Chamber Chatter November/December 2012

The Chamber

Chatter

Member News & Information November/December 2012

Providing Leadership and Opportunity for business ented by Pres

4th Get ready to ring in the season with the 2012 MARS Drinks OldFashioned Christmas Parade in Downtown West Chester set to commence at 7:15 p.m. on Friday, November 30th. Presented annually since 1980 by the Greater West Chester Chamber of Commerce, the parade is the highlight of the four day Old-Fashioned Christmas Celebration held Thursday, November 29th through Sunday, December 2nd, featuring over forty

events including theatrical and musical performances, a Jingle Elf Run, a holiday craft bazaar and breakfast with Santa.

As organizer of the event, the Chamber is delighted to welcome MARS Drinks, a division of Mars, Inc., as the title sponsor for the fourth year. “The Greater West Chester Chamber of Commerce is proud to partner with MARS Drinks on this project,” said Mark Yoder, Chamber president. “Their continued title sponsorship of this much loved parade demonstrates their support not only of the Chamber but of the entire West Chester community.”

"Mars Drinks is excited about our continued sponsorship of the West Chester Old-Fashioned Christmas Parade,” said Brian Miller, Executive Vice President of continued to page 11

“Tis the Season to Donate a Toy!” Every year in December the Chamber of Commerce of Greater West Chester hosts their holiday toy drive breakfast.

New unwrapped items are donated by Chamber members and community leaders and given to non-profit organizations who work with families and individuals in our community.

In partnership with WSFS Bank the 2012 OldFashioned Christmas Toy Drive will collect toys from November 1 through December 1. Volunteers and staff from WSFS Bank will also be on hand November 30 at the Mars Drinks Old-Fashioned Christmas Parade to collect new unwrapped toys. Items will be collected the along the parade route and at the WSFS Bank toy dropoff table located on High Street between Market and Gay www.greaterwestchester.com

Streets.

“WSFS Bank is honored to support the Old-Fashioned Christmas Toy Drive in West Chester,” said Shari Kruzinski, Senior Vice President of Retail Banking at WSFS Bank.

“At WSFS, we take great pride in giving back to our communities and are excited to host toy drop-offs throughout our Pennsylvania branches and play a role in bringing holiday cheer to local children in need.”

Toys collected through the 2012 WSFS Old-Fashioned Christmas Toy Drive will be donated to two organizations: continued to page 13

WELCOME NEW MEMBERS AT&T Mobility West Goshen

Otto BMW

Mr. Kevin Burnett 115 West Chester Pike, Unite A-14 West Chester, PA 19382 610-344-0135; Fax 610-344-0679 Kevin.Burnett.1@att.com www.att.com/wireless Telecommunications

Ms. Lisa Thompson 1275 Wilmington Pike West Chester, PA 19382 610-399-6800; Fax 610-399-4172 lthompson@ottosbmw.com ottosbmw.com Automotive-Dealers

Barnlady.net

Pro College Advisors

Ms. Sherry McVickar 485 Rolling Drive West Chester, PA 19380 610-430-1205 onemcv@yahoo.com www.barnlady.net Artist

Ms. Pamela Duncan 101 Lindenwood Drive, Ste. 225 Malvern, PA 19355 610-430-7329; Fax 610-430-7301 pcduncan@procollegeadvisors.com www.procollegeadvisors.com Consultant

Boxcar Brewing Company, LLC

Stratus Interactive

Mr. Jamie Robinson 306 Westtown Road West Chester, PA 19382 484-887-0538 friends@boxcarbrewingcompany.com www.boxcarbrewingcompany.com Beer Distributor

Ms. Kymberly Robinson 17 Wilmont Mews, Ste. 302 West Chester, PA 19382 610-692-6229 krobinson@stratusinteractive.com www.stratusinteractive.com Web Development

Judy's Healthy Kitchen

Don Walls Custom Painting

Mr. Corey Wegerbauer 211 E. Market St. West Chester, PA 19380 610-696-4814; Fax 610-429-3056 bcweg@verizon.net www.judyshealthykitchen.com Restaurant/Cafe

Mr. Don Walls 1310 E. Strasburg Road West Chester, PA 19380 610-696-5744 donw1310@gmail.com Paints, Painter or Paperhanger

Main Line Health Outpatient Services at West Chester Mr. Josh Davidson 1060 Andrew Dr., Suite 120 West Chester, PA 19380 484-596-5830; Fax 484-631-0190 davidsonj@mlhs.org Physical Therapy

Optimum Physical Therapy Associates WC LLC Mr. Roger Collins 133 Turner Lane West Chester, PA 19380 610-344-9725; Fax 610-344-9728 rcollins@myoptimumpt.com www.myoptimumpt.com Physical Therapy November/December 2012

Chamber Staff Mark J. Yoder President Dave Fairman Director of Membership Maggie O’Neill Office Operations Director Bethany Henry Member Services Coordinator Chamber of Commerce of Greater West Chester 119 North High Street West Chester, PA 19380 t: 610.696.4046 f: 610.696.9110 www.greaterwestchester.com www.greaterwestchester.com

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Thank You to Our Renewing Members in August & September 2012 Our members are the foundation of our organization. To honor them we would like to congratulate and thank those who renewed their membership in August and September 2012. Thank you for your ongoing support of the Greater West Chester Chamber of Commerce.

Members for 20 - 29 years The Inquirer / Philadelphia Newspapers, Inc. Unruh, Turner, Burke & Frees, P.C. West Chester Area Senior Center Custom Printing & Promotions EP Visual Design Deery-Thomas Agency

10 - 19 years Comfort Inn & Suites of Brandywine Valley Paul W. Britt D.D.S. West Chester Public Library Stirling Property Management, Inc. Encore Medical International Inc. ShopRite Debbie Sellers West Chester Railroad Joespeh R. Polito, Jr. Century 21 Alliance - Commercial MM Computer Services Vivace Productions, Inc. Edward Jones Investments SAGE Vision Technology, Inc. H. L. Chalfant Antiques All 4 One Sportswear Robins Consulting Services PECO Energy/Exelon Corporation Optimal Massage metropolitan @ west chester

3 - 9 years Siepser Laser Eyecare Equine Medical & Surgical Associates, Inc. Comcast Spotlight West Chester Animal Emergency Center Kashbox Coaching Mars Drinks North America, LLC Keller Williams Real Estate / J. Gross JDC Heating & Air Conditioning Brandywine Water Systems, Inc. 4

www.greaterwestchester.com

Brandywine Springfield Waterproofing Eclat Chocolate 1-800-905 Geek / Geeks On Call Line Systems, Inc. H.J. Purnell, Jr., CPA The Pita Pit Kreutz Creek Winery Kathryn J. Smith / Massage Therapist West Chester LLC Land Services USA, Inc. StandOUT Marketing Services Bancroft Construction Company Harvey Insurance Group Alois Global Trade Strategies, L.L.C. The Antique Shop Spiezle Architectural Group, Inc. Dave's Automotive Repair Enterprises, LLC The RidgeView Group, Inc. Z Gallery / Kent Studios National Mail Graphics RE/MAX Preferred Realtors / Andy Chapis Specialty Metals Welding & Fabrication Inc. Electrical Technical Services, LLC Tri-State Business Appraisal Castle Construction & Consulting, Inc. Treetops at Chester Hollow

1 - 2 years Home of the Sparrow Concord Country Club Office Depot / West Chester Paoli Hospital Foundation The Dunmoore Group, LLC Stillman Volvo Catalyst Outdoor Advertising The Broker Network, Inc. Hershey's Mill Golf Club Health Source of West Chester

November/December 2012

The Right Time to Hire a Consultant

By Donna Saul the inside are an easy fix for a consultant with objective eyes.

3.

Your business requires specialized expertise to stay current or to grow. If you’re stuck and don’t know which “next step” will work, a consultant can help. Good ones are expert in current trends and target markets in addition to possessing specific skill sets outside those found in-house. It’s their job to bring your company the expertise you need.

4.

Your business is in crisis, needs to reverse damage, or chaos seems normal. Whatever the disaster, kink or problem, a good consultant not only can stop the bleed, but help get your company on its feet stronger than before.

5.

You’ve hit the wall. Every business encounters a dead-zone—that point where you need revenue, objectivity, and a solid plan to get to the next level. A consultant with a track record of success in getting businesses from Point A to Point B is a must-make investment.

So whether you want to stop revenue losses, build sales, improve productivity, increase your bottom line or ready to take bold steps to skyrocket your business, there’s a consultant out there who is right for you and your business. Ask the hard questions, and you’ll find a good one that’s the right fit for you.

A favorite client said he decided to hire me after talking it over one night with a beer and his dog. The truth is that he’d been thinking about hiring a consultant for some time but always thought he could do what needed to be done, didn’t need the help or didn’t want to spend the money. Together we were able to grow his business substantially, stop revenue losses, and improve his focus on what’s important and makes his company money.

And if it took a dog and a beer to make that happen for him, so be it.

It’s sometimes tough for a business owner to know: when is it time to hire a consultant? Every day you’re in the trenches, and after a while, the abnormal seems normal and you can start to lose the forest for the trees.

There are an infinite number of reasons to hire a consultant, and each company is unique so need and timing varies, but the bottom line is that the right time is when you have a problem that requires a solution beyond your expertise or ability. A good consultant can be one of the best investmentsyou’ll make—good ones have a high rate of effectiveness, and, they aren’t looking for a home. Rather they prefer to get in, identify the needs Donna Saul is a business strategist and consultant with a proven track and the issues, elevate the business, and get out. record in helping companies grow, add revenue, increase sales, imThere’s a long list of why a consultant is a good in- prove productivity and build a better bottom line. She can be reached vestment, and we’ve all read it--specialty expertise not at donna@donnasaul.com, or via the web at www.donnasaul.com. found on staff and needed for a specific period of time, short term interim management, contacts, business strategy and development, system and process devel2012 Offiicers opment, time management and benchmarks, flat-lined or Scott Mayes, Chairm man Rob Partridge, Secretary Comcast Spotlight WC Area School District plummeting sales or stagnant growth, increased client atTimothy R. Jefferiss, Chairman-Elect Donna Urian, Treasurer TD Bank Fischer Cunnane & Associates, Ltd. trition or employee turnover, and more.

Chris Tolsdorf, Vicce Chairman Mike Brown, Past Chairman Tolsdorf Oil Lube Exxpress KM MRD Partners All of that is worthy of consideration, but you’re definitely ready to hire a consultant when: Board of Directors 1.

You want more profit. When you’re not happy Mary Bigham Nicole Grebloski WC Dish Arthur Hall Insurance with your bottom line and need more revenue, the Bryan Brockson Bruce Grifffin EDiS Construction & Development YM MC CA± West Chester Area thought of adding to your costs may seem counterintuThomas Ciccarone Frank Jacquette itive, but it’s not. The cost of being cheap in business is Parkway Dry Cleaners Jacquette Consulting John J. Cunnin ngham, IV Mell Josephs high, and consultants are experts—they bring their skills Lamb MccErl E ane PC Student Services, Inc/WCU Ronald K. DellaVecchia Jeannie McGinn to the table for one reason only: to solve your problem, DellaVecchia, Reilly, Smith & Bo oyd McGinn Mark rketing Works Funeral Home, Inc. Arlene McGranaghan improve your business and increase profits.

Daily Local News Guy T. Dunn 1-800-905-Geek/Geeks on Call Patrick McKenna, Esq. 2.

You need objectivity.You know you’re business Gawthrop Gre r enwood, PC Marc Ernest Franklin Mint Federal Credit Union Andrew McMenamin inside and out, but are too immersed in the daily work D N B F i rst Thomas Gavin flow and issues to find out-of-the box solutions or strateChester County Hospital Brian Milleer Mars Drinks North America, LLC Liz Golding gies. More often than not, an outside point of view is Susquehanna Bank Marisa i Po P well 3LHWUR¶V 1RQQD¶V 5HVWDXUDQWV needed. Many problems that seem insurmountable from November/December 2012

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November/December 2012

GOLF MEMBERSHIP WINNERS The Greater West Chester Chamber of Commerce has teamed up with Applecross Country Club to offer renewing 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 2012 CONGRATULATIONS to the following businesses who were picked in a lottery drawing of Chamber businesses that renewed their memberships in August and September 2012 Mr. Kevin M. Meehan All 4 One Sportswear

Mrs. Carole Kirkpatrick Kreutz Creek Winery

Mr. Thomas M. Walsh Century 21 Alliance - Commercial

Mr. Steven Krug, AIA, PE, CEM Spiezle Architectural Group, Inc.

Mr. Scott Mayes Comcast Spotlight

Ms. Jennifer O'Brien metropolitan @ west chester

Mr. A.P. Mallia Comfort Inn & Suites of Brandywine Valley

Ms. Graceann DiAndrea Office Depot / West Chester

Ms. Susan Casso Rogers Custom Printing & Promotions

Mr. Andy Chapis RE/MAX Preferred Realtors

Michele Deery-Thomas Deery-Thomas Agency

Mr. Philip H. Sears The RidgeView Group, Inc.

Mr. J. Ken Jaccard The Dunmoore Group, LLC

Mr. Jim Robins Robins Consulting Services

Mr. Chris Curtin Eclat Chocolate

Ms. Debbie Sellers

Mr. Tony Cuffie The Inquirer / Philadelphia Newspapers, Inc. Mr. Jeff Crater JDC Heating & Air Conditioning

November/December 2012

Willi K. E. Weichelt West Chester Animal Emergency Center Mr. Joseph Giacchino West Chester Railroad

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How to approach planning when tax laws are uncertain

By Kathy Wileczek expired or will expire at the end of the year. Rate increases and new taxes related to the Affordable Care Act or “Obama Care” are scheduled to begin in 2013. The outcome of the presidential election could change any of the tax provisions for 2013 and onward. This makes it exceptionally difficult to advise clients on how to plan for future transactions based on tax implications.

2012 maybe the year to accelerate income to avoid the rate increases that are certain to come in future years regardless of the election results. When considering this option, you need to examine a much longer timeline than the check to be written on April 15th. Your accountant can advice you on the effect of your options to defer or accelerate income.

It is important to remember that taxes are only a piece of a business decision. A tax deduction only subsidizes an expense. It is better to pay the tax on a dollar earned than spend it to “get a deduction”. Selling an asset with great potential growth to recognize a low tax rate in the current year will result in the loss of future income. Productive planning is a process that incorporates the knowledge and needs of the business owner along with the advice of trusted advisors including accountants, attorneys, investment counselors and bankers.

For accountants the fall gives us the opportunity to spend time with our clients. During these meetings we discuss events that occurred during the year and look to guide our clients towards a successful year end with a minimal tax liability.

Tax planning involves working with the business owner to anticipate future activity and use existing tax law to provide the greatest economic advantage for the resources expended.

Most of this planning revolves around timing of transactions to which the business has control such as; • The purchase of assets • The sale of assets • The opportunity to complete a sale before or after the year end • Voluntary expenses such as pension contributions and bonuses Traditionally tax planning has emphasized reducing the taxes from the current year to future years. This year things are different due to many uncertainties in future tax rates. For the past several years we have enjoyed lowered tax rates for ordinary income, dividends and capital gains under the Bush tax cuts. Many credits and bonus depreciation as part various economic stimulus packages are

Kathy Wileczek, CPA (kwileczek@maillie.com) is with Maillie, Falconiero & Company, LLP. We are one of the leading regional accounting, tax and advisory firms in Southeastern Pennsylvania. Our client service philosophy has helped forge an excellent working relationship with our diverse client base.

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November/December 2012

A Message from Mary Lou… We all take for granted the freedom to get up and go whenever we desire. Unfortunately that is not the case for Joann.

On April 5, 2011, Joann Rongaus suffered a fall that left her a paraplegic. After numerous surgeries and lengthy hospitalizations, she was able to come home in December of 2011.

As many of you know, Ken (known by many as "Tony") and Joann owned Tony's Meat Market & Deli on Gay Street. Over the years, they helped an untold number of people in our community; whether it was through the donation of great food for a charity event or groceries for a family down on their luck. They closed it right after the accident and Ken has been at home caring for Joann full-time with the rest of their family pitching in where they can.

Life is now a challenge for Joann. Stairs have become obstacles, narrow halls are impasses and simply getting out of bed is a chore.

For Joann, wheels mean freedom. But the cost for a motorized wheel chair is $9,000. The family is limited to renting handicap accessible vans when they are available and only when they make arrangements weeks in advance. A used wheelchair accessible van costs $38,000. The costs of some of these changes are staggering and not covered by insurance.

Now it's time for us to help. We can help raise funds to pay for Joann's wheel chair and hopefully a handicapped accessible vehicle.

Checks may be made out to "The Joann Rongaus Fundraiser" and sent to: La Difference Salon c/o Mary Lou Enoches 830 Paoli Pike West Chester PA 19380 The organization “Wheels for Joanne” has been registered as a non-profit organization EIN # 46-0954089.

This donation may be tax deductible please consult your tax advisor.

November/December 2012

Sign Up for the 4th Annual Jingle Elf Run Presented by:

2 Mile Run, 1 Mile Walk, Cash Prizes & More!

Friday, November 30 6:30 pm Downtown West Chester

Register on-line www.runccrs.com

Jingle Elf Hats guaranteed to all pre-registrants.

All others will receive hats while supplies last.

Great holiday prizes to age group winners.

Cash to the top 3 male and females in the 2 mile.

Great costume awards for the most creative holiday outfits. Cash to the best elf costume!

Benefiting

On-Site Registration at First Niagara 16 E. Market Street, West Chester

More Information www.greaterwestchester.com www.greaterwestchester.com

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Attracting the Best

By Peter R. Johnson of Peter R. Johnson & Company Last month in Wilmington, I attended an expo presented by Google explaining how they can help my company reach more potential clients through advertising on their site. What impressed me was not only Google’s presentation, but also their knowledgeable and energetic employees. The employees were engaging, professional, and thoroughly informed about Google’s product offerings. This experience started me thinking…How do companies attract the “best employees”?

Consider for a minute a company you have day dreamed about working for. Did a distinguished, highpowered and/or seemingly fun company come to mind such as Apple, Nike, and Nordstrom or, even more locally, Mars Drinks? These companies are successful, well managed, have great perks, and have top-notch brand awareness. How can your company operate at this same level? It starts with hiring the best employees during the recruitment process.

The job description is the foundation for the recruitment process. Take some time this fall to review your company’s job descriptions. Job descriptions should explain the work in general terms, the responsibilities and duties, the essential and nonessential job functions, and the requirements and specifications to complete the job. Do not forget to write a great lead in paragraph about your company for every job description. Consider this a marketing pitch. During recruitment, employers want to proactively promote the company in order to attract the best possible candidate. Well-written job descriptions should have potential employees wanting to know more about your exciting company and inspiring them to submit their applications.

CNN and Great Place to Work ranked Google as the number one place to work in 2012. Google’s employees praise their organization’s mission and culture. When writing a job description, convey the culture of your business, and what makes your company a special place to work. Employee loyalty, and thus, retention rate, is an important aspect that potential employees look for. Conveying the cultural climate is a vital component of the recruitment process.

Finally, review these new recruitment initiatives with your Senior Management and Human Resources 10

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staff. Their interviews and conversations need to mirror the culture you are describing in your recruitment process. Is everyone marching to the same beat of the drum? Is everyone as complimentary about the company? If not, work with them and share the importance of promoting a positive culture. Be sure these company leaders are communicating throughout recruitment periods and beyond just how much your company values its employees. Many companies wait until an employee retires to convey their appreciation. By explaining to a candidate how vital an employee’s contribution is to the company’s success, you now have let that recruit feel like a possible contributor before they have even started.

This small nuance can often be the differential against a competing job offer.

The importance of keeping up-to-date job descriptions is often overlooked. However, the time and energy is well spent when you begin recruiting the highest quality employee. Additionally, accurate job descriptions aid in other aspects of Human Resources such as performance appraisals, job evaluations, market pricing and employee compensation. By adding information about your company’s culture, goals, and values to your job description, you can recruit the best employees and improve your company to a premier level.

Peter R. Johnson & Company is a West Chester-based compensation consulting firm that provides total compensation plan design and program management including assistance in writing winning job descriptions. Our experienced staff of compensation consultants enables Peter R. Johnson & Company to provide plan design, implementation support, and ongoing administrative services for all phases of a client’s total compensation program. For more information on “How to Hire The Best,” please reach us at www.prjandco.com or 610-4366114. .

19 S. High St., West Chester, PA 19382 Fax: 610.436.0117 e:mrody@brandywineinsurance.com

November/December 2012

OFC Parade continued page 1 Sales and Marketing for Mars Drinks North America.

“This is a great opportunity for us to give back to the community through one of the premier events in the area.”

Prior to the parade, many businesses and organizations throughout the downtown will host Holiday Open Houses offering refreshments and seasonal entertainment. At 6:30 p.m., the 4th Annual Jingle Elf Run originates at Market and High Streets with a 2-mile run and a 1-mile walk.

6abc Action News personalities Adam Joseph and Karen Rogers will serve as masters of ceremonies.

The parade promises a mix of traditional and modern elements. A host of local schools, businesses, volunteer fire companies and service organizations will be represented among the many marching bands, floats and antique vehicles that have become the mainstay of Old-Fashioned Christmas.

DNB First and The Rotary Club of West Chester have collaborated on a very special float that will feature recent veterans from the West Chester area. They will be welcoming home a representative from each of the armed forces branches who have fulfilled their invaluable service to our country.

Starting at New and Market Streets, the parade will travel north on New Street, east on Gay Street, south on Matlack Street, west on Market Street and through to New Street. Spectacular views abound throughout the entire route.

A complete list of weekend events will be posted on the Chamber’s website: www.GreaterWestChester.com.

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November/December 2012

For the Love of West Chester continued page 1 Maternal and Child Health Consortium – Located in downtown West Chester, Maternal and Child Health Consortium’s programs ensure that pregnant women and their families get medical coverage, prenatal care and early education. Serving children through age 5, MCHC helps kids start healthy, stay healthy and succeed in school.

Types of Donations Appreciated: Educational toys or books for young children, infant clothing, diapers, grocery gift cards and Wawa gift cards. www.CCMCHC.org Bridge of Hope Lancaster and Chester Counties Bridge of Hope serves homeless and at-risk mothers through church-based mentoring groups, in Lancaster & Chester Counties. Their mission is to end and prevent homelessness for women and children and to help single mothers achieve permanent housing and financial self-sufficiency through employment.

Types of Donations Appreciated: Basic household items, cleaning supplies, school supplies, books for children, gift cards for gas stations and grocery stores. www.BridgeOfHopeLLC.org All donations will help to put a smile on the face of a child who may not otherwise receive anything. So reach deep into your heart and stop by a participating WSFS Bank Branch with a toy or gift card. Or bring your donation to the Old-Fashioned Christmas Parade.

Together we can make a difference!

Longwood - 826 E Baltimore Pike, Kennett Square Hours for participating branches can be found at www.wsfsbank.com/locator.aspx Additional drop-off locations: Parkway Cleaners – 623 East Gay Street, West Chester Side Bar & Restaurant – 10 East Gay Street, West Chester Market Street Print & Copy – 204 West Market Street, West Chester La Difference Salon & Day Spa – 830 Paoli Pike, West Chester Contact the Greater West Chester Chamber of Commerce at 610-696-4046 for more information on donating a toy.

WSFS BANK TOY DRIVE DROP-OFF LOCATIONS ~ November 1 – December 1, 2012 West Chester - 400 East Market Street, West Chester Edgemont - 5000 West Chester Pike, Newtown Square Media - 100 E State Street, Media Glen Mills- 395 Wilmington-West Chester Pike, Glen Mills

Briar photography When image counts.

610-296-8323 briarphotography.com

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November/December 2012

Halloween Vampires Still Linger – Beware!

By Steve Coscia Watch out for those lingering Halloween vampires. While real vampires may not exist, years of service management experience has taught me that customer service vampires do walk the earth. Sometimes these vampires exist as external customers, coworkers and vendors. Service vampires are easy to recognize. How? Keep reading.

During an encounter with a service vampire, you will sense your hope being sucked dry by their apathetic behavior. Service vampires drain the optimism from their victims in the same way vampires drain blood. Their anemic and perfunctory demeanor becomes evident after minutes, hours or even days of excruciatingly bad service delivery.

When I was a customer service manager, Monday was the busiest incoming call day. Anyone familiar with a customer service operation knows that weekend warriors either had a problem during the weekend or have an outstanding situation which has not yet been resolved.

I once made a Monday morning call to a major telecommunications company and during the first 20 minutes of my phone call I spoke to three different employees – all three were vampires. What initiated my phone call was a technician’s failed attempt to modify the phone service at our office. The third service vampire transferred me to a fourth with the assurance of “I am transferring you to someone who can help.”

The fourth service vampire asked for all of the same information that I had given to the first three and so began the same qualification and diagnosis only to receive a report that the previous week’s modification was more complex than anticipated.

This prompted a fifth transfer.

“Do you know anything about my situation?” I asked. The service vampire’s negative reply along with an explanation that I was in the wrong department prompted a sixth transfer to a supervisor with the assurance of “I am transferring you to someone who can help.”

After more than an hour of being transferred to eleven employees, and hearing the anemic phrase, “I am transferring you to someone who can help.” four times, I assessed that the promised assurance of future help with a transfer to another employee had been inculcated as a Service Placebo.

A placebo is a neutral preparation prescribed for psychological affect only. In customer service terms a service placebo is used to placate a customer. This pervasive service placebo was either part of their customer service training or it had spread among the employees as a clever way to make customers believe that help was imminent.

Vampires may not be real but customers are.

Do you know any service vampires?

Steve Coscia (steve@coscia.com) of Coscia Communications writes, speaks and consults about customer service. His books, tapes and television appearances have helped thousands of business professionals.

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Google MasterCard Offers AdWords Rewards

By Neal Zimmerman, Dorset Connects Some credit cards offer you cash back on your purchases; others, airline miles or rewards points. Google is now jumping into the mix. The Internet giant is offering a credit card for small businesses to purchase AdWords (its pay-per-click advertising service). The reward points can be used to purchase, you guessed it: more AdWords!. Google started rolling out these credit cards to small businesses in the UK last Sunday, and will offer more credit cards to small businesses in the U.S. later this month.

The search giant first introduced the AdWords credit card in a pilot program for a select few small businesses in the U.S. last year. The goal of the program was to make it easier for small businesses to pay and track spending for their AdWords campaigns. Sure enough, the program appears to be working. Google reports that 74% of companies in the pilot program now use the

credit card to pay for AdWords.

Google isn’t the only tech company getting into the financial services industry. Amazon introduced a lending program to provide low interest loans to sellers in the U.S. at the end of last year.

While the purpose of Google’s credit card is very specific, it can only be used to purchase AdWords campaigns, it now gives even more of an impression that the company is becoming a bank, on top of being a search engine, smartphone manufacturer, daily deals company, wedding planner, and dozens of other services.

Dorset Connects offers complete IT and telecommunication management solutions that take the hassles out of managing and maintaining your critical IT systems. We’ll customize a support plan that is tailored to your environment and exceeds your support expectations. www.dorsetconnects.com

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www.greaterwestchester.com

November/December 2012

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Fall Mega Mixer and

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Business Expo Presented by:

The Chamber Alliance of Chester County Thursday, November 1u 5pm t7pm American Helicopter Museum

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Coffee Connection 11

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Kick off the holiday season with a tour of the MARS Drinks factory located right in West Chester!

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Free for Members;

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$10 for non-members 1301 Wilson Blvd., West Chester

Membership Luncheon

Holiday Business Card Exchange

Sponsored by:

Kick off the Mars Drinks Old Fashioned Christmas weekend with the most festive business card exchange of the year!

0DULVD 'L 1DWDOH GLUHFWRU DW 0RRG\pV $QDO\WLF LV responsible for state and metro area forecast models, analysis of the U.S. labor market and Precis Metro editing. We are excited to have her

Thursday, November 28 - 5:30pmu7:30pm Wells Fargo Bank

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17 N. High St., West Chester

Free for members; $10 for general

return and give us the economic update on Chester County and the economy at large.

Wednesday, November 14 West Chester Golf Club 111 W. Ashbridge Ave., West Chester 11:45amu1:00pm $25 for Members; $35 for General

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www.gwccoldfashionedchristmas.com Jingle Elf Run 6:30pmuParade 7:15pm

November/December 2012

Coffee Connection

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Come take a peek at this new business in town! Enjoy coffee and breakfast with colleaguest you might even

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Thursday, December 13 7:45amu9:00am Free for members

Winter begins

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23 N. Walnut St., West Chester

ALN Networking Event 30

Ugly sweater/tie Christmas Party!

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Join us for a fun and enjoyable networking event in town.

Prizes to best dressed

Business Card Exchange

Thur. Dec 6 ~ 5:30pmu7:30pm

Just in time for Christmas Shopping!

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Holiday Toy Breakfast

ing in town!

Wednesday,

December 5

Sponsored by:

Benefiting:

Maternal Health and Child Consortium Bridge of Hope of Lancaster and Chester Counties Things to donate:

Sunset Hill Jewelers and Fine Arts Gallery

Educational toys or books for young children, infant clothing,

23 N. High St., West Chester

diapers, grocery and Wawa gift cards, basic household items, cleaning supplies, school supplies.

Tuesday, December 18 5:30pmu7:30pm

West Chester Golf & Country Club

In lieu of payment

Free for members; $10 for general

111 Ashbridge Ave., West Chester

bring a donation

7:30 amu9:00am

November/December 2012

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We Mean Business.

Gawthrop Greenwood, PC Attorneys at Law

Call 610.696.8225 or visit us www.gawthrop.com

Business Law Banking & Finance Maritime Law Commercial Litigation

Legal services for businesses, governmental entities and individuals.

17 E. Gay Street Suite 100 P.O. Box 562 West Chester, PA 19381-0562 Phone: 610.696.8225 Fax: 610.344.0922 www.gawthrop.com 18

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November/December 2012

Who Do You Know in the Parade?

Mars Drinks Old Fashioned Christmas Order of Appearance West Chester Police Department

20’ x 30’ American Flag

West Chester University Trumpet Ensemble Mars M&M Characters

Welcome Home Vets Float featuring vocalist Liz Toal – special thanks to DNB First & the Rotary Club of West Chester

Wells Fargo Sky Tracker Light Show

Pennsylvania National Guard

Brandywine Singers Float

Chester County Emerald Society Pipe Band

6abc’s Adam Josephs & Karen Rogers

Navy Club of Lancaster County

Fulton Bank Honor Band – Downingtown High School Band

David’s Drive 831, Inc. Float

Franklin Mint Federal Credit Union’s Benjamin Franklin

Owen J. Roberts High School Band

1931 Model A Ford featuring West Chester Mayor Carolyn Comitta

Chester County Antique Car Club

Brian Barou Pipes & Drums

Snowflake Dancers

1901 Oldsmobile

Fraternidad Cultural Pachamama

West Chester Friends Horse Drawn Ice Wagon

Ace Hardware Float

Fame Fire Company Hand Drawn Hose Cart

Downingtown Fire Department

Greater West Chester Chamber of Commerce Chairman Scott Mayes GWCCC Board of Directors West Chester East High School Band Brandywine Picnic Park Train featuring Chester County Elected Officials Chester County Antique Car Club Candy Cane Dancers / WCU Color Guard First West Chester Fire Company On Edge Movement Dancers Calista Grand Float Henderson High School Band Parkway Hardware Star Wars Characters Conestoga High School Band Dave Smiley 1968 Maxim Fire Engine ChesterCountyBasement.com Float Avon Grove High School Band Girl Scouts dressed as Candy Canes Irky Yearsley Antique Tractor Club Chichester High School Band Tall Cedars Clowns WCU Baseball Team – National Championship Float Hempfield High School Band Tolsdorf Oil Lube Express Truck The Malvern School Float Chester County Antique Car Club Octorara High School Band 50 American Flags United States Army United States Marine Corps Silver Dolphins Silent Drill Team United States Air Force

Marple Newtown High School Band Crescent Shrine Motor Corps Miss West Chester University WCU Women’s Field Hockey Team – National Championship Float Tiller Sisters Vocal Group Springfield High School Band Service Mark Truck Russell’s All Star Twirlers 3-D Collision West Chester Lions Club Pottsgrove High School Band Brandywine Roller Girls 1953 Ford Pick-Up Hot Rod 1939 Mack Model ED Pick-Up Truck Oscar Lasko YMCA Youth Program Center Chester County Antique Car Club Poinsettia Dancers Caporales San Simon Bolivian Dancers American Helicopter Museum Float 1965 VW Micro Bus 1967 Pontiac Tempest Daily Local News Truck Mrs. Claus Float featuring the Brandywine Ballet & vocalist Walt Anderson Lincoln University Marching Band Baptist Church of West Chester Float DARC Twirlers Cheyney University Marching Band Santas Around the Globe Goshen Fire Company Cheers on Wheels West Chester University Marching Band

United States Coast Guard

Santa Float featuring St. Maximillian Kolbe Cheerleaders – special thanks to Lamb McErlane PC

Rustin High School Band

Wells Fargo Sky Tracker Light Show

November/December 2012

www.greaterwestchester.com

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GWCC's Educational Improvement Tax Credit (EITC) status renewed for 2012 - 2013.

We are delighted to announce that the Greater West Chester Chamber of Commerce Education Foundation is eligible to receive financial support as a scholarship organization through Pennsylvania's Educational Improvement Tax Credit (EITC) program. The EITC program enables Pennsylvania-based businesses to receive generous tax credits by contributing to qualified organizations. This is the sixth consecutive year that GWCC has been awarded EITC eligibility.

Chamber member’s EITC contributions enable GWCC to generate scholarships that provide local high school students the ability to develop themselves and their educational opportunities in order to pursue an entrepreneurial or business interest. It is the Chamber’s hope Charlie Kochka, Meridian Bank presents Mark that these scholarships will allow students to enhance their vocation Yoder, President with a check for EITC and remain within our community. This will help the Foundation meet our mission and vision of developing strong young leaders.

EITC contributions also directly benefit a number of West Chester area schools with monetary awards to enhance their educational programs and facilities. Since its inception, the Chamber’s Education Foundation has distributed more than $50,000.00 to scholarship winners and schools.

It’s easy for your business to contribute! The Chamber staff is available to help you navigate the application process and eligibility requirements. Please call us for details.

Chamber Chatter Radio Show Every Monday at 1pm Listen Live on WCHE 1520AM or www.wche1520.com

Like to be a guest?

Please send an email to donna@donnasaul.com or call 610.889.0626 for consideration

November/December 2012

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2012 Back to School Supply Drive Sponsors The Chamber sincerely thanks everyone who supported our 8th annual “Back to School Supply Drive.” We exceeded our goal of 200 boxes thanks to our many generous Chamber members. A “BIG” thank you to the staff at Penn Office Products (Mac Neilon and his daughter, Alison) who assembled and delivered all of the school bags to the school district. A Special Thanks to The Rotary Club of West Chester for donating $1,000 that enabled us to purchase 200 backpacks for the second year in a row.

20 or More School Boxes Di & Dallas Krapf, Krapf Coaches, Inc. Arthur Hall Insurance & Staff TQ Consultants, Trudy Quinn Bryn Mawr Trust 10 – 19 School Boxes HSM of America Employees William S. Malany & Sons, Inc., Terry Malany Thoughts Embellished Inc., Jack Bramley Comcast Spotlight, Scott Mayes Lamb McErlane PC Jacquette Consulting Inc., Frank & Marcia Jacquette Michael DeHaven / Rainer & Company Mauger & Co., Kim Kennedy A. Roy Smith West Chester Dental Arts, Eric Shelly Nannette & Dale Krapf, Krapf Coaches, Inc. George Krapf Jr. & Sons, Inc. David Rayburn / NYLife Securities Westtown-Goshen Rotary Foundation, Jeff Penfil Unruh, Turner, Burke & Frees, P.C., Ross Unruh Sage Vision Technology, Inc., John Poth 5 – 9 School Boxes Thomas Comitta Associates, Inc., Mayor Carolyn Comitta Keystone Federal Credit Union, Michelle Merkley Dave's Automotive Repair Ent., Dave Aloisio Three Little Pigs, Sheila Frech ABC Hearing, Dr. Judith Curtin Donna Urian / Fischer, Cunnane & Associates Iron Hill Brewery & Restaurant, Kevin Finn Charles A. Dulin, Inc., Frank Dulin West Chester Off-Campus Housing, Linda & John O'Connell Market Street Print & Copy, Tim Kelly Edward Jones, Jeff Kitchen Sir Speedy Printing, Dave Morton Swope Lees Commercial Realty, Chuck Swope Dorset Connects, Susan Hazel BlueEdge Consulting, Kevin Miller Rothwell Document Solutions, John Rothwell Rhoades Creative, Paula Rhoades

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www.greaterwestchester.com

1 – 4 School Boxes Gayle Bohman / Village Profile Susquehanna West Chester Branch, Maureen Long Tom Walsh / Century 21 Alliance uFinancial, Carol Sexton Dr. Linda Lamwers / West Chester University Cobblestone Realty Ltd., Fred Gusz Founds Funeral Home, Steve Founds Carosella & Associates, P.C., Vince Carosella Katie Doherty / YMCA Bruce A. Kraig Associates, Bruce Kraig A. Steven Krup / Spiezle Architectural Liz Golding / Susquehanna Bank Faunbrook Bed & Breakfast, Lori Zytkowicz Mell Josephs / WCU Student Services

Checking some of the 200 backpacks which were given to needy students in the West Chester Area School District (WCASD) are (from left) Rob Partridge, Communications Director, and Sara Missett, Elementary Education Director, WCASD; Maggie O'Neill, Office Operations Director and Mark Yoder, President, GWC Chamber; Jeannie McGinn, President, Rotary Club of West Chester; Mac Neilon, Rotarian and representative of Penn Office Products; Ali Neilon, Interact Club of East High School; and Dr. Jim Scanlon, Superintendent, WCASD. The Rotary Club purchased the backpacks, WCASD selected the students, chamber members donated funds for the school supplies, Penn Office Products acquired the supplies, and Ali Neilon placed all the supplies in each backpack. This is the eighth year that Ali has stuffed the backpacks for this project.

November/December 2012

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November/December 2012

Chamber Chatter Bi-Monthly Advertising Rates

YOUR BUSINESS DESERVES

Eighth Page/Business Card . . . . . . . . . . . . . . . . . . .$85

THE SAME RESPECT YOU GIVE YOUR CUSTOMERS.

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Quarter Page . . . . . . . . . . . . . . . . . . . . . . . . . . . .$150 3.75” (w) x 4.875” (h)

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

10% discount on full annual run of any size ad. Space reservation is due by the 1st of the month prior to publication (i.e.

March/April edition- reservation due by Feb. 1, and the ad itself is due Feb. 8)

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Call your local financial advisor today.

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The Chamber Chatter is a bi-monthly publication with a circulation of 1100. It is free to members of the Chamber. Editorial Content and advertising is limited to Chamber members. Editorial coverage does not imply or indicate Chamber endorsement of members business, product or services.

105 South High Street West Chester, PA 19382 610-430-1320

Eric S Smith, AAMS®

Randall S Evans, AAMS® Financial Advisor .

105 South High Street West Chester, PA 19382 610-430-1320

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704 West Nields Street Suite G West Chester, PA 19382 610-436-4101

November/December 2012

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