Libsyn Directory

Your Online Reputation is Killing Your Home Care Business (And How to Fix It) — Welton Hong

Release Date: 04/08/2025

I Overcomplicated Medicare Advantage (And Found a Simple Fix That Worked) — Fady Sahhar

Home Care Hindsight

Fady Sahhar, a disability advocate and home care strategist with decades of experience, unveils how Medicare Advantage is reshaping home care—and why agencies must rethink caregiver training to thrive. In this eye-opening conversation with host David Knack, Fady shares: Why 750+ Medicare Advantage plans now cover home care (and how to tap into this growing market). The "lifetime value" mindset shift that turns clients into long-term partners. How peer coaching solves EVV resistance and caregiver retention challenges. Fady also reveals common cultural blindspots when expanding into new...

How My Control Freak Tendencies Almost Sank My Deals (And What Fixed It) — Bruce Vanderlaan

Home Care Hindsight

Bruce Vanderlaan, seasoned investment banker and home care M&A expert, reveals how control-freak tendencies can sabotage agency growth, and why letting go is the key to unlocking real value. In this candid conversation with host David Knack, Bruce shares hard-won lessons from decades of guiding home care owners through exits, including: The financial metrics buyers actually care about (and why "too profitable" can be a red flag). How over-control devalues your agency—and how to fix it. The surprising role of culture in maximizing your sale price. Bruce also dives into common...

Exclusivity Almost Killed Our Culture — Jensen Jones

Home Care Hindsight

Jensen Jones, CEO of Home Care CEO, opens up about the surprising mindset shift that reshaped his entire business model from an “exclusive” high-revenue think tank to a values-driven, mission-aligned community. In this candid conversation, Jensen and host David Knack explore how aligning personal values with business decisions can radically improve culture, retention, and growth. Jensen reflects on how his father's illness helped define his core values and how he now helps agencies scale without losing their humanity. He reveals the dangers of over-customizing roles, why playbooks prevent...

How Chasing Growth Nearly Broke My Business (And the Process That Saved It) — Dr. Greg Sanchez Jr.

Home Care Hindsight

Dr. Greg Sanchez, a former pharmaceutical scientist turned Home Instead franchise owner, shares how rapid growth nearly derailed his business, and the policies that saved it. From evacuating bedbound clients during wildfires to securing $400K in training grants, Greg reveals how to scale without sacrificing stability. Learn why overtime below 2% is possible, how to hire schedulers who thrive on chaos, and why the "gray market" of private caregivers threatens the industry. In this episode, you’ll discover: 1. The hidden costs of growing "at all costs" and how to avoid bankruptcy. 2....

Metrics Made Me Blind: The Culture Lesson That Saved My Business — John Bennett

Home Care Hindsight

John Bennett, CEO of DLEM Holdings, reveals how his obsession with data nearly stalled his multi-agency empire—until one accidental escape room outing reignited growth. In this heartfelt episode, John shares how culture saved his business, what he learned from six acquisitions (including one that led to an FBI raid), and the systems that allow his team to thrive across five states. From team rituals and storytelling to onboarding playbooks and Zingage gamification, John maps out how he’s scaling connections without losing control. In this episode, you’ll discover: 1. The three types...

The Control Trap That Stalled My Growth (and How Positive Psychology Broke Me Free) — Aaron Marcum

Home Care Hindsight

Aaron Marcum, home care industry titan and founder of Breakaway365, reveals how his obsession with control nearly destroyed two companies—and how Martin Seligman’s positive psychology transformed him into a leader who scaled his business *while taking 8-week sabbaticals*. In this raw conversation, Aaron dismantles toxic myths about turnover and "balance," shares why presence beats perks for loyalty, and delivers a science-backed framework for building self-multiplying teams. In this episode, you’ll discover: 1. How Aaron almost abandoned Home Care Pulse mid-study—and the 8-month hunt...

Why I Acted Like a One-Talent Leader (and What Snapped Me Out of It) — Todd Allen

Home Care Hindsight

Todd Allen, CEO of AxisCare, shares how a personal caregiving experience led him into the home care technology space and the transformative mindset shift that changed his leadership approach. In this conversation with David Knack, Todd unpacks what “play to win” means in home care, why AI needs cautious adoption, and how proactive health habits (for you and your caregivers) can transform outcomes. In this episode, you’ll discover: 1. Why AxisCare started as an internal tool—and how it grew into a mission-critical SaaS for agencies. 2. The hidden risk of perfectionism in business and...

SEO, Google Ads, and AI in Home Care — Jeremy Fuller

Home Care Hindsight

Jeremy Fuller, a digital marketing expert with 23 years of experience and founder of Grow Senior Care Marketing, shares actionable insights for home care agencies. In this episode, you’ll discover: 1. The ChatGPT Surprise: How a client found their agency through ChatGPT—without it being a marketing goal. 2. The $500 Mistake: Why most home care agencies waste 80% of their Google Ads budget (and how to fix it). 3. Automation Pitfalls: The dangers of over-automating caregiver recruitment and how to strike the right balance. 4. SEO Myths Debunked: Why tracking rankings isn’t SEO—and...

Why Your Best Employees Quit (And How to Keep Them) — Krystal Wilkinson

Home Care Hindsight

Krystal Wilkinson, owner of a 4-location home care agency in Arizona, shares hard-won lessons from 13 years in the trenches. In this episode, you’ll discover: 1. The $250,000 Mistake: How holding onto toxic employees cost her top performers (and how to spot the red flags earlier) 2. The "Golf Cart Law" Effect: How advocating for seniors’ safety became a unexpected business growth lever 3. Caregiver Shout-Outs That Stick: The Wednesday ritual that boosted retention (including a 17-year employee) 4. From Theater Major to Home Care CEO: Why her Broadway background makes her a better leader...

This Franchise Training Mistake That Almost Broke Our New Owners — Christina Chartrand

Home Care Hindsight

Christina Chartrand, SVP of Training at Senior Helpers, reveals why companionship is the unspoken "glue" of home care—even if no one pays for it directly. In this episode, she shares: 1. The sugarcoating mistake that backfired with new franchisees (and how brutal honesty builds better owners) 2. Why puppetry skills translate to dementia care (plus her past life as a professional puppeteer) 3. The 3-year rollercoaster rule—why early chaos is normal (and when it stabilizes) 4. Age-Friendly Care certification—how Senior Helpers is redefining senior independence Lesson Takeaways: 1....

More Episodes

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/

Watch Episode on Zingage’s YouTube: https://www.youtube.com/@Zingage

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