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The Chamber


Member News & Information March/April 2013

Providing Leadership and Opportunity for business

Message from the Chairman It is an honor to be elected as the 2013 Chairman of the Greater West Chester Chamber of Commerce. Working under Scott Mayes, immediate past chairman, for the past year has been a pleasure. As Scott mentioned in his speech at the annual banquet, our Chamber continues to provide VALUE to our Chamber members. Without you, OUR Members, we would not be able to continue to put on our signature events. When I was asked to join the Chamber Board of Directors back in 2008, I was thrilled. I felt this position would allow me the opportunity to continue promoting the Chamber and all it does for the Greater West Chester Community. My family has had a long history in the West Chester Community and in one business or another, we have been members of the Greater West Chester Chamber of Commerce for over 60 years. My

Great Grandfather, C. Rodney Jefferis (1960) and my grandfather, P. Edward Jefferis (1975) were both selected as Outstanding Citizens of the Year by the Chamber. My family and I know first hand, it pays off for individuals and businesses to do business within the communities they live and work. As many of you who grew up in the Greater West Chester community, we have seen many changes to our area over the years. One of the constants though, has been our Greater West Chester Chamber of Commerce. They have continued to provide VALUE for many local businesses for more than 60 years. With a staff of 4, I remain amazed everyday on what OUR Chamber is able to provide to our Members. continued to page 6

IMPROVE YOUR WEBSITE + BREAKFAST IS ON US! LEARN 5 FREE, EASY WAYS to boost your web presence and make your site work for you! Join the Chamber staff for a free continental breakfast featuring a special presentation from Greg Panos of the nGage Company – digital marketing expert and designer of the Chamber’s fresh new website. Also, learn how to maximize your ex-

posure with our exciting new ThinkShopBuy…LOCAL campaign. Thursday, March 14, 2013 – 7:45am at the Ballroom at the Westside 430 Hannum Avenue, West Chester, PA 19380

turn to page 19 for all the details

WELCOME NEW MEMBERS Ballroom at the Westside

Kati Mac Floral Designs

Mr. Emanuele Madanat 430 Hannum Ave. West Chester, PA 19380 610-431-9378; Fax 610-738-3921 Banquet Facility

Ms. Kate McNamara 36 S. High Street West Chester, PA 19382 610-431-9414; Fax 610-431-9416 Florists

CCWA - Paradise Farm Camps Mr. Andrew Schaum 1300 Valley Creek Road Downingtown, PA 19335 610-269-9111; Fax 610-269-3646 Not-For-Profit Organization

Edge of Cinema Mr. Jeremy Schmidt 1191 Yellow Springs Rd. Chester Springs, PA 19425 484-889-8797 Video/Audio Production

Emily Alice Salon Ms. Emily Person 35 S. High Street West Chester, PA 19382 610-696-3990 Beauty Services

Garvey Roark, LLC Mr. Anthony DellaVecchio 600 B Snyder Ave. West Chester, PA 19382 610-738-4661; Fax 610-738-8376 Roofing & Sheet Metal

GFM Advisory Group of Janney Montgomery Scott Tim Healey 200 N. High St., Suite 201 West Chester, PA 19380 610-436-6063 Financial Services

March/April 2013

Mr. Ron Lance 208 Colwyn Terrace West Chester, PA 19380 610-696-4430 Assoc. Member

Media One Products, LLC Mr. Tom Czarzasty 1306 Farren Lane West Chester, PA 19380 484-266-0403; Fax 484-887-8074 Manufacturers' Representative

Nich Ms. Kristy Mak 29 S. High Street West Chester, PA 19382 610-436-8181 Apparel

PeopleShare Mr. Richard Halsey 790 E. Market St., Suite 180 West Chester, PA 19382 610-692-2500; Fax 610-692-3088 Employment Services

Premium Fire & Security, LLC Mr. Robert C. Weitzel 505 School House Rd. Kennett Square, PA 19348 610-444-8180; Fax 610-444-2120 Security Services

Purple Picnic People Mr. Kevin A. Bruton P.O. Box 1425 West Chester, PA 19382 610-431-7771; Fax 610-692-2295 Caterers

continued to page 4


Welcome New Members continued page 3 Sts. Peter & Paul School Ms. Trish Kyle 1327 E. Boot Rd. West Chester, PA 19380 610-696-1000; Fax 484-631-0181 Schools/Colleges/Universities Uptown! Entertainment Alliance Ms. Kathleen Purcell 121 N. Walnut St., Ste. 320 West Chester, PA 19380 Not-For-Profit Organization Victory Brokerage Inc. Mr. Tom Herbst 1442 Pottstown Pike, #219 West Chester, PA 19380 610-785-1501; Fax 267-295-7947 Insurance
















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Welcome Neighbor LLC Ms. E. Anne Pounds 15 Longview Road Glen Mills, PA 19342-8120 610-358-0580; Fax 610-358-0803 Marketing/Public Relations Yori's Church Street Bakery Mr. David Yori 15 North Church St. West Chester, PA 19380 610-344-9674; Fax 610-344-4887 Bakery

Chamber Staff Mark J. Yoder President

Dave Fairman Director of Membership

Maggie Oâ&#x20AC;&#x2122;Neill Office Operations Director Bethany Henry Member Services Coordinator Chamber of Commerce of Greater West Chester 119 North High Street t: 610.696.4046 West Chester, PA 19380 f: 610.696.9110


March/April 2013

SERIOUSLY, SHUT UP (a.k.a. Why Your New Sales Aren’t Happening) By: Donna Saul, President, Donna Saul & Associates, In my 20+ years of helping businesses grow, I can count on one hand the number of times a company’s success did not come down to sales, regardless of the reason the owner initially called me. In the end, it’s always about sales. And time and again I’ve watched as sales reps and business owners, seasoned and not, fail to make the sale (or lose it) because of this mistake-- they don’t know when to shut up, say thank you, and walk away with the deal. It may sound amusing but it’s not. It costs time and money, and doesn’t help a company grow. Anyone who has sold for a living or managed the process knows that selling is a complex process involving many factors, in the end we all can agree on this: it always comes down to the critical factors of knowing when to listen, and when to talk. And if you don’t know when to do which, you’re in trouble. Yes, I’ve heard the adage that “people don’t care what you know until they know that you care”, and although in many cases it’s true, it doesn’t hold true for sales, and certainly not for an initial sales meeting. The only person the customer really wants to talk about is himself/herself, and the quicker you understand that, the better you’ll be at selling, and the more sales revenue you’ll generate.

right to close the sale. Keep your questions brief and concise. The more complex the question, the less likely you are to get the information you need. Simple sentences generate complex answers, and this is what you want to hear because the customer will be telling you how to solve their problem, but you’ll hear it only if you’re really listening and not multitasking mentally. And this is key: Know when to ask for the sale, and once you do, shut up and wait for an answer, regardless of how long it takes the prospect to formulate a response. This is the most difficult part of the sales process, but mastering comfort in the silence is crucial to success. I’ve witnessed time and again an enthusiastic sales rep or business owner who hit all the right notes in the sales conversation, who listened, who had exquisite timing, knew how to summarize the relevant features and benefits, recognized and acted on the buying signals, asked for the sale… and then didn’t shut up and killed the deal in the process. Here’s what happens: there’s a moment in every sales presentation where the customer’s interest in what you’re saying is at its peak—the point of maximum attention when it’s time to ask for the business. If you miss that moment, and keep talking, the customers interest in you and your product or service decreases rapidly. Keep talking at this pivotal moment and you’ll lose the prospect and the sale. Instead, stay quiet, even if it takes counting to 10 in your head, biting your tongue or just remembering you have sales to make and a quota to meet, and your next words will cost you money. It’s human nature to want to fill the void, but fight the urge until you have an answer from the customer. Once you do, your job is then to guide the prospect through this critical juncture of accepting their decision, by leading him or her with minor decisions such as “how will I ship this?”, “does Monday or Thursday work best for delivery?”, “can I train your staff how to master this quickly?” You get the point.

Yes, I know the customer said “tell me about yourself” or asked “why should I buy from you”, but trust me when I tell you they don’t mean it and they couldn’t care less. Don’t confuse courtesy with interest. Attempt to answer those questions and you’ll be staring into a glazed expression faster than you can blink twice. And if you try to move a conversation from “how about those Eagles” directly into your sales pitch, you’re done. You have to earn the right to share information with your prospect at the right time, and you do that first and best by listening. REALLY listening, not nodding your head with your mind racing a Listen more, talk less; and shut up when it’s time to do so, mile a minute trying to think about what you’re going to and you’ll get the sale, the respect of your new customer, say next. If you’re talking, you’re not listening, and as a andpotential referrals down the line. result you’re not learning anything that you’ll need to reNext month: The Rules for Building and Driving Sales ply in a way that progresses the sale, you’re not earning Donna Saul is a business strategist and consultant with a proven track your prospect’s trust, and you certainly won’t earn the record in helping companies grow, add revenue, increase sales, improve right to ask for the business. Ideally, you should talk 20 percent of the time; ask ques- productivity and build a better bottom line. She can be reached at tions and listen 80 percent of the time. Then and only then, or via the web at can you tailor your sales presentation to the prospect’s real needs, and in the process, earn their trust and the March/April 2013


Message from the Chairman continued page 1 I want to also thank the MANY volunteers who help support the Chamber put on all of our programs and events throughout the year. In 2013, one of my main goals as Chairman, will be to promote our newest initiative: ThinkShopBuy...Local, which we believe will bring value to the Chamber Members and the Greater West Chester Community. This initiative will help promote those engaged Chamber members get more connected to the community they call home. Not only will your participation be seen by the 650 + Chamber members, but the families of the West Chester Area School District (11,000 +) will as well have the opportunity to see why they need to ThinkShopBuy...Local. I look forward to working for YOU, OUR Chambers members in making sure you get the VALUE of being a member of the Greater West Chester Chamber of Commerce. If you are not a current member, then now is the perfect time to join!




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PA031124 March/April 2013

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 2013. CONGRATULATIONS to the following businesses who were picked in a lottery drawing of Chamber businesses that renewed their memberships in December 2012 and January 2013: Ms. Trish Faidiga Advantage Building & Facility Services, LLC

Mr. Fred Gunther Grand Sport Auto, Inc.

Ms. Rain Speciale Bella & Betty, LLC

Mr. Walter M. Haly Great Valley Propane

Mr. Tony Poluch The Bryn Mawr Trust Company

Mr. Jon J. Ivins Jon Ivins / Realty Executives

Ms. Holly Boulden Canine Design

Mr. Teddy Bottos New Haven Style Pizza

Mr. Mark von Hacht Chester County Opticians

Ms. Cyndi Meadows Penwick Design

Ms. Theresa Ritzu Dusty Rose Cleaning Service

Ms. Marisa Powell Pietro's Prime

Mr. Bob Curran Employer Services Online LLC

Mr. Anthony J. Polito Polito's Barber Shop

Mr. Steven C. Founds Founds Funeral Home, Inc.

Mr. Anthony Scimone Prudential Fox & Roach Realtors / A. Scimone

Mr. Jim Gasho J.E. Gasho & Associates, Inc.

Mr. Gary Acers Speedpro Imaging

Ms. Linda Raileanu Genuine Healthcare Resources, LLC

Dr. Richard Tanzilli, II Tanzilli Orthodontics

March/April 2013


Whereâ&#x20AC;&#x2122;s my tax return? The late passage of the 2012 Taxpayer Relief Act has left the Internal Revenue Service (IRS) scrambling to update forms and systems to accommodate the changes enacted by Congress. Normally the IRS starts to process returns January15th. This year they did not start until January 30th. As of today there are still many forms that are not yet approved by the IRS and returns with those forms cannot be filed. A majority of our work is done in a very compressed time frame. We work hard to meet with our clients, review their annual information and prepare the related tax returns in a timely and accurate matter. The late resolution of the â&#x20AC;&#x153;Fiscal Cliffâ&#x20AC;? has created timing and processing issues that will make it difficult to complete our work by the due dates. The due date for most business returns is March 15th and individual returns are due April 15th. The impact of the form delays could cause many returns to be extended. The American Institute of Certified Public Accountants (AICPA) is actively working with the Internal Revenue Service to make various accommodations to address tax and penalty issues related to the delay in the ability to process returns. The AICPA requests that the IRS

By Kathy Wileczek â&#x20AC;&#x153;should instruct tax examiners to more readily accept grounds for reasonable cause relief if the taxpayerâ&#x20AC;&#x2122;s facts demonstrate that the challenges of this tax season caused the returnâ&#x20AC;&#x2122;s delinquency.â&#x20AC;? There are things you can do to assist your preparer complete your return and minimize the chances your return will be extended. Do not delay in providing your preparer with your tax information just because you are waiting for one or two more forms. Your tax returns can be started and updated with information as it arrives. If you know you will not receive a form in time, work with your preparer to include an estimate so an accurate payment can be made with your extension. Once you receive your return, review it immediately and return the electronic filing forms as soon as possible. It is anticipated that delayed filings will strain the IRS systems as it gets closer to the filing deadline. If you receive a penalty notice for late payment or filing please forward it your preparer to review. If you qualify for relief we will be happy to take care of it for you.

Kathy Wileczek, CPA ( 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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March/April 2013

Thank You to Our Renewing Members in December 2012 & January 2013 Our members are the foundation of our organization. To honor them we would like to congratulate and thank those who renewed their membership in December and January 2013. Thank you for your ongoing support of the Greater West Chester Chamber of Commerce. Members for 30 years or more Cambridge Hall Apartments The Chester County Hospital Chester County Opticians Founds Funeral Home, Inc. Jane Chalfant / Kiki Boutique Susquehanna Bank Manito Abstract Company, Inc. Ray Ott & Associates, Inc. Chester County SPCA 20 - 29 years Chester County Bar Association Allen Cook's Barber Shop Arthur Hall Insurance Process Equipment & Systems, Inc. First Niagara Bank Stalnaker Control Systems Student Services, Inc. Kaplans Fine Jewelry Prudential Fox & Roach Realtors / K.Anstey Pagani and Wylam, CPA Dusty Rose Cleaning Service 10 - 19 years Paxson Lightning Rods, Inc. Ferullo Insurance Agency ABC Paper & Chemical Co., Inc. Englund's Apparel for Men USI Affinity Insurance Chester County Cat Hospital, P.C. Jon Ivins / Realty Executives Senator Dinniman's Office Bellingham Retirement Living Polito's Barber Shop Optimodal, Inc. A. Poletto & Associates Toucan Enterprises Canine Design Diane Matthews School of Dance Arts Faunbrook Bed & Breakfast 3 - 9 years Evolution Payroll Services Market Street Grill J.E. Gasho & Associates, Inc. Unlimited Technology, Inc. Karen A. Kludt & Associates West Chester Bus. Improvement District March/April 2013

Let Freedom Ring New Haven Style Pizza Bonefish Grill Freidirect Inc. Kritter Cleaner Mobile Pet Grooming OBVI Boutique Penn Oaks Golf Club Play-A-Round Golf Limoncello Ristorante, LLC The Bryn Mawr Trust Company Penwick Design Technology Support for Nonprofits Great Valley Propane Pietro's Prime Employer Services Online LLC The Arc of Chester County Prudential Fox & Roach Realtors / A. Scimone Briggs Auction, Inc. Computer Systems Resource, Inc. The Antique Shop The Antique Shop CrossFit Explode Donna Saul LLC, Business Coaching & Consulting The Honorable Kathi Cozzone The Honorable Terence Farrell Speedpro Imaging Side Bar & Restaurant Grand Sport Auto, Inc. Tanzilli Orthodontics Schramm, Inc. Tee It Up Golf 1 - 2 years Curotec, LLC Kinetic Physical Therapy Nonna's West Chester Christian School The Painted Plate The Salvation Army Genuine Healthcare Resources, LLC Bella & Betty, LLC Skinner Law Firm, LLC Henry Nace / State Farm Insurance SimoneZajac Wealth Management Group, LLC Westtown Dental Care Advantage Building & Facility Services, LLC Weed Man Lawn Service Polaris Real Estate, LLC Brandywine Maintenance RTD Financial Advisors


Feeling Lucky? April 19, 2013 Location ~ Penn Oaks Golf Club 150 Penn Oaks Drive 7:00pm - 10:00pm Ticket includes Buffet Dinner, beer and wine mixed drinks (cash bar)

A One in 200 Chance to Win

$10,000 Join us for an evening of food, fun and chances. Here’s the deal... Only 200 tickets will be sold for the ultimate

GRAND PRIZE of $10,000 Over 50 other great prizes will also be awarded throughout the evening! All unlucky losers throughout the evening will be entered into the “Second Chance” drawing to win one of two unique prizes. Sponsored by:

Dessert Provided by:

Tickets On Sale Now! $200 per ticket (only 200 available- DO NOT HAVE TO BE PRESENT TO WIN) $50 guest tickets (limited availability ~ 1 per $200 ticket purchase) Contact the Chamber at 610-696-4046 or Proceeds benefit the: Greater West Chester Chamber of Commerce Education Foundation Scholarship Program


March/April 2013

This Month's Chamber Grand Openings One of the many benefits of joining the chamber is our new grand opening feature. New businesses that join chamber will be greeted with a ribbon cutting ceremony that is jointly promoted with the business. Local dignitaries are also encouraged to participate in these festive occasions. This past month, we celebrated two grand openings. On Wednesday January 16th the chamber visited Main Line Health Outpatient Services located at 1060 Andrew Drive. In attendance were Bill Christman from Commissioner Terrance Farrell's office, Matt Holiday from State Represenative Dan Truitt's office, Chamber president Mark Yoder, Chamber Chairman Tim Jefferis, West Goshen Township Manager Casey LaLonde and Board Supervisor Raymond H. Halvorsen. Judy's Healthy Kitchen had their grand opening Saturday February 9th on 237 East Gay Street. A large crowd joined Judy and her staff, chamber President Mark Yoder, Chamber board member Mary Bingham, Mayor Carolyn Comitta, Borough Council President Holly Brown & WC BID Executive Director Malcolm Johnstone. For additional information on grand openings please contact Bethany Henry at 610-696-4046

March/April 2013























March/April 2013











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March/April 2013


Local and accessible. Just like your small business. UÊ œ“«Ài…i˜ÃˆÛiÊvˆ˜>˜Vˆ>Ê̜œÃÊÊÊÊ UÊœV>Ê`iVˆÃˆœ˜Ê“>Žˆ˜}ÊÊ Ê ÊÊ UÊ*œÜiÀvՏÊÀiÜÕÀViÃ Ê ÊÊ

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Community Service Award ~ The Arc of Chester County Fulton Bank, N.A. Member FDIC. Member of the Fulton Financial Family.

Family Owned Since 1976 Outstanding Citizen 2012- Alvy Kelly with Mayor Yoder and Mark Yoder

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Alvy Kelly with other past recipients of Outstanding Citizen of the Year



March/April 2013

Governor Corbett’s Budget Proposal Governor Tom Corbett presented his 2013-14 budget to the General Assembly the first week of February. He touched on the idea of free enterprise for his goals of a more prosperous Pennsylvania. “Now is the time to make small changes and expect big results,” Governor Tom Corbett said. The Governor’s Budget Address brought with it many developments geared towards helping business in Pennsylvania. This new budget proposed to launch the Small Business Network. This new team is comprised of business experts whose main goal is to help connect job seekers with the job creators on a public, private, state, local, and federal level. Pennsylvania has already put in place a job matching system, Job Gateway which can be accessed by visiting, This service provides specific information that will help increase the quality and quantity of job postings. The Governor’s Address also brought together eight of The Pennsylvania Business Development Authority existing loan programs. By combining these groups it will in turn create a pool of assets totaling $1.1 billion. This also allows for a single point of contact for growth. The Governor’s Address also touched on the ability to create and strengthen jobs. Pennsylvania is home to more than 280,000 businesses that face new challenges every day. The next priority the Governor sited was the notion to strengthen and create a tighter system framework that would ensure the quality of work. With these new ideas at the fore front Pennsylvania could see a boom it has never seen before. The Governor has made one thing clear, that is to bring Pennsylvania back to prosperity and stay there. This is a step in the right direction. Business is the foundation keeping the state together, and Governor Corbett recognizes that.

Spring will soon be popping but believe it or not the 2013 Mars Old Fashioned Christmas Parade is close to being fully booked for 2013. Only 15 positions remain open at this point and NOW is the time to complete an application to be considered for the 2013 parade. Feel free to contact Under the Sun Productions Inc. at to receive an application. Completion of an application does not guarantee acceptance. Applicants must meet the criteria detailed on the application. “We are more than excited that all of our marching musical units and a number of floats and special units have been selected and booked for the parade” says producer, Todd Marcocci. “We have a number of new elements this year as we want to continuously give the parade viewers an exciting and entertaining show come December 6th!”

Submitted by: Alex Rahn, Wanner Associates Consultant for GWCC Government & Legislative Committee March/April 2013


Radley R adley Run Ar Artt Sh Show how benefiting benefit ing

Red Milk, Jeff Sc Schaller challer

Friday, y March 8, 2013 2013 6:006:00-10:00pm -10:00pm Saturday, March 9, 2013 2013 10:00 0am-3:00pm 10:00am-3:00pm Radley Run Country Cl R lub Club 1 1100 oad Country Club Ro Road West Chester, PA

Art Show & Sale features fe eatures original original wo works rks by 50 are area a artis artists ts Admission Free to attend Admission attend art a show We hope you stay s ub at Radley Run and dine at the Pu Pub supp port your local art community com mmunity and Safe Harb borâ&#x20AC;&#x2122;s mis sion to serve the homeless Please support Harborâ&#x20AC;&#x2122;s mission 93.1660 to make yourr reservation Call 610.7 610.793.1660

New Location! Location!

FFeaturing e turing 2013 Honor ea Honorary a y Chair ar Chairpersons: Kaufmann aufmann n persons: Joe and Jaimee K April Country SSaturday, aturday, A pril 27, 2013 201 13 -- 5:00-9:00pm -- Whitford Whitffo ord C ountry Club TTickets: ickets: $100 eac each ch or $85 each ffor or o g groups roup ps of six or mor more e TThere here will be a wonderful wonder ful selection selection of o live live and silent silent aution n items, items, great great food fo ood & entertainment. entertainment. Spac e is lim mited -- rreserve eserve your your tic ket ttoday!! oday!! Space limited ticket www.saffe eharboroffgw g or call 610.701.5680 610.701.5680 P lease join us u as w e rraise aise funds tto o ssupport upport the homeless men m and w omen in our ccommunity! ommunity! Please we women


March/April 2013

The New Office is Here By Neal Zimmerman, Dorset Connects As it does every three years, Microsoft is releasing a new version of its popular Office software suite. However, Office 2013 has some significant differences, especially in regards to installation and licenses that you should consider before choosing between the retail Office 2013 and its subscription based brother Office 365. The single biggest change in the new Office 2013 is that you can no longer buy the installation media; you can’t even download it! With an Office 2013 purchase, you simply get a card with a product key. You login to the Microsoft Office download site, enter the key and begin an online installation process. The new software installs in a “virtualized” environment called “Click to Run”. This method allows the software to be updated independently of Windows Update. Office 2013 also contains a major restriction in licensing: 1 licensed copy per device only. In other words, you can install Office 2013 on one PC and cannot transfer that license to a new PC. If you need to move Office to a new computer, Microsoft says “buy the subscription version instead”. And what is that subscription version: Office 365 Home Premium. If you are like many others, your family most likely has multiple computers at home: family PC, kids’ laptops, etc. With the subscription based version, you can install Office on up to five devices, greatly re-

March/April 2013

ducing the licensing costs. Office 365 comes with Word, PowerPoint, Excel and OneNote. Additionally, unlike the “retail version” you also get Outlook, Access and Publisher. The choice may come down to price: to purchase the full version of Office 2013 Professional (includes Word, Excel, PowerPoint, Outlook, Access and Publisher) will set you back about $400/PC. Compare that to the Office 365 Home Premium cost of $100/year, with the availability of installing on five computers, and the subscription version comes out way ahead. The subscription service also includes 20GB of storage space via Microsoft SkyDrive as well as 60 minutes/month of Skype, for making Internet calls. You can learn more about Office 365 and how it can work for your business by attending our upcoming Office 365 event online. Select the Office 365 link on our web site.

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March/April 2013

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March/April 2013

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Impact of Habits and Personal Behavior By Steve Coscia Many years ago, a mentor taught me an important lesson about behavioral development. I was in my early twenties and still impressionable. His succinct message was: First we form habits, then habits form us. His reasoning being that whatever behaviors a person adopted as either good or bad habits would impact that person’s advancement and overall circumstances. While I don’t remember the event that resulted in the mentor’s inculcation, the lesson stuck. Throughout my life, the mentor’s lesson resurfaced whenever I found myself in a rut due to poor performance. These dull episodes would soon result in an epiphany as the mentor’s reminder popped back into my consciousness. A simple example about habits and behaviors might be parental guidance in helping children develop good dental hygiene. The daily urging that “brushing your teeth” is important for good health and a proactive method for averting the dentist’s drill is learned by children and hopefully becomes a habit. The culmination of personal habits and behaviors result in a company’s culture along with the standard operating procedures. A procedure and a habit really are not too different in that they both yield consistent outcomes. In customer service operations that lack a standard operating procedure for call scripting, problem resolution and proper follow up, the likelihood for inconsistent performance is ripe. These inconsistencies result in a personality-based service delivery in which customers are at the mercy of a service professional’s personality, rather than a stable process. Therefore those service professionals, who excel, by virtue of their positive attitude or their par-

ent’s instruction about courtesy and respect for others, will improve customer retention, increase customer satisfaction and, as a reward, attract a disproportionate amount of the workload. The increased workload manifests itself in at least two simultaneous outcomes: (1) Customers aware of the behavioral inconsistencies will always request to be served by the better performers and (2) Managers will delegate more tasks to the more responsible subordinates thereby broadening the subordinate’s skills and ensuring more future delegation. Meanwhile, the poor performers hurt their employer’s reputation; add unnecessary escalated calls to their manager’s workload and wind up doing less than their more productive counterparts. Managers must expect the best, keep the bar high and practice fair workload distribution. This is easiest when everyone is a world-class performer. When mediocrity seeps into the service environment, then everyone loses – customers, front-line service professionals and managers. Steve Coscia ( of Coscia Communications writes, speaks and consults about customer service. His books, tapes and television appearances have helped thousands of business professionals.

Briar photography When image counts.

610-296-8323 20

March/April 2013


Saturday, S Saturday y, July 6, 2013 2 2013 Iron Hill Twilight Tw wilight Criterium Str Street S eet Sponsors @ the Kinetic Community Commuunity Festival Festival

Pro bike racing raccing excitement excitement and a family family fun inn downtown West Westt Chester! Spectators wi Spectators will ll rroar o as cycl oar cyclists ists are pushed to the ve very ry llimit, imit, nav navigating igating the challen challenging ging tur turns ns and n hhistoric downtown West Chester! business neess at the hear heartt of the iintense nttense eexcitement, sstraightaways traightaways iin istoric do wntown W est Ches C ter! Place yyour our busi xcitement, Kinetic Physical Therapy Community Festival, which public from iin n the Ki netic Phy ysical T herapy Commun ityy F estival, w hich is free too the pub lic and open fr om m 4pm - 9pm. The Community Festival bestt possib possible showcase local businesses activate brand T he Commun ity F estival is the bes le sho wcase ffor or many loca al busi nesses to ac tivate yyour our br and and connectt ddirectly community members attendance. The Greaterr W West Chester Chamberr connec irectly with w the 20,000+ commun nity membe rs iin n attendan ce. T he Greate est Che ester Chambe Commerce now offering businesses two levels options within Kinetic of Comme rce is no ow offe ring busi nesses tw wo ddistinct istinct leve ls of “Street “Streeet Sponsor” ” opti ons with in the Ki netic Community Festival: Community F estival:


“CAT 1”

Includes the following elements: r Community Festival display tent – includes designated space + 10’ x 10’ white, unbranded tent

Includes the following elements: r Community Festival display tent – includes designated space + 10’ x 10’ white, unbranded tent

r Sponsor banner on start/finish straightaway

r Right to use event marks & logos in advertising and promotions

r Right to use event marks & logos in advertising and promotions r Recognition as “Official Street Sponsor” in print guide. Payment must be received by Apr. 1, 2013. r Recognition as “Official Street Sponsor” on on-site sandwich board signs r Presence on website r One (1) ten-second (:10) customized commercial tag over PA system on race-day

r Recognition as “Official Street Sponsor” on on-site sandwich board signs r Presence on website INVESTMENT: $495

MEMBERS ONLY! Same benefits as the Cat 1 package, available only to GWCC members in good standing, with current membership through at least Dec. 31, 2013. Maximum of 10 available on first come / first serve basis. INVESTMENT: $295


Same benefits as the Cat 1 package, available only to not-for-profit, charitable organizations. Maximum of 4 available on first come / first serve basis by June 1, 2013. INVESTMENT: $350

r 2 VIP tix to Iron Hill Crit Club r 1 Complimentary entry in IHTC one-mile road race INVESTMENT: $995

Get in on the action and excitement citement of the Criterium, Ironn Hill TTwilight wilight w Criteri um, and take your sponsorship spo onsorship support too the streets in 2013!!

For F or 2013 Ir IIron on Hi Hill ll T Twilight w wilight Cr Criterium iterium Street Sponsor Sponsorship shhip Oppor Opportunities, tunities, pleas please se contac contact: t: Steve Scebe lo // Creati ve Pr opertiess /// 484.889.8917 /// Scebelo Creative Properties See more @ March/April 2013


USI Affinity Insurance Commits to Dedicating its Time, Expertise, and Guidance to our Chamber USIAffinityhasbeenaproudpartnerofourChamberformorethan15years,servingasan insuranceandbenefitsadvisortoourmembersandaregularsponsorofChamberevents.USI AffinitywillspendthenextyearkeepingmembersinformedaboutchangesintheHealth Insurancelandscape.USIwillhostwebinars&townhallsfeaturingexpertsinHealthCare Reform,publisharticles,emailblasts,andopenuptheircustomerservicephonelinestoall membersforhelpandguidance.YoudoNOThavetobeanexistingclientoftheirs.  SomecurrentNews: USIreportsthatPennsylvaniahasoptedagainstrunningtheirownHealthInsuranceExchange. ByFebruary15th,theywilldecideandnotifythefederalgovernmentwhetherornottheywish toenterintoafederallyfacilitatedexchangeorapartnershipexchange.Comespring,the Administrationwilllikelypublishmorerulesandregulationsregardingtheimplementationof thePatientProtectionandAffordableCareAct(PPACA).Specifically,finalrulesregarding actuarialvalue,exchanges,essentialhealthbenefits,guaranteedissueandinsurancereforms areexpectedlaterthisspring,asisadditionalguidanceforemployersandguidelinesfor brokers,likeUSIAffinity,regardinghealthinsuranceexchanges.Perhapsthemostanticipated regulationsdueoutthisyeararethefinalrulesonhowthefederalexchangeswillactuallywork. October1maybeoneofthemostanticipateddeadlinesoftheyearasitmarksthebeginningof openenrollmentinhealthinsuranceexchanges.  Bythefallof2013Affinityexpectstohaveabetterideaofhowmuchhealthreformwillreally cost.Asemployerswhooffercoverageandthosewhosellcoveragebeginsettingtheir2014 rates,themarketplacewilltrulyhaveaclearerunderstandingofhowmuchhealthreformwill costandimpactemployers. 

Settleinandbuckleyourseatbeltsbecause2013issuretobequitearide!Anddon’tcloseyour eyes.Maneuverthosepotholesandcurveswithyourinsuranceexpertasyourwingman. Remember,USIAffinityisjustaphonecallaway.Getanswerstoyourquestions.Forbusinesses withlessthan25employeescall1Ͳ800Ͳ265Ͳ2876ext6.Foremployergroupsofmorethan25 employeespleasecall610Ͳ537Ͳ1377.


March/April 2013

Chamber Chatter Bi-Monthly Advertising Rates Eighth Page/Business Card . . . . . . . . . . . . . . . . . . .$85 3.75” (w) x 2.25” (h)

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

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

Full Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$415 7.5” (w) x 10” (h)

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) 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.

March/April 2013


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Call your local financial advisor today. Jeff Kitchen Financial Advisor .

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

Member SIPC


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119 North High Street West Chester, PA 19380

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March-April 2013 Chatter  

March/April Chatter TSBL, 10 Grand, New Chair

March-April 2013 Chatter  

March/April Chatter TSBL, 10 Grand, New Chair