Human vs AI: The Customer Service Edge Small Businesses Can't Ignore With Jessica Volker

S5:E37 Small business owners: your phone experience is part of your brand. In this episode, Jessica Volker (Business Development Director at Responsive Answering Service) sits down with Dr. LL and breaks down why "scripted and offshore" support is driving customers crazy. She shares how human-first answering, smart automation, and better processes can protect your reputation and capture more leads. Top takeaways and timestamps: ⏱️3:56 — Why overly scripted customer service destroys trust (and how to sound human again) ⏱️5:36 — The answering service evolution: from "take a message" to virtual receptionist + CRM/EHR updates  ⏱️7:28 — AI in customer service: where it helps (wrap-up tasks) and where humans still win ⏱️12:33 — Work-life reality: how flexibility creates better employees (and better outcomes) ⏱️20:53 — What's coming in 2026: expanded omnichannel support (social, email, text, scheduling, integrations) Follow us on social media: YouTube: https://www.youtube.com/@Midlifesuccess Instagram: https://instagram.com/steerus Facebook: https://facebook.com/steerus LinkedIn: https://www.linkedin.com/company/steerus TikTok: http://tiktok.com/@steerus   #SmallBusiness #Entrepreneur #CustomerService #CustomerExperience #AnsweringService #smallbizstories

S5:E36 In this episode of Small Biz Stories, Dr. LL sits down with Cary Prejean, founder of Strategic Business Advisors, to unpack a bold but proven claim: most business owners are the biggest bottleneck to their own growth. With decades of experience helping companies scale profitably, Cary explains why micromanagement kills morale, how lack of systems traps founders in the day-to-day, and what it actually takes to double profits — sometimes in as little as 9 months. This conversation goes deep into leadership psychology, trust, processes, and the mindset shifts required to move from stressed operator to confident owner. If you want a business that runs without you hovering — and still grows — this episode is required listening. ⏱️ Value Timestamps 03:22–03:50 — The moment founders shift from overworked W-2 employee to real business owner. 05:10–06:35 — Why micromanagement destroys trust, morale, and productivity (and how owners cause it unintentionally).  08:41–09:18 — The hard truth: If you can't step away, you're the bottleneck. 18:49–19:12 — How asking employees for solutions creates ownership (vs. issuing commands).  29:11–29:26 — The math behind doubling profits: small 1–2% improvements across key strategies.    ✴️ Don't forget to follow us everywhere! YouTube: https://www.youtube.com/@Midlifesuccess Instagram: https://instagram.com/steerus Facebook: https://facebook.com/steerus LinkedIn: https://www.linkedin.com/company/steerus TikTok: http://tiktok.com/@steerus #SmallBusinessGrowth #Entrepreneur #Leadership #BusinessSystems #ScaleYourBusiness #ProfitStrategy #smallbusiness

S5:E35 In this episode of Small Biz Stories, Dr. LL sits down with Iri Greco, co-founder of Brakethrough Media, to talk about why stock photos are killing your brand – and what to do instead. Iri shares how she builds authentic, human-centered photo 📸 and video 🎥 for small and mid-size brands, why the future of marketing is less content but more meaning, and how solopreneurs can get high-quality visuals without monthly photo shoots. You'll hear how she turned a nonlinear career (chef to food stylist to producer to media founder) into a visual storytelling studio that survived the 2008 recession and COVID. And she shares why community, connection, and lived experiences are now the strongest "growth hacks" your brand can have.  ⌚Timestamps with Takeaway Tips 00:08:21 – 00:08:53 — "Less content, more meaning." Iri explains the shift away from "feed the machine" posting toward less frequent but more meaningful, story-driven content. Small brands don't need to flood the feed; they need clear stories and human moments. 00:11:31 – 00:12:23 — Design an experience, not just an ad. She breaks down how brands can think in terms of brand experiences instead of just ads: scenes, feelings, shared moments, not just product shots. 00:12:49 – 00:13:18 — How to mix pro shoots with DIY content. Iri gives practical advice: use pro shoots strategically for anchor content, then fill the gaps with simple behind-the-scenes content you create yourself. You don't have to choose between "all pro" or "all DIY." 00:15:35 – 00:16:13 — Hate being on camera? This is your workaround. She explains why you shouldn't force a camera-averse founder onto video. Instead, she uses direction + environment to help people relax – or suggests using a brand ambassador if you truly can't stand being on camera. 00:21:26 – 00:22:13 — Why pop-up events are exploding. Iri talks about the rise of intimate pop-ups and IRL experiences as an antidote to digital overload. For small businesses, this is a powerful way to build real relationships, not just collect likes. "Bonus" timestamp: 00:26:37 – 00:31:19 — The power of a nonlinear career. Iri walks through her journey from chef → food stylist → producer → media founder and gives implicit permission to pivot when you outgrow a role. Learn more about Iri and her work: ✴️https://www.brakethroughstudios.com/ ✴️https://www.brakethroughstudios.com/portfolio/portraits-business-headshots ✴️https://www.brakethroughstudios.com/portfolio/events-activations Don't forget to follow our YouTube channel  ⁨@Midlifesuccess⁩  - we'd love it if you did!  #entrepreneur #smallbusiness #photography #smallbizstories #marketing #storytelling

S5:E34 In this episode of Small Biz Stories, Dr. LL sits down with the brilliant, intuitive, plant-loving fractional CFO Natalia Zacharin, a woman (and DEBT-SLAYER) who sees patterns in numbers the way gardeners see growth in spring. What starts as a conversation about debt and bookkeeping unfolds into a deeply relatable discussion on emotional decision-making, confidence, financial empowerment, and learning to trust yourself as a founder. Natalia shares why so many entrepreneurs unintentionally bleed cash, how EIDL loans became both a lifeline and a trap, and the real reason checking your bank balance is not the same as knowing your financial health. She talks pricing, delegation, forecasting, and how to find "hidden money" inside your business without burning yourself out or giving up lattes or joy. Her advice is firm, but nurturing, and she displays high emotional and intellectual intelligence. She delivers a 1-2 punch with strategy with heart. Just what women entrepreneurs (and honestly, all business owners) need more of. If you've ever felt guilty raising prices, avoided looking at your books, or delayed firing someone because you're kind and human, this episode is going to feel like a deep exhale and a warm "you've got this." 🔥 Key Moments + Value Timestamps (With special guest appearances — The Cat) 🐱 Time Moment 04:21 — How cheap EIDL loans quietly became long-term business debt many founders now feel trapped by. 06:08 — Natalia reveals the #1 financial mistake she sees: founders don't review their numbers, they just hope they're okay. 09:04 — We debunk the myth: "My CPA will figure it out later." Spoiler: that's how profit leaks happen. 10:28 — CAT CAMEO #1 🐾 Kitty strolls into frame like she owns the company. 11:04 — Natalia breaks down how forecasting works even when you "have no idea what you'll make."  13:50 — Where to find "hidden money" in your business: pricing, subscriptions, efficiency and people.  14:53–15:45 — Permission slip moment: You're allowed to raise your prices without guilt. 17:16 — Why women often undercharge + fire slowly and how Natalia trains herself to stay firm with love.  20:13–21:10 — The 3-interview hiring method + why character and culture fit matter more than resumes. 24:21 — CAT CAMEO #2 🐈 Everyone politely pretends to keep talking while the cat insists on being acknowledged. 25:47 — What business schools should teach: financials + SALES (even if you hate it). 27:55 — A mic-drop moment: don't outsource sales until you're near $750K in revenue. 32:42–33:58 — Girl Scout wine-opening survival story — worth the episode alone. 😂🍷 You can learn more about Natalia and her accounting services for small businesses here: 👉https://zacharinconsulting.com/   Don't forget to 👍LIKE this episode and ✴️ follow  ⁨@Midlifesuccess⁩  on YouTube! #entrepreneur #smallbusiness #money #accounting #podcast #SmallBizStories

S5:E33 In this episode of Small Biz Stories, Dr. LL sits down with Stephen Sakach, founder of aiCMO.io, to unpack how small businesses can use AI without losing the human, emotional core of their brand. Stephen has spent years sitting between technology, marketing and leadership — and he's using that experience to build an "AI CMO" that doesn't just spit out content, but helps founders think more clearly, act more ethically, and market more effectively. In this conversation, you'll learn: 00:06:16 – Why more tools isn't the answer, and how to put boundaries around tech so it serves your business instead of swallowing your time and attention. 00:08:33 – How to root your marketing in emotional truth (not just features and funnels) so customers actually feel the change your product creates. 00:11:40 – Stephen's vision for AI as a collaborator that nudges you toward better, more empathetic decisions instead of optimizing for profit at all costs. 00:13:15 – The hidden cost of saying you care about people and the planet in your messaging… while your behind-the-scenes behavior tells a different story. 00:19:12 – How to treat AI like a surfboard, not a life raft—using small experiments, feedback and data instead of gambling your whole marketing budget on hunches. If you've ever thought "I know I should be using AI and better marketing… but I don't want to become a robot or sound like everyone else," this episode is your blueprint. You can learn also listen to Steven here: 👉 Producer and Host of The Bliss Business Podcast 👉 https://aicmo.io/about-us   ✴️ And don't forget to subscribe to our YouTube channel  ⁨@Midlifesuccess⁩  and follow us at STEERus #smallbusiness #marketing #ai #cmo #entrepreneur

In this episode S5:E32 of Small Biz Stories, Dr. LL sits down with Jeremy Bower, founder of Givr Packaging, chemical-engineer-turned-eco-entrepreneur, and one of the most refreshingly honest voices in sustainability. Jeremy doesn't just sell boxes — he rethinks packaging from the ground up. You'll hear how his background in paper science (yes, they actually award degrees for this specialty science and Jeremy has one) and sustainability led him to start Givr Packaging, why he fights to protect small businesses from predatory packaging minimums, and the surprising truth: most small businesses get packaging wrong and waste thousands. From sustainable materials like bio-polymers and chitin foam, to the brutal realities of recycling, to Jeremy's no-minimum-order philosophy that helps startups scale responsibly — this episode is packed with practical insights and contrarian wisdom. ⏱️ Timestamp Highlights (Entrepreneur Value Moments) [3:03] — "I'm good at contrarian thinking." → Jeremy shares how seeing holes others miss gives him a competitive edge. [7:25] — "We give sustainable startups traction they'd never get on their own." → How Giver helps eco-innovators break into the market. [14:16] — "Our minimum order is one. People are shocked." → Why serving tiny startups can produce massive long-term wins. [20:57] — "Get paid. Protect yourself. Only 2% will try to screw you — but they will." → Critical advice for entrepreneurs dealing with receivables, contracts, and bad actors. [24:02] — "Don't print your boxes. You don't need it." → The #1 packaging mistake entrepreneurs make that wastes thousands — and what to do instead. AND here's a first - we would have easily kept talking for another hour or so, but we lost power due to a thunderstorm and that was the end of the show!   Clearly he has something against the letter "E" ... but you can follow Jamie: 👉 Instagram  ⁨@boxbuildr⁩  👉 Web https://givrpackaging.com   ✴️ You can follow @STEERus on Instagram and @MidlifeSuccess on YouTube  #smallbusiness #entrepreneur #packaging #waste #sustainability

S5:E31 In this radiant and deeply human episode of Small Biz Stories, Dr. LL sits down with Dr. Roz, founder of the Love Revolution and creator of the Debt-Free Degree movement. Together, they unpack how love, intention, and emotional presence can transform not only your relationships — but also your leadership, your business, and your day-to-day life. Dr. Roz shares her philosophy of letting others voluntarily evolve (the real meaning behind Let Them), how to lead with compassion even when life is chaotic, and how entrepreneurs can infuse love into their brand, team, and daily choices. This episode is warm, funny, raw, and revolutionary. If you've been feeling drained, disconnected, or discouraged, this conversation will light you up. ⏱️ Timestamp Highlights (5-6 moments with value for entrepreneurs) [4:23] — "I'm good at love." Dr. Roz explains how knowing your core identity gives you business clarity and confidence. [9:00] — "Love is letting others voluntarily evolve." A powerful reframe for entrepreneurs dealing with difficult clients, team members, or partners. [12:11] — "Love is intentionality — not conditions." Why conditional relationships (professionally or personally) destroy collaboration — and how to fix it. [20:17] — Handling conflict with compassion. Her "restaurant story" becomes a masterclass in emotional intelligence and leadership under pressure. [36:22] — "Your day is better if YOU feel better." A mindset reset for entrepreneurs who constantly push through burnout. [45:07] — "Why not always choose love?" Dr. Roz delivers a groundbreaking truth: positivity is a competitive advantage.     #love #relationship #business #connection  

S5:E30 Tired of agencies that overpromise, underdeliver, and burn your cash? Meet Brandon Willington, the straight-talking founder of WHERE U? [https://whereu.com.au/], who teaches small business owners how to generate their own leads—fast. And profitably. All without losing their minds. From humble beginnings as a broke DJ in Perth to spending $4,000+ a day on ads, Brandon has cracked the code on simple, scalable marketing. He calls it "Chadvertising" no fancy funnels, no endless A/B tests, just basic things done well. If you've ever been burned by a marketing agency (or a couple of them!!) or felt overwhelmed by lead generation, this episode is your wake-up call. Brandon breaks down exactly what works, what doesn't, and how to build a lean, effective ad strategy that you control. 🕒 Timestamp Highlights [3:30] – "Understanding your customer trumps any dorky nerd marketing you can do on the internet." → Brandon explains why small business owners—not agencies—should run their own marketing. [6:45] – "You don't need seven ad sets and 15 creatives; you need one ad done well." → His "Chadvertising" approach simplifies ad success. [8:02] – "If someone guarantees you results, run." → Why most agency promises are red flags and how to spot the fakes. [10:09] – "In a skeptical world, the truth sells. I literally run ads about my 4/10 reviews." → How honesty and vulnerability outperform "perfect" marketing. [32:00] – "Clicks from the right person. Landing pages that convert. Conversations that close." → Brandon's 3C formula that drives real results for small businesses. #smallbusiness #marketing #advertising #ads #entrepreneur

S5:E29 In this eye-opening episode of Small Biz Stories, Dr. LL sits down with Jeff Greenfield, serial entrepreneur and CEO of Provalytics, to unpack why most small business owners are tracking the wrong marketing metrics - and what to do instead. With decades of experience in attribution modeling, Jeff reveals why clicks lie, cookies are crumbling, and why you're probably misjudging your Meta ads. If you've ever wondered why your Google Ads "work" but your Meta ones "don't," this episode will blow your mind. And flip your funnel. Whether you're spending $500 or $5M a month, Jeff explains how to: ✴️Follow the money trail beyond misleading dashboards ✴️Measure the halo effect of ad impressions across platforms  ✴️Build your own DIY analytics dashboard (no expensive tools required) ✴️This one's a must-listen for anyone struggling to make their ads pay off.   ⏱️ Timestamp Highlights [5:01] – "I'm really good at taking an idea and bringing it to market." → Jeff shares how his entrepreneurial brain works—and why chaos excites him. [10:01] – "Most entrepreneurs gloss over the data—until it's too late." → The ADHD struggle is real. Learn how to ground your optimism in reality. [14:00] – "Your Google Ads didn't win the sale. Your Meta ad planted the seed." → A masterclass on attribution and what your analytics dashboard won't tell you. [25:00] – "Most people optimize for clicks. But impressions are what drive sales." → The biggest DIY marketing tip for budget-conscious entrepreneurs. [27:00] – "Stop tracking only clicks. Track attention." → Jeff walks through exactly what to change in your ad tracking Google Sheet. 🌟 Don't forget to follow us on YouTube  @Midlifesuccess  #entrepreneurship #digitalmarketing #advertising #googleads #smallbusiness

S5:E28 If "AI" still feels like magic tricks and missed ROI, this episode will flip the switch. Dr. LL sat down with Jim Weldon (Founder/CEO, Prospect.ai) (one of the sharpest systems thinkers she has ever interviewed) to map a practical path to cash with agentic AI. Here's what you'll walk away with: ✴️A meta-model you can explain to your team in 60 seconds so everyone finally understands where AI value lives. ✴️A 2-week innovation cadence you can copy-paste into your org and no enterprise budget required. ✴️The lane strategy for seasoned operators vs. young ideators so you stop competing in the wrong game and start compounding wins. ✴️The unsexy USP that beats competitors: nail the basics (speed, follow-up, clarity, billing, referrals). ✴️How to become a utility in your market (the "water & power" behind others' growth) instead of an easily replaced vendor. If you lead a small or midsize business and want results in the next 30 days, not theory, then this is the episode. 0:53 — Superpower: synthesis over "speeds & feeds." Jim explains how to ignore noise and frame problems so solutions map to real market opportunities. 3:15 — The Meta-Model for AI. A memorable analogy for LLMs (answers), agentic flows (task chains), and enterprise-grade platforms plus where value will concentrate next. 10:45 — Beat "aging out": redefine your lane. Mindset + role clarity: younger teams dominate ideation; experienced operators win in innovation, beta, and scale where cash is created. 11:58 — Two-week innovation cadence. Jim's playbook: 48-hour prototype only after value is proven. Use no-code + agents to compress cycles. 34:16 — The most overlooked USP: do the basics flawlessly. Answer the phone, quote fast, follow up, bill clearly, ask for referrals. Master baseline execution before hunting fancy differentiators. ✴️You can find Jim on LinkedIn: https://www.linkedin.com/in/jimweldon/  ✴️Don't forget to subscribe to YouTube  ⁨@Midlifesuccess⁩  #ai #agenticai #technology #entrepreneur