Interview with Steven Talia, Co-Founder & CEO, MY PRO: TRUSTED PROS

11/14/2026

(Featured) - Talia discusses using AI for content, referrals and after-hours responses while measuring satisfaction, reviews and repeat business.

Interview with Steven Talia, CFP®

Edited by Haley Spracale, Editor at Featured News · Nov 13, 2026

What career experiences over your 20-plus years in support and executive roles led you to build a business focused on helping people find service professionals they can trust?

I’ve been fortunate to learn so much about building relationships and providing value to my clients. I’ve recognized the significant contributions I’m privileged to make in the lives of the individuals and families I work with. While some of that value is directly reflected in my interactions and the services I provide, a more consistent and equally impactful contribution is one that is likely an afterthought for most: providing referrals or recommendations for other professionals within and outside my specific industry. I’ve found that there is deep-rooted value in making a professional referral for one simple reason: trust. Trust is many things: comfort, confidence, peace of mind, and safety. It is also the primary metric and determining factor in why clients choose to work with you, come back to you, and recommend you to their closest friends and family.

You have described AI agents as a 24/7 “Chief of Staff.” What is one repetitive back-office task a service professional could delegate to AI first while keeping human oversight in place?

Website and SEO content. Give your Chief of Staff instructions just as you would to your strongest, most capable employee. Expect clear communication, feedback, and follow-through. You set the guardrails, approve the drafts, and your Chief of Staff executes. SEO and AI results rely on data that is available and accessible online. Allow your AI agents to research your competitors’ online traffic, keyword metrics, and visibility. Instruct them to update your web presence, improve your website, and add blogs using phrases your customers are searching for. Your Chief of Staff is capable of writing in your tone. Once you approve the drafts, it will post strategic blogs directly to your website, guiding traffic and AI search results to your website for answers.

Service businesses depend heavily on reputation and referrals. How can a business use AI to strengthen its word-of-mouth marketing without making customer communication feel automated or impersonal?

Word-of-mouth marketing is the strongest and most effective tool for any business because it homes in on the one factor that makes a difference: trust. Trust is passed along between consumers who have a relationship.

Nielsen's Trust in Advertising research found that 88% of people trust recommendations from people they know more than any other form of advertising.

Referred customers convert at roughly three to five times the rate of paid leads and stay about 37% longer.

Although 83% of consumers say they'd recommend a business after a great experience, only 29% actually follow through.

I believe word-of-mouth marketing should always be produced organically. However, a business can absolutely use AI to strengthen its word-of-mouth marketing without eroding the authentic, human touch. This can be done by using the technology to collect, organize, and strategically leverage customer feedback. A business pro can instruct AI agents to create personalized follow-up outreach for satisfied clients via email, using whichever CRM tool the business uses, with the business pro reviewing and approving each note before it goes out. These notes can thank clients for the opportunity to work with them. The call to action would be an invitation to recommend the business to a friend or promote it through a review and referral, where their endorsement reaches the people who already trust them.

What is one measure a service-business owner should track to determine whether an AI tool is genuinely improving the customer experience rather than merely saving time?

AI should improve efficiency and results. It should not supplant the human connection on which service businesses rely. For example, if you use AI to handle service requests and inbound calls after hours, the professional should respond to those customer communications directly and in a timely fashion. If customer satisfaction improves—as reflected in increased word-of-mouth recommendations, online reviews, and repeat business, and measured by retention and growth—that is one metric that can justify using AI tools. Ultimately, the customer experience is the driver. AI provides the autonomy to make communication and the customer experience seamless, regardless of the business’s hours of operation.

Thanks for sharing your knowledge and expertise. Is there anything else you'd like to add?

I invite everyone to leverage AI for their business needs. Also, always remember that no amount of machine learning can replace the value of a word-of-mouth recommendation. Trust is at the core of every relationship, both personal and professional. Leverage that trust effectively.

About the expert