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- Upselling – Timing is Everything On a recent business trip to Ohio, I drove across our beautiful state via the Pennsylvania Turnpike. During my first rest stop, on the Pennsylvania Turnpike, I decided to buy a fresh cup of coffee….Read More
Category Archives: Management
Tablets Impact on PC Industry Change
Based on the AMERICAN CUSTOMER SATISFACTION INDEX (ACSI), customer satisfaction with personal computers of all types (desktop, laptop, and tablet) is at an all-time high of 80%, up 2.6% from the 78% score of 2010 and 2011. Part of the … Continue reading
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged acsi, change, coscia, customer service, start, steve coscia, tablet
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Paula Cole’s Next Album Release – RAVEN
Paula Cole’s next album will be an independent release entitled, Raven, and she is raising the production money through fan pledges. For me, Paula’s live performances are emotional and very personal. Saw her perform at the World Cafe in Philadelphia last … Continue reading
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged coscia, music, paula cole, steve coscia
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Pre-Speech – Piano Jazz
Most conference centers are designed to accommodate seminars, registration activity and the usual business networking. I rarely see a piano in a conference foyer. So, imagine my surprise when I found a beautiful, white baby grand piano just outside the … Continue reading
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged comfortech, coscia, customer service, music, piano
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Trade School Students – Candid and Courageous
Last week, a group of candid and courageous trade school students at Laney College in Oakland, California taught me an interesting lesson. How? Keep reading. It all began years ago, when I met Nick Kyriakopedi, Laney College’s HVAC and Electrical … Continue reading
What Are Contractors Really Saying About Trade Schools?
The August issue of Contractor Magazine features statistics from our survey entitled: What Contractors are Really Saying About Trade Schools. Click here to download the complete survey. See the Contractor Magazine cover here.
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged college, contractor, customer service, hvac, plumbing, soft skills, survey, trade school
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A blast from the past. It may surprise you.
Compiling 30 year-old photos into a high-tech collage can be fun. I used Animoto to create this 30 second compilation. Enjoy! Click on the link below. Steve-animoto_video
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged coscia, customer service, hvac, irate customers, music, plumbing, service, service excellence, steve coscia, tele-stress
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Employers Can’t Find Skilled Workers!
How can this be? ManpowerGroup, a world leader in the workforce solutions, reports that 49 percent of U.S. employers are experiencing difficulty filling mission critical positions within their organizations. According to the more than 1,300 U.S. employers surveyed, the positions … Continue reading
Posted in Customer Service, Hospitality, Management, Uncategorized
Tagged employment, help-wanted, hvac, job, jobs, labor, manpower, plumbing, service, skills, soft skills, trades
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