How I Stopped Caring About “Tech” And Focused On What Works — Shauna Sweeney
Home Care Hindsight
Shauna Sweeney, founder and CEO of Tender Care, joins host David Knack to discuss the pivotal mistake that reshaped her approach to building technology for families navigating aging and care. Shauna, a former Facebook executive who entered the care space while caring for her father with Alzheimer’s, opens up about how she initially overlooked a simple, physical solution, the Tender ID, because it didn’t fit the “tech founder” mold. She shares how clinging to the vision of a complex, all-in-one digital platform delayed solving a critical, immediate need: giving first responders instant...
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My Fear of Risks Slowed My Career Down — Michelle Cone
Home Care Hindsight
Michelle Cone, SVP of Industry Engagement at HomeWell Franchising, joins host David Knack for a conversation that spans from marathon running to mission-driven leadership. Michelle opens up about the career mistake that shaped her trajectory: playing it safe early on and not taking enough risks. She explains how saying “yes” to an unfamiliar role in home care as an inexperienced mom became the turning point that led to a 27-year career. Michelle dives into the underrated core of home care: delivering exceptional quality care as the ultimate growth engine. She unpacks why a strong intake...
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My Misaligned Entrepreneurship Approach Burned Me Out — Jessica Nobles
Home Care Hindsight
Jessica Nobles, co-founder of Home Care Ops, joins host David Knack for a powerful conversation about the two mistakes that have defined her 20-year journey in home care. Jessica opens up about the entrepreneurial identity crisis that left her burned out and unfulfilled, living as an “empire builder” when she’s truly a “lifestyle entrepreneur.” She reveals how this misalignment drained her joy and impacted her team, and shares the framework to help every business owner define their own path to success. The conversation then dives into the tactical hiring mistake she’s made “over...
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I Trusted Passion Over Process and It Broke My Business – Kristen Duell
Home Care Hindsight
Kristen Duell, founder of Momentum Healthcare and Technology Consulting, joins host David Knack for a raw conversation about the recurring mistake that has shaped her entire leadership journey: believing that shared passion and purpose are enough to run a successful business. Kristen opens up about the "black eyes and kidney punches" she's endured from moving too fast and trusting that others shared her standards of integrity, without first establishing clear structure and alignment. She explains why "momentum without tension is chaos" and how this hard-won lesson is now the core philosophy of...
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My Failed Acquisition Pushed Me To Do More Due Diligence – Kevin Smith
Home Care Hindsight
Kevin Smith, CEO of Best of Care, joins host David Knack to pull back the curtain on a splashy but failed acquisition that taught him a brutal lesson about due diligence. Kevin opens up about buying an adult day health program's home care arm, a deal that made perfect sense on paper but fell apart at the seams, resulting in a massive revenue shortfall. He reflects on the costly mistake of relying too heavily on his relationship-driven "gut" for a process that required forensic analysis, and how the timing—closing the deal the day before his first child was born—added immense personal...
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On Death and Dying in Home Care Part 2 – Gabrielle Pumpian and Nicole Soares
Home Care Hindsight
Gabrielle Pumpian returns, joined by death doula and end-of-life consultant Nicole Soares, for a profound conversation about the one thing every home care agency deals with but few are prepared for: death. They explore a common operational mistake: failing to align a caregiver's duties with a client's core values, leading to disengagement and a reduced schedule. Nicole shares her powerful personal journey that led her to become a "one-stop death shop," while Gabby reflects on the costly mindset of viewing a client's passing primarily as a revenue loss. The discussion offers actionable advice...
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On Death and Dying in Home Care Part 1 – Gabrielle Pumpian and Nicole Soares
Home Care Hindsight
Gabrielle Pumpian returns, joined by death doula and end-of-life consultant Nicole Soares, for a profound conversation about the one thing every home care agency deals with but few are prepared for: death. They explore a common operational mistake: failing to align a caregiver's duties with a client's core values, leading to disengagement and a reduced schedule. Nicole shares her powerful personal journey that led her to become a "one-stop death shop," while Gabby reflects on the costly mindset of viewing a client's passing primarily as a revenue loss. The discussion offers actionable advice...
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The "Frankenstein's Monster" Team That Forced a Culture-First Fix – Victor Hunt
Home Care Hindsight
Victor Hunt, the passionate CEO and co-founder of Zingage, joins host David Knack for a long-awaited conversation. Victor opens up about the critical hiring mistake from his first startup: prioritizing raw technical skill over team cohesion and culture fit, a misstep that almost broke the company. He explains why this "Frankenstein's monster" approach to building a team fails and how it informed his "culture-first" philosophy at Zingage. Victor shares the only two traits he now looks for in every hire and dives into the underrated genius of home care owners, who are often overwhelmed by...
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The $10,000 Mistake That Forged a Stronger Partnership – John "Moz" Mozdzien
Home Care Hindsight
John "Moz" Mozdzien, a Navy veteran and co-founder of Veterans First, joins host David Knack to share a costly hiring mistake—but not of a person. He "hired" a flawed understanding of VA benefits, leading to a $10,000 loss on his company's very first case. He opens up about the specific rule regarding surviving spouses that they misunderstood and how this "hard fail" became the foundation for a 99.9% approval rate today. Moz reflects on how the crisis forged an unbreakable bond with his business partner, built on pre-existing trust. The conversation also covers the underrated power of...
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Hiring the Wrong Person Taught Me About Building a Better Team – Becky Reel
Home Care Hindsight
In this re-released episode of Home Care Hindsight, host David Knack sits down with Becky Reel, founder and CEO of Reel Home Care Consulting and former owner of a top-rated home care agency. In their conversation from 2024, Becky vulnerably shares the story of her biggest hiring mistake: bringing her nanny into the office during COVID-19. She details how she overlooked numerous red flags, which led to a toxic work environment and significant business disruption. From this experience, she learned invaluable lessons about the importance of thorough reference checks, truly listening to her team,...
info_outlineMichelle Cone, SVP of Industry Engagement at HomeWell Franchising, joins host David Knack for a conversation that spans from marathon running to mission-driven leadership. Michelle opens up about the career mistake that shaped her trajectory: playing it safe early on and not taking enough risks. She explains how saying “yes” to an unfamiliar role in home care as an inexperienced mom became the turning point that led to a 27-year career.
Michelle dives into the underrated core of home care: delivering exceptional quality care as the ultimate growth engine. She unpacks why a strong intake process is a make-or-break function, how to avoid common pitfalls that waste time and trust, and why the industry’s shift toward value-based care means every agency must pay attention to CMS and healthcare ecosystem changes, even if they’re private-pay.
The conversation also explores how to use AI and automation to free up time for human connection, why the best caregivers don’t want to work with “bozos,” and how to build a culture where mission drives every operational decision.
Lesson Takeaways:
1. Take the Leap Before You Feel Ready: Waiting for the perfect moment or full confidence can cost you career-defining opportunities. Often, the best growth comes from saying “yes” and stretching into the unknown.
2. Quality Care is Your Best Marketing: Your first client and the quality of care you deliver set the tone for everything; caregiver recruitment, retention, client satisfaction, and community reputation. Start small, excel, and let the results speak.
3. Master the Intake Conversation: A great intake process isn’t about selling, it’s about listening, educating, and qualifying. By understanding a caller’s real needs and fears, you build trust whether they become a client or not.
4. Automate the Robotic, Humanize the Relational: Use technology to handle administrative tasks so your team can focus on what matters: in-person introductions, caregiver support, and building trust with clients and families.
5. Pay Attention to the Healthcare Ecosystem: Even if you’re private-pay, changes in CMS, Medicaid, and hospital-at-home models impact your referral sources and market opportunities. Ignoring these shifts is a strategic mistake.
Timestamps:
00:00 – The loneliness of caregiving and the need for human connection
02:10 – Introducing Michelle Cone and her role at HomeWell Franchising
05:30 – The mistake of avoiding risk early in her career
08:45 – How a scheduling coordinator job changed her life
11:20 – Why self-awareness and team diversity drive success
14:50 – The most underrated thing in home care: exceptional quality care
18:10 – Why your best caregivers don’t want to work with “bozos”
21:45 – The shiny object trap: AI, tech, and keeping the human touch
24:30 – How a solid intake process transforms conversion and trust
30:15 – Turning lost leads into future clients with education and empathy
34:00 – Michelle’s recent win: Record franchise growth at HomeWell
36:20 – How to connect with HomeWell and explore franchising
Quotes:
Michelle Cone: "I wish in my earlier career I would've taken more risks. You're building confidence, you're becoming a subject matter expert, and we all face imposter syndrome. Take the jump and then stretch."
Michelle Cone: "Your greatest asset starts with your very first client and providing exceptional care to that client. Great quality client care is your greatest acquisition tool; for clients, for caregivers, for retention."
David Knack: "Your best caregivers don't want to work with inconsistent caregivers or bad hires. If they feel like they're the only ones who care, they'll wonder if they're in the right organization."
David Knack: "The question is: what parts of the scheduler role can we automate to prevent them from being stuck in the office and instead allow them to be in clients' homes doing introductions?"
Resources:
1. Learn more about HomeWell Franchising: https://homewellfranchising.com/
2. Find a HomeWell agency near you: https://homewellcares.com/
3. Connect with Michelle Cone on LinkedIn: https://www.linkedin.com/in/michelle-cone-748378127/
4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/
5. Powered by Zingage: https://zingage.com
6. Watch this episode on Zingage’s YouTube: https://www.youtube.com/@Zingage