Nathan Strum on Why First Impressions Drive Business Growth

When a client calls your business… what does your voice communicate? Confidence? Clarity? Chaos? Enjoyed talking with Nathan Strum, CEO of Abby Connect, about why the first 7 seconds of a call can shape lifetime value. Here are 3 takeaways: 1 - Culture Beats Training You can't script care. If the internal culture is strong, callers feel it immediately. 2 - AI Done Right Feels Human In a 500,000-call study, escalation rates were nearly identical between AI and live receptionists. When built around human experience, technology supports connection — it doesn't replace it. 3 - Your Phone Is a Revenue LeverEvery incoming call is a decision point. Handled well, it builds trust. Handled poorly, it sends them somewhere else. Most companies obsess over marketing. Few obsess over the moment someone actually reaches out. That moment? That's where growth compounds… or disappears. First impressions aren't small details. They're the foundation.   --- Nathan Strum is the CEO and co-founder of Abby Connect, where for the past 20 years, they've been helping small businesses make exceptional first impressions with professional, friendly receptionists who feel like part of their team. Now, they're taking that experience and expertise into the next chapter — combining human connection with the efficiency of AI through their new AI Receptionist. What's driving this shift? Small businesses need to be responsive 24/7, but they also want personal service that doesn't feel robotic. After 18 months of development and two months of real-world beta testing, we're excited to bring this hybrid approach to market — giving businesses the best of both worlds. As a founder who's spent two decades focused on customer experience, Nathan is passionate about technology that enhances service, not replaces it. I'm also learning that after 20 years behind the scenes, there's value in stepping out and sharing what they've learned along the way — especially at a time when AI is rewriting the rules of customer communication. -- Abby Connect is U.S.-based answering service that embodies the warmth and professionalism of a dedicated member of your team, always ready to help. Abby has been serving the communication needs of businesses like yours for 20 years. Connect with Jon Dwoskin: Twitter: @jdwoskin Facebook: https://www.facebook.com/jonathan.dwoskin Instagram: https://www.instagram.com/thejondwoskinexperience/ Website: https://jondwoskin.com/LinkedIn: https://www.linkedin.com/in/jondwoskin/ Email: [email protected] Get Jon's Book: The Think Big Movement: Grow your business big. Very Big! Connect with Jordan B. Segal:Website: https://maddinhauser.com/people/jordan-b-segal LinkedIn: https://www.linkedin.com/in/jordan-segal-b0b7047 Facebook: https://www.facebook.com/jordan.segal.2025 *E - explicit language may be used in this podcast.