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Page 1: Sept-Oct Chatter

ChatterThe Chamber

Providing Leadership and Opportunity for business

Member News & Information

2012 OfficersScott Mayes, Chairman

Comcast Spotlight

Timothy R. Jefferis, Chairman-ElectTD Bank

Chris Tolsdorf, Vice ChairmanTolsdorf Oil Lube Express

Rob Partridge, SecretaryWC Area School District

Donna Urian, TreasurerFischer Cunnane & Associates, Ltd.

Mike Brown, Past ChairmanKMRD Partners, Inc

Board of DirectorsMary Bigham

WCDish.com

Bryan BrocksonEDiS Construction & Development

Thomas CiccaroneParkway Dry Cleaners

John J. Cunningham, IVLamb McErlane PC

Ronald K. DellaVecchiaDellaVecchia, Reilly, Smith &

Boyd Funeral Home, Inc.

Guy T. Dunn1-800-905-GEEK / Geeks on Call

Mark ErnestFranklin Mint Federal Credit Union

Thomas GavinThe Chester County Hospital

Liz Golding1N Bank

Nicole GrebloskieArthur Hall Insurance

Bruce GriffinYMCA – West Chester Area

Frank JacquetteJacquette Consulting, Inc.

Mell JosephsStudent Services, Inc.

West Chester University

Jeannie McGinnMcGinn Marketing Works

Arlene McGranaghanDaily Local News

Patrick McKenna, Esq.Gawthrop Greenwood, PC

Andrew McMenaminDNB First

Brian MillerMars Drinks North America, LLC

Marisa PowellPietro’s/Nonna’s Restaurants

September/October 2012

www.greaterwestchester.com

For the Love of West ChesterVolunteer of the Year 2012

If you’re searching

for a definition of

“labor of love,” look

no further than

Todd Marcocci and

Amy Walp, of Under

the Sun Productions

and the MARS Drinks Old Fashioned

Christmas Parade. Todd and Amy be-

gan volunteering in 2005 to make the

annual parade a must-see event in

downtown West Chester as a way to

give back to the community.

First, they focused on the Christmas

tree. Then, it was new floats, including

a breathtaking ride for Santa. In 2006,

Under the Sun Productions began pro-

ducing the parade itself all on a volun-

teer basis. Since then, attendance at

the parade has grown from about 5,000

spectators to over 20,000. In 2009, USA

Today listed the parade as one of the

Top 10 Holiday events in the nation.

For their ongoing efforts on behalf of

West Chester and the Greater West

Chester Chamber of Commerce, Todd

and Amy will receive the Volunteer of

the Year Award for 2012. The award

will be presented at a luncheon on Oct.

16, 2012 at Penn Oaks Golf Club.

In nominating the pair, Chamber

continued to page 13

In addition to working on over 550

cars a month, Dave, Laura and

Jonathan Aloisio and the staff of Dave’s

Automotive Repair Enterprise (DARE),

West Chester go above and beyond

when it comes to providing customer

service and being involved in the com-

munity. This ability to cover all the

bases when it comes to customer sat-

isfaction is the reason the business has

been successful for over 35 years.

It’s also the reason the Greater West

Chester Chamber of Commerce

(GWCC) named DARE its 2012 Business

of the Year. The award, presented an-

nually to a Chamber member for out-

standing achievement in the business

community and the Greater West

Chester community-at-large, will be pre-

sented at a luncheon to be held Oct. 16,

2012 at Penn Oaks Golf Club.

“DARE is an outstanding business in

so many ways,’’ said Mark Yoder, GWCC

president. “The Aloisio Family knows

how to do it all from taking care of cars,

to taking care of customers, to caring

about the community. They do it all

and do it all well. The Chamber is proud

to recognize them for their ongoingcontinued to page 11

Going the Extra Mile Leads to SuccessBusiness of the Year 2012

By Dorothy Kennedy

By Dorothy Kennedy

Page 3: Sept-Oct Chatter

WELCOME NEW MEMBERSWELCOME NEW MEMBERS

September/October 2012 www.greaterwestchester.com 3

Binder & Canno Bret M. Binder803 W. Market St.West Chester, PA 19382484-648-1814; Fax [email protected]

Clothes Mentor Chris Barnett1369 Wilmington PikeWest Chester, PA [email protected]/clothesmentorwestchesterpaConsignment

Delaware Valley Business Referral Group Mr. Tom Mannc/o Penn Office Products510 E. Barnard St., #24West Chester, PA [email protected] Organization

Devon Financial Partners, LLC Mr. Billy Muldowney744 W. Lancaster Ave., Ste. 235Wayne, PA 19087610-293-8319; Fax 610-293-8399billy_muldowney@devon-financial.comwww.devon-financial.comFinancial Services

Fieldhouse Wellness Mr. Frank Brady255 Great Valley Pkwy., Suite 140Malvern, PA 19355610-981-6400; Fax 610-981-6402info@fieldhousewellness.comwww.fieldhousewellness.comChiropractor

Fig West Chester / Moxie House LLC Ms. Deborah Brandt153 E. King St., Suite 212Lancaster, PA 17602717-394-7737deborah@moxiehouse.comwww.figwestchester.comPublishers (Print or Online)

Four Seasons Lawn Management Mr. Joe Fanning200 W. Hilltop Rd.West Chester, PA [email protected] Service

Ms. Danielle Friel400 Devon Dr.Exton, PA [email protected]/Public Relations

Jay Gundel & Associates, Inc. Mr. Jay Gundel300 Foulk Rd., Suite 1AWilmington, DE 19803302-658-1674; Fax [email protected]

Hotel Warner Ms. Lisa Stephens120 N. High St.West Chester, PA [email protected]

New York Life Mr. Zachary Jardine555 E. City Ave., Suite 800Bala Cynwyd, PA [email protected]

Massage Envy Spa, West Chester Ms. Kate Diffenderfer1107 West Chester PikeWest Chester, PA 19382610-701-4300; Fax 484-905-5090kate.diffenderfer@massageenvy.comwww.massageenvy.comMassage Therapy Service

Roots Cafe Mr. Daniel Cellucci8 W. Gay StreetWest Chester, PA 19380484-887-8290info@rootscafewc.comwww.rootscafewc.comRestaurant/Cafe

Take Shape For Life / Medifast Ms. Tina O'Brien1007 Shiloh Rd.West Chester, PA 19382610-389-3499healthyhabits4life@verizon.netwww.truenorth.tsfl.comHealth Services & Products

Wells Fargo Home Mortgage Mr. Gus Laserna999 West Chester PikeWest Chester, PA 19382610-732-1078; Fax [email protected] Companies

Chamber StaffMark J. Yoder Dave Fairman

President Director of Membership

Maggie O’NeillOffice Operations Director

Bethany HenryMember Services Coordinator

Chamber of Commerce of Greater West Chester119 North High Street t: 610.696.4046West Chester, PA 19380 f: 610.696.9110www.greaterwestchester.com

Page 4: Sept-Oct Chatter

4 www.greaterwestchester.com September/October 2012

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Page 5: Sept-Oct Chatter

September/October 2012 www.greaterwestchester.com 5

On a recent business trip

to Ohio, I drove across our

beautiful state via the Pennsyl-

vania Turnpike. During my first

rest stop, on the Pennsylvania

Turnpike, I decided to buy a

fresh cup of coffee. The

woman who worked the food

counter had a great sense of en-

ergy and enthusiasm – she was

obviously a morning person. “How may I help you?”

The pervasive aroma of brewing coffee, fresh-baked

pastries, sizzling bacon and fried eggs filled the

room and created an appetizing ambiance.

When it was my turn I ordered my coffee,

pulled a five dollar bill out of my wallet and as I

handed over the money to the woman, she asked,

“Would you like a breakfast sandwich - they’re

fresh?” So there I stood cash in hand, in the pres-

ence of an upbeat person who invited me to taste

the food which filled the room with its enticing

aroma. A positive response added $2.50 to my total.

After she handed me the coffee and breakfast

sandwich, along with a nice “thank you,” I stepped to

the side to add a little milk to my coffee. I overheard

the next transaction in which a customer ordered a

cup of coffee and sure enough, this woman made the

same suggestion which resulted in another breakfast

sandwich sale. This added another $2.50 to her cash

register.

Being curious, I waited in the lobby, ate my

breakfast sandwich, and watched this counter per-

son serve more customers. She sold an additional

four breakfast sandwiches in about five minutes.

This woman’s sense of timing was outstanding. She

waited until a customer’s wallet or purse was out,

Upselling and Maximizing RevenueBy Steve Coscia

Steve Coscia ([email protected]) of Coscia Communications

writes, speaks and consults about customer service. His books,

tapes and television appearances have helped thousands of

business professionals.

with cash in hand and then she asked her upselling

question along with the value proposition, “They’re

fresh.” Wow, I thought – that’s an additional $10.00

every five minutes which could translate into

$120.00 an hour. As I walked back to my car, I re-

marked to myself that this woman understood how

to upsell.

For many professionals upselling is one of the

least understood business behaviors, which can

have a most dramatic impact on revenue and prof-

itability.

Opportunities to upsell abound in every busi-

ness segment. When executed with courtesy and

skill along with a good sense of timing, upselling

can add significant revenue to orders. The key to

upselling success is management’s reinforcement of

the correct upselling behaviors.

19 S. High St., West Chester, PA 19382 Fax: 610.436.0117 e:[email protected]

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Page 6: Sept-Oct Chatter

6 www.greaterwestchester.com September/October 2012

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In the next few months you will begin to see an exciting and dynamic new Chamber campaign

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This valuable program will directly connect Chamber member businesses with customers and the

community. Set to launch in early 2013, you will begin to see the Think.Shop.Buy.Local logo on a

plethora of Chamber communications. If you would like to learn more about this exciting opportunity,

please call the Chamber at 610-696-4046.

Special thanks to the enthusiastic members of the Chamber's Marketing Committee for their hard work and dedication to creating this new offering from the

Greater West Chester Chamber of Commerce.

Page 7: Sept-Oct Chatter

September/October 2012 www.greaterwestchester.com 7

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

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

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

continue each month through December 2012.

CONGRATULATIONS to the following businesses who were picked in a lottery drawing of Chamber businesses

that renewed their memberships in June and July 2012:

Ms. Jane Antley, CPA

Ms. Megan BreenAquaterra Technologies, Inc.

Mr. Ross WeidmanBarclay Friends

Mr. Frank HerronBarnaby's West Chester

Dr. Mary HarrisCabrini College

Mrs. Laura CarlinoCarlino's Market

Mr. Kevin KellyChester County Running Store

Mr. Glenn D'AscenzoD'Ascenzo's Gelato

Mr. Sean KerchnerFed Ex Ground

Mr. Richard StiebritzFischer Cunnane & Associates, Ltd.

Ms. Brigette MilliganFox Chase Bank

Mr. Jack EnrightFred Beans Ford Lincoln Mercury of West Chester

Mr. Mike TrotmanThe Goddard School / West Chester

Mr. Ian McGannI.M. Construction Ltd.

Mr. Marty GruszkaLegacy Wealth Management

Mr. JB BraunMain Line Today

Ms. Dana BrownNational Penn Bank

Mr. Joe StrattonStratton's Wynnorr Farm

Ms. Mary BighamWC Dish LLC

Mr. Rob PartridgeWest Chester Area School District

GOLF MEMBERSHIP WINNERS

Page 8: Sept-Oct Chatter

8 www.greaterwestchester.com September/October 2012

Audit planning is not just for ac-

countants. It is important that our

clients understand and participate

in the planning and performance

of the audit. We plan the audit to

use our time efficiently and to min-

imize the disruption to your em-

ployees and office processes. I

have outlined below ways to help

us perform an efficient audit.

• The attitude at the top is key. If leadership see’s

the audit as a waste of time or inconvenience, it can be

more difficult to obtain information we need. Employees

should identify the audit not only as a necessary process,

but one that can benefit the growth and development of

the entity.

• Take the time to meet with the lead auditor to

discuss any changes since the prior year. This allows us

to take into account any changes that need to be made to

the audit plan before we arrive at your office. Changes in

personnel, software changes or business process can all

cause changes in the planned audit.

• Let us know if you have any specific concerns.

Much of our work depends on small samples and analysis.

If we are aware of something that concerns you, we can di-

rect extra attention to that area.

• Review the item request list we provide. Make

sure that the materials requested are available. If for

Audit planning for businesses and non-profitsBy Kathy Wileczek

Kathy Wileczek, CPA ([email protected]) is with Maillie,

Falconiero & Company, LLP. We are one of the leading regional ac-

counting, tax and advisory firms in Southeastern Pennsylvania. Our

client service philosophy has helped forge an excellent working re-

lationship with our diverse client base.

some reason something won’t be ready, let us know so we

can plan around it and not have to duplicate or redo

work.

• Make sure the employees we need to work with

will be available during our time at your office. This may

mean coordinating vacations and other time off. If a key

person is not available, it could cause wasted time for

everyone.

• Please give us adequate work space. It can be dif-

ficult to supervise the work of several staff while working

in the middle of a busy office. Many of the documents we

use are confidential and shouldn’t be in the open.

• Informal conversations as the work progresses

can be helpful to your existing processes. As outside ob-

servers, we notice the office environment, moral and work

loads. We work with a variety industries, client sizes and

software packages.

The annual audit can be an expensive undertaking, in

both your time and your company's money. However, the

audit can be more of an investment than an expense if au-

ditors are free to analyze and evaluate accounts and pro-

cedures, rather than preparing accounting-type schedules.

This can be achieved only through preparation, coordi-

nation and cooperation among the teams involved in the

audit.

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610-692-3900 � www.bvhvac.com PA031124

Page 9: Sept-Oct Chatter

September/October 2012 www.greaterwestchester.com 9

Every part of the Harmony House, from the land it sits on to the landscaping in the yard has been donated by businesses in our community. The home is currently for sale and 100% of the proceeds from this sale will be divided between two West Chester homeless shelters Safe Harbor and Friends Association. We hope you will stop by and join us as we celebrate . RSVP: Glenda (610) 431-3598 X219 ([email protected]) Your donation to Harmony House Project is greatly appreciated.

Thank you Jack Loew, Eli Kahn, Gary Toll and everyone who donated materials, labor and talents:

For more information about the sale of Harmony House and this project:

Mailto:[email protected] www.MikeMcDaid.com

Direct: 610.363.4869 www.harmonyhousewc.com

Page 10: Sept-Oct Chatter

10 www.greaterwestchester.com September/October 2012

It’s that dreaded time of year

again for supervisors and employ-

ees: time to complete Performance

Appraisals. A performance ap-

praisal is a constructive and uni-

form tool used to evaluate an

employee’s performance and ability

to meet pre-set goals. The appraisal

is a two-way conversation between a supervisor and

employee that results in an understanding of where the

employee fits into the larger organization, what the em-

ployee has achieved, and a set of specific goals for the

coming year that will enhance the organization and the

employee’s role in it. The performance appraisal consists

of mini-reviews, culminating in a larger discussion be-

tween the supervisor and employee. What is a simple

way to facilitate this shared conversation? Many organ-

izations utilize an Employee Self-Appraisal, which has

pros and cons.

The self-appraisal helps the employee prepare for the

performance review by allowing the employee to self as-

sess his/her accomplishments, critically evaluate his/her

own performance, and help manage expectations, which

may reduce the potential for conflict. Furthermore, the

self-appraisal assists in making the performance review

an open conversation. The supervisor and employee

can discuss the similarities and differences between the

two appraisals, facilitating a healthy discussion that mo-

tivates the employee and forms new common goals for

the coming year.

The Self-Appraisal System does have drawbacks. For

example, the supervisor may use the self-appraisal, and

only make small changes or not complete a separate

performance appraisal. Another negative is the self-ap-

praisal creates a potential misunderstanding between

the employee and supervisor because the employee

may believe the official performance appraisal repre-

sents a common agreement. However, the performance

appraisal is the supervisor’s opinion on the employee’s

quality of work, and the self-appraisal is an additional

tool to qualify that opinion. Furthermore, employees

with unrealistic expectations or inflated sense of per-

formance will have an opportunity to exaggerate his/her

opinion in writing. A report by the Beacon Group found

that employees tend to overrate their abilities. From an

anecdotal standpoint, however, in my personal experi-

ence, employees tend to be tougher on themselves when

rating their performance.

Based on our experience, supervisors and employees

should utilize a Self-Appraisal System. The employee

should submit the self-appraisal in advance of the formal

review meeting so the supervisor can refer to it, and use

the similarities and differences as talking points during the

discussion. The self-appraisal should have a space for the

employee to make an informal list of accomplishments

during the appraisal period. Finally, the supervisor must be

trained on how to complete performance appraisals, and

effectively communicate expectations, performance in-

formation, and consequences to the employee. The train-

ing will provide the supervisor with confidence in handling

a potentially stressful situation, and allow the supervisor

to help the employee create realistic goals and develop-

ment plans for the next appraisal period. With these rec-

ommendations, the performance appraisal process need

not be so terrifying.

How Self-Appraisals Help the Performance Review ExperienceBy Peter R. Johnson of Peter R. Johnson & Company

Peter R. Johnson & Company is a West Chester based compensation

consulting firm that provides total compensation plan design and pro-

gram management. Our experienced staff of compensation consult-

ants 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 informa-

tion on this topic, reach us at www.prjandco.com or 610-436-6114.

Page 11: Sept-Oct Chatter

September/October 2012 www.greaterwestchester.com 11

Going the Extra Mile Leads to Success continued page 1

Eric N. Shelly DMD Margaret Lee DMD

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success and commitment to the greater West Chester

community.’’

A native of Brooklyn, NY, Dave Alosio grew up in

Newark, NJ where his earliest ambition was to race

cars. He joined the Marine Corps eight days after turn-

ing 17. While stationed in North Carolina he met his first

wife, Linda, who was from Kennett Square. Trained as an

architectural draftsman in the Marines, Dave worked for

an architectural firm in Wilm., DE after moving to

Chester County after getting out of the service. He

ended up working in the racing world where he learned

to fix cars by being around them.

In 1976, he began repairing cars and rebuilding en-

gines in his one-man automotive shop on Gay Street next

to the D-K Diner. The business grew quickly and within

eight months DARE moved to its current location on

Bolmar and Union Streets. Dave’s son, Jonathan, started

in the shop as a mechanic in 1987, working after class

while he was still in high school. Daughter Laura came

on board in 1998 to manage the business. Today, the

family-owned and operated business includes 8 full-

time and 2 part-time employees.

“We pride ourselves on personal service and cus-

tomer satisfaction,” said Laura. “From oil changes to

complete engine overhauls, our skilled technicians are

versed in all types of diagnostic and automotive repair.

Our goal is to have all our customers feel like they are

an extended part of our family.”

DARE has always taken an active role in supporting lo-

cal schools and organizations in particular the West

Chester YMCA, where Dave now serves on the Board of

Directors. DARE joined GWCC in 2009 and quickly began

participating in a variety of events and programs in-

cluding the Chamber’s Education Foundation, Golf

Outing, Christmas Parade, $10Grand event and hosting

and attending networking events.

After learning of the award, Dave said he couldn’t

have been more surprised or delighted.

“It is an honor to be chosen as Business of the Year by

the Chamber of Commerce,” he said. “Having Laura and

Jonathan taking over the business has afforded me the

time to do the things I always wanted to do as far as get-

ting involved in the community and helping out. To me

success is measured by what a company does for the

community. I am truly honored to win this award and

proud to be able to help out especially after being in the

community for 37 years.”

Page 12: Sept-Oct Chatter

12 www.greaterwestchester.com September/October 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 June and July 2012. Thank you for your ongoing support of the Greater

West Chester Chamber of Commerce.

Members between 30 years or moreWest Chester Area School District

Bliss & Company, Ltd., CPA'

20 - 29 yearsNational Penn Bank

William M. Dunleavy and Company Inc.

10 - 19 yearsBarclay Friends

Radley Run Country Club

Stratton's Wynnorr Farm

RE/MAX Main Line - K. Galese

Christian Science Reading Room

Cape May Creations

Delaware County Community College

Maulo & Company, Ltd., CPA's

The Hickman

Main Line Today

Jane Antley, CPA

Internet Research and Development

Charles A. Dulin Inc.

Fred Beans Ford Lincoln Mercury of West Chester

3 - 9 yearsGiunta Enterprises, Inc.

Jester & Saldivar Associates

The West Goshen Goddard School

Brandywine Ballet Company

The Goddard School / West Chester

Aquaterra Technologies, Inc.

Connections Program, Elwyn, Inc.

Fischer Cunnane & Associates, Ltd.

Chester County Running Store

Bonefish Grill

Fox Chase Bank

Back Office Thinking

M&T Bank

Barnaby's West Chester

Carlino's Market

AVE Downingtown

Law Offices of David M. Melchiorre, LLC

Sharples Works Apartments

Jones Termite & Pest Control, Inc.

I.M. Construction Ltd.

John S. Clayton, D.O.

Applecross Country Club

Cabrini College

First Liberty Partners, LLC

Fed Ex Ground

Timlyn Vaughan Photography

1 - 2 yearsCakes and Candies by Maryellen

Lisa Wolfe Music, LLC

D'Ascenzo's Gelato

Legacy Wealth Management

The Honorable Dan Truitt

Bridge of Hope / Lancaster & Chester Co.

WC Dish LLC

Thank You to Our Renewing Members in June & July 2012

CleanersMore

And More...

Page 13: Sept-Oct Chatter

13 www.greaterwestchester.com September/October 2012

$79 Tune-Up Special

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835 Lincoln Ave. Unit A-1, West Chester 610.701.9020

Board member Mell Josephs highlighted their year-

round volunteer commitment of time and talent to the

event and the community.

“What it takes to assemble an exciting and diverse rep-

resentation of our community with a focus on audience

reaction is extensive, year after year including the pre-

planning, the organizing and the set-up,” she said. “They

do this not only as a labor of love for parades but for the

love of this community.”

“Under the Sun utilizes its own supplies and assem-

bles an experienced team to operate/direct the parade

itself,” Josephs continued. “Their contact with 6 ABC

and the ABC celebrities is amazing. Todd and Amy have

really put this event in the spotlight.”

Marcocci, president of Under the Sun, is a native of

Dudley, PA. He made West Chester his home after grad-

uating from West Chester University in 1987. In 1998, he

founded Under the Sun Productions, Inc. a full-service

production company serving the special events, march-

ing band, and color guard industries.

Walp, a native of Dallas, PA, also came to WCU and

never left. After working in an environmental science lab

for several years and spending all her vacation days

helping Todd with events, she came to work for Under

the Sun in 1999 and is now its parade associate pro-

ducer/project manager.

Since it was established, Under the Sun has produced,

co-produced or has assisted in coordinating various as-

pects of events near and far including the Philadelphia

Thanksgiving Day Parade, National Cherry Blossom

Parade, National Memorial Day Parade, National

Independence Day Parade, Magnificent Mile Light’s

Festival, Philadelphia’s Independence Day Parade,

Hershey Centennial Parade, National Boy Scouts

Centennial Parade, Daytona 500 Pre-Race Show,

Welcome America, Penn’s Landing New Year Fireworks,

Disney Christmas Parade, Marian Anderson Award pro-

cession, Ridge and Rendell Gubernatorial Parades, and

the Phillies’ World Champion-World Series Parade. Todd

also served as segment producer for the Nicholas Cage

Film “Lord of War” and also a Snapple commercial with

famed director Spike Lee. Todd’s expertise in the march-

ing band and color guard industry has been on display

around the world in over 800 choreographed perform-

ances.

Winning the award from the Chamber came as a com-

plete surprise to Amy and Todd.

"It has always been our intent to give back to the com-

munity with a huge gift of entertainment and excite-

ment,” Marcocci said. "Each year, as we have witnessed

the attendance grow, it certainly has been gratifying

knowing our gift is unwrapped before so many eyes."

“Giving back to our community was the driving force

in assisting with the parade and tree lighting,” Walp

said. “I consider it our gift to the town in which we live

and work. It means so much to see people stop and take

their picture by the tree or to see the endless rows of

smiles on the kids’ faces at the parade each year.”

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For the Love of West Chester continued page 1

Page 14: Sept-Oct Chatter

September/October 2012 www.greaterwestchester.com 14

Drop the Dead Weight-- Fire the SlugsBy Donna Saul

Never burn out your best people.

It’s one of the most important things

I’ve learned in business, and the one

dirty little secret your employees

won’t tell you—they’re tired of carry-

ing dead weight co-workers who don’t

produce, who drag down morale, and

otherwise derail bottom line produc-

tivity. Work is hard enough, and

frankly, they’ve been wondering when you would act.

Firing the slugs is good for productivity, good for re-

tention and, contrary to what some might believe, it’s

also good turnover. Bad turnover is when key perform-

ers leave and your organization is left with a huge void

that affects the performance of your entire organization,

and your bottom line. This is not to say that ‘extra’ is-

n’t required of everyone these days, but you know who

is an asset to your business and carrying a fair load, and

who is not.

Turnover is costly, and firing people is never fun. But

sometimes it must be done for the good of the entire or-

ganization. Depending on which study you read, the im-

pact of (bad) turnover ranges from three months of

salary for low level employees, to as high as 400 percent

of the annual salary of a senior person. That’s a lot of

money—and a lot of experience—that walks out your

door. To maximize your organization’s performance,

make a conscious commitment to good retention prac-

tices.

Here are five actions you can take to retain your best

people and keep performance and morale high:

1. Fire the Slugs. Hold people accountable for their

performance, and if that doesn’t solve the problem, ter-

minate them with respect and dignity. Bonus: Your

good performers will love you.

2. Start Top-Down: Assess your supervisory and

management team. More than 70 percent of employees

say one of the worst things about their job is their boss,

so find out what’s wrong and fix it. Identify the prima

donnas, the untrustworthy, the micromanaging control

freaks, the whiners, complainers, and blamers. Provide

basic supervisory training and a plan to improve their

performance continuously. As the one in charge, take

ownership of this process and make it happen. Besides

increasing sales, having the right employees in the right

jobs doing the right things is fundamental to success.

3. Clean House: Once you’ve identified the non-per-

formers, and poor managers, make sure they are re-

sponding to training and showing significant improvement.

If not, remove them and replace them with someone who

does what is truly required for that position. If they are not

responding, and there’s not another slot where they can be

effective, remove them from your organization in a kind,

professional manner.

4. Be Visible: Visibility drives retention, so walk

around. Talk to your people, your customers, your sup-

pliers, visit with supervisors, help your delivery trucks

load and unload. You get the point. See what’s really go-

ing on, and be honest with yourself about what you hear

and observe. Let your people know you are there and that

you care. The point here is to lead by example. If your em-

ployees like you, they are less likely to leave you.

5. Care About Your People: Sounds simple but it

doesn’t always happen. If you don’t care about your peo-

ple, your bottom line will reflect that. Caring is the reason

people stay. If you don’t, they won’t. It’s that simple.

Donna Saul is a business strategist and consultant with a proven track

record of success in working with business owners to increase sales,

make more money, improve productivity and build a better bottom

line. She can be reached at [email protected], or via the web at

www.donnasaul.com.

Page 15: Sept-Oct Chatter

15 www.greaterwestchester.com September/October 2012

Longwood Goes Wireless!Supplied by Dorset Connects

Have you been to Longwood

Gardens recently? If not, what are

you waiting for?!! There is a

fabulous installation by British

artist and light designer Bruce

Munro. It only lasts through

September 29th, so don’t put it

off any longer! Be sure to call

ahead as they have insti-

tuted timed ticketing and tickets

can be limited during the evenings.

You’ll want to go at dusk and be there in time as the

sunlight fades and the lights come to life. There are

several separate installations with different effects

beginning near the Italian Water Garden to the right

after you exit the visitor center. After the initial flower

walk display, proceed to the meadow where you will

come upon a dramatic field of “towers” made of

hundreds of liter bottles filled with liquid and fiber

optic cables that carry light, creating a wonderful

panorama of colors. Mood music magically fills the air

as you walk around, or sit along the meadow foliage

soaking in the lights, music, and stars.

Don’t forget to walk up toward the original du Pont

house and check out the tree house and woods filled

with a sea of 20,000 fixtures.

As you walk along the exhibit, you may notice little

signs that describe what you are seeing, and there may

be a QR code – one of those new crazy squares that look

like a small crossword puzzle. If you have a smartphone,

you can download a free QR reader application and

point it at the QR code on the sign to take you to a

download link for the Longwood application for the

Bruce Munro exhibit. My advice is to download the

application BEFORE you go to the show. You don’t want

to miss part of the show because you are fiddling with

a download to your smartphone! Go to the app store

now and search for “Longwood Gardens”. You will see

the free “Light” application. Get it now and check it out!

Then you can focus on the show while you are there

instead of figuring out how to get the app on your

phone. If you must play with your phone, you can get on

the public wireless which is called “GardenWIFI”.

Longwood is just starting to roll out wireless features,

such as iPads for Docent use to enhance their ability to

share information about the exhibits. You can also get

iPods for rent. I’m sure you will see new creative

technology features for the wireless network coming

out over time as more mobile devices are incorpo

rated into the customer experience.

Dorset Connects provided the wireless network and it

was an extraordinary pleasure to work at this location.

If you have any questions about wireless technology

to enhance business operations, please let us know.

There are many exciting applications available.

PRE-HALLOWEEN BUSINESS CARD EXCHANGE

AT DORSET CONNECTS

OCTOBER 30, TUESDAY, 5:30-7:30PM

Catered by Ted Pace's Brandywine Catering

The Dorset House is haunted, cobwebs hanging

Tombstones are rattling, rocking and clanging.

Chamber members will shriek with scary delight

When they see the surprises on this eve of fright

night!

6 Station Way Road Chadds Ford, PA 19317

Dorset Connects office 484-845-1600

Follow the signs to the office because of one way

streets. Office is behind the gas station across the

street from Hank's Place at Rt. 1/100.

15 mins. from Chamber office

[email protected].

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

Briar photography610-296-8323

briarphotography.com

When image counts.

Page 16: Sept-Oct Chatter

16 www.greaterwestchester.com September/October 2012

Sun Mon Tue Wed Thu Fri Sat 1

2 3 Labor Day

4 5 6 7 8

9 10 11 12 13 14 15

16 17 Rosh Hashanah

18 19 20 21 22 First Day of Autumn

23 24 25 26 27 28 29

30

BUSINESS CARD EXCHANGE

of Chester County I suggest you attend!

900 Lawrence Dr., West Chester

Wednesday, September 12

FREE for members $10 for non-members

5:30pm ~ 7:30pm

COFFEE CONNECTION

New facility but not new to dentistry! Dr. Bekyan welcomes you to her office for

coffee, light breakfast, and to meet other members.

1558 McDaniel Dr., West Chester (located in Westtown Medical Plaza off of Route 3)

Thursday, September 20 7:45am ~ 9:00am

Come be apart of ALN and help us clean up the cigarette butts

that pollute downtown followed up by a happy hour.

Thursday, September 27 3:00pm 5:00pm

MEMBERSHIP LUNCHEON Tuesday, September 25

Congressman Jim Gerlach and Congressman Pat Meehan will join the Greater West Chester Chamber of Commerce at our September Luncheon to give us a federal legislative update.

This is our opportunity to hear from the United States Congressmen from our area and ask them questions on what

affects us and our businesses.

Concord Country Club 1601 Wilmington Pike, West Chester

11:45am 1:00pm $25 for Members

$35 for Non-Members

Page 17: Sept-Oct Chatter

September/October 2012 www.greaterwestchester.com 17

Sun Mon Tue Wed Thu Fri Sat 1 2 3 4 5 6

7 8 Columbus Day

9 10 11 12 13

14 15 16 17 18 19 20

21 22 23 24 25 26 27

28 29 30 31

Membership Luncheon

Business and Volunteer of the Year

This year we honor two recipients who have shown dedication to their business and community.

Business of the Year Volunteers of the Year

Todd Marcocci & Amy Walp

Tuesday, Oct. 16 Penn Oaks Golf Club 150 Penn Oaks Dr., West Chester 11:45am ~ 1:00pm $25 for Members $35 for General

COFFEE CONNECTION

Come view this beautiful facility located right in Downtown.

400 N. Walnut St., West Chester

Thursday, October 4 7:45am ~ 9:00am FREE for members $10 for General

GALLERY WALK

Friday, October 5 Downtown West Chester

5:00pm ~ 9:00pm

Come experience the West Chester

Arts

BUSINESS CARD EXCHANGE

The house is haunted, cobwebs hanging, tombstones are rattling, rocking , and clang-ing. Chamber members will shriek with scary delight when they see this eve of fright night.

6 Station Way Road, Chadds Ford

Tuesday, October 30 5:30pm 7:30pm

FREE for members; $10 for General

Page 18: Sept-Oct Chatter

18 www.greaterwestchester.com September/October 2012

We Mean Business.

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

Gawthrop Greenwood, PC Attorneys at Law

Call 610.696.8225 or visit uswww.gawthrop.com

Page 19: Sept-Oct Chatter

September/October 2012 www.greaterwestchester.com 19

For 60 dedicated years, The Arc of Chester County has

been the premier provider of programs for individuals

with intellectual and developmental disabilities and

their families. As an integral part of the community and

loyal Chamber member, The Arc serves more than 3,000

families every year. The organization proudly offers a

wide arrange of services that support and empower in-

dividuals in each phase of their life, even preparing

them to join the workforce.

There are many powerful reasons why a Chamber

member should consider hiring individuals with dis-

abilities. Since 1985, The Arc has been opening doors to

help adults with disabilities find jobs in the community

through Comprehensive Employment Services (CES).

These are real jobs in the hospitality, retail, automotive

and other industries. CES is currently supporting more

than 60 workers in the community, and last year, 32

adults were placed in new jobs. Carol Huyett, The Arc’s

CES Director, shares a little about this unique partner-

ship, “We seek to meet the needs of both the employees

and employers by linking businesses with qualified,

dedicated workers. Employers tell me that they are

thrilled with the low turn-over rate they experience.

CES has an impressive 98% job retention rate. Sam’s

Club and Barclay Friends are two local businesses who

actively support this employment opportunity. The big

secret employers share with us is these individuals

have great attendance and truly look forward to work.

Employers also benefit from significant tax credit and

deduction opportunities.”

October is National Disability Awareness Month, but

for The Arc of Chester County, employment for individ-

uals with disabilities is a year-round focus. Hiring an in-

dividual with a disability can transform a workplace,

give it a try. Call 610-696-8090 to learn more about The

Arc’s services, or visit arcofchestercounty.org/get-

involved and find out how you can make a difference.

GWCC CHAMBER BUSINESS CARD EXCHANGE

It’s a Birthday Party!

Enjoy catered food by Arianna’s, Beer & Wine & More

Surprises

Wed., Sept. 13 from 5:30-7:30pm

At The Arc of Chester County

900 Lawrence Drive, West Chester, PA 19380, 610-696-

8090

RSVP to Bethany at 610-696-4046 or [email protected]

Making a Difference For 60 Years!

Page 20: Sept-Oct Chatter

September/October 2012 www.greaterwestchester.com 20

AN INTERNET CONNECTED DEVICE IN EVERY ROOM???Since the early 1990’s the introduction of internet has

continued to drastically impact varying modes of com-

munication. In fact, it’s hard to believe what life was like

prior to Google and Yahoo and, if you ask any teenager,

the thought of not having internet is mind boggling.

Studies conduced by iYogi Insights revealed that an av-

erage household of more than two members has as

many as eleven internet connected devices! A number

which will more than likely increase as new intercon-

nected devices are introduced to the digital landscape.

According to Phoenixville Chamber of Commerce

member Guy Dunn, “an increase in technology will un-

doubtedly lead to an increased dependence on profes-

sional and reliable technology support.” The 5th largest

franchise owner of Geeks on Call, Guy is an expert in

technology and definitely knows what he is talking

about, further stating that “there will be a heightened

need for computer/network monitoring and remote sup-

port.” For this reason, consumers will undoubtedly ben-

efit from a comprehensive suite of tech support options

such as: remote support calls, preventive maintenance

and monitoring. This approach allows for a more pre-

ventive approach in that common issues are identified

and diffused; a solution Geeks on Call currently offers.

Aside from his franchise business, Guy is also an ac-

complished author who has recently penned two books.

The first, a self-help reference manual to help navigate

some not so complicated techni-

cal issues on your own is entitled,

“Maybe You CAN Do It Yourself—

Quick Computer Fixes For The

Non-Geek.” His second book,

“Networking For Business In Good

Times and Bad,” provides tools

necessary for networking in a

more effective and efficient man-

ner.

With Guy in your corner, having interconnected de-

vices doesn’t have to be a headache! Plus, always a

consummate networker, Guy can teach you how to build

beneficial and long lasting business relationships.

About Guy Dunn—A Geeks on Call franchise owner

since 2006, Guy has 8 territories within the Philadelphia

and New York Metro Areas. His books, “Maybe You CAN

Do It Yourself—Quick Computer Fixes For The Non-

Geek,” and “Networking For Business in Good Times

and Bad are available on Amazon and Kindle or by vis-

iting http://www.maybeyoucandoityourself.com or

http://networkingforbusiness.com

For more information on Geeks on Call visit

www.geeksoncall.com or contact Guy at

guy.dunn@geeksoncall

Page 21: Sept-Oct Chatter

HARRISBURG, PA -

Mark Yoder,

President and Tim

Jefferis, Chairman-

Elect of the Greater

West Chester

Chamber of

Commerce, along

with representatives

of the Pennsylvania

Chamber of Business and Industry and other local

chamber leaders from across the Commonwealth, at-

tended a breakfast policy discussion with Gov. Tom

Corbett on Thursday, July 12 at the Governor’s

Residence in Harrisburg.

The program was organized by the PA Chamber and

the Governor’s Office, and welcomed the presi-

dents/executive directors of numerous statewide local

chamber partners. The agenda included opening re-

marks by the governor, followed by a discussion on the

newly adopted state budget and policy issues of con-

cern to job creators.

“As governor, my top priority is private sector job

creation,” Gov. Tom Corbett said. “I am committed to

creating an economic environment where state govern-

ment and business can work together to ensure job

growth across the commonwealth.”

PA Chamber President Gene Barr applauded the gov-

ernor for his ongoing efforts to make Pennsylvania a

state that is more inviting to business growth and job

creation, pointing to a state budget that continues to

right-size state government; injects innovation and new

efficiencies into the delivery of government services;

helps the private sector hire workers and grow; and en-

sures a greater quality of education for more

Pennsylvania students.

Barr also thanked Corbett for taking time to meet per-

sonally with Pennsylvania’s local chamber of commerce

leaders.

“Local chamber officials are on the front lines of eco-

nomic development and job creation within their re-

spective communities,” Barr said. “While we share the

collective mission to improve the Commonwelath’s

overall business climate, local officials also brings di-

verse and unique concerns and prospective to the table.

The event was a great opportunity to discuss the

progress being made to foster job creation and business

growth, as well as share ideas about what is still needed

to continue moving Pennsylvania forward.

21 www.greaterwestchester.com September/October 2012

Greater West Chester Chamber of Commerce participates in budget, policy discussion with Gov. Tom Corbett

Mark Yoder, President GWCC; Gov. Tom Cor-

bett; Tim Jefferis, Chairman-Elect

Page 22: Sept-Oct Chatter

22 www.greaterwestchester.com September/October 2012

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Page 23: Sept-Oct Chatter

Chamber Chatter

Bi-Monthly Advertising Rates

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

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

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

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

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

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

September/October 2012 www.greaterwestchester.com 23

At Edward Jones, you’ll get more than respect. We’ll helpyour business gain a financial advantage. Together, we candesign an individual program for your business, with thekinds of tools and options you’ll really use, such as:

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

USI Affinity is the trusted source and insurance administrator for the Greater West Chester Chamber of Commerce.

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