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Still Trekking…

Still Trekking…

Serving clients, driving across the USA and adding value where ever I go is the best job in the world.

This trek began on March 8th and I should return home on April 12th.  Afterwards, I head south to the Carolinas, Georgia and Alabama.  See my calendar to learn more about my whereabouts.

If your company is between Pennsylvania and the southern states, contact me about onsite training and consulting.

Doug Isley and I met at the annual PHCC CONNECT conference last September.  L.E. Isley & Sons is a world-class plumbing company serving the Indianapolis region.

Since the PHCC conference, Doug has invited me to company twice for onsite technician and office staff training.

Monica Koehl and Dawn Schwarzkopf proudly display their acrostic during our phone skills seminar.

After serving Midwest clients, I headed south through Arkansas in heavy rain.

A rock thrown by an upfront 18 wheeler found and cracked my truck’s windshield.  The crack was growing at a fast enough pace to cause concern so I pulled into a rest stop and phoned the Safelite folks.  A windshield replacement was scheduled for the following Monday in McAllen, Texas.

Nydia Cadriel is the glue that holds this Safelite location together.  Tino and Abraham were the technicians.

While in McAllen, I shared a meal with my good friends, Maggie Rodriguez and Roland Perez from Global AC and Heating.

Insightful talk, lots of laughs and much good food made this a special evening.  Meeting with friends eases the burden of being away from home.

The Conn’s Home Plus employees in McAllen are outstanding. Their willingness to engage in collaborative learning is profound considering that English is not their first language. What a terrific company!

Marc Shapiro, VP Service & Repair, shared that customer satisfaction improved in the cities where I had trained Conn’s Home Plus employees last November.  Positive news from satisfied clients makes me smile.

workforce development

After the Conn’s Home Plus McAllen seminar, I drove north to San Antonio to serve the Conn’s Home Plus call center.

The phone skills seminars were energetic and lively.  A few of the smiling CSRs posed for a photo.

A trek anecdote:

I walk into a Texas BBQ joint. “You want a BBQ plate?”, asks the woman at the counter. “Sure,” I reply. “Go take a seat,” she says, “we’ll bring it to you.” She puts down a slab of paper on my table. Then, she goes back and forth to the kitchen and assembles the BBQ plate. “Hmmmmm…” I think to myself, “where’s the plate?”.

Only in Texas.

If your company is between Pennsylvania and the southern states, contact me about onsite training and consulting.

The above events comprised only the first tens days of a four week trek.  There’s much more to post.  Stay tuned.

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Steve Coscia

The road from professional musician to thirty-year customer service veteran to best-selling author and speaker is not a typical career path, but Steve Coscia may have started a new trend.

Coscia is one of the most widely published and quoted authorities in the customer service industry. He has published more than 200 articles, four books and a series of training DVDs. His college curriculum is taught at institutions of higher learning throughout the United States and Canada.

This Post Has 4 Comments
  1. Hi Steve, it was so great to see you! It was nice to see our photo in your blog. I hope we can see you again soon. Have a great time on your trip! We’ll be speaking soon…

    Safe travels,

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