There are BIG benefits to serving local clients.
A recent HVAC Insider issue featured an article about my company’s Pennsylvania activity. No doubt that 2015 will include much more local work in serving nearby clients.
Read the entire HVAC Insider article below:
Steve Coscia rarely works in Pennsylvania. He usually travels throughout North America (USA and Canada) serving contractors and supply houses in world-class customer service skills. That all changed when Coscia focused on Pennsylvania companies in an attempt to minimize travel and maximize his local presence. “We were thrilled when Steve agreed to speak to our ACCA Pennsylvania chapter meeting,” says Rocco Pace, President of Oliver Heating and Cooling in Morton, PA. “Hosting a renowned speaker boosted meeting attendance and it ensures valuable instruction as a member benefit.”
The value that companies gain in Coscia’s seminars translate into increased call conversion among customers who seek a contractor for service or replacement of water heaters, furnaces and airconditioning equipment. The techniques that Coscia shares include listening, empathy and asking the right questions.
These skills work for technicians and phone professionals. And success hinges on a positive first impression.
Customers make assumptions during the first few seconds of a service encounter. Coscia tells service professionals that their fi rst impression often results in the customer’s final decision.
“When customers call to ask for a price, it’s the service professional’s job to shift the conversation from a transaction to a relationship,” says Coscia. “Caller inquiries must be handled with subtly and a reinforcement of the service professional’s willingness to help.”
Coscia’s work in Pennsylvania extends beyond company employees. He also serves trade school students who seek job placement after graduation. York Technical Institute (YTI) in York, PA has been teaching Coscia’s customer service textbooks and college curriculum for more than five years. Hundreds of YTI students have read Coscia’s Customer Service handbook and benefitted from his insight.
Local Clients – Big Benefits
Hundreds of YTI students have read Coscia’s Customer Service handbook.
YTI graduates have found employment at large regional companies such as APR Supply and smaller contractors throughout the state. “Contractors and supply houses nationwide, convey
their dissatisfaction with today’s younger workforce,” says Coscia. “Yes, it is more difficult to find teenagers who may not want a four-year university degree. They’d rather work with their hands and do something mechanical. Difficult, not impossible.”
It’s good to know that Coscia’s curriculum is helping the trades to focus on soft skills and customer service excellence, especially at a time when contractors struggle to attract and hire the best employees.
Homer Nine and Sons, a Pittsburgh based contractor, also invited Coscia to train their employees. “Steve’s advice was clear and concise. He made a suggestion, I followed it and saw immediate results. I wish everything I have tried in my department worked so smoothly,” said Jacob Woods, Service Manager at Homer Nine and Sons.
One of Coscia’s Philadelphia-based clients is Christian Heating and Air Conditioning. On a monthly basis, Coscia trains the technicians, the offi ce staff and supervisors. Dave Peppelman asked Coscia to boost the company’s service culture with a customer-centric attitude. Within weeks, Peppelman gained an ROI in greater efficiency and increased customer satisfaction.
When one of Christian’s many satisfied customer’s phoned to praise the company service, the call recording was played for employees as the evidence for their customer centric focus. 2015 looks like it will be even busier for Coscia as he continues to focus on the Pennsylvania region.