Home Care Hindsight

Andrew Dubler thought he'd solved his agency's dementia care problem with a $5,000 training program—until Gary Skole showed him why it was failing. In this raw conversation, they reveal: The shocking gap in most dementia training (and why caregivers forget 80% of it) How a 90-second video fixed an overnight staffing crisis The "dementia coach" role that slashed turnover Andrew's wake-up call when his blood pressure spiked at a county fair Lesson Takeaways: Long trainings = wasted money. TED-style micro-lessons outperform 4-hour lectures. Dementia care is your hidden profit center. Specializing lets you charge 20-30% more. Caregivers need wins fast. A 7-minute video can save a shift (and a client relationship). Burnout starts at the top. Andrew's meditation habit now saves him 10 stressful hours/week. Timestamps: 00:00 - Introduction 03:15 - The DVD that exposed home care's dementia knowledge gap 06:40 - Live example: How a 1:47 video stopped a client's aggression 09:22 - Why dementia skills work for ALL high-needs clients 12:10 - The 76-hour/week caregiver retention secret 15:30 - Bringing an Atlantic City pianist back to life 18:45 - "Our referral source fired us over a shopping addiction." 22:00 - How merging agencies created Alls Better 25:15 - Andrew's blood pressure wake-up call at the fair Quotes "Doctors don't know dementia. Managed care doesn't know dementia. Most agencies? Clueless." — Gary "That 90-second video paid for a kid's class trip." — Andrew "If your training doesn't work by 3PM on referral day, you're gambling." — David Resources: AlzBetter: https://alzbetter.com/ AlzBetter on LinkedIn: https://www.linkedin.com/company/alzbetter/ Connect with Gary Skole on LinkedIn: https://www.linkedin.com/in/gary-skole-a01a247/ Connect with Andrew Dubler on LinkedIn: https://www.linkedin.com/in/andrew-dubler-484093143/ Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ Powered by Zingage: https://zingage.com/ Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

In this episode of Home Care Hindsight, host David Knack sits down with Welton Hong, CEO of Ring Ring Marketing and Senior Care Marketing Max, to tackle two critical pain points home care owners face: 1. Your online reputation is costing you clients—even if your care is exceptional. 2. You're drowning in tasks because you refuse to delegate (and it's hurting your growth). Welton shares hard-hitting insights on why families Google you before calling, how to respond to negative reviews (without sounding defensive), and why hiring an assistant was the game-changer that saved his sanity. Plus, we go live with ChatGPT to craft the perfect email sequence for nurturing leads—and expose the pitfalls of lazy AI use. Lesson Takeaways: 1. Caregiver burnout is real and needs more attention. Supporting both caregivers and clients is essential for resolving conflicts and maintaining quality care. 2. Honor the systems that work. Avoid reinventing the wheel when taking over an established business—build on what's already successful. 3. Customer service is a two-way street. It's not just about pleasing clients; it's about balancing their needs with the well-being of your caregivers. 4. Invest in your team. From onboarding to celebrations, showing appreciation for caregivers fosters loyalty and trust. 5. Done is better than perfect. Letting go of perfectionism and micromanaging empowers your team and frees you to focus on growth. Timestamps: 00:00 - Introduction 01:02 – Why families Google you before calling—even with a referral. 03:13 – The minimum reviews you need to compete (hint: 2x your competitors). 06:40 – Welton's delegation wake-up call: "I was working 60 hours and still the bottleneck." 09:00 – How an executive assistant (Audrey) freed him to focus on growth. 11:11 – Live ChatGPT demo: We generate—then trash—a generic lead-nurturing email. 14:02 – Fixing AI slop: Rewrite emails to lead with pain, not fluff. 17:05 – The 3-step process to respond to negative reviews (without losing your cool). 22:25 – Why 92% of leads need nurturing (and how to automate it). 26:00 – Worst phone call mistake: Answering "How much?" without building trust. 30:10 – Free resource: Welton's Home Care Marketing 2.0 book (link under 'Resources'). Quotes 1. Welton Hong: "Your online reputation isn't just Google reviews—it's Yelp, Facebook, even spam sites. Families check them ALL." 2. Welton Hong: "Hiring an assistant felt selfish… until I realized I was paying 10/hour to regain 500/hour of my time." 3. Welton Hong: "ChatGPT won't write your emails for you. It's a bad intern—edit like your business depends on it." 4. David Knack: "If you're the only one who can book travel, you're not a CEO—you're a secretary with a fancy title." Resources: Home Care Marketing 2.0" by Welton Hong – Get the free book at: https://www.seniorcaremarketingmax.com/learning-center/ Senior Care Marketing Max on LinkedIn: https://www.linkedin.com/company/senior-care-marketing-max/ Connect with Welton Hong on LinkedIn: https://www.linkedin.com/in/welton-hong/ Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ Powered by Zingage: https://zingage.com/ Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

In this episode of Home Care Hindsight, David Knack sits down with Betsy Milne, owner and CEO of Home Helpers of San Mateo County. Betsy shares her journey from caregiver burnout during her father's hospice care to taking over her sister's home care business. She discusses the delicate balance of running a mission-driven business while treating it as a long-term asset, the importance of supporting caregivers, and why customer service is both underrated and overrated in home care. Whether you're navigating family business transitions or looking to improve caregiver retention, Betsy's insights offer practical wisdom for home care leaders. Lesson Takeaways: Caregiver burnout is real and needs more attention. Supporting both caregivers and clients is essential for resolving conflicts and maintaining quality care. Honor the systems that work. Avoid reinventing the wheel when taking over an established business—build on what's already successful. Customer service is a two-way street. It's not just about pleasing clients; it's about balancing their needs with the well-being of your caregivers. Invest in your team. From onboarding to celebrations, showing appreciation for caregivers fosters loyalty and trust. Done is better than perfect. Letting go of perfectionism and micromanaging empowers your team and frees you to focus on growth. Timestamps: 00:00 - Introduction 01:02 - Betsy's personal story: Caregiving for her father and transitioning into home care. 03:13 - The generational transfer of Home Helpers and Betsy's 10-year plan for the business. 06:40 - The tension between mission-driven work and building a profitable asset. 09:00 - Betsy's entrepreneurial background and why KPIs keep her grounded. 11:11 - The "woo-woo" side of Betsy: Astrology, lunar cycles, and business success. 14:02 - The big mistake: Trying to reinvent the wheel in an established business. 17:05 - Why customer service is both underrated and overrated in home care. 22:25 - Handling emotional client conversations with empathy and boundaries. 26:00 - How Betsy supports her caregivers through celebrations, training, and field visits. 30:10 - The importance of investing in employees, even if they might leave. 35:50 - A small mistake home care owners make: Micromanaging instead of empowering. 37:56 - Betsy's recent win: A heartfelt home assessment that reminded her of the "why" behind her work. Quotes Betsy Milne: "Caregiver burnout is something that's so real—and something I don't think gets talked about enough." Betsy Milne: "Customer service isn't just about the client; it's about serving both sides—the caregiver and the family." Betsy Milne: "Done is better than perfect. As a recovering perfectionist, I can say that's been a game-changer." Betsy Milne: "If you're constantly closing loops for others, you're not empowering them—or yourself." Resources: Home Helpers of San Mateo County: https://homehelpershomecare.com/san-mateo/ Betsy Milne on LinkedIn: https://www.linkedin.com/in/betsy-milne/ Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ Powered by Zingage: https://zingage.com/ Subscribe on Zingage's YouTube: https://www.youtube.com/@Zingage

In this episode of the Home Care Hindsight, David Knack interviews Steve "The Hurricane" Weiss, founder of Hurricane Marketing Enterprises. Steve shares his journey from burnout to building a multi-million dollar home care empire, emphasizing the importance of work-life balance, prioritizing high-need patients, and avoiding common mistakes like expanding too soon. He also offers practical advice on building trust with referral sources and standing out in a competitive market. Whether you're new to the industry or a seasoned pro, this episode will help you grow your business while keeping your personal life intact. Lesson Takeaways: Don't burn out before you break through. Prioritizing work-life balance is essential. Setting boundaries, focusing on family, and taking care of yourself can prevent burnout and lead to long-term success. High-need patients are the key to scaling. Focusing on high-need patients is the secret to scaling your business. Positioning your agency to attract these clients can drive significant revenue growth. Don't expand too soon. Opening a second location too early can backfire. It's crucial to master your first location and ensure your team is ready before expanding. Build trust with referral sources. Standing out in a competitive market requires building lasting relationships with referral sources. Authenticity and consistency are key to earning their trust. Morning routines matter! A daily routine that includes gratitude, family time, and self-care can transform both your business and personal life, helping you stay focused and fulfilled. Timestamps: 00:00 - Introduction 01:15 - Meet Steve Weiss and his role at Hurricane Marketing Enterprises. 02:30 - Steve shares his early struggles with burnout and neglecting his family. 05:45 - The moment Steve realized he needed to change his priorities and how it transformed his business. 10:20 - Steve's morning routine and how it helps him stay focused and fulfilled. 15:35 - The underrated secret to scaling a home care business: high-need patients. 20:50 - Common mistakes home care owners make, including expanding too soon. 25:15 - How to build trust with referral sources and stand out in a competitive market. 30:40 - Steve's advice for new home care agency owners: focus on sales, not just compliance. 35:55 - What's next for Steve: his record-breaking bootcamps and new ventures. Quotes Steve Weiss: "You weren't born to work. You work so you can live. That's the difference." Steve Weiss: "If you burn out, what good are you to anybody?" Steve Weiss: "High-need patients are the key to scaling your business. Focus on them, and the revenue will follow." Steve Weiss: "Don't expand too soon. Master your first location before opening a second." Resources: Home Care Evolution Steve's Book: One Habit for Entrepreneurial Success Steve Weiss on LinkedIn Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

In this episode of Home Care Hindsight, David Knack interviews Adam Berry, CEO of As Close As Family, a home care agency based in Alabama. Adam shares insights on leadership, the importance of consistency in business, and how to effectively manage and grow a home care agency. He discusses the challenges of employee management, the need for regulation in the home care industry, and the strategies that have driven his company's success. Adam also opens up about his personal leadership style, mistakes he's made, and how he's learned to delegate effectively while maintaining accountability. Lesson Takeaways: Adam emphasizes the importance of staying consistent with business strategies and not jumping from one "flavor of the month" idea to another. This approach has led to significant growth for his agency. Different employees require different management styles—some need encouragement, while others need clear boundaries. Understanding what drives each employee is crucial for effective leadership. Delegating tasks is essential, but it's important to stay involved and support employees rather than simply handing off responsibilities and walking away. Adam advocates for balanced regulation in the home care industry to ensure client and caregiver safety, while avoiding overregulation that could stifle business growth. Adam admits to his own impatience and the importance of surrounding himself with a team that can hold him accountable and implement his vision. Timestamps: 00:00 - Introduction 01:15 - Adam Berry and his role at As Close As Family. 02:00 - Discussion on the need for regulation in the home care industry. 03:35 - Adam shares his secret character flaw—impatience—and how it impacts his leadership. 04:35 - Adam reflects on his biggest career mistake: not sticking to a plan and changing strategies too frequently. 06:45 - The importance of following through with strategic plans, leading to 30% growth in 2024. 11:55 - Adam discusses the importance of problem-solving employees and not just complaining. 17:40 - Creative recruitment tactics, such as paying employees' power bills, to improve retention. 19:05 - The difference between delegation and abdication in leadership. 26:25 - Adam shares a recent success story of his team pulling together during unexpected winter weather. Quotes Adam Berry: "Rome wasn't built in a day, and I expect too many things to happen at one time." Adam Berry: "Anyone can steer the ship, but it takes a leader to chart the course." Adam Berry: "Don't come to me complaining, come to me problem-solving." Resources: As Close As Family HCOA Advocacy Day: April 8th and 9th in Washington, D.C. Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

Mike Doughty, owner of Home Care Agency Zeabe, and former sales and marketing automation expert, shares his journey from New Zealand to the U.S. and how he transitioned into the home care industry. He discusses the importance of automating 90% of tasks to humanize the remaining 10%, building a remote team in the Philippines, and the value of psychometric tests in understanding team dynamics. Mike also reflects on the lessons he's learned from his mistakes and how he applies them to his business today. Lesson Takeaways: Automation should handle repetitive tasks, but meaningful human interactions remain the foundation of a successful home care business. Knowing what to automate and what to personalize makes all the difference. Building a remote team, especially across different time zones, requires well-defined roles and expectations. Mike Doughty's success with a team in the Philippines proves that clarity and structure are key to remote work effectiveness. Seeking guidance is valuable, but blindly following advice can lead to costly mistakes. Mike learned that trusting his own judgment—while considering expert input—is the key to making sound business decisions. Tools like the Predictive Index and Wealth Dynamics help identify individual strengths, ensuring that team members are placed in roles where they naturally excel. Investing in the right fit leads to higher performance and job satisfaction. Instead of only measuring end results, focusing on leading indicators (daily activities that drive outcomes) keeps the team engaged, motivated, and continuously improving. Timestamps: 00:00 - Intro 01:30 - Mike introduces himself and his journey from New Zealand to the U.S. 03:00 - How Mike got into the home care business through his father. 06:15 - Mike's approach to learning and personal growth. 09:00 - Mike shares his biggest mistake and the lesson of taking advice but making your own decisions. 12:45 - The importance of trusting your gut in a regulated industry like home care. 18:45 - Mike's philosophy on automating 90% of tasks to humanize the 10%. 22:05 - Using technology to recognize and appreciate caregivers. 32:50 - Mike's proudest achievement: building a successful remote team in the Philippines. 34:55 - Mike's vision for the future of his business in 2026. Quotes Mike Doughty: "Let's automate the 90%, humanize the 10%. That 10 percent is really the most important. That's when you're able to have people face to face with other people and be developing that relationship." Mike Doughty: "I've learned over the years that I have the learning gene, and I'm lucky I can learn without there needing to be an outcome." Mike Doughty: "Take lots of advice, but ignore it all. At the end of the day, you want to make sure that you make the decision from your perspective." Resources: Twitter/X: @MikeDoughty https://twitter.com/MikeDoughty LinkedIn: Mike Doughty https://www.linkedin.com/in/mikedoughty/ Website: The Knowledge Gym https://theknowledgegym.com/ The Power of Regret by Dan Pink: https://www.danpink.com/the-power-of-regret/ Predictive Index: https://www.predictiveindex.com/ Wealth Dynamics: https://www.wealthdynamics.com/ Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ Powered by Zingage: https://zingage.com/ Subscribe on Zingage's YouTube: https://www.youtube.com/@Zingage

In this episode of Home Care Hindsight, host David Knack sits down with Matt Thompson, franchise owner of Visiting Angels, to discuss the biggest challenge business owners face—distractions. Matt shares how he keeps his team focused on what truly matters: caregiver and client acquisition. From implementing daily huddles to leveraging caregiver incentives through Zingage, Matt offers practical insights into leadership, culture-building, and staying on track in the home care industry. Lesson Takeaways: Avoid distractions by focusing on high-impact activities. Set clear daily goals and track progress through end-of-day reports. Use incentives to motivate caregivers and improve retention. Build a strong office culture through daily team huddles. Encourage positive reinforcement over punitive measures. Timestamps: [00:00:00] Introduction to Matt Thompson and Visiting Angels. [00:02:00] The challenge of distractions in business. [00:05:00] Using Zingage for caregiver incentives and retention. [00:08:00] The importance of rewarding positive behaviors. [00:12:00] Pressing the two key buttons: caregiver and client acquisition. [00:15:00] Why daily huddles and end-of-day reports drive success. [00:19:00] Measuring the right metrics to drive business growth. [00:26:00] The biggest mistake: making decisions based on anecdotal evidence. [00:30:00] Creating a strong, engaged office culture. [00:34:00] The servant leadership mindset in home care. Quotes Matt Thompson: "A business is a living, breathing thing—if you lose focus, you lose growth." David Knack: "The best leadership isn't about being in front—it's about setting others up for success." Matt Thompson: "If you want your caregivers to engage, show them that you value them." Resources: Visiting Angels Matthew Thompson on LinkedIn Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

Tim and Gina Murray, former home care agency owners and creators of CINCH, join host David Knack to discuss the challenges and rewards of community-based home care. They share insights on the concept of fractional care, how it supports independent living communities, and the lessons they learned transitioning from agency owners to tech entrepreneurs. They also highlight how proper scheduling, caregiver teamwork, and sustainable revenue models can transform home care businesses. Lesson Takeaways: Fractional care provides short, structured visits that help seniors maintain independence. Proper scheduling improves efficiency and caregiver satisfaction. Caregiver teamwork enhances service quality and reliability. Community-based home care can be both profitable and sustainable. Understanding and respecting the language of senior living communities builds stronger partnerships. Timestamps: [00:01:00] Tim & Gina's journey from agency owners to software founders. [00:02:00] How they discovered the power of community-based home care. [00:06:00] What is fractional care and why it's cost-effective. [00:09:00] Scheduling challenges and how they improved efficiency. [00:14:00] The impact of proper scheduling and team collaboration. [00:20:00] How caregivers benefit from the fractional care model. [00:24:00] The financial benefits and profitability of fractional care. [00:28:00] The importance of using respectful language in senior living communities. [00:32:00] Tim & Gina's biggest mistake and key lessons learned. [00:36:00] Cinch: A tool to help home care agencies thrive in community-based care. Quotes Tim Murray: "Home care is a team sport. When caregivers work together, everyone wins." Gina Murray: "Fractional care is about meeting seniors where they are—providing just the right amount of support to help them stay independent." Resources: CINCH CCM Connect with Tim Murray on LinkedIn Connect with Gina Murray on LinkedIn Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

In this episode of Home Care Hindsight, host David Knack talks with Dana Charumbira, CPA and financial strategist for home care agencies. Dana shares the biggest hiring mistake she made—bringing someone on board based on an impressive resume instead of proven skills—and how it impacted her business. She also dives into financial strategies, cash flow management, and key metrics that help home care owners scale profitably while avoiding common pitfalls. Lesson Takeaways: A great resume doesn't guarantee great performance. Skills tests and structured interviews prevent costly hiring mistakes. Cash flow should never be managed by what's in the bank alone. Tracking gross margin, pay rate per hour, and Days Sales Outstanding (DSO) ensures financial stability. Expanding into Medicaid or VA contracts can create cash flow strain. Home care owners must plan for delayed payments and adjust reserves accordingly. Investing in the right systems saves time and improves profitability. Workflows, automation, and financial planning create a sustainable business model. If a hire isn't working, don't wait to make a change. Prolonging the inevitable hurts both the business and the employee. Timestamps: [00:00:00] Why Financial Planning is Essential in Home Care [00:05:00] Dana's Biggest Hiring Mistake & What She Learned [00:10:00] How to Hire Smarter: Testing for Critical Thinking & Proactivity [00:15:00] The Most Underrated Financial Metrics for Home Care Owners [00:20:00] The Cash Flow Trap of Medicaid & VA Contracts [00:25:00] How Technology & Workflows Improve Client & Employee Experience Quotes Dana Charumbira: "If you know a hire isn't working, cut ties sooner rather than later." Dana Charumbira: "A great resume doesn't mean they can do the job." David Knack: "Every new hire isn't just about filling a role. They represent your brand and impact your entire business." Resources: The Home Care CPAs Connect with Dana Charumbira on LinkedIn Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

In this episode of Home Care Hindsight, host David Knack sits down with Gregory Bean, Vice President of Paradigm Senior Services. With 30 years in home care, Gregory shares invaluable insights on the industry's evolution, the importance of third-party payers, and why treating caregivers as your most valuable asset leads to better retention and client outcomes. They discuss the shift from private pay to Medicaid and VA-funded services, the benefits of Medicare Advantage, and how home care agencies can remain profitable despite economic challenges. Lesson Takeaways: Agencies should prioritize caregiver appreciation and retention beyond just pay. Expanding into Medicaid, VA benefits, and Medicare Advantage can provide financial stability. Managing family expectations is key to ensuring smooth home care operations. Keeping consistent caregivers improves client satisfaction and reduces turnover. Agencies should focus on lifetime client value rather than just hourly profit margins. Timestamps: [00:01:00] Introduction to Gregory Bean and Paradigm Senior Services [00:02:30] The biggest shifts in home care over the last decade [00:06:45] Why Gregory's biggest "mistake" was starting a home care business [00:10:00] Managing family expectations vs. client satisfaction [00:12:30] The three key reasons caregivers stay: work, pay, and appreciation [00:17:30] Why third-party payers like Medicaid and VA benefits are underutilized [00:21:00] The administrative burden of third-party payers (and how to simplify it) [00:26:00] The challenge of rising caregiver wages and private pay rate limits [00:30:00] The future of Medicare Advantage in home care [00:37:00] Why the most reliable caregivers are the real heroes [00:41:30] How home care agencies can improve retention through recognition Quotes Gregory Bean: "I wish every agency saw their caregivers as their greatest asset, not just employees." Gregory Bean: "The biggest mistake agencies make is focusing on hourly margins rather than lifetime client value." David Knack: "If every caregiver was consistent and reliable, home care would change overnight." Resources: Paradigm Senior Services Connect with Gregory Bean on LinkedIn Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

Dustin DiStefano, CEO and Co-founder of A Place at Home, joins host David Knack to discuss his journey from launching a single home care agency to scaling a national franchise network. Dustin shares his biggest mistake—hiring too quickly out of desperation—and the costly impact it had on his business. He recounts a pivotal experience with an early scheduler hire, emphasizing the importance of aligning employees with company values and firing fast when necessary. Dustin also discusses the underrated role of caregiver-agency relationships in reducing turnover and ensuring client retention, along with the importance of tracking measurable outcomes to establish home care as a critical part of the healthcare continuum. With insights on strategic hiring, franchise growth, and building a strong workplace culture, this episode is a must-listen for home care professionals looking to avoid common pitfalls and improve long-term business success. Lesson Takeaways: Avoid hiring out of desperation; take time to ensure candidates align with your core values and long-term business needs. Be proactive and intentional in building relationships with both caregivers and clients to create a sustainable and engaged workforce. Authenticity and vulnerability foster trust within both internal teams and external business relationships. Caregiver engagement and career development are key to retention and long-term agency growth. Timestamps: [00:00:00] Introduction: Dustin DiStefano's journey from agency owner to franchisor [00:02:00] Decision to franchise A Place at Home and challenges faced [00:06:00] Overcoming hiring mistakes: The importance of a structured process [00:11:00] A scheduling hire gone wrong and lessons learned [00:14:00] Using data-driven coaching for home care agency success [00:18:00] The underrated importance of caregiver-agency relationships [00:23:00] Overrated: The overemphasis on technology in home care [00:27:00] Empowering caregivers: Career pathways in home care [00:31:00] The role of home care in the healthcare continuum [00:34:00] Dustin's latest success: Scaling A Place at Home with measurable client outcomes Quotes Dustin DiStefano: "Hire slow, fire fast, and don't compromise on your core values." Dustin DiStefano: "If you're not developing relationships with your clients, you're at risk of losing them to private caregivers." Dustin DiStefano: "Technology is great, but people and processes are what drive home care success." Resources: Learn more about A Place at Home Connect with Dustin DiStefano on LinkedIn Explore franchise opportunities at A Place at Home Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

Jeff Salter, Founder and CEO of Caring Senior Service, joins host David Knack for an unforgettable conversation about leadership, growth, and a cross-country adventure. Jeff shares how a 9,500-mile electric bike journey to celebrate his company's 30th anniversary transformed his perspective on delegation and leadership. Along the way, he raised $170,000 to install grab bars in senior homes, creating a lasting impact. This episode dives deep into Jeff's mindset shift from "doing it all" to empowering his team, the lessons learned from mistakes, and his innovative approach to improving the home care industry with tools like InkyScribe. Packed with stories of perseverance, humility, and progress, this is one you won't want to miss. Lesson Takeaways: Trust your team—delegating unlocks time for bigger goals. Bold milestones, like Jeff's bike ride, can inspire movements and strengthen company culture. Data-driven decision-making should focus on internal metrics, not industry averages. Clear, respectful communication is vital to retaining employees and clients. Timestamps: [00:00:00] Introduction to Jeff and his career in home care. [00:03:00] The 9,500-mile bike ride: celebrating 30 years and raising $170,000. [00:09:00] Lessons in delegation: what Jeff learned on the road. [00:14:00] Jeff's big mistake: not asking for help earlier in his career. [00:24:00] Why internal data is more valuable than chasing industry stats. [00:31:00] Communication as a key to employee retention.[00:37:00] Delegation and automation tips to kickstart the new year. Quotes Jeff Salter: "I celebrated 30 years of business by biking 9,500 miles—and I learned I'm not as important as I thought." Jeff Salter: "Anything you think only you can do, someone else can learn and thrive doing." David Knack: "Big change starts with a bold move—Jeff's bike ride is proof." Resources: Connect with Jeff Salter on LinkedIn Caring Senior Service Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

Chris Trempe, President and Chief Learning Officer of SwyftOps, joins host David Knack to discuss his journey from being the first employee of SwyftOps to leading a thriving company in the home care industry. Chris shares valuable lessons from his leadership experiences, including his biggest mistakes, such as assuming universal passion among team members, and how he learned to connect with people by understanding their "why." Chris emphasizes the importance of clear communication, accountability, and leveraging technology to optimize home care agency operations. From ensuring 24/7 support to integrating automation, Chris explains how SwyftOps empowers agencies to streamline processes, enhance caregiver engagement, and achieve sustainable growth. Whether you're an industry veteran or a new agency owner, this episode provides actionable insights on leadership, business development, and achieving operational excellence. Lesson Takeaways: Effective leadership requires understanding and addressing individual team members' motivations and "why." Transparency and consistent communication are essential for aligning goals and fostering accountability. Recognize and reward high-performing team members to maintain morale and prevent burnout. Leveraging technology and automation can save time, reduce costs, and optimize operations in home care agencies. Partnering with reliable vendors who provide robust support can be a game-changer for agency success. Timestamps: [00:00:00] Chris Trempe's journey from SwyftOps' first employee to President and CLO. [00:02:00] SwyftOps' commitment to 24/7 customer support as a key differentiator. [00:04:00] Chris's childhood fear of drowning and its surprising connection to his personal growth. [00:07:00] Lessons from Chris's biggest leadership mistake: assuming universal passion among team members. [00:12:00] Advice for home care owners on caregiver engagement and leveraging technology. [00:16:00] Building peer mentorship programs to enhance caregiver retention. [00:18:00] The underrated value of 24/7 support in vendor selection. [00:23:00] Common automation mistakes by home care agencies and their operational costs. [00:27:00] Chris's proudest accomplishment: growing SwyftOps into a thriving company with a strong culture. [00:31:00] Helping underdog home care agencies achieve growth, retention, and conversion success. Quotes Chris Trempe: "Transparency and communication are what connect leaders with their teams and drive success." Chris Trempe: "You don't want a vase with holes in it—you have to balance new client growth with retention to succeed in home care." David Knack: "Recognition is key—when team members feel seen and valued, they work harder and build a stronger organization." Resources: SwyftOps Website Schedule a consultation or demo with SwyftOps Contact SwyftOps directly at [email protected] Connect with Chris Trempe on LinkedIn Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

Lance A. Slatton, senior case manager, influencer, and the mind behind "All Home Care Matters," joins David Knack to discuss his journey from aspiring medical professional to building Michigan's top-rated home care provider. Lance shares how personal caregiving experiences led him to start his own home care agency and podcast, creating a platform to educate and empower families navigating care challenges. In this episode, Lance dives into lessons learned from his biggest mistakes, the importance of honesty and trust in building strong caregiver relationships, and how tailored appreciation efforts can cultivate loyalty and retention in a competitive industry. His stories highlight the profound impact of home care on families and how this underappreciated field is shaping healthcare. Lesson Takeaways: Building trust and loyalty starts with genuine appreciation and treating caregivers as integral members of the team. Educate communities on the full spectrum of home care services to overcome misconceptions. Mistakes, such as misplaced trust, are opportunities for growth if lessons are applied. Personalized recognition and tailored gestures of gratitude go a long way in fostering long-term caregiver satisfaction. Home care plays an essential yet often under-recognized role in the healthcare ecosystem. Timestamps: [00:00:00] Lance A. Slatton's introduction and journey into home care. [00:02:00] Launching "All Home Care Matters" as a platform for education and support. [00:05:00] Advice for home care owners considering podcasts or public visibility. [00:10:00] The personal caregiving story that inspired Lance's home care agency. [00:12:00] Learning from the mistake of misplaced trust in early hiring practices. [00:15:00] Cultivating caregiver trust through honesty and mutual respect. [00:20:00] Why home care is undervalued and its critical role in healthcare. [00:26:00] A memorable story of helping a family bring their mother home. [00:31:00] Avoiding common mistakes in caregiver scheduling and retention. [00:36:00] Celebrating success as Michigan's number-one home care provider. [00:31:00] Helping underdog home care agencies achieve growth, retention, and conversion success. Quotes Lance A. Slatton: "Honesty is the foundation of trust. Once it's lost, it's almost impossible to regain." Lance A. Slatton: "Home care is not just about cooking meals or cleaning homes—it's about saving lives, preventing crises, and being part of a family's story." David Knack: "Calling out mistrust and starting fresh with caregivers builds mutual respect and eliminates baggage." Resources: Visit All Home Care Matters Explore the All Home Care Matters YouTube channel Connect with Lance A. Slatton on LinkedIn Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

Nick Bonitatibus, speaker and video marketing expert for home care agencies, joins host David Knack to share his journey from videography to empowering home care businesses. Nick reflects on his big mistake—saying yes to an opportunity he wasn't prepared for—and how it taught him the power of intentionality and the importance of saying no to things that don't align with your goals. Nick introduces the "Care Paradox," which highlights the dangers of neglecting self-care while trying to care for others. He emphasizes the need for home care business owners to focus on their mission, streamline their goals, and create a culture of health and well-being for themselves and their teams. Through lively anecdotes and actionable insights, Nick offers valuable lessons on creating balance, leveraging LinkedIn for networking, and using AI tools responsibly. Lesson Takeaways: Saying yes to everything can dilute focus; align decisions with your personal and business goals. The "Care Paradox" reminds us to prioritize self-care to avoid burnout and enhance caregiving capacity. LinkedIn is a powerful but underutilized tool for networking and recruiting top talent in the home care industry. Use AI as a tool to enhance workflows, but always maintain authenticity in interactions. Small changes, like incorporating walks and healthy snacks, can foster a culture of well-being in the workplace. Timestamps: [00:00:00] Introduction: Nick Bonitatibus and the art of saying no. [00:06:00] Nick's big mistake: A learning experience in videography. [00:12:00] The "Care Paradox" and the importance of self-care. [00:15:00] Aligning decisions with business goals. [00:19:00] Leveraging LinkedIn for relationships and recruitment. [00:26:00] Incorporating self-care and creating a culture of health. [00:31:00] Nick's win of the week: A successful live event for home care leaders. [00:33:00] Closing thoughts: The power of focus and intentionality. Quotes Nick Bonitatibus: "Every yes to something is a no to something else. Be intentional about what you say yes to." Nick Bonitatibus: "The 'Care Paradox' shows how neglecting self-care prevents you from showing up fully for others." Nick Bonitatibus: "LinkedIn is the number one business social media platform, and it's wildly underutilized in the home care industry." David Knack: "Walking is super good for you—it's a small change that makes a big difference." Resources: 1. Connect with Nick Bonitatibus on LinkedIn 2. Home Care Champions Experience 3. Book a Call with Nick Bonitatibus 4. Connect with David Knack on LinkedIn 5. Connect with Zingage on LinkedIn 6. Powered by Zingage 7. Subscribe on Zingage's YouTube

Amy Petersen-Smith, franchise owner with the Senior Helpers Network, joins host David Knack on Home Care Hindsight to share insights from her journey as both a franchisor and franchisee. Amy discusses the pivotal moments that shaped her business philosophy, including her "biggest mistake" of initially hiring her husband, and how she transformed her company by embracing delegation, fostering a cohesive team culture, and leveraging external resources. Amy dives into the nuances of running a home care business, from balancing private pay with Medicaid and VA funding, to the operational challenges of billing, recruiting, and caregiver retention. She highlights the importance of long-term planning, the power of strong team dynamics, and why humility and seeking guidance can lead to exponential growth. For business owners in the home care space, Amy offers actionable takeaways on avoiding burnout, building scalable systems, and focusing on meaningful metrics that drive success. Lesson Takeaways: Delegation is key to scaling a business: trust your team and let go of micromanaging. Focus on retention by identifying key pain points and implementing solutions that make caregivers feel valued. Embrace humility and seek outside coaching or expertise to accelerate business growth. Medicaid and VA funding can be viable revenue streams; avoid hard rules and adapt to your market's needs. Build a cohesive team culture that encourages problem-solving and innovation to sustain growth and stability. Timestamps: [00:00:00] Introduction to Amy Petersen-Smith and her franchise journey. [00:01:53] Transitioning from franchisor to franchisee. [00:03:22] Taking a leap of faith to buy a franchise. [00:06:00] The concept of Town Square: reminiscence therapy for individuals with dementia. [00:11:15] Amy's biggest mistake: hiring her husband and the lessons learned. [00:14:00] Marketing shifts and the importance of becoming the face of the business. [00:16:06] Changing perspectives on working with government programs like Medicaid. [00:19:00] Operational insights: managing billing for Medicaid and VA clients.[00:21:28] Avoiding burnout by empowering others to handle day-to-day challenges. [00:24:39] The role of KPIs and metrics in identifying and addressing business challenges. [00:29:00] Improving caregiver retention rates through targeted strategies. [00:30:13] Celebrating recent wins: awards, business growth, and CHAP certification. [00:32:34] Recruiting strategies and the importance of caregiver referrals. [00:33:21] The freedom and challenges of being a franchisee.[00:34:06] Advice for franchisors on understanding the realities of franchisee cash flow. Quotes Amy Petersen-Smith: "I had to humble myself and realize I needed a coach. That decision changed everything for my business." Amy Petersen-Smith: "Delegation doesn't mean abandoning responsibility. It means empowering your team and trusting them to deliver." Amy Petersen-Smith: "You can't grow a business if you're constantly putting out fires. Build systems and processes to handle the day-to-day." Resources: 1. Connect with Amy Petersen-Smith on LinkedIn 2. Learn more about Senior Helpers 3. Explore Town Square for reminiscence therapy 4. Discover Ava's caregiver retention solutions 5. Connect with David Knack on LinkedIn 6. Connect with Zingage on LinkedIn 7. Powered by Zingage 8. Subscribe on Zingage's YouTube

Ryan McEniff, CEO of Minute Women Home Care, joins David Knack to share insights from his journey as a home care leader. Ryan discusses the challenges and rewards of delegating tasks, building a strong team culture, and implementing the Entrepreneurial Operating System (EOS) to drive accountability and growth in his business. He reflects on his biggest mistakes, including undervaluing personal and professional development, and offers actionable advice for overcoming obstacles and fostering business success. Through candid anecdotes and practical strategies, Ryan provides valuable lessons for home care professionals on recruiting the best caregivers, investing in meaningful processes, and developing out-of-the-box marketing strategies. Listeners will gain fresh perspectives on adapting to emerging technologies, creating impactful referral relationships, and embracing a culture of continuous improvement. Lesson Takeaways: Delegating tasks empowers teams and fosters professional growth, even when mistakes happen. Investing in personal and business development early leads to smoother scaling and fewer setbacks. Confidence in asking for the business and referrals is essential to closing deals. Creative marketing approaches help home care businesses stand out in competitive markets. Embracing emerging technologies enhances caregiving and builds trust with clients. Timestamps: [00:00:00] Delegating and growing professionally within a team.[00:01:00] Introduction: Ryan McEniff and Minute Women Home Care. [00:06:00] Ryan's biggest mistake: undervaluing personal and business investments. [00:09:00] The impact of EOS on accountability and processes.[00:15:00] Creating a transparent and collaborative culture.[00:18:00] Making personnel changes for business alignment.[00:20:00] Out-of-the-box marketing strategies to reach decision-makers. [00:24:00] Asking for the business confidently. [00:29:00] Addressing client indecision and fostering trust.[00:34:00] Win of the week: EOS implementation driving growth.[00:36:00] Home care hot takes: adapting to emerging technologies and fostering meaningful referral relationships. Quotes Ryan McEniff: "Delegate and elevate. You might be afraid to give up control, but the growth you'll see in your team will surprise you." Ryan McEniff: "Pay the money upfront and save yourself from costly mistakes later." Ryan McEniff: "It's not about convincing clients—they need to feel they're making the right decision." Ryan McEniff: "Emerging technologies won't replace caregivers, but they'll complement care and transparency." Resources:1. Learn more about Minute Women Home Care 2. Connect with Ryan McEniff on LinkedIn 3. Explore The Caregiver's Toolbox podcast 4. Discover the EOS framework through Traction by Gino Wickman 5. Connect with David Knack on LinkedIn 6. Connect with Zingage on LinkedIn 7. Powered by Zingage 8. Subscribe on Zingage's YouTube

Bob Roth, co-founder and managing partner of Cypress Home Care Solutions, joins host David Knack to share his journey from an "accidental caregiver" to a leader in the home care industry. Bob reflects on the challenges of balancing empathy and business decisions, recounting a pivotal moment when his compassion led to hard lessons about retaining the right team members. He discusses how this experience shaped his approach to leadership and highlights the importance of aligning personal values with operational success. Through his journey, Bob emphasizes the value of reframing the narrative around home care, leveraging innovative technologies like machine learning to optimize operations, and advocating for the industry's recognition as a vital part of the healthcare continuum. His insights provide actionable strategies for home care professionals looking to improve caregiver recruitment, streamline operations, and advocate effectively for the future of home care. Lesson Takeaways: 1. Empathy is essential in caregiving but must be balanced with practical business decisions to ensure success. 2. Reframing home care as a critical part of the healthcare continuum helps elevate its recognition and value. 3. Innovation and collaboration are key to staying relevant in a rapidly changing industry. 4. Focusing on potential clients who can afford private pay services ensures time and resources are well spent. 5. Streamlining caregiver onboarding and building personal connections are crucial for retention and operational efficiency. Timestamps: [00:01:00] Bob's journey from consumer goods to home care. [00:04:00] Redefining home care as "in-home supportive care." [00:08:00] Empathy in business: Strength or weakness? [00:16:00] The Medicare Advantage conundrum: Overpromised, under delivered. [00:22:00] Respite care challenges and CMS programs. [00:29:00] Avoiding common marketing mistakes in home care. [00:32:00] Leveraging machine learning to optimize recruitment and operations. [00:37:00] Collaborating with innovative partners to scale caregiver hiring. Quotes Bob Roth: "We are the Rodney Dangerfield of the healthcare continuum: we get no respect." Bob Roth: "You have to fish where the fish are. Focus on clients who can afford your services." Bob Roth: "In home care, you need to innovate and collaborate. If you stay static, you'll be obsolete." Resources: 1. Learn more about Cypress Home Care Solutions 2. Connect with Bob Roth on LinkedIn 3. Explore partnerships like Homecare Pro and Hello Hire 4. Join the Home Care Association of America for industry insights. 5. Connect with David Knack on LinkedIn 6. Connect with Zingage on LinkedIn 7. Powered by Zingage 8. Subscribe on Zingage's YouTube

Ravin Shah, CEO and founder of HelloHire, joins host David Knack on Homecare Hindsight to discuss his entrepreneurial journey, the challenges of caregiver recruitment, and the technology solutions his platform offers. Ravin shares his early mistakes, including initially overlooking the home care industry, and the lessons he learned about the importance of embracing industry-specific technology. He also dives into the unique intersection of commerce and empathy in the home care industry, the value of video interviews in caregiver recruitment, and the balance of human connection with technology-driven efficiency. This episode provides practical insights for home care professionals looking to streamline recruitment processes, enhance caregiver engagement, and grow their agencies. Lesson Takeaways: Don't assume caregivers are not tech-savvy. If they can use consumer-facing apps like Facebook and FaceTime, they can adapt to user-friendly recruitment platforms like HelloHire. Leverage video interviews. They streamline recruitment, save time, and make the process more convenient for both recruiters and caregivers. Focus on high-value tasks. Let technology handle repetitive, low-value administrative work so recruiters can focus on building meaningful connections with candidates. Adopt a caregiver-centric approach. Make the recruitment process fast, frictionless, and intuitive to stand out to high-quality applicants. Iterate based on feedback. Even critical feedback from customers can lead to product improvements and greater value delivery. Timestamps: [00:00:00] The importance of a fast, frictionless recruitment process. [00:01:00] Ravin Shah's introduction and background in technology and startups. [00:03:00] Challenges of work-life balance as a repeat founder. [00:04:00] The unique blend of commerce and empathy in the home care industry. [00:06:00] Ravin's career do-over: preferring outdoor, hands-on work. [00:07:00] The biggest mistake: initially ignoring the home care industry. [00:12:00] Realizing the potential of HelloHire for home care recruitment. [00:14:00] Addressing caregiver recruitment challenges with technology. [00:18:00] Why video interviews are an underrated tool in recruitment. [00:22:00] Balancing human connection and automation in recruitment processes.[00:25:00] Win of the week: leveraging constructive customer feedback for product improvement. Quotes Ravin Shah: "If caregivers can use Facebook and FaceTime, they can use tech like HelloHire designed for simplicity." David Knack: "Stop throwing people at problems; invest in systems and tools to let your team operate at the top of their qualifications. Ravin Shah: "The first interview should be on video, and the last interaction should be in person to ensure a proper fit." Ravin Shah: "High-value work is building relationships with caregivers. Low-value work is admin—automate the low-value tasks." Resources: 1. Visit HelloHire 2. Connect with Ravin Shah on LinkedIn 3. Connect with David Knack on LinkedIn 4. Connect with Zingage on LinkedIn 5. Powered by Zingage 6. Subscribe on Zingage's YouTube

Gabrielle Pumpian, COO of Entrethrive, joins host David Knack to share her journey from a sales leader to her current operations-focused role. Gabrielle reflects on her biggest sales mistake—getting stuck in the "friend zone" with clients—and how it held her back from achieving measurable results. She recounts the pivotal moment when her manager challenged her to move the dial, prompting her to rebuild relationships with key decision-makers and reshape her sales approach. Through this experience, Gabrielle learned the importance of being intentional with client interactions, asking directly for the business, and balancing authenticity with professional strategy. Her insights offer valuable lessons for home care professionals looking to enhance their sales tactics, engage caregivers effectively, and foster sustainable agency growth. Lesson Takeaways: Avoid getting stuck in the "friend zone" with potential clients; ensure you're building relationships that move the needle for your business. Be proactive and intentional in asking for the business—don't rely on assumptions. Authenticity and vulnerability foster trust in both sales and caregiving relationships. Caregiver engagement and career development are key to retention and long-term agency growth. Create diverse activities and personal connections with accounts to stand out and build stronger partnerships. Timestamps: [00:00:00] Gabrielle's journey from sales to COO at Entrethrive. [00:06:00] The "friend zone" mistake in sales and how to avoid it. [00:11:00] Building relationships with decision-makers and avoiding assumptions. [00:17:00] Bringing authenticity and vulnerability to sales and caregiving. [00:24:00] Engaging caregivers to reduce turnover and improve retention. [00:27:00] Creating career pathways for caregivers to drive business growth. [00:30:00] Avoiding desperation in sales and focusing on meaningful client relationships. [00:34:00] Gabrielle's recent win: driving accountability and results in leadership coaching. Quotes: Gabrielle Pumpian: "Every time you're in there, you have to ask for the business. Don't be scared. Don't be intimidated." Gabrielle Pumpian: "It's not about being vulnerable in a room of other home care owners. It's about being vulnerable within yourself to really look inward. Gabrielle Pumpian: "You got to be you, and you're not going to be able to build a long-lasting, fruitful relationship with anyone if you're pretending to be someone that you're not." Resources: Learn more about entrethrive Connect with Gabrielle Pumpian on LinkedIn Explore Entrethrive's Breakaway Program Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage's YouTube

Stephen Tweed, CEO of Leading Home Care and founder of the Home Care CEO Forum, joins host David Knack on the Home Care Hindsight Podcast to discuss his extensive career in the home care industry. In this episode, Stephen shares insights on why caregiver retention matters as much as recruiting, how defining a clear vision shapes business growth, and why building a strong team is essential for success. Reflecting on his biggest career regret, Stephen offers a blueprint for moving from a solopreneur approach to building a team that allows business owners to "work on their business, not in it." Stephen's lessons cover the value of retaining top caregivers, the importance of strategic delegation, and how small changes in team structure can lead to lasting success in home care. His experiences provide actionable advice for home care owners aiming to improve both their business and caregiver engagement. Lesson Takeaways: Define your vision with a clear, forward-looking plan for both business and lifestyle to set meaningful goals. Prioritize retention over recruitment by focusing on retaining top caregivers, which builds continuity for clients and caregiver satisfaction, creating long-term growth. Work on the business, not in it by delegating effectively and developing a team that allows for strategic oversight rather than daily operational tasks. Invest in high-quality hires, as recruiting carefully for cultural fit and skill can significantly reduce turnover and improve team stability. Timestamps: [00:00:00] Discussion on why people leave home care companies, emphasizing the importance of proper treatment and consistent scheduling. [00:01:00] Announcement about rebranding from Ava to Zyngage. [00:03:00] Stephen's insight on the power of metrics: "What gets measured gets managed, what gets rewarded gets repeated." [00:04:00] Stephen's philosophy on mixing work and play in business and life. [00:07:00] A memorable travel story in Japan, showcasing the joy of cultural exchange and adventure. [00:08:00] Reflection on the "biggest career regret" of building a practice instead of a company, highlighting the impact of long-term vision. [00:10:00] Stephen discusses the importance of "future regret" as a tool for planning meaningful career decisions. [00:12:00] Steps for business owners to shift from a "practice" to a "company" with a broader impact. [00:16:00] Story of traveling to Italy with friends, underscoring the significance of living without regrets.[00:18:00] Advice on designing a business that supports personal goals, such as travel or family time.[00:21:00] Key factors in caregiver retention, such as hiring quality applicants and engagement strategies. [00:22:00] The concept of "caregiver-first culture" to improve service quality and business growth.[00:27:00] Explanation of high-level leadership through accountability and strategic retention management. [00:31:00] The impact of a strong phone presence in a business, creating lasting impressions with clients and caregivers. [00:35:00] Stephen's legacy through transferring ownership of the Home Care CEO Forum, ensuring a lasting industry impact. [00:40:00] Stephen's advice on "future-proofing" home care businesses by crafting a strong vision, culture, and systems. Quotes Stephen Tweed: "If we really want to grow a business, then we need to focus on the whole process of recruiting, selection, onboarding, training, retention…it starts with high-quality applicants." Stephen Tweed: "What gets measured gets managed, what gets rewarded gets repeated." Stephen Tweed: "A number of members have made a conscious decision... We're going to put our caregivers first. And you say that to most business people and they say, no, no, the customer is always first. But we're saying in this case, no, because if we can get high quality caregivers and keep them, we can get clients." Resources: Home Care CEO Forum Home Care CEO LinkedIn Community Stephen Tweed on LinkedIn Leading Home Care Connect with David Knack on LinkedIn Powered by Zingage Connect with Stephen Tweed on LinkedIn Recommended Reading: Conquering the Crisis by Stephen Tweed Latest Ebook: Six Secrets to Selling Home Care to Your Ideal Client

Marissa Snook, CEO of CoreCubed, joins host David Knack in this episode of Home Care Hindsight to share her extensive experience in home care marketing and website management. Marissa explains the critical importance of keeping your website secure by regularly updating plugins, themes, and backups. She also emphasizes the need for businesses to maintain all website logins and ownership of their sites. Marissa reflects on common mistakes she's seen from clients, including the risks of losing everything due to website neglect, and shares best practices for safeguarding your online presence. Throughout the conversation, she highlights the significance of AI in marketing, the role of authentic branding, and the continuing relevance of print marketing in home care. She provides actionable advice on handling inquiry calls and connecting with clients effectively. Lesson Takeaways: Website maintenance is essential to keeping your site secure; update plugins and design themes regularly. Maintain backup copies of your website on a different server than your web host to avoid major issues if the host is compromised. Home care agencies need to rethink branding, moving away from overused symbols like hearts and angel wings. Strong inquiry call handling is key to converting marketing efforts into clients. Agencies must monitor how calls are handled to avoid missed opportunities. AI is a starting point, not the complete solution; tools like Perplexity AI can be used to improve operations, but they're evolving quickly. Timestamps: [00:00:00] Website maintenance tips: Keeping sites secure and up-to-date [00:02:00] Introduction of Marissa Snook, CEO of CoreCubed [00:04:00] The biggest website mistake: forgetting to pay your web hosting bill [00:06:00] How failing to maintain a website can result in losing everything [00:08:00] Understanding domain, web hosting, and website logins [00:10:00] Backup strategies for website security during election years [00:12:00] Overcoming home care branding clichés and focusing on life, not just care [00:16:00] The importance of handling inquiry calls properly to grow your business [00:19:00] Using AI and SEO to stay ahead in marketing [00:22:00] Print marketing is still effective for senior care, especially with referral sources [00:24:00] How to evaluate the success of social media and print marketing efforts Quotes: Marissa Snook: "Your server is only as secure as the weakest website on that server." David Knack: "Delegation is hard for leaders, but it's essential for long-term success and growth." Resources: CoreCubed Website Follow Marissa on LinkedIn Connect with David Knack on LinkedIn Fisher Price Video: What Logins Do I Need to Manage My Website? Ava Ava on LinkedIn

Casey Rausin, COO of Care on the Block, sits down with host David Knack to share her journey from nursing to care management in this episode of Home Care Hindsight. She discusses the critical steps involved in defining an ideal client profile and streamlining services to improve efficiency. Casey also reflects on the unique challenges her team encountered during the COVID-19 pandemic and how refocusing on core services led to a positive impact on both employees and clients. Throughout the conversation, Casey highlights the importance of effective training, open communication, and strategic delegation in building a successful and sustainable care management business. Lesson Takeaways: Care management can reduce stress for families, providing expert guidance for navigating complex health systems. Define an ideal client profile to focus on core strengths and build a sustainable business. Strong communication and clear processes within the company improve both employee retention and client satisfaction. Ongoing training is essential for home care employees, especially as the industry shifts towards managing more complex health conditions at home. Delegation and trust in your team are key to growing a business successfully. Timestamps: [00:00:00] Introduction of care management and Casey Rawson's background. [00:02:00] Defining care management and its role in home care. [00:06:00] Casey's biggest mistake: trying to be everything to everyone. [00:10:00] Strategic decisions made during COVID and defining the ideal client. [00:15:00] The importance of training and care quality in the future of home care. [00:19:00] Delegation and Casey's personal growth as a leader. [00:25:00] The impact of burnout in home care and how organizations can address it. [00:30:00] Casey's proud moment: Trusting her team and the value of autonomy. [00:35:00] Closing thoughts on care management and its future role in the home care industry. Quotes: Casey Rausin: "Care management allows families to be just that – families, while professionals handle the complex healthcare decisions." David Knack: "Delegation is hard for leaders, but it's essential for long-term success and growth." Resources: Learn more about Care on the Block Follow Casey Rausin on LinkedIn Aging Life Care Association Follow Home Care Hindsight on YouTube and other social media platforms. Connect with David Knack on LinkedIn Ava Ava on LinkedIn

Justin Currie, the owner and CEO of Thema Home Care and Founder of Masters of Home Care, joins host David Knack to share his journey of building a thriving home care agency. Justin discusses his biggest challenges, including the costly mistake of working with Medicaid and how he pivoted to private pay clients. He also offers valuable strategies on cash flow management, automating billing processes, and making data-driven decisions that propelled his agency to the Inc 5000 list. Lesson Takeaways: Focus on private pay for cash flow stability. Automate billing and streamline financial operations. Learn from your data to make smart business decisions. Diversify client types but stay true to your ideal client profile. Stay intentional with your goals and challenge your business to grow. Timestamps: [00:00:00] Introduction to Justin Currie and his journey in home care. [00:01:00] From Canada to the U.S.: Starting a home care agency. [00:04:00] The $30,000 mistake with Medicaid and the shift to private pay. [00:07:00] Data-driven decisions and streamlining operations. [00:09:00] Automating billing for private pay clients. [00:12:00] Marketing strategies for attracting the right clients. [00:16:00] Managing growth and the necessity of scaling. [00:20:00] How to handle bad referrals and maintain quality care. Quotes: Justin Currie: "Success came out of necessity when we couldn't get funding." Justin Currie: "Automating billing for private pay clients was a game changer for us." David Knack: "It's amazing how data can streamline operations and keep you growing." Resources: Learn more about Thema Home Care Exclusive for our listeners! Special Offer of VIP Private Pay Strategies. Email Justin at [email protected]. Follow Justin Currie on LinkedIn. Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

Adam Corcoran, owner of Elevation Marketing, shares the story of his first major sales presentation to host David Knack. This episode presents his rocky start in the home care industry and how it ultimately shaped his business success. He opens up about his first major sales presentation, where he was completely unprepared to handle the jargon, questions, and expectations of a room full of social workers. Adam learned the importance of preparation, understanding client pain points, and asking for help through this humbling experience. His insights provide valuable lessons for anyone looking to improve their approach to sales, marketing, and building strong referral partnerships in home care. Lesson Takeaways: Always do your homework before meeting potential clients. Understand their pain points and tailor your approach to address them. Don't be afraid to seek guidance when you're out of your depth. Asking for help is a sign of strength, not weakness. Take the time to get to know your clients and referral partners on a personal level. Taking time to top off the basic tasks of care, like adding enrichment activities, can greatly enhance client satisfaction. Timestamps: [00:00:00] Adam introduces himself and his journey from home care to Elevation Marketing. [00:02:00] How Elevation Marketing doubled business during COVID. [00:06:00] Adam's biggest mistake: his first unprepared in-service with social workers. [00:09:00] The turning point: learning from the experience and seeking help. [00:15:00] Building relationships through understanding and asking the right questions. [00:17:00] The importance of trust and creating personalized experiences for clients. [00:25:00] Underrated practice in the industry: prioritizing social and enrichment components in care plans. [00:32:00] Key advice for home care owners: regularly check in with caregivers to ensure they feel supported. [00:36:00] Adam's recent win: combining home care expertise with promotional strategies to help agencies thrive. Quotes Adam Corcoran: "I was up there, sweating through questions I didn't have answers to. That day, I learned the hard way that you can't wing it in this business." Adam Corcoran: "People don't care what you do; they care what problem you can solve for them." David Knack: "Trust takes time to build, but it's the most critical factor in any successful home care relationship." Resources: Learn more about Elevation Marketing Follow Adam Corcoran on LinkedIn Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

Becky Reel, the founder and CEO of Reel Home Care Consulting, shares the story of how she made a major hiring mistake by bringing her nanny into the office during COVID-19. She overlooked red flags, creating a toxic work environment. She reflects on how she learned from that mistake, along with advice for home care business owners on hiring, culture-building, and managing caregivers. From improving business practices to creating strong team dynamics, Becky's insights offer valuable lessons for anyone in the home care industry. Lesson Takeaways: Always dig deeper when hiring, even for trusted individuals. Check references thoroughly and pay attention to red flags. Foster a culture where people come first, and the results will follow. Don't just check in with your team—truly check on them and understand how they're feeling about the work environment. Engaging with both positive and negative reviews can humanize your business and showcase your commitment to improvement. If you want to sell your business in the future, start planning years or even decades in advance. Timestamps: [00:00:01] Becky on the heaviness of home care and making it lighter. [00:01:05] Introduction of Becky Reel and her home care journey. [00:03:02] Becky's current obsession: her emotional connection with live music. [00:06:00] Becky's big mistake: Hiring her nanny and overlooking red flags. [00:09:48] Decisions that Becky would do differently if she started over. [00:12:51] The importance of one-on-ones and creating a positive work culture. [00:17:00] Underrated industry practice: Responding to reviews. [00:21:00] David and Becky discuss responding to negative feedback and reviews. [00:26:17] Win of the week: Becky's success in getting a long-term client out of their comfort zone. [00:29:00] Plug for Reel Home Care Consulting and Home Care Hot Take Quotes Becky Reel: "I ignored so many red flags because I trusted her. But hiring someone you know personally isn't always the right move for your business." Becky Reel: "It's important to humanize what we're doing. Caregivers are people, and they need to feel supported beyond just their schedules." David Knack: "At the end of the day, home care is a people business. If you're not connecting with your team, it's going to hurt in the long run." Resources: Connect with Becky Reel on LinkedIn Learn more about Reel Home Care Consulting Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

In this episode of Home Care Hindsight, host David Knack sits down with Sarah Barker, owner of Senior Care Sales Solutions, to discuss the balance between growing a home care business and managing personal priorities. Sarah shares insights from her journey, including her big mistake of attending too many networking events at the expense of family time and how she's learned to optimize her efforts. Their conversation touches on overcoming childhood trauma, the importance of strategic time management, and the role of quality over quantity in marketing relationships. Listeners will gain valuable insights into managing home care agencies, improving sales tactics, and leading a balanced professional and personal life. Lesson Takeaways: Evaluate where your time goes and make sure it's propelling your business forward without sacrificing personal relationships. Focusing on fewer but deeper relationships with referral sources is key to success. Proper training for marketers on CRMs and tools is vital for successful adoption. Balance healthcare sources with legal and financial advisors to ensure long-term stability. Understand how early experiences can shape your professional approach, and work to overcome them. Timestamps: [00:00:00] Introduction to Sarah Barker and time management in home care. [00:01:15] Sarah's mission to redefine how senior care professionals approach relationships. [00:05:04] The impact of childhood trauma on professional behavior and sales efforts. [00:12:44] Sarah's biggest mistake: overcommitting to networking events. [00:17:48] The realization of time's fleeting nature and prioritizing what matters. [00:23:23] Overrated industry tools: CRMs and how to implement them properly. [00:27:00] What to look for in marketers: work ethic, curiosity, and communication competency. [00:31:00] Focusing on fewer, deeper referral relationships for long-term success. [00:35:00] Diversifying your referral portfolio: why you need both healthcare and legal/financial sources. [00:40:00] Win of the week: launching a virtual academy to make education more accessible. Quotes Sarah Barker: "You cannot get time back. The only thing you can do is decide how you're going to use your time." Sarah Barker: "Not everybody has to be your cup of tea. The quicker you learn that, the less demoralized you'll be in your efforts." David Knack: "We don't need to work with people who don't respect us—it's easy to not work with assholes." Sarah Barker: "Your referral portfolio should have both healthcare and financial advisors. It's about building depth in relationships, not just volume." Resources: Connect with Sarah Barker on LinkedIn Learn more about Senior Care Sales Solutions Connect Our Elders Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

In this episode of Home Care Hindsight, host David Knack sits down with Matt Ericksen, Senior Director of Sales and Operations at Griswold Home Care, to discuss his extensive experience and unique insights in the home care industry. Matt talks about overcoming personal challenges like dyslexia and ADHD to rise through the ranks and shares how his upbringing shaped his relentless drive to succeed. The conversation covers critical topics such as the importance of P&L management, strategies for reducing labor costs, and actionable steps to improve business metrics. Matt also highlights the benefits of proactive management and key performance indicators that agency owners should focus on. This episode is packed with valuable advice for home care professionals looking to elevate their operations and achieve sustained growth. Lesson Takeaways: Own Your P&L: See it as a story, not just numbers, and learn to manage labor and overhead for profitability. Proactive vs. Reactive: Shift your mindset from reacting to problems to anticipating and preventing them. Focus on First Billable Shift: The most crucial metric for staffing success is getting new hires to their first billable shift quickly. Overtime Costs: Controlling overtime and reducing unnecessary labor costs can have a massive impact on profitability. Timestamps: [00:00:00] Introduction to Matt Ericksen, his journey, and early life challenges with dyslexia and ADHD [00:06:00] Building the ultimate playroom for his kids and the importance of creative outlets [00:09:00] Matt's biggest mistake: not owning his P&L early in his career [00:13:00] The importance of viewing a P&L as a story and focusing on labor costs [00:17:00] Pricing services based on internal labor costs and avoiding margin compression [00:23:00] Key metric: Hours per employee and retention strategies [00:31:00] Matt's win of the week: Contributing to the Home Care Pulse 15th Anniversary Benchmark Report [00:35:00] Matt's advice for agency owners: Focusing on first billable shift and key staff hiring practices Quotes Matt Ericksen: "Your P&L is your truth teller at the end of the day. It's not just about numbers—it tells the story of your business." Matt Ericksen: "Focus on the things that drive real change—managing labor costs and being proactive, not reactive." Matt Ericksen: "Make sure your new hires are working within 48 hours of hire, or you risk losing them to turnover." David Knack: "When you shift from reacting to problems to anticipating them, that's when real growth happens." Resources: Connect with Matt Ericksen on LinkedIn Learn more about Griswold Home Care Home Care Pulse 15th Anniversary Benchmark Study Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

In this episode of Home Care Hindsight, host David Knack sits down with Emily Isbell, founder of EI and Company, to discuss her impressive journey from caregiver at 19 to a successful home care consultant and bestselling author. They delve into Emily's early career, the evolution of her business, and the release of her book, 'The 24/7 Solution.' Emily shares valuable insights on correcting mistakes, the importance of consistently executing strategies, and the necessity of looking for talent within your existing workforce. They also explore the challenges of maintaining emotional maturity in a high-stakes industry like home care. Lesson Takeaways: When mistakes happen, own them, apologize, and work to make things right rather than focusing on defending your actions. Stick to your systems and execute consistently, even when challenges arise. This is essential for long-term success. Look for leadership potential in your caregivers. With the right mentorship, they can become powerful contributors to your business. Base your decisions on hard data, not emotional reactions, to ensure sustainable growth and success. Timestamps: [00:00:00] Introduction to Emily Isbell and her home care journey [00:04:29] Emily's "What if?" career: Owning a gym for competitive gymnastics [00:07:34] The cigarette mistake: A cringe-worthy moment from Emily's caregiving days [00:13:00] Emily's key takeaway: "It's about making right, not being right" [00:16:37] The importance of consistent execution in the home care industry [00:25:00] Promoting from within: Emily's philosophy on caregiver development [00:34:31] Big vs. small mistakes: Thinking like an owner, not a manager [00:40:41] Emily's win of the week: Growing client businesses by 60% in six months Quotes Emily Isbell: "It's not about being right; it's about making right. That's how you build trust in this industry." David Knack: "An urgent problem in home care is also an important one, which makes it crucial to respond with emotional maturity." Emily Isbell: "I would not be here today if someone hadn't believed in promoting caregivers from within." Emily Isbell: "Data over dopamine—that's how we keep the business growing without being reactive to every little challenge." Resources Emily Isbell on LinkedIn Emily's Book: The 24/7 Solution: Proven Strategies for Home Care Business Leaders EI and Company: Consulting firm specializing in home care operations and growth strategies EI and Company on LinkedIn Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

In this episode of Home Care Hindsight, host David Knack interviews Rachel Gartner, founder and CEO of Carework. They discuss Rachel's life in rural South Georgia as an Army wife and mother, her passion for hiring military spouses, and the unique challenges in the home care recruitment industry. Rachel shares insights on building effective systems for employee recognition, managing rapid company growth, and the importance of maintaining a caregiver-first mindset. They explore the difficulties of balancing recruitment intentions with execution and the significance of analyzing recruitment metrics. The episode concludes with Rachel's thoughts on overrated and underrated recruitment strategies, the benefits of a strong referral program, and simplifying the hiring process. Lesson Takeaways: Scaling employee recognition requires both intention and properly built systems to ensure no one falls through the cracks. Having a defined and consistent recruiting process is more effective than constantly chasing flashy new recruiting strategies. Owners and leaders need to be mindful of their language and attitudes about caregivers, as it sets the tone for the entire organization. Referral programs are a highly effective yet often underutilized source of quality candidates and should be funded appropriately based on cost-per-hire metrics. Timestamps: [00:01:03] Introduction to Rachel Gartner's mission as a military spouse through Carework [00:07:21] A lesson from Rachel's dad and her big mistake realized after reading employee feedback [00:14:00] Discussing how Rachel built a system to acknowledge every caregiver's hard work and spotting company problems through surveys [00:23:00] Overrated vs. Underrated: Rachel's take about how to improve recruiting strategies [00:29:08] How complaining about caregivers influence a whole team and Carework's newest case study [00:35:13] Home Care Hot Take: Rachel's valuable knowledge about hiring caregiver candidates Quotes Rachel Gartner: " When I do fail or make a big mistake, I go, well, you know what? At least I know I'm trying really hard." David Knack: "Our best caregivers never get to hear from us because we know we can rely on them and they're out of sight, out of mind. " Rachel Gartner: " I will challenge people on bad practices. But there's so much doom and gloom out there that actually is really not helpful for agencies that want to grow. That I try to be very clear of like, it is possible and it can work and it can be really fun and rewarding." Resources: Carework on LinkedIn Sign in to Carework Case Study about a 25% Cut of Caregiver Turnover Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

In this episode of Home Care Hindsight, host David Knack sits down with Julio Briones, CEO of The Briones Group Consulting, to explore his unique journey in the home care industry. From his start in home care at the tender age of 15 to becoming a well-respected consultant, Julio shares valuable lessons learned along the way. The conversation takes a deep dive into the challenges of hiring, the myth of the caregiver shortage, and the importance of proper legal documentation. Julio's story is a mix of humor, hard-won wisdom, and a surprising love for karaoke. This episode is a must-listen for anyone in the home care industry looking to avoid common pitfalls and find innovative solutions to their staffing challenges. Lesson Takeaways: Always invest in having your service agreements professionally reviewed to protect your intellectual property and avoid costly mistakes. Relying on one client or one type of service can be risky. Explore additional verticals to ensure business stability. Whether it's with clients or caregivers, nurturing relationships is crucial for business growth and employee retention. Make quick decisions based on measurable outcomes and don't be afraid to cut losses when necessary. Timestamps: [00:00:00] Getting to know Julio and his career in home care. [00:01:50] Julio's perspective on hiring stay-at-home moms for flexible roles. [00:06:32] Discussing Julio's biggest mistake in consulting and the lessons learned. [00:12:00] The importance of proper legal documentation in business. [00:17:21] Overrated vs. Underrated: Julio's take on the caregiver shortage myth. [00:30:30] The art of failing quickly: why making quick decisions can save your business. [00:38:40] Julio's latest business ventures and what excites him about the future. Quotes Julio Briones: "The best lessons that we learn in life and what creates true wisdom are usually the most painful and most expensive for us to learn." David Knack: "Learning's always expensive." Julio Briones: "There's no shortage of caregivers; there's a shortage of agencies that know how to retain them." Resources: Home Care Owners Corner on YouTube The Briones Group Consulting Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

In this episode of Home Care Hindsight, host David Knack sits down with Amber Monroe, VP of Customer Experience at Paradigm, to dive deep into the challenges and triumphs of hiring in the home care industry. Amber shares her journey from making critical hiring mistakes early in her career to becoming a leader who knows how to navigate the complexities of team building. The conversation touches on the importance of behavioral-based interview questions, the impact of company culture on employee retention, and the often-overlooked need to professionalize the caregiver role. With a mix of humor and serious insights, this episode is a must-listen for anyone in the home care industry looking to improve their hiring practices and build a stronger, more resilient team. Lesson Takeaways: Focus on asking questions that reveal how candidates have handled situations relevant to the role they are applying for. Hire candidates who align with your company's culture, even if they lack some technical skills. Elevate the status of caregivers by creating clear career paths and recognizing their critical role in the business. How you respond to criticism, whether from employees or clients, sets the tone for your organization's culture. Timestamps: [00:00:00] Introduction to Amber Monroe and her role at Paradigm [00:03:00] Amber's restaurant-picking skills and the anxiety of making group decisions [00:07:00] Discussing Amber's biggest career mistake: hiring the wrong candidate [00:12:00] The pivotal moment when a bad hire impacted Amber's career progression [00:17:00] Behavioral-based questions and their importance in hiring [00:24:00] Professionalizing the caregiver role and creating career paths [00:29:00] The importance of focusing on caregiver and staff experiences [00:34:00] Amber's win of the week: launching a successful customer satisfaction survey Quotes Amber Monroe: "I think it was pretty clear to me when my boss's boss sat me down and said, 'This situation is the reason why we're not moving forward with your promotion.' That was a pivotal moment in my career." David Knack: "An angry customer is not somebody you're going to lose. An angry caregiver is not necessarily somebody you're going to lose. It's about what you do with that energy." Amber Monroe: "At the end of the day, people just want to feel heard, valued, and appreciated. And there are ways to do that in any circumstance." Resources: Paradigm Amber Monroe's LinkedIn - Paradigm Senior Services Home Care Pulse's Benchmark Study Electronic Visit Verification (EVV) Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube