Services

College Hunks Hauling Junk Mr. Michael Ort

701 S. Franklin St.


717-903-6433

[email protected]

www.collegehunkshaulingjunk.com/location/chester-c

Refuse Removal

ESC Janitorial & Maintenance Services Mr. Chris Patten

720 E. Market St.


800-610-2210; Fax 610-692-9884

[email protected]

www.escbuildingservices.com

Cleaning Services

Highland Baptist Church Mr. Andrew Shumaker

1 E. Highland Road

Parkesburg, PA 19365

610-857-1670; Fax 610-857-0300

[email protected]

www.highland-bc.org

Churches

The Marketing Department Ms. Carey Civitella

237 E. Gay St.


484-266-0812; Fax 484-266-0815

[email protected]

www.tmdwestchester.com

Marketing/Public Relations

Marling's Emergency Water Removal Ms. Khristian Toolan

710 Wilmington Road

New Castle, DE 19702

302-325-1759; Fax 302-325-2064

[email protected]

www.marlingswaterremoval.com

Water & Fire Restoration

Nutrition Does It Ms. Anita Vasko

113 N. High St.


484-995-7357

[email protected]

www.nutritiondoesit.com

Nutrition & Weight Loss

Roll Dogz Ms. Jakie Yassen

22 N. Darlington St.


610-430-0570

[email protected]

www.roll-dogz.com

Restaurant/Cafe

SaladWorks Mr. Mike Forese

106 W. Gay Street


610-918-8500; Fax 610-873-0758

[email protected]

Restaurant/Cafe

SB Designs Ms. Sandra Brune

835 Topaz Dr.


610-738-4624

[email protected]

www.sbgraphicdesigns.com

Graphic Design

continued to page 4

4 www.greaterwestchester.com May/June 2013

John Serock Catering Mr. John Serock

835 Lincoln Ave., A-2


610-640-2836; Fax 610-344-7466

[email protected]

www.serockcatering.com

Caterers

Tactix Real Estate Advisors Mr. Ben Elderkin

150 N. Radnor Chester Rd.

Radnor, PA 19087

610-688-0545; Fax 610-688-6804

[email protected]

www.tactix.com

Real Estate

Temenos Conference & Retreat Center Rev. Christine Campbell

1564 Telegraph Road


610-696-8145; Fax 610-696-7335

[email protected]

www.temenosretreat.org

Conference/Retreat/Reception Center

Tish Boutique Ms. Ashley Tischler

138 E. Gay St.


610-692-7500

[email protected]

www.tishstyle.com

Apparel

Women in Motion Dining & Networking.org Mrs. Dee Rogevich

P.O. Box 72433

Thorndale, PA 19372

610-384-0405

[email protected]

www.wimnetworking.com

Membership Organization

YMCA Oscar Lasko Youth Program Center Ms. Helen Flanders

1 E. Chestnut St.


610-696-9622; Fax 610-692-8712

[email protected]

www.ymcabwv.org

Fitness

Chamber StaffMark J. Yoder

President

Dave FairmanDirector of Membership

Maggie O’NeillOffice Operations Director

Bethany HenryMember Services Coordinator

Chamber of Commerce of Greater West Chester119 North High StreetWest Chester, PA 19380

t: 610.696.4046f: 610.696.9110


Welcome New Members continued page 3

-

- - -


HOW TO DETERMINE THE BEST PRICE FOR YOURPRODUCT OR SERVICE

-A Brief and Unofficial Primer to Getting it RightBy: Donna Saul, President, Donna Saul & Associates, www.donnasaul.com

(Special thanks to those readers who

requested this article.)

Pricing is complicated, especially if

you want to make a profit. And who

doesn’t?

Depending on the size of your com-

pany, you may have to study every fac-

tor affecting it to create a proper price

point—the sweet spot where expenses end and profit be-

gins. The challenge is that sweet spot varies depending on

market share, positioning, strategic objectives, method-

ology, competition and more. But until and unless you de-

termine what is that spot for your business, you won’t

survive, let alone make a profit.

The Basics:

There are two core elements to examine to price prop-

erly-- cost of goods and operating expenses.

Cost of goods includes every cost up to and including

shipping and handling— raw materials, plus any addi-

tional costs necessary to get the merchandise into inven-

tory and ready for sale. Depending on the size of your

operation, this may or may not be a complex process, so

here’s an easy way to figure it out: walk through it—phys-

ically or mentally—forward and backward. Taking the

time to do this will show you each and every step in the

process, each and every factor affecting what it costs you

to get your product/service out the door and into the

hands of your customers.

Once you know that, determine your operating ex-

penses: what does it cost you to run your business in-

cluding rent, utilities, wages, supplies, insurance,

marketing, advertising, and any other expenses you may

be incurring along the way? The easiest way to uncover

any hidden costs is to check against your inventory valu-

ation, expense statement or budget, which will uncover

any fixed or variable expenses you may have missed.

Now that you have determined your unit price, add to

that number the amount of profit you want for that specific

product/service (percent or a fixed amount). You now

have a price (temporarily), which should more than cover

the cost of obtaining the goods PLUS the expenses re-

lated to operating the business. (Selling your products or

service below cost will put you out of business, so let’s ig-

nore the concept of loss leaders unless you’re a mega-gi-

ant in your industry or can afford to take the hit other-

wise.)

What Else to Consider:

Now, consider your business and personal objectives.

What exactly do you want accomplish? How much profit

do you really need or want to make? Will one price level

or model achieve your objectives? But this first is most

critical: What exactly do you want to accomplish? (When

you know your costs, and you know the answer to this

question, the rest will fall into place.)

And:

Pricing has no ‘one size fits all’ answer that works for

every size company, but there is a sequence of steps that

can be followed to develop the pricing that works for

you. They’re interrelated, and don’t necessarily have to

be followed in order, but you can use them simply as

guideposts to consider or eliminate in determining what’s

right for you and your business.

• Develop a marketing strategy (market analysis,

targeting, positioning, objective, etc.)

• Consider the marketing mix (i.e., product, price,

place, promotion - define the product, distribution, pro-

motional tactics)

• Estimate the demand curve (customer prefer-

ences, prices of related goods, income, number of poten-

tial buyers, expectations of a price change)

• Calculate costs (fixed and variable)

• Consider environmental factors (competitor ac-

tions, legal constraints, etc.)

• Set pricing objectives (maximize profit, revenue,

quantity; recover costs, stabilization, survival, etc.)

• Determine pricing (method, structure, discounts)

The Bottom Line:

In the end, whatever price you decide above your break-

even ultimately will be determined by the consumer--

what are they willing to pay for your specific product/ser-

vice? Be willing to test and re-test the price, then follow

with analysis. For example, if your objective is to get

more customers, you may want to set a moderate price

point, particularly if you have a track record of being able

continued to page 14


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The Greater West Chester Chamber of Commerce has teamed up with Applecross Country Club to offer re-

newing members an opportunity to win a Casual Golf Membership at Talamore and Applecross Country Clubs.

All current members are eligible to win during the month they renew their membership. The drawings will

continue each month through December 2013.

CONGRATULATIONS to the following businesses who were picked in a lottery drawing of Chamber businessesthat renewed their memberships in February and March 2013

Mr. Matt Haas

AAA Mid-Atlantic

Mr. Kerry Acker

Acker's Cleaning

Mr. Ron Gadol

BIG Diamond Importers & Fine Jewelry

Mr. Neil Fanelli

CFS, The School at Church Farm

Dr. Steven Reto

Clompus, Reto and Halscheid Vision

Associates

Mr. Alex G. Hionis

Concordville Inn

Ms. Arlene McGranaghan

Daily Local News

Mr. Robert E. Delphais

Robert E. Delphais, Inc.

Mr. Michael Guerriero

Disc Hounds

Mr. Don Syracuse

High Street Caffe

Dr. Deborah L. Kahn

Mr. Jason Santora

Landmark Americana

Ms. Malena Martinez

Malena's Vintage Boutique

Mrs. Nita D'Agostino

PathStone Corporation

Joseph R. Polito, Jr., Esq.

Mr. Roland East

Roland's Gifts

Mr. Chris Tolsdorf

Tolsdorf Oil Lube Express

Dr. Stuart Levy

West Chester Psychiatric Associates

Mrs. Patricia S. Jefferis

Whirlaway Travel, Ltd.

Ms. Helen Flanders

YMCA - West Chester Area

GOLF MEMBERSHIP WINNERS

www.marketstreetprint.com

http://www.autorentpa.com/westchester/index.php


As an accountant I work with

clients through many life events

some happy, some not. One of

the most difficult transitions oc-

curs at the death of the financial

caretaker. In addition to the loss

of a life time companion, the sur-

viving spouse must face the real-

ity of managing the family’s

finances. Wikipedia defines estate planning as “theprocess of anticipating and arranging for the disposal ofan estate. Estate planning typically attempts to eliminateuncertainties over the administration of a probate andmaximize the value of the estate by reducing taxes andother expenses.”

The process of planning and arranging goes beyond

what happens to your assets. The entire reason we

plan for the disposition of our assets is because we

care for our families and want them to be comfortable

and protected when we are gone. Some of that process

may involve lawyers, accountants and investment man-

agers. Depending on family wealth and needs, there are

a variety of trusts or asset reallocations that may be im-

plemented to minimize taxes and preserve the value of

the estate. Each family needs to consider the process

and practicalities of transferring the financial house-

work.

Through their lives together, couples divide the

chores needed to operate the household. The division

of labor allows the household as a whole to be more ef-

ficient. While most couples discuss major financial de-

cisions, the day to day responsibilities tend to be

invisible to the non-financial spouse. Technology, on-

line transactions and paperless billing can make the

task of recreating the obligations and payment cycles

difficult if no instructions are left behind. The informa-

tion should be kept in a safe accessible place. Safe de-

posit boxes may not be the ideal location because they

may not be immediately accessible when needed.

• Insurance policies including employer provided

insurance, pension plan information, cemetery deeds,

wills, trust agreements and health power of attorneys.

• Cash and investment accounts including a de-

scription of purpose for all open accounts.

• Listing of open loan and credit accounts includ-

ing billing cycle, account numbers and payment

method. Don’t forget to include annual bills for insur-

ances. A complete list will prevent accidental overdrafts,

nonpayment of bills and accidental cancellations.

• Log In and password information for computers

and online account access.

• Contact information for attorney, accountant, fi-

nancial advisor and insurance agent.

• Prepare a schedule of where to find other im-

portant documents such as car titles, deeds, mortgages

and warranties.

It is important to review and update the information

annually and another family member should be made

aware of the information in case the surviving spouse is

not able to competently manage the transition.

A Different Side of Estate PlanningBy Kathy Wileczek

Kathy Wileczek, CPA ([email protected]) is with Maillie,Falconiero & Company, LLP. We are one of the leading regional ac-counting, tax and advisory firms in Southeastern Pennsylvania. Ourclient service philosophy has helped forge an excellent working re-lationship with our diverse client base.


Our members are the foundation of our organization. To honor them we would like to congratulate and thank

those who renewed their membership in February and March 2013. Thank you for your ongoing support of the

Greater West Chester Chamber of Commerce.

Members for 30 years or more

Daily Local News

The Hain Celestial Group

AAA Mid-Atlantic - West Chester Branch

Francis Hall Insurance Services

Lewis, Hopkins & Williamson, Inc.

MacElree Harvey

Market Street Print & Copy

Pellini Gold Cordes, LLC

Rothwell Document Solutions

Spellman, Voss, & Tati Dental Assoc. Inc

West Chester University

David G. Rogers

Richard C. Nelson, DDS

R.K.M. Advisors, Inc.

United Way of Chester Co., Inc.

Clompus, Reto and Halscheid Vision Associates

Lamb McErlane PC

Tolsdorf Oil Lube Express

YMCA - West Chester Area

West Chester Friends School

Alan F. Clark

Maillie, Falconiero & Company, LLP

20 - 29 years

Clarke, Nicolini & Associates, Ltd.

PathStone Corporation

Atlantic Communications

Gawthrop Greenwood, PC

Mattia, Inc. Realtors

Good Fellowship Ambulance Club of Ches. Co.

Whirlaway Travel, Ltd.

County Lines Magazine

East Goshen Bible Church

Douglas & Associates, P.C.

Thomas Comitta Associates, Inc.

10 - 19 years

Stephano Slack CPA LLC

Five Points Chiropractic Wellness Center

VOTG North America, Inc.

William Wood Co. REALTOR

Faulkner Buick GMC West Chester

Carosella & Associates, P.C.

Kaly

American Window Treatment, Inc.

American Helicopter Museum & Education Center

Malvern Federal Savings Bank

Joseph R. Polito, Jr.

Windsor at Windermere Place

A. Roy Smith

Disc Hounds

Kelly's Sports, Ltd

The Spirit of Yoga

Exton Senior Living

Maternal & Child Health Consortium

Robert E. Delphais, Inc.

Hilltop Enterprises, Inc.

West Chester Psychiatric Associates

Robert W. Rogers Appraisals

Keystone Federal Credit Union

Arianna's Gourmet Cafe & Catering

Architectural Alliance

Jefferson at Westtown

Brandywine Valley Heating & A/C

Waypoint Consulting

SP&O

Jacquette Consulting, Inc.

Ryan's Pub

3 - 9 years

Roland's Gifts

Westtown School

Comfort Keepers

Brandywine Valley Suites Hotel

Best Western Concordville Hotel & Conf. Center

Concordville Inn

Mendenhall Hotel & Conference Center

Mendenhall Inn

Eclat Chocolate

Penn's Table Restaurant

EDiS Construction & Development

Connections Program, Elwyn

Nicholson Law Center

e.Smith Productions

Thank You to Our Renewing Members in February and March 2013

continued to page 10


Nancy Ellis State Farm Insurance

Mauger & Co., Inc.

Fulton Bank

Franklin Mint Federal Credit Union

Swope Lees Commercial Real Estate, LLC

Deborah L. Kahn, D.M.D.

M&T Bank

Chester County Recorder of Deeds

Horace Mann Insurance

Tynan Consultants

Creative Properties

Cuddle My Kids, Inc.

Kyle's Auto Tags

Applecross Country Club

BIG Diamond Importers & Fine Jewelry

Integrative Health & Chiropractic Center

Univest Bank and Trust Co.

Community Vounteers in Medicine

John L. Smith Inc.

VanRyn's Barber Shop

Tague Design Showroom

Mainline Men's Custom Clothiers & Tuxedo Rental

High Street Caffe

Piper Media Productions

Rhoads Creative, Inc.

Lehman Pastino

Landmark Americana

Malena's Vintage Boutique

1 - 2 years

Adventures in Advertising

CFS, The School at Church Farm

BlueEdge Consulting, LLC

Bruce A. Kraig Associates

Dorset Connects

Lynn B. Smiley, CPA

Housing Authority of the County of Chester

Devereux Pennsylvania

Penn Liberty Bank

Acker's Cleaning

ecoservices, LLC

A to Z Appliance Repair, LLC

Crozer-Keystone Health System

The Keilin Group

Landmark Inspections, LLC

Renewing Members continued page 9

GalleryExperience the Culture that is West Chester

17 Art ShowingsFriday eveningJune 7, 2013 \ 5to9pm

Presented by

GreaterWestChester.com

Walk

West Chester

Co-Sponsored bySunset Hill Jewelersand Fine Arts Gallery

Featuring the Exhibit

BUSINESS IMPROVEMENT DISTRICT

5 Gallery Opening PreviewsThe Art Trust Gallery at Meridian Bank The 5 SensesKent Studios at Z GallerySunset Hill Jewelers and Fine Arts GalleryVisual Expansion Gallery12 Special Shows for One Night OnlyChester County Art AssociationDNB FirstFAIRMAN’S Skate ShopFounds Funeral HomeFranklin Mint Federal Credit UnionFulton Bank The HickmanHotel WarnerMainline Men’s Custom ClothiersMorgan Stanley Penwick DesignTish Boutique

Gallery Walk is held twice a year on the 1st Friday in May & October.For more information: 610.696.4046

�


Congratulations, you have just

spent a lot of money and time to

update your compensation plan.

Management and staff find it hard

to understand let alone accepting

it. If staff members are your most

important resource then why isn’t

your plan seen as an asset by

those it most affects?

Client managers tell us that they do not understand

how salary ranges and grades are developed. Staff

members believe they are underpaid in the market

place and can site someone who they know who does

the same work but is paid more.

We have found over the years that a full explanation

and presentation by the people who perform the analy-

sis and provide the finished work is the best way to

overcome these concerns. Some clients prefer not to

share the full program (full set of grades, ranges and

jobs within them), others do. The process can still be

explained even though the full plan is held close to the

vest.

The greatest downfall in the process of awarding

compensation comes during discussions about per-

formance and ultimately compensation because of the

lack of understanding by management. Conversely,

there is greater appreciation and acceptance of pay

when managers are fully informed and understand the

program that is in place. It overcomes the unaccept-

able answer that they have no control over pay – it’s an

H.R. thing!

We have also found that taking steps to demystify the


So You Have A New Compensation Plan - Now What?By Peter R. Johnson of Peter R. Johnson & Company

process helps. For example:

1. The use of group meetings to explain how the

plan was developed.

2. Managers need to be informed and have buy-in to

the plan when discussing compensation with potential

staff members and at appraisal time.

3. Don’t be afraid of putting it in writing. Some

clients have taken the small step of providing only the rel-

evant information about the staff member’s job, where

the current and proposed pay falls within the salary

grade which also demonstrates what the compensation

growth opportunity is for the future.

Experience has shown us that staff members do not

have a full appreciation for the overall health of their to-

tal compensation. That compensation includes insured

benefits, government mandated benefits and other ben-

efit programs such as paid time off. This is the “total re-

wards” or “secret pay stub” approach. Providing

periodic total compensation statements so that staff

members can see just how much they are receiving in

cash and other valued benefits. We usually find from staff

surveys that compensation and benefits are perceived

higher and act as an anchor to current staff as a result of

this communication.

Isn’t it about time to get your money’s worth out of your

compensation plan?

Peter R. Johnson & Company is a West Chester-based compensationconsulting firm that provides total compensation plan design and pro-gram management including assistance in writing winning job de-scriptions. Our experienced staff of compensation consultants enablesPeter R. Johnson & Company to provide plan design, implementationsupport, and ongoing administrative services for all phases of aclient’s total compensation program. For more information, pleasereach us at www.prjandco.com or 610-436-6114.

Briar photography610-296-8323

briarphotography.com

When image counts.

www.briarphotography.com


to upsell and cross-sell to your customer base success-

fully. If you want to gain more profit, then you might con-

sider setting a higher price point, which will generate

fewer but potentially more profitable customers.

The Critical Factor:

The trick is to know your basic costs, to understand

your market, and not to be afraid of taking a chance on

creating the kind of profit and success you really want.

Next month: The Rules for Building and Driving Sales

Donna Saul is a business strategist and consultant witha proven track record in helping companies grow, add rev-enue, increase sales, improve productivity and build a bet-ter bottom line. She can be reached [email protected], or via the web at www.don-nasaul.com.

+++

PRICING ELEMENTS TO CONSIDER

Pricing has no ‘one size fits all’ answer that works for

every size company, but there is a sequence of steps that

can be followed to develop the pricing that works for

you. They’re interrelated but don’t necessarily have to

be followed in the order they appear below. Use them

simply as guideposts to consider or eliminate in deter-

mining what’s right for you and your business.

• Develop a marketing strategy (market analysis,

targeting, positioning, objective, etc.)

• Consider the marketing mix (i.e., product, price,

place, promotion - define the product, distribution, pro-

motional tactics)

• Estimate the demand curve (customer prefer-

ences, prices of related goods, income, number of po-

tential buyers, expectations of a price change)

• Calculate costs (fixed and variable)

• Consider environmental factors (competitor ac-

tions, legal constraints, etc.)

• Set pricing objectives (maximize profit, revenue,

quantity; recover costs, stabilization, survival, etc.)

• Determine pricing (method, structure, discounts)

Donna Saul is a business strategist and consultant with a proven

track record in helping companies grow, add revenue, increase

sales, improve productivity and build a better bottom line. She can

be reached at [email protected], or via the web at www.don-

nasaul.com.

How to Determine... continued page 5

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Mark Yoder, President of the Greater West Chester

Chamber of Commerce, has announced that the ninth

edition of the popular Iron Hill Twilight Criterium will be

returning to West Chester on Saturday, July 6, 2013.

Attendance has grown from a few thousand the first

year to nearly 20 thousand over its nine-year history.

Even last year’s triple-digit heat did not deter the thou-

sands of spectators who came out for a day of fun and

excitement. They were amply rewarded with some of the

most exciting racing action in the event’s history when

Bruno Langlois of Garneau-Quebecor-Norton Rose took

the victory in the final laps of the Twilight Criterium

pushing ahead to finish a mere second over Rudy

Project Racing’s Christian Grasmann, 1:07:51 to 1:07:52.

Giving this year’s race significance is its position in the

USACrits schedule – seventh in the series of nine events

– making it one of the last opportunities for riders to

protect or improve their standings before the final invi-

tational on September 20 in Las Vegas, Nevada.

Additionally, the event is now on USA Cycling’s National

Criterium Calendar (NCC), adding to the overall prestige

and importance of the Iron Hill Twilight Criterium.

This will certainly be an exciting year for amateur

athletes who will certainly be energized by the latest ad-

dition to the list of competitive events. Joining the ros-

ter of bike racing, including the Amateur Men’s Bike

Race, will be the first non-cycling event, the Road Miler.

In response to the growing popularity of competitive

running, this series of back-to-back heats offers ama-

teurs and elite runners an opportunity to test them-

selves against their peers in an all-out one-mile sprint.

Among the many popular highlights that will be re-

turning are the West Chester Dental Arts Kids’ Race, the

Kinetic Physical Therapy Community Festival, AAA

Travel Kids’ Zone, the BMX Stunt Riders. “We invite

everyone to come out and take part in this family-

friendly celebration,” said Mr. Yoder. “Whether you want

to ride, run or cheer on the athletes, West Chester will

have you covered!”

-End-

Date selected for 9th Annual Iron Hill Twilight Criterium in West Chester

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If you are a customer serv-

ice professional, you might

speak with scores of customers

daily and most are pleasant, a

few can be difficult, but you tol-

erate it. Nothing you can not

handle, just aggravation. One

customer blames you for dam-

age resulting from a rough

freight carrier. Another is frus-

trated about your service pol-

icy. Still another customer keeps reciting the same

complaint over and over again. Each phone call is

like that drop of water in a bucket. Drip. Drip. Drip.

If you experience enough of these incidents, you

will eventually have a bucket full of anger. The next

irate customer just might be the one who pushes

your anger button and…SPLASH! The bucket spills

over, resulting in an emotional torrent.

There is no place for anger in customer service.

Anger might seem appropriate as a way to even the

score against a difficult customer. Yet, once you are

able to compose yourself, you realize that you were

in the wrong. You can not take back anrgy words that

were hurled like darts at your customer.

For an inexperienced service professional,

anger and revenge fuel each other in a perpetual and

escalating cycle. It is best never to get to this point in

the first place. Allow yourself a few seconds to think

prior to responding during each unpleasant experi-

ence. Investing a moment or two in rational thought

will spare you much angst and quite possibly save

Anger, a Bucket and a Customer (The ABC’s of Stress Relief)By Steve Coscia

Steve Coscia ([email protected]) of Coscia Communicationswrites, speaks and consults about customer service. His books,tapes and television appearances have helped thousands of business professionals.

your company money by preventing a loss in pro-

ductivity.

The fight or flight response manifests itself in

interesting ways. While it is not responsible to fight

with or flee from customers, the inability to cope

with unpleasant circumstances might lead to psy-

chological attempts to do so. Psychological flight

manifests itself as apathy or discourteous behavior.

This type of conduct creates distance and is con-

trary to the practice of building closer relationships

through empathy and genuine concern. Psychologi-

cal fight might be exhibited as aggressive or retalia-

tory behavior, which is unacceptable in an industry

where it is essential to use restraint rather than re-

taliation.

Practice optimism and positive expectancy.

You will be rewarded for learning how to suspend

your anger. How? Perhaps the biggest benefit is the

additional creativity which you will experience. Did

you ever notice that your best ideas come when you

are the most relaxed? In the world of customer serv-

ice, formulating creative solutions to customer prob-

lems is easiest when you remain calm.

2013-2014 Membership DirectoryDon’t Miss Your Chance to Advertise!

In partnership with the West Chester Area School District, all families in the district plus every member of the Chamber will receive a copy of the GWCC MembershipDirectory. This respresents a distribution of 13,000 local consumers!

Consumers and fellow Chamber Members will be encouraged to ThinkShopBuy...LOCAL from YOU a member of the Greater West Chester Chamber.

13KRates starting at $295!

Reserve your spot today- 610-696-4046 or [email protected]

Don’t 2013-201

Miss Your Chanc14 Members

ce to Advertise!ectirp Dshi

tory

of 13Memof the

istrn pa

nso

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e a ceceivl re Chamber will families in the distralict,,r

est CWWetnership with the ar

w Chamloelsumers and ffe

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In November 2011 Kate

Diffenderfer opened a new

concept in West Chester -

Massage Envy, the nations’ pi-

oneer and largest massage therapy provider. A West

Chester native, Diffenderfer spent several years in the

employee benefits and insurance arena. It was a

painful, failed back surgery that was the impetus for

the new business. Massage Envy Spa provided the

coupling of small business ownership with the ability

to provide a therapeutic service to those in the com-

munity. Diffenderfer fully embraces the healing and

restorative aspects of massage therapy, and under-

stands firsthand that pain and stress can take a dev-

astating toll on the body.

Massage Envy Spa offers both unique skin care treat-

ments and rejuvenating massage therapy –adminis-

tered by professional licensed estheticians and

massage therapists. Introductory massages are avail-

able for just $49. Treatments are available at conven-

ient times, even on weeknights and weekends. What’s

more, Murad healthy skin facials are only $59 for first-

time guests.

The state-of-the-art 3700 square-foot clinic has 15

therapy rooms and is located just outside the Borough

of West Chester in the West Goshen Town Centre next

to ShopRite and Panera Bread. Massage Envy Spa is

open to customers from 9:00am – 10:00pm Monday

through Friday, 8:00am – 8:00pm Saturday, and 9:00am

– 6:00pm on Sundays.

“We are thrilled to open our doors in West Chester

and offer our members and guests affordable healthy

skin facials and customized therapeutic massages.”

said Massage Envy Spa owner Kate Diffenderfer, “we’re

proud to offer wellness plans that include skin benefits

as well as relaxation and stress relief.”

About Massage Envy

Massage Envy, based in Scottsdale, Arizona, is the

leading provider of therapeutic massage in the United

States. The national franchise of massage centers is

dedicated to providing professional and affordable

therapeutic massage services to consumers with busy

lifestyles at convenient times and locations. Massage

Envy Spa is its newest concept, offering Murad®

healthy skin facials, as well as therapeutic massages.

Founded in 2002, Massage Envy has more than 865 lo-

cations in 47 U.S. states, with new centers opening

every month. The company was recently named a top

AllBusiness (a D&B company) AllStar Franchise, and is

a member of the International Franchise Association

(IFA).

For more information, visit www.MassageEnvy.com.

There’s a Fresh New Face in Town: Massage Envy Spa West Chester

http://benefits.usiaffinity.com/gwcc/

Chamber Chatter

Bi-Monthly Advertising Rates

Eighth Page/Business Card . . . . . . . . . . . . . . . . . . .$853.75” (w) x 2.25” (h)

Quarter Page . . . . . . . . . . . . . . . . . . . . . . . . . . . .$1503.75” (w) x 4.875” (h)

Half Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$260horizontal 7.5” (w) x 4.875” (h)vertical 3.75” (w) x 10” (h)

Full Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$4157.5” (w) x 10” (h)

Online ad is free with any print ad. Please provide web siteaddress to link your ad.

10% discount on full annual run of any size ad. Space reser-vation is due by the 1st of the month prior to publication (i.e.March/April edition- reservation due by Feb. 1, and the ad it-self is due Feb. 8)

The Chamber Chatter is a bi-monthly publication with a circulationof 1100. It is free to members of the Chamber. Editorial Content andadvertising is limited to Chamber members. Editorial coverage doesnot imply or indicate Chamber endorsement of members business,product or services.


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105 South High StreetWest Chester, PA 19382610-430-1320

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704 West Nields StreetSuite GWest Chester, PA 19382610-436-4101

www.edwardjones.com

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119 North High StreetWest Chester, PA 19380

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