This is Episode 58 of This Old New Business weekly business podcast with Jeff Korhan.
In this episode, we learn how Steve Coscia carved out an expert niche in an industry where he previously had no previous experience. Now he is the go-to customer service expert in that industry with a jam-packed schedule of speaking and consulting events.
Steve Coscia helps his mechanical trades clients make more money through improved customer retention and increased upselling. He is a customer service, supply chain and logistics management expert and author of numerous business books, videos and audio programs.

Introduce Your Expertise to The Industry

Having a service background, Steve Coscia first discovered, and then exploited a need in the mechanical trades industries (HVAC, plumbing, fire protection) to provide customer experience training for managers and technicians.
It turns out these interpersonal or so-called “soft skills” are more important than ever for business success. To establish his expertise within the industry, Coscia published an instructional handbook that has now become the leading textbook in over 130 colleges in the United States and Canada.
While Steve Coscia’s blog and social media generate the majority of his business leads, it is the book published over 20 years ago, and now in its 4th edition, that is the foundation of his marketing.
While technology training of all kinds is in high demand, businesses, associations and institutions come back to speakers and consultants like Steve Coscia for help with the core competencies. Whether your business hires or provides educational services, this is an important reminder that people drive the customer experience.

I’d love to hear your thoughts on discovering and developing an expert niche. Meet me over on Twitter to take the conversation further.

Key Take-Aways

• In the audio Steve mentions the National Speakers Association (NSA), of which we are both active members. Learn more about NSA here.
• If you would like to get in touch with Steve, feel free to give him a call at 610-853-9836.
• Learn more about Steve Coscia’s work and take advantage of the resources he offers at Coscia.com

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About the Author:  Jeff Korhan, MBA, is the author of Built-In Social: Essential Social Marketing Practices for Every Small Business and host of This Old New Business podcast.
He helps organizations use media to create exceptional customer experiences that drive business growth in a digital, social and global world. Connect with Jeff on LinkedIn, Twitter, Facebook, and Google+