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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.

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 […]

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 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 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 […]

Customer Service Teamwork

Steve Coscia shares some insight on how teamwork improves 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.

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