The Chamber
Chatter
Member News & Information May/June 2013
Providing Leadership and Opportunity for business
Education Foundation The Greater West Chester Chamber of Commerce Education Foundation invites 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 Bethany@gwcc.org or call 610-6964046. Tickets are $25 members/$35 general.
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 successful 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 address 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
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you to check out our newly launched, mobile friendly website, www.GreaterWestChester.com. The new website will allow 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 incentive. 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 resources!
WELCOME NEW MEMBERS The Alternative Board (TAB) / PA & Ohio Valley
The Marketing Department
Mr. Spencer Deane 3990 Ashland Drive P.O. Box 799 Skippack, PA 19474 215-256-6408; Fax 610-584-6405 sdeane@tabpaohvalley.com www.tabpaohvalley.com Coaching: Business & Personal
Ms. Carey Civitella 237 E. Gay St. West Chester, PA 19380 484-266-0812; Fax 484-266-0815 ccivitella@tmdworldwide.com www.tmdwestchester.com Marketing/Public Relations
American Heart Association
Ms. Khristian Toolan 710 Wilmington Road New Castle, DE 19702 302-325-1759; Fax 302-325-2064 Khristian@marlingswaterremoval.com www.marlingswaterremoval.com Water & Fire Restoration
Ms. Allyson Lindauer 1617 JFK Blvd., Suite 700 Philadelphia, PA 19103 215-575-5239; Fax 215-575-5298 allyson.lindauer@heart.org www.heart.org/phillywalk Not-For-Profit Organization
Chester County Computer Corner Mr. Christopher Reagoso 40 S. High Street West Chester, PA 19382 610-441-7222; Fax 610-441-7337 service@afdaniel.com www.AFDaniel.com Computers Services
College Hunks Hauling Junk Mr. Michael Ort 701 S. Franklin St. West Chester, PA 19382 717-903-6433 mike.ort@1800junkusa.com www.collegehunkshaulingjunk.com/location/chester-c Refuse Removal
ESC Janitorial & Maintenance Services Mr. Chris Patten 720 E. Market St. West Chester, PA 19382 800-610-2210; Fax 610-692-9884 cpatten@escbuildingservices.com 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 info@highland-bc.org www.highland-bc.org Churches May/June 2013
Marling's Emergency Water Removal
Nutrition Does It Ms. Anita Vasko 113 N. High St. West Chester, PA 19380 484-995-7357 anita@nutritiondoesit.com www.nutritiondoesit.com Nutrition & Weight Loss
Roll Dogz Ms. Jakie Yassen 22 N. Darlington St. West Chester, PA 19380 610-430-0570 rolldogzwc@gmail.com www.roll-dogz.com Restaurant/Cafe
SaladWorks Mr. Mike Forese 106 W. Gay Street West Chester, PA 19380 610-918-8500; Fax 610-873-0758 mforese@comcast.net Restaurant/Cafe
SB Designs Ms. Sandra Brune 835 Topaz Dr. West Chester, PA 19382 610-738-4624 dsbrune@verizon.net www.sbgraphicdesigns.com Graphic Design continued to page 4 www.greaterwestchester.com
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Welcome New Members continued page 3
John Serock Catering Mr. John Serock 835 Lincoln Ave., A-2 West Chester, PA 19380 610-640-2836; Fax 610-344-7466 john@serockcatering.com 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 belderkin@tactix.com www.tactix.com Real Estate
Temenos Conference & Retreat Center Rev. Christine Campbell 1564 Telegraph Road West Chester, PA 19382 610-696-8145; Fax 610-696-7335 information@temenosretreat.org www.temenosretreat.org Conference/Retreat/Reception Center
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Tish Boutique Ms. Ashley Tischler 138 E. Gay St. West Chester, PA 19380 610-692-7500 sales@tishstyle.com www.tishstyle.com Apparel
Women in Motion Dining & Networking.org
Chamber Staff Mark J. Yoder President
Mrs. Dee Rogevich P.O. Box 72433 Thorndale, PA 19372 610-384-0405 dee@wimnetworking.com www.wimnetworking.com Membership Organization
Dave Fairman Director of Membership
YMCA Oscar Lasko Youth Program Center
Chamber of Commerce of Greater West Chester 119 North High Street West Chester, PA 19380
Ms. Helen Flanders 1 E. Chestnut St. West Chester, PA 19380 610-696-9622; Fax 610-692-8712 hflanders@ymcabwv.org www.ymcabwv.org Fitness 4
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Maggie O’Neill Office Operations Director Bethany Henry Member Services Coordinator
t: 610.696.4046 f: 610.696.9110 www.greaterwestchester.com
May/June 2013
HOW TO DETERMINE THE BEST PRICE FOR YOUR PRODUCT OR SERVICE -A Brief and Unofficial Primer to Getting it Right By: 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 company, you may have to study every factor affecting it to create a proper price point—the sweet spot where expenses end and profit begins. The challenge is that sweet spot varies depending on market share, positioning, strategic objectives, methodology, competition and more. But until and unless you determine 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 properly-- cost of goods and operating expenses. Cost of goods includes every cost up to and including shipping and handling— raw materials, plus any additional costs necessary to get the merchandise into inventory 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—physically 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 expenses: what does it cost you to run your business including 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 valuation, 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 related to operating the business. (Selling your products or service below cost will put you out of business, so let’s igMay/June 2013
nore the concept of loss leaders unless you’re a mega-giant in your industry or can afford to take the hit otherwise.) 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, promotional tactics) • Estimate the demand curve (customer preferences, prices of related goods, income, number of potential buyers, expectations of a price change) •
Calculate costs (fixed and variable)
• Consider environmental factors (competitor actions, 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 breakeven ultimately will be determined by the consumer-what are they willing to pay for your specific product/service? 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
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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 February and March 2013 Mr. Matt Haas AAA Mid-Atlantic
Mr. Don Syracuse High Street Caffe
Mr. Kerry Acker Acker's Cleaning
Dr. Deborah L. Kahn
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. 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
May/June 2013
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A Different Side of Estate Planning As an accountant I work with clients through many life events some happy, some not. One of the most difficult transitions occurs at the death of the financial caretaker. In addition to the loss of a life time companion, the surviving spouse must face the reality of managing the family’s finances. Wikipedia defines estate planning as “the process of anticipating and arranging for the disposal of an estate. Estate planning typically attempts to eliminate uncertainties over the administration of a probate and maximize the value of the estate by reducing taxes and other 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 managers. Depending on family wealth and needs, there are a variety of trusts or asset reallocations that may be implemented to minimize taxes and preserve the value of the estate. Each family needs to consider the process and practicalities of transferring the financial housework. 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 efficient. While most couples discuss major financial decisions, the day to day responsibilities tend to be
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By Kathy Wileczek invisible to the non-financial spouse. Technology, online transactions and paperless billing can make the task of recreating the obligations and payment cycles difficult if no instructions are left behind. The information should be kept in a safe accessible place. Safe deposit 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 description of purpose for all open accounts. • Listing of open loan and credit accounts including billing cycle, account numbers and payment method. Don’t forget to include annual bills for insurances. 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, financial advisor and insurance agent. • Prepare a schedule of where to find other important 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. 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.
May/June 2013
Thank You to Our Renewing Members in February and March 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 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 May/June 2013
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 continued to page 10 www.greaterwestchester.com
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Renewing Members continued page 9
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
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Gallery
West Chester
Experience the Culture that is West Chester
Walk
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
17 Art Showings Friday evening June 7, 2013 \ 5 to 9 pm Co-Sponsored by
Sunset Hill Jewelers and Fine Arts Gallery BUSINESS IMPROVEMENT DISTRICT
Featuring the Exhibit
® 5 Gallery Opening Previews The Art Trust Gallery at Meridian Bank The 5 Senses Kent Studios at Z Gallery Sunset Hill Jewelers and Fine Arts Gallery Visual Expansion Gallery 12 Special Shows for One Night Only Chester County Art Association DNB First FAIRMAN’S Skate Shop Founds Funeral Home Franklin Mint Federal Credit Union Fulton Bank The Hickman Hotel Warner Mainline Men’s Custom Clothiers Presented by Morgan Stanley Penwick Design Tish Boutique Gallery Walk is held twice a year on the 1st Friday in May & October. For more information: 610.696.4046
GreaterWestChester.com
May/June 2013
So You Have A New Compensation Plan - Now What? By Peter R. Johnson of Peter R. Johnson & Company 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 analysis 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 performance 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 unacceptable answer that they have no control over pay – it’s an H.R. thing! We have also found that taking steps to demystify the
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 relevant 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 total compensation. That compensation includes insured benefits, government mandated benefits and other benefit programs such as paid time off. This is the “total rewards” 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 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, please reach us at www.prjandco.com or 610-436-6114.
Briar photography When image counts.
610-296-8323 briarphotography.com
May/June 2013
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How to Determine... continued page 5 to upsell and cross-sell to your customer base successfully. If you want to gain more profit, then you might consider 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 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 donna@donnasaul.com, or via the web at www.donnasaul.com.
WEST CHESTER PRESENTED BY GREATER WEST CHESTER CHAMBER OF COMMERCE
SATURDAY, JULY 6
DOWNTOWN WEST CHESTER
PRO BIKE RACING FAMILY FUN RUN IF YOU DARE THE ACTION BEGINS AT 4 P.M.
+++ 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 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, promotional tactics) • Estimate the demand curve (customer preferences, prices of related goods, income, number of potential buyers, expectations of a price change) •
WEST CHESTER DENTAL ARTS
KIDS’ RACE IGHT CRITERIUM ILIG TWILIGHT TWIL ILLL TW ON HHILL IRON IR PRO BIKE RACE TOLSDORF AMATEUR BIKE RACING EXPRESS MILE MARKET STREET 8AM TO 3PM BAYARD RUSTIN HIGH SCHOOL BLOCK PARTY BUNGEE JUMPING Explore all the day’s excitement online: KIDS’ ZONE IRONHILLTWILIGHTCRITERIUM.COM KINETIC PHYSICAL THERAPY COMMUNITY FESTIVAL GREAT FOOD Presented by the West Chester Cycling Classic, a subsidiary of the Greater West Chester Chamber of Commerce Part of the USA CRITS Championship Series
Calculate costs (fixed and variable)
• Consider environmental factors (competitor actions, legal constraints, etc.) • Set pricing objectives (maximize profit, revenue, quantity; recover costs, stabilization, survival, etc.) •
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Date selected for 9th Annual Iron Hill Twilight Criterium in West Chester 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 thousands 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 invitational 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 addition to the list of competitive events. Joining the roster of bike racing, including the Amateur Men’s Bike
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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 amateurs and elite runners an opportunity to test themselves against their peers in an all-out one-mile sprint. Among the many popular highlights that will be returning 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 familyfriendly celebration,” said Mr. Yoder. “Whether you want to ride, run or cheer on the athletes, West Chester will have you covered!” -End-
May/June 2013
Anger, a Bucket and a Customer (The ABC’s of Stress Relief) By Steve Coscia If you are a customer service professional, you might speak with scores of customers daily and most are pleasant, a few can be difficult, but you tolerate it. Nothing you can not handle, just aggravation. One customer blames you for damage resulting from a rough freight carrier. Another is frustrated about your service policy. 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 experience. Investing a moment or two in rational thought will spare you much angst and quite possibly save
your company money by preventing a loss in productivity. 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 psychological attempts to do so. Psychological flight manifests itself as apathy or discourteous behavior. This type of conduct creates distance and is contrary to the practice of building closer relationships through empathy and genuine concern. Psychological fight might be exhibited as aggressive or retaliatory behavior, which is unacceptable in an industry where it is essential to use restraint rather than retaliation. 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 service, formulating creative solutions to customer problems is easiest when you remain calm. 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.
2013-2014 2013-201 14 Membership Membersship Directory Directtory Don’t Miss Your Chanc Chance ce to Advertise!
In n pa partnership artnership with the W West eest Chester C Ar Area ea S School chool District, istrrict,, al alll families in the district distrrict plus every ever y member of thee Chamber wil willl rreceive eceive a cop ccopyy of the GW GWCC CC MembershipDirectory. Mem mbershipDirector y. This rrespresents espresents a distribution distribution of 13 13,000 ,000 loc local al consumers! Consumers onssumers and ffellow eellow Chamber Cham mber Members wil willl be encouraged ncou uraged to ThinkShopBuy...LOCAL ThinkShopBu uyy...L . OCAL from from YOU YOU a me member mber of the Greater Greater West Weesst Chester Chamber. Chamberr. 13K
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May/June 2013
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There’s a Fresh New Face in Town: Massage Envy Spa West Chester In November 2011 Kate Diffenderfer opened a new concept in West Chester Massage Envy, the nations’ pioneer 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 community. Diffenderfer fully embraces the healing and restorative aspects of massage therapy, and understands firsthand that pain and stress can take a devastating toll on the body. Massage Envy Spa offers both unique skin care treatments and rejuvenating massage therapy –administered by professional licensed estheticians and massage therapists. Introductory massages are available for just $49. Treatments are available at convenient times, even on weeknights and weekends. What’s more, Murad healthy skin facials are only $59 for firsttime 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
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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 locations 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.
May/June 2013
Chamber Chatter Bi-Monthly Advertising Rates
YOUR BUSINESS DESERVES
Eighth Page/Business Card . . . . . . . . . . . . . . . . . . .$85
THE SAME RESPECT YOU GIVE YOUR CUSTOMERS.
3.75” (w) x 2.25” (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)
T Wide Range of Investment Options and Strategies
Call your local financial advisor today.
Jeff Kitchen, AAMS® Financial Advisor .
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
www.edwardjones.com
Member SIPC
Financial Advisor .
704 West Nields Street Suite G West Chester, PA 19382 610-436-4101
May/June 2013
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