Stop Analysis Paralysis–Make Better Management Decisions
Seminar attendees often ask me about time management. They’re interested in getting more done, being efficient and making better choices […]
Author: Steve Coscia, CSP
Steve Coscia, CSP is an industry expert that helps HVACR companies make more money through increased customer retention, improved upselling, and reduced job stress.
Cognitive Capture, Mind Drift, and Biases
During my seminars, attendees learn numerous relationship-building skills and one of the most vital skills is listening. Unfortunately, our smartphones […]
Commercial Contractors Thrive On Teamwork
One of my first clients was a commercial real estate developer who managed 103 million square feet of industrial and office properties in […]
Do Life and Work Skills Begin at Home?
At the start of 2019, I send you my best wishes for much good health, passionate customer relationships and business […]
Customer Education With Soft Skills
During the 1980s, anyone providing one-word career advice probably would have said “computers,” reasoning that high-tech’s pervasive growth into every […]
Saying No the Correct Way
Most business professionals face a daily dilemma when serving others. This challenge occurs more times than we’d care to admit. […]
The Emergence of Fix-It-Yourself Customers
Amazon.com will ship a condensing coil and a condensate pump to anyone. Today’s convenience-oriented customers wants it fast and easy. […]
Being In the Present – Here and Now
Earlier this year, I spoke at ACCA’s annual conference in Washington, D.C. My scheduled speech time was 2 pm, which […]
Contain Problems By Not Making Them Worse
When customers misbehave, it becomes paramount to focus on and fix “the problem” and not attempt to fix “the customer’s […]
HVAC Customer Service Trends – It’s All About Convenience
Customer preferences are changing away from the endless and conspicuous accumulation of possessions. In place of “buying more stuff”, there […]
Ignore Amazon.com at Your Own Peril
Readers of my Service Savvy column know that I invest lots of time behind the wheel of my pickup. All […]
Interruptions and Mind Drift
When people think about listening, they assume it is similar to hearing. This is a precarious misconception because it leads […]
Service Management System Dynamics
Each summer I invest a week serving as an athletic director at a Pennsylvania church camp. Most of the campers […]
Technicians, Dehydration, and Hot Summers
What does dehydration and technician behavior have in common? Keep reading. Enduring the rigors of hostile work environments, such as […]
The Millennial Workforce
Finding good employees is a concern among the mechanical contractors who I serve. In 2017, workforce shortage complaints in addition […]
Get It Done Right the First Time
Getting things done correctly the first time saves money, boosts efficiency and improves customer service. One important behavior that service […]
Are you Listening?
Steve Coscia explains what you need to do to really be listening to your clients.
Converting Phone Calls Into More Sales
Steve Coscia explains how to get better conversion rates on phone calls.
Service Management and Conflict Resolution
Steve Coscia examines how to handle conflict in the service department.
