Home Care Hindsight
Welcome to Home Care Hindsight, where we dive deep into the lessons learned and strategies developed by home care providers to build a resilient and dedicated workforce. Powered by Zingage, this podcast is your go-to resource for insights on retaining caregivers, reducing turnover, and optimizing your operations. Join us as we share real stories, expert advice, and practical tips that help you keep your caregivers happy and your business thriving.
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What I Wish Every Home Care Owner Knew – Steven Gonzales
09/16/2025
What I Wish Every Home Care Owner Knew – Steven Gonzales
In this episode of Home Care Hindsight, host David Knack is joined by Steven Gonzales, CEO of HealthView Home Health & Hospice, to demystify the world of home health. Steven breaks down the core function of home health, its role in the care continuum post-hospital discharge, and the critical financial challenges driven by payer mix and Medicare Advantage. He shares invaluable insights on how home care agencies can become essential partners by understanding clinical needs, tracking client payer data, and focusing on true care coordination. Steven also looks to the future, discussing the exciting potential of AI and personalized medicine to transform patient outcomes and free up caregivers to focus on human connection. Lesson Takeaways: 1. Home Health's Core Role: The primary goal is to help patients recover after a hospital discharge through skilled nursing and therapy, with success measured by preventing rehospitalizations. 2. Payer Mix is Everything: The biggest challenge isn't getting referrals—it's profitability. Declining reimbursement rates, especially from Medicare Advantage plans, force agencies to be highly selective about which patients they can accept without losing money. 3. Become a Data-Driven Partner: Home care agencies can stand out by tracking their clients' insurance (payer mix) and proactively presenting this data to potential home health partners to see if a business relationship is even feasible. 4. You Are the Eyes and Ears: Non-medical home care is a powerful tool for preventing hospitalizations. The key is to be "woven into the care plan" and act as an early warning system for changes in condition, communicating effectively with clinical partners. 5. The Future is Personalized: Advancements in AI and technology will lead to more personalized medicine and customized software solutions, freeing up professionals to focus on the human elements of care and coordination. Timestamps: 00:00 - Introduction to the "Home Health 101" series and Steven Gonzales 02:30 - Steven’s journey from non-medical home care to leading a post-acute continuum company 05:00 - How HealthView differentiates itself through culture in a competitive nursing market 09:15 - The day-to-day of home health: Who gets referred, from where, and why 12:45 - The real challenge: It’s a payer mix problem, not a referral problem 18:20 - Why Medicare Advantage plans are squeezing home health margins 22:30 - The metrics that matter: Hospitalization, rehospitalization, and proving value to health systems 28:50 - The critical gap home care can fill in the care continuum 33:40 - How home care providers should approach partnerships with data in hand 38:00 - The exciting future of personalized medicine and AI in home-based care Quotes: Steven Gonzales: "There's such a demand for home health... but it's not a referral problem, it's really a payer mix problem." Steven Gonzales: "Home care [is] such a pivotal part of preventing hospitalizations as long as... they're weaved into the care plan. They're the eyes and ears." David Knack: "Something to give is something that... takes very little extra work. Just make it part of the intake process." Steven Gonzales: "The reason computers were built was for us to go do life... Freeing up people's time so they can... do the human stuff really well is what I think is pretty cool." Resources: 1. HealthView Home Health & Hospice: 2. Connect with Steven Gonzales on LinkedIn: 3. Connect with David Knack on LinkedIn: 4. Powered by Zingage: 5. Watch Episode on Zingage’s YouTube:
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I Wasted Hiring 7 Salespeople Before I Got It Right – Gregg Mazza
09/09/2025
I Wasted Hiring 7 Salespeople Before I Got It Right – Gregg Mazza
In this episode of Home Care Hindsight, host David Knack welcomes Gregg Mazza, former home care agency owner and current coach to home care entrepreneurs. Gregg shares his journey from building a successful agency from scratch to selling it and now helping other owners avoid the pitfalls he experienced. He opens up about his biggest mistake: hiring seven salespeople who failed before he finally cracked the code on building a sales team that drives growth. Gregg emphasizes the importance of hiring for traits over industry experience, implementing clear systems, and holding teams accountable. He also discusses the dangers of “no-one-can-do-it-better-than-me-itis” and how empowering your team can free you to focus on strategic growth. Lesson Takeaways: 1. Hire for Traits, Not Just Experience: Look for drive, resilience, and heart—these are often more important than industry background. 2. Build Systems, Not Dependencies: Document your sales and operational processes so anyone can step in and succeed. 3. Delegate to Scale: You can’t grow if you’re the bottleneck. Trust your team, empower them, and hold them accountable. 4. Let Go of Perfection: Good enough often is. Focus on progress, not perfection, and build feedback loops to maintain quality. 5. Trust Your Gut: If a hire isn’t working, don’t wait. Cut ties early to save time, money, and stress. Timestamps: 00:00 - Introduction to Gregg Mazza 02:00 - Gregg’s journey from home care owner to coach 07:20 - The burnout trap: Why owners get stuck in the weeds 11:30 - The sales hiring nightmare: 7 fails before success 18:40 - The 3 keys to sales hiring: Right person, system, accountability 22:15 - Why “good customer service” isn’t a differentiator 27:50 - The disease of “I can do it better myself” 32:10 - How to break the open-door policy habit 36:45 - Gregg’s win: Trusting his gut to fire fast 40:00 - Plug: Gregg’s mastermind group for growth-minded owners Quotes: Gregg Mazza: “I hired 7 salespeople who failed before I got it right. I wasted over $200,000—but I didn’t give up.” David Knack: “If you’re the bottleneck, you can’t scale. It’s that simple.” Gregg Mazza: “Hire the hunter with a heart. Drive and compassion aren’t mutually exclusive.” Gregg Mazza: “No-one-can-do-it-better-than-me-itis is a rampant disease in small business. It will keep you stuck.” Resources: 1. Gregg Mazza’s Mastermind Group: https://homecarebreakthrough.com/ 2. Connect with Gregg Mazza on LinkedIn: https://www.linkedin.com/in/gregg-mazza 3. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack 4. Powered by Zingage: https://zingage.com 5. Watch Episode on Zingage’s YouTube: https://www.youtube.com/@Zingage
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Find Someone 2-3 Years Ahead of You (Here’s Why) – Lucas Carroll
08/26/2025
Find Someone 2-3 Years Ahead of You (Here’s Why) – Lucas Carroll
In this episode of Home Care Hindsight, host David Knack sits down with Lucas Carroll, CEO of The Business of Senior Care. Lucas specializes in guiding home care startups, change of ownerships, and expansions through the complex world of state licensing and compliance. He shares his unexpected journey from law school dropout to becoming a key resource in the home care industry. Lucas dives into a significant opportunity for agencies: diversifying into private duty nursing to retain clients, offer premium services, and increase revenue. He also emphasizes the profound value of building relationships, even with competitors, and the importance of seeking mentorship from those just a few years ahead in their journey. Lesson Takeaways: 1. Explore Private Duty Nursing: There's a growing niche between non-medical home care and full home health. Offering services like medication setup, injections, or wound care privately can be a significant revenue driver and client retention tool. 2. Your Network is a Lifeline: Actively build relationships with other agency owners. They can be collaborators, not just competitors, providing support when you're short-staffed or need advice. 3. Leverage Your Experience: Don't overlook starting a business in the industry you know best. Your existing knowledge and network are invaluable assets. 4. Delegate to Accelerate: The biggest bottleneck for many owners is trying to do everything themselves. Identify the highest and best use of your time (often sales and marketing) and delegate or outsource the rest. 5. Learn from Those Ahead: Find mentors who are 2-3 years ahead of you. Their recent mistakes and lessons learned are a shortcut to avoiding frustration and saving time and energy. Timestamps: 00:00 - Welcome to Home Care Hindsight 02:12 - Introduction to Lucas Carroll and The Business of Senior Care 02:41 - Diversifying service lines and payer sources 03:59 - The opportunity in private duty nursing 07:40 - Lucas on being a middle child and his personality 09:22 - The big mistake: Not leveraging his home care experience sooner 12:14 - The moment the idea clicked: A call from the health department 14:59 - The emotional journey of a new home care owner 17:08 - The entrepreneur's constant doubt: "Have I made a mistake?" 18:46 - The most underrated thing in home care: Relationship building 22:53 - A small mistake with big impact: Trying to do everything yourself 26:28 - A recent win: Helping agencies expand into private duty nursing Quotes: Lucas Carroll: "If you can talk to somebody who's two to three years ahead of where you want to be... they usually are like, man, I made so many mistakes. I would do this... and you just save yourself frustration, time, energy." Lucas Carroll: "Why can't I leverage the experience and expertise and the mentors and the knowledge that I gained throughout this home care journey?" Lucas Carroll: "The true value [is] in relationship building in the industry... developing relationships with other home care agencies who could be considered competitors." David Knack: "Home care does not attract people who are looking to delegate by virtue of who they are as people... The buck stops with me. I'm gonna take care of it." Resources: 1. The Business of Senior Care: 2. The Business of Senior Care on LinkedIn: 3. Lucas Carroll on LinkedIn: 4. Connect with David Knack on LinkedIn: 5. Connect with Zingage on LinkedIn: 6. Powered by Zingage: 7. Watch Episode on Zingage’s YouTube:
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The Two Jobs I Wish I’d Focused On Sooner – Chuck Bailey
08/19/2025
The Two Jobs I Wish I’d Focused On Sooner – Chuck Bailey
In this episode of Home Care Hindsight, host David Knack welcomes Chuck Bailey, founder and CEO of True North Holdings, to discuss the realities of being a small business owner in the home care industry. With decades of experience as a corporate executive, franchisee, franchisor, and now a service provider to franchisees, Chuck shares invaluable insights on the challenges of entrepreneurship, the importance of financial discipline, and the two critical roles every business owner must master: driving revenue and building a team. He also reflects on his biggest mistake: trying to control everything, and how learning to delegate and trust his team transformed his business. Lesson Takeaways: 1. The Two Core Responsibilities of an Owner: Focus on driving revenue and building your team. Everything else can be delegated or outsourced. 2. Avoid Overcontrol: Holding onto tasks too tightly limits growth. Delegate early and trust your team to execute, even if their methods differ from yours. 3. Financial Cadence is Key: Regularly review your finances, regardless of whether you’re struggling or thriving. Consistency in financial oversight prevents surprises and fuels growth. 4. Hire for Vision Alignment: Prioritize hiring bright, adaptable people who understand and embody your mission, rather than just industry experience. 5. AI as a Tool, Not a Miracle: While AI can enhance consistency and efficiency, it requires training and alignment with your business’s core values to be effective. Timestamps: 02:24 - The challenges of being a small business owner in home care 07:25 - Chuck’s biggest mistake: Trying to control everything 12:44 - The importance of mission and vision in team building 19:18 - Financial cadence: Why it’s critical for business success 24:41 - Overrated in home care: Exotic marketing solutions 29:50 - The role of AI in home care and maintaining message consistency 34:31 - A small mistake with big consequences: Delegating sales too soon 40:41 - Chuck’s win of the week: Launching My Franchise Bookkeeper Quotes: Chuck Bailey: "The two jobs of a business owner are to drive revenue and build the team. Everything else can be outsourced." David Knack: "The rub of leadership is holding the vision tightly but the execution loosely." Chuck Bailey: "People buy from people who care. That’s the foundation of home care." Chuck Bailey: "80% of AI is crap. The 20% that works can change your business—if you train it right." Resources: 1. Chuck Bailey on LinkedIn: 2. True North Holdings on LinkedIn: 3. True North Holdings website: 4. My Franchise Bookkeeper: 5. Connect with David Knack on LinkedIn: 6. Connect with Zingage on LinkedIn: 7. Powered by Zingage: 8. Watch Episode on Zingage’s YouTube:
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Stop Thinking Like a Manager when You’re an Owner – Emily Isbell
08/12/2025
Stop Thinking Like a Manager when You’re an Owner – Emily Isbell
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 talk about 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: 1. When mistakes happen, own them, apologize, and work to make things right rather than focusing on defending your actions. 2. Stick to your systems and execute consistently, even when challenges arise. This is essential for long-term success. 3. Look for leadership potential in your caregivers. With the right mentorship, they can become powerful contributors to your business. 4. Base your decisions on hard data, not emotional reactions, to ensure sustainable growth and success. Timestamps: 00:00 - Introduction to Emily Isbell and her home care journey 04:29 - Emily’s "What if?" career: Owning a gym for competitive gymnastics 07:34 - The cigarette mistake: A cringe-worthy moment from Emily’s caregiving days 13:00 - Emily’s key takeaway: "It’s about making right, not being right" 16:37 - The importance of consistent execution in the home care industry 25:00 - Promoting from within: Emily’s philosophy on caregiver development 34:31 - Big vs. small mistakes: Thinking like an owner, not a manager 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: 1. Emily Isbell on LinkedIn: 2. Emily's Book: The 24/7 Solution: Proven Strategies for Home Care Business Leaders: 3. EI and Company: 4. EI and Company on LinkedIn: 5. Connect with David Knack on LinkedIn: 6. Connect with Zingage on LinkedIn: 7. Powered by Zingage: 8. Watch Episode on Zingage’s YouTube:
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Why I Stopped Trying to Lead Alone – Guy Tommasi
08/06/2025
Why I Stopped Trying to Lead Alone – Guy Tommasi
In this episode of Home Care Hindsight, host David Knack welcomes Guy Tommasi, a seasoned leader in the home care industry with over 25 years of experience. Guy shares his journey from hospital care to pioneering innovative, data-driven strategies in non-medical home care. He takes us to a discussion of the importance of differentiating your agency by aligning with stakeholders' needs, leveraging data to demonstrate outcomes, and the pitfalls of overemphasizing "scaling" as a measure of success. Guy also highlights the transformative power of collaboration, both within teams and with clinical partners, and why home care agencies should seize opportunities in higher-acuity care. Lesson Takeaways: 1. Success is Defined by You: Don’t let external benchmarks like "scaling" dictate your agency’s success. Focus on what aligns with your goals and values. 2. Speak Your Stakeholders’ Language: To stand out in a competitive market, translate your services into outcomes that matter to referral sources, such as reduced hospital readmissions and improved patient satisfaction. 3. Empower Your Team: Leadership isn’t about making all the decisions—it’s about involving your team, fostering ownership, and trusting them to drive innovation. 4. Don’t Assume Clinical Programs Aren’t for You: Non-medical home care agencies can play a critical role in value-based care and hospital-at-home programs. Challenge assumptions and explore new revenue streams. Timestamps: 00:00 - Welcome to Home Care Hindsight 02:10 - The competitive landscape of Connecticut’s home care market 04:35 - How data became a differentiator for Guy’s agency 08:28 - The power of speaking stakeholders’ language 12:19 - Overcoming the "private pay" objection with referral sources 16:39 - Guy’s "Neuralizer" moment: The 2004 Yankees-Red Sox World Series 19:48 - The big mistake: Trying to lead alone instead of empowering the team 25:00 - A team success story: How a supervisor transformed their data program 29:47 - Why "scaling" is overrated in home care 33:25 - The problem with calling caregivers "unskilled" 36:24 - The mistake of leaving clinical opportunities on the table 42:10 - Guy’s proudest moment: Helping an agency join a hospital-at-home program 45:00 - Final plug: Home care’s strategic role in the future of healthcare Quotes: Guy Tommasi: "Success is what you feel it is. Don’t let the word ‘scale’ intimidate you or dictate whether you’re successful or not." David Knack: "An urgent problem in home care is also an important one, which makes it crucial to respond with emotional maturity." Guy Tommasi: "Don’t assume because something is ‘clinical’ that it’s not for you. 80% of health outcomes are non-medical—that’s our space." Guy Tommasi: "Leadership isn’t about dragging people along—it’s about directing their energy and letting them own the results." Resources: 1. Guy Tommasi on LinkedIn: 2. Corcoran Consulting Group LLC: 3. Corcoran Consulting Group LLC on LinkedIn: 4. Connect with David Knack on LinkedIn: 5. Connect with Zingage on LinkedIn: 6. Powered by Zingage: 7. Watch Episode on Zingage’s YouTube:
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Blind Optimism Cost Me Two Years (Here’s How We Fixed It) — Randy Platt & Rodney Burris
07/30/2025
Blind Optimism Cost Me Two Years (Here’s How We Fixed It) — Randy Platt & Rodney Burris
Randy Platt and Rodney Burris, co-founders of Care Partners, reveal how blind optimism and over-reliance on culture nearly derailed their home care startup, and the pivotal shifts that turned their $0M mistake into 40% growth. In this transparent conversation, the duo unpacks their early missteps: from chasing unrealistic budgets to hiring for "culture fit" over performance. Discover how they transformed their partnership through radical transparency ("no barnacles"), why EQ now trumps IQ in their hiring, and the surprising metric that proves their team’s resilience. From solving healthcare fragmentation to measuring the unmeasurable (like caregiver impact on family stress), Randy and Rodney share hard-won lessons on building a company where love, empathy, and execution coexist. In This Episode, You’ll Discover: 1. The $0M mistake: How Rodney’s blind optimism burned 30 months of runway (and the team hack that fixed it). 2. Culture vs. performance: Why Randy’s "over-architected" hiring approach backfired—and the balance that works now. 3. The "no barnacles" rule: How radical partnership transparency prevents startup collapse. 4. EQ > IQ: Why they hire passionate novices over jaded experts. 50 The unmeasurable win: How caregivers reduce family anxiety (and why it’s their secret sauce). Lesson Takeaways: 1. Optimism needs guardrails: Involve your team in budgeting to spot blind spots. 2. Culture isn’t enough: Pair empathy with clear performance expectations. 3. Partnerships thrive on vulnerability: Know everything about your co-founder’s weaknesses. 4. Hire for grit, not just fit: Passionate learners outperform experienced skeptics. 5. Human connection > tech: AI can’t replace the caregiver’s role as "the thread through a patient’s life." Timestamps: 00:00 - Welcome to Home Care Hindsight 01:48 - Meet Randy & Rodney: Care Partners’ origin story 03:26 - Their big vision: Reducing healthcare fragmentation 06:06 - Rodney’s mistake: Blind optimism in budgeting 10:00 - The windshield moment: Overestimating referral timelines 13:57 - Randy’s mistake: Over-indexing on culture in hiring 16:58 - Why EQ beats IQ in team building 20:00 - The "no barnacles" partnership strategy 25:10 - Measuring caregiver impact beyond metrics 30:06 - Little mistakes: Cash reserves & peer mentorship 35:20 - Proudest win: Team-led expansion & Inc. 5000 recognition 38:12 - How to connect with Care Partners Quotes: "Blind optimism is like driving 100mph without seeing the windshields coming." — Rodney Burris "Human connection is the lifeblood of home care—no bot can replace it." — Randy Platt "90% of 50/50 partnerships fail. ‘No barnacles’ saved ours." — Rodney Burris "Cash is king. Add 20% to your budget—you’ll need it." — Randy Platt "CEOs are the loneliest people. Find a peer mentor." — Randy Platt Resources: 1. Randy Platt on LinkedIn: 2. Rodney Burris on LinkedIn: 3. Care Partners Website: 4. Connect with David Knack on LinkedIn: 5. Connect with Zingage on LinkedIn: 6. Powered by Zingage: 7. Watch Episode on Zingage’s YouTube:
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Don’t Forget Owner Involved Employee Recognition (like I did) – Rachel Gartner
07/15/2025
Don’t Forget Owner Involved Employee Recognition (like I did) – Rachel Gartner
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: 1. Scaling employee recognition requires both intention and properly built systems to ensure no one falls through the cracks. 2. Having a defined and consistent recruiting process is more effective than constantly chasing flashy new recruiting strategies. 3. Owners and leaders need to be mindful of their language and attitudes about caregivers, as it sets the tone for the entire organization. 4. 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: 00:00 - Welcome to Home Care Hindsight 01:03 - Introduction to Rachel Gartner’s mission as a military spouse through Carework 07:21 - A lesson from Rachel’s dad and her big mistake realized after reading employee feedback 14:00 - Discussing how Rachel built a system to acknowledge every caregiver’s hard work and spotting company problems through surveys 23:00 - Overrated vs. Underrated: Rachel’s take about how to improve recruiting strategies 29:08 - How complaining about caregivers influence a whole team and Carework’s newest case study 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: 1. Carework on LinkedIn: 2. Sign in to Carework: 3. Case Study about a 25% Cut of Caregiver Turnover: 4. Connect with David Knack on LinkedIn: 5. Connect with Zingage on LinkedIn: 6. Powered by Zingage: 7. Watch Episode on Zingage’s YouTube:
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I Wasted Two Years on the Wrong Thing (Here’s How I Pivoted) — John Soltys
07/09/2025
I Wasted Two Years on the Wrong Thing (Here’s How I Pivoted) — John Soltys
John Soltys, founder of Project Senior Care, shares his hard-won lessons from wasting two years (and resources) on an overcomplicated tech vision—and how a pivot to caregiver training and mentorship unlocked explosive growth. In this raw conversation, John reveals how his "big idea" mentality almost sank the business, why 96% of seniors fall into an unaffordable care gap, and the partnerships now helping agencies serve everyone—regardless of income. From rebuilding trust with his team to rethinking caregiver recruitment (hint: stop recycling the same hires), John breaks down the "no one left behind" approach that’s transforming referrals, discharge planning, and even veteran care access. In This Episode, You’ll Discover: 1. The $2M mistake: Why John ignored expert advice (and how it burned his runway). 2. The "middle 96%" problem: Solving care for seniors who aren’t poor enough for Medicaid or rich enough for private pay. 3. How Project Senior Care’s mentor program turns stagnant leads into high-conversion clients. 4. Why caregiver academies should target new talent pools (not just industry veterans). 5. The nonprofit partnerships that now let agencies say: "We can help anyone." Lesson Takeaways: 1. Focus beats complexity: Start with one "gear" of your vision, then scale. 2. Farm, don’t just hunt: Invest in long-term relationships, not just crisis-mode referrals. 3. Reputation is more valuable than revenue: Agencies that help all families (even non-paying ones) build unstoppable trust. 4. Recruit for passion, not experience: Train caregivers who see this as a career—not a side gig. 5. Listen to your team (and experts): Emotional detachment saves startups from "ugly baby" blind spots. Timestamps: 00:00 - Welcome to Home Care Hindsight 01:15 - John’s entrepreneurial journey & Project Senior Care’s mission 03:00 - The "middle 96%" crisis: Seniors who can’t afford care 06:10 - John’s $2M mistake: Overbuilding tech instead of focusing 09:55 - The pivot that saved the business: Caregiver academy & mentor programs 13:30 - Why most agencies recycle caregivers (and how to find new talent) 16:45 - The problem with traditional referral sources 20:00 - "No one left behind": Partnering with nonprofits to serve all families 25:10 - How the mentor program transforms stagnant leads 28:40 - Little mistakes that sink agencies (and how to fix them) 32:50 - John’s proudest win: Expanding resources for veterans and low-income seniors 35:20 - How to join Project Senior Care’s mentor program Quotes: "I wasted two years of runway because I thought I was the smartest guy in the room." — John Soltys "96% of seniors aren’t poor enough for Medicaid or rich enough for private pay. That’s our sweet spot." — John Soltys "Stop hiring the same caregivers working for five agencies. Find people who see this as a career." — John Soltys "Farm, don’t just hunt. If you’re not planting, you’re stuck on a treadmill." — John Soltys "The power of saying, ‘Send me everyone—not just the ones who can pay.’" — John Soltys Resources: 1. John Soltys on LinkedIn: 2. Project Senior Care: 3. Connect with David Knack on LinkedIn: 4. Connect with Zingage on LinkedIn: 5. Powered by Zingage: 6. Watch Episode on Zingage’s YouTube:
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I Overcomplicated Medicare Advantage (And Found a Simple Fix That Worked) — Fady Sahhar
07/01/2025
I Overcomplicated Medicare Advantage (And Found a Simple Fix That Worked) — Fady Sahhar
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 markets, the underrated power of back-office customer service, and why "nothing about us without us" should guide every disability interaction. In This Episode, You’ll Discover: Medicare Advantage 101: Reimbursement rates, local plan strategies, and why home care beats home health for post-discharge recovery. The "Wheelchair Lesson": How to interact with clients with disabilities (hint: sit down first). Rural vs. Urban Care: Why training must adapt to community rhythms—not just policies. Peer Coaching Magic: How top caregivers can train teams better than supervisors. Data = Negotiation Power: What payers really want from home care agencies in value-based contracts. Lesson Takeaways: Medicare Advantage is a gateway. Reimbursement sits between Medicaid and private pay—but the real value is in lead generation and proving outcomes. Train caregivers as local experts. Your processes stay consistent, but training must reflect community needs. Peer coaches over policy manuals. Let star caregivers demonstrate EVV or crisis response—it’s 10x more effective. Track client health like a CRM. Preventing UTIs or hospitalizations is your leverage with payers. "Nothing about us without us." Involve clients with disabilities in designing their care. Timestamps: 00:00 – Welcome to Home Care Hindsight 01:50 – Fady’s intro: Wheelchair user, quadri-lingual, and advocate 03:10 – How to interact with clients with disabilities (the "pull up a chair" rule) 05:25 – Medicare Advantage’s home care boom: 750+ plans and counting 08:30 – Why home care beats home health for post-discharge recovery 12:15 – Fady’s biggest mistake: Treating all clients as homogeneous 16:40 – Rural vs. urban care: Why training must adapt to local culture 20:50 – Peer coaching: How star caregivers can train teams (EVV success story) 25:30 – Underrated #1: Back-office customer service as a differentiator 29:45 – Underrated #2: Proving outcomes to payers (data = $$$) 33:20 – Little mistake: Ignoring client lifetime value (and how to fix it) 36:00 – Fady’s proudest win: Agencies embracing value-based care 38:10 – Final thoughts: Plugging The VBP Blog and Dual Eligible HQ Quotes: "If you’re standing next to someone in a wheelchair, pull up a chair. Talk to them—not their companion." — Fady Sahhar "Medicare Advantage plans don’t need a nurse to help someone get dressed. They need a caregiver at half the cost." — Fady Sahhar "Peer coaches make EVV adoption feel like help—not surveillance." — Fady Sahhar "Your caregivers are your eyes and ears. Train them to spot UTIs before ER visits happen." — Fady Sahhar Resources: Connect with Fady Sahhar on LinkedIn: ProVantaCare Website: The Value-Based Payment Blog: Dual Eligible HQ: Connect with David Knack on LinkedIn: Connect with Zingage on LinkedIn: Powered by Zingage: Watch Episode on Zingage’s YouTube:
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How My Control Freak Tendencies Almost Sank My Deals (And What Fixed It) — Bruce Vanderlaan
06/24/2025
How My Control Freak Tendencies Almost Sank My Deals (And What Fixed It) — Bruce Vanderlaan
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 mistakes owners make when preparing to sell, the underrated power of industry conferences, and why "hiring people to leave" might be the best culture strategy you’ve never tried. In This Episode, You’ll Discover: The "sweet spot" for profitability—why 15% EBITDA is ideal (and why 25% scares buyers). Control vs. value—how micromanaging tanks your agency’s sale price. The 4-6 month exit roadmap—what to organize now to avoid last-minute chaos. Culture as a financial asset—why buyers pay more for teams that thrive without the owner. Little mistakes with big consequences—like skipping conferences or neglecting sales pipelines. Lesson Takeaways: Your agency’s value hinges on independence. If it can’t run without you, buyers will pay less. Mindfulness over micromanagement. Train yourself to delegate like you’d train for a marathon. "Too profitable" is a warning sign. Sustainable systems beat heroics every time. Conferences are cheat codes. Relationships and knowledge there accelerate growth. Start exit prep early. Bank statements, compliance docs, and org charts matter now. Timestamps: 00:00 – Welcome to Home Care Hindsight 01:15 – Bruce’s unconventional intro: “Lawyer, teacher, teamster, farmhand” 02:45 – Why buyers care about how you grew (not just revenue) 05:04 – The golden financial benchmarks: 50% gross margin, 15% EBITDA 07:30 – Bruce’s biggest mistake: “I was a control freak—here’s how it backfired” 10:40 – How to delegate like a pro (even if it feels impossible) 14:15 – “The business thrived when I got out of the way” – real-client story 17:00 – Underrated #1: Culture that encourages employees to leave (but they stay) 19:25 – Underrated #2: Sales pipelines (why “sales cures all ills”) 22:10 – Little mistake #1: Skipping conferences (and how to fix it) 24:50 – Little mistake #2: Disorganized exits (the 4-6 month reality check) 28:30 – Blind spots in exit prep: Financials, compliance, and “recreated” legal docs 33:45 – Bruce’s proudest win: Guiding agencies through crises to successful exits 35:15 – Final thoughts: Plugging the mission of home care Quotes: “If it’s all you, the value is much lower. Buyers pay for replicable systems.” — Bruce Vanderlaan “Sales cures all ills—but you have to staff the growth.” — Bruce Vanderlaan “The best culture I’ve seen? Hire people expecting them to leave… then they stay.” — Bruce Vanderlaan “Agency owners: You’re not just building a business. You’re building an asset.” — Bruce Vanderlaan Resources: Bruce Vanderlaan on LinkedIn: Mertz Taggart: Connect with David Knack on LinkedIn: Connect with Zingage on LinkedIn: Powered by Zingage: Watch Episode on Zingage’s YouTube:
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Exclusivity Almost Killed Our Culture — Jensen Jones
06/17/2025
Exclusivity Almost Killed Our Culture — Jensen Jones
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 burnout, and why culture, not revenue, is the most accurate measure of success. In this episode, you’ll discover: 1. How exclusivity undermined his mission and what he did to fix it. 2. The “playbook” system that makes tribal knowledge scalable. 3. Why caregivers should be your biggest fans (and how to make it happen). 4. How defining roles instead of people avoids disaster. 5. Why agencies growing on paper might actually be stuck. Lesson Takeaways: 1. Define your culture first and then align everything else. 2. Exclusivity creates silos; accessibility builds connection. 3. You can’t scale around unicorns. Build roles, not people. 4. Retention isn’t just a strategy. It’s a reflection of values lived daily. 5. Revenue without culture is just noise. Growth starts from within. Timestamps: 00:00 – Welcome to Home Care Hindsight 01:25 – Meet Jensen Jones & his core values 05:25 – The story of his father’s illness & realignment 07:22 – Why exclusivity clashed with his mission 10:40 – Scaling relationships across revenue groups 14:52 – Turning members into the face of Home Care CEO 15:15 – How peer groups amplify values and ideas 18:02 – Culture that makes you want to work there 17:30 – Caregiver-first culture in action (with a flat tire) 22:07 – Screening for values during hiring 23:26 – Why top-line revenue is overrated 26:30 – Defining scalable roles, not just people 29:46 – Don’t punish your producers—manage bandwidth 31:34 – The value of team-created playbooks 32:24 – Playbooks as culture and training tools 36:33 – Using the org chart to plan your future team 37:36 – Hiring for the agency you want, not just the one you have 38:01 – Recent wins: Member growth, new groups, and impact 39:55 – Final thoughts & how to connect with Jensen Quotes: 1. “I don’t want to be the face of Home Care CEO. Our members are the face. Let’s amplify their voices.” — Jensen Jones 2. “Culture isn't on the wall—it’s what people repeat, live, and use to make decisions.” — Jensen Jones 3. “We’re not scaling unicorns—we’re scaling systems.” — Jensen Jones 4. “Revenue’s up, but census is flat? That’s not growth. That’s inflation.” — Jensen Jones Resources: 1. Jensen Jones on LinkedIn: 2. Home Care CEO’s website: 3. HOMECAREceo Forum Community: 4. Connect with David Knack on LinkedIn: 5. Connect with Zingage on LinkedIn: 6. Powered by Zingage: 7. Watch Episode on Zingage’s YouTube:
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How Chasing Growth Nearly Broke My Business (And the Process That Saved It) — Dr. Greg Sanchez Jr.
06/10/2025
How Chasing Growth Nearly Broke My Business (And the Process That Saved It) — Dr. Greg Sanchez Jr.
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. Why wildfires exposed the fragility of caregiver housing (and how it impacts retention). 3. A simple policy change that reduced overtime from 15% to under 2%. 4. The "puzzle solver" trait that makes schedulers successful and how to spot it. 5. Why private caregivers pose legal risks to families and how agencies can educate clients. Lesson Takeaways: 1. Sustainable growth over rapid growth: Infrastructure matters more than revenue milestones. 2. Policies prevent burnout: Document processes (like overtime allocation) to protect margins and morale. 3. Disasters reveal gaps: Housing and transportation barriers for caregivers are business risks. 4. Educate on the "gray market": Private caregivers may cost less upfront but carry legal and quality risks. 5. Grants fuel workforce development: Partner with nonprofits and unemployment offices to fund training. Timestamps: 00:00 - Welcome to Home Care Hindsight 01:23 - Dr. Greg Sanchez’s Background: From Pharma to Home Care 04:20 - Wildfire Crisis: Evacuating Clients & Caregiver Housing Challenges 11:00 - The Big Mistake: Growth Without Sustainability 16:30 - How Policy Changes Slashed Overtime from 15% to 2% 20:35 - Hiring Schedulers: Look for "Puzzle Solvers" & Over-Communicators 23:55 - The Overlooked Threat: Risks of the Caregiver Gray Market 27:40 - Little Mistake: Assuming Your Team Understands (Without Verification) 32:03 - Sales vs. Operations: How Cross-Training Aligns Teams 35:10 - Interdepartmental Collaboration: Breaking Down Silos 38:20 - Proud Moment: Securing $400K in Workforce Grants 40:00 - How to Find Grant Opportunities (Start with Your Unemployment Office) 42:55 - Plug: Home Care Association of America’s National Conference Quotes: 1. "Cancer is uncontrolled growth. Going from $1M to $5M without infrastructure is a house of cards." — David Knack 2. "Sustainable growth through innovation—without that caveat, we’d repeat our mistakes." — Dr. Greg Sanchez 3. "The gray market gambles with families’ legacies. We need to educate on the risks." — Dr. Greg Sanchez 4. "Hire schedulers who love puzzles. The job is a dynamic puzzle where pieces keep disappearing." — Dr. Greg Sanchez 5. "Trust but verify: Assume nothing when communicating expectations." — Dr. Greg Sanchez Resources: 1. Dr. Greg Sanchez Jr. on LinkedIn: 2. Home Instead Pasadena: 3. California Department of Aging Grants: 4. Home Care Association of America: 5. Connect with David Knack on LinkedIn: 6. Connect with Zingage on LinkedIn: 7. Powered by Zingage: 8. Watch Episode on Zingage’s YouTube:
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Metrics Made Me Blind: The Culture Lesson That Saved My Business — John Bennett
06/03/2025
Metrics Made Me Blind: The Culture Lesson That Saved My Business — John Bennett
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 of home care companies—and why only one survives. 2. Why metrics without mission lead to burnout (and the celebration that proved it). 3. A 450-person picnic and the powerful phrase on the back of their shirts. 4. What really happens after an acquisition—and why one agency shut down after 3 years. 5. The two things every leader must prioritize: process or people. Lesson Takeaways: 1. Culture creates momentum—and momentum drives growth. 2. “No margin, no mission”: If you can’t track it, you can’t sustain it. 3. Build scalable culture through rituals (like story-sharing, food, and gamification). 4. Delegate with structure: document what’s in your head, or you’ll stay the bottleneck. 5. Growth doesn’t happen because of metrics—it happens because people feel seen. Timestamps: 00:00 - Welcome to Home Care Hindsight 01:30 - Introduction & John Bennett's Background 03:20 - Addressing Death and Dying in Home Care 06:13 - How Different Companies Leverage Metrics for Impact 08:35 - Balancing Mission & Financial Savvy 10:10 - "Tell Us Your Story" Podcast Idea 13:15 - Overemphasis on Metrics & Neglecting Culture 16:39 - Quantifying Culture: Retention & Satisfaction 19:58 - Strategies for Employee Engagement 25:15 - The Importance of Caregiving 28:57 - Zingage & Caregiver Engagement Tech 29:36 - Mergers & Acquisitions Realities 35:48 - Delegation & Lessons from Acquisitions 36:30 - People vs. Processes in Business Expansion 39:46 - Documented Procedures & Scalability 42:05 - Financial Clarity & Long-Term Planning 43:30 - Adapting to Industry Shifts 43:45 - Finding Joy & Fulfillment in Leadership 44:58 - Final Thoughts & Future Outlook Quotes: 1. “Culture created our momentum—and momentum created our growth.” — John Bennett 2. “We celebrate care. On the front of the shirt: our company. On the back? ‘We do important work.’” — John Bennett 3. “You either need great people or great processes. If you’re a control freak like me, you’d better build the latter.” — John Bennett 4. “Acquiring an agency is like buying a house—you don’t see the leaky basement until after closing.” — John Bennett 5. “Metrics won’t matter if people hate working for you.” — David Knack Resources: 1. John Bennett on LinkedIn: 2. DLEM Holdings on LinkedIn: 3. DLEM Holdings on Facebook: 4. Connect with David Knack on LinkedIn: 5. Connect with Zingage on LinkedIn: 6. Powered by Zingage: 7. Watch Episode on Zingage’s YouTube:
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The Control Trap That Stalled My Growth (and How Positive Psychology Broke Me Free) — Aaron Marcum
05/27/2025
The Control Trap That Stalled My Growth (and How Positive Psychology Broke Me Free) — Aaron Marcum
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 for his COO that changed everything. 2. Why your best retention strategy is firing fast (and the one metric that predicts caregiver loyalty). 3. Aaron’s delegation framework that freed him for 3-hour bike rides while his company grew 4. Presence > productivity: How high-quality connections reduce turnover more than pay raises (Harvard study proof). 5. Breakaway365’s core: The "Guiding Genius" method helps leaders replace anxiety with aligned action. Lesson Takeaways: 1. Your first hire should be an EA, not a VP (admin tasks kill visionary leaders fastest) 2. Some turnover is healthy—bad fits leaving fast create space for loyal talent 3. Alignment beats balance (70% work focus + 30% life = sustainable growth) 4. Delegate the how, own the why (your team will outperform your micromanagement) Timestamps: 00:00 - Introduction 01:28 - Aaron Marcum Introduction 02:35 - Breakaway365 Journey and Timeline 05:35 - Positive Psychology Approach for Home Care 06:41 - Recommending Martin Seligman's "Flourish" and Marc Schulz's "The Good Life" 08:33 - Delaying Growth: The Mistake of Controlling Outcomes Without the Right People 10:50 - Finding the right Hand and Becoming a Master Delegator 13:05 - Guiding Genius: Using the "Four Quadrants" Framework (Eisenhower Matrix) 14:13 - Home Care Owners: Use the Replacement Ladder Method - Begin by Hiring an Executive Assistant. 17:30 - Alignment and Balanced Living: What Makes the Difference in Facing Challenges? 22:40 - Journaling in Quiet Moments (For Aaron) 23:31 - K.E.E.P Communication Process: Know What's Working. Envision the Way Possible. Engineer the Way Forward. Purpose-Driven Action 24:22 - The Keys to Self-Honesty: Humility and Self-Awareness 27:10 - Gain Valuable Insights: Asking Your Team for Honest Feedback That Drives Growth 29:58 - High-Quality Relationships: The Leader's Role in Home Care 32:01 - The Power of Office Team Partnership based on Home Care Pulse Survey 36:22 - Uniqueness in Culture, Core Values & Guiding Truths 39:03 - The Importance of Belongingness for Home Care Professionals 39:22 - Proper Delegation: 10-80-10 Principle. 40:02 - Book Recommendation: “Who Not How” by Dan Sullivan 42:30 - Witnessing the Impact of Transformation in a Home Care Space 44:29 - Plug: Breakaway365 is a premier coaching program, particularly for home care entrepreneurs Quotes: 1. "I took 8 weeks off—my team didn’t call, and revenue grew. I realized I’d been the bottleneck." — Aaron Marcum 2. "Stop tracking why people leave. Start asking why your best people stay." — Aaron Marcum 3. "Delegate outcomes, not tasks. Give the what, free the how." — Aaron Marcum 4. "Your caregivers don’t need another pizza party. They need 5 minutes of real presence." — David Knack Resources: 1. Breakaway365 on LinkedIn: 2. Aaron Marcum on LinkedIn: 3. Breakaway365 Website: 4. Connect with David Knack on LinkedIn: 5. Connect with Zingage on LinkedIn: 6. Powered by Zingage: 7. Watch Episode on Zingage’s YouTube:
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Why I Acted Like a One-Talent Leader (and What Snapped Me Out of It) — Todd Allen
05/20/2025
Why I Acted Like a One-Talent Leader (and What Snapped Me Out of It) — Todd Allen
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 how one CEO called Todd out for playing small. 3. Medicine 3.0 and how the caregivers you manage can be agents of proactive health for seniors. 4. How niche positioning in home care isn't limiting—it’s liberating. 5. Why culture beats skills in hiring—and what soft traits Todd prioritizes. Lesson Takeaways: 1. Lead with your chest. If you’re always playing defense, your agency’s growth will stall. 2. Caregivers can be health multipliers. Teach them biohacking basics, and you extend your clients’ healthspan. 3. Don’t DIY everything. Medicaid/VA billing is best left to experts—it’s too easy to mess up. 4. Hire for heart. A kind, empathetic team member with less experience will outperform a skilled but toxic one. Timestamps: 01:40 - Who is Todd Allen? 02:35 - The AxisCare Timeline: A Journey from Internal Tool to National SaaS 04:30 - Contrarian Approach to AI on Leveraging Home Care Opportunities 06:45 - Passion Project: Medicine 3.0 - Proactive Approach to Health 10:58 - Todd and David's Supplement Recommendations & Experiences 12:48 - Fun Fact about Grounding 14:10 - Mentality Shift on Playing to win versus Playing not to lose. 15:15 - The Pitfall of Perfection: A Mistake for Talent Leaders 17:01 - The Power of Calculated Risks 18:25 - Pivot by Listening to the Market to Expand Client Footprint 21:55 - Find the Best Value of Services according to your niche. 27:48 - The Political Stance on Why Home Care Is a Necessity for Seniors 29:50 - Home Care Owners' Focus on User Reviews Through CSAT and NPS Insights 31:05 - Hire for Culture, Skills Follow: Why Emotional Intelligence Matters More 33:15 - Successful Home Care Owners: Driven by Core Values 35:33 - Maintaining Focus on the North Star Metric Correlates with Business Impact 36:10 - Plug: Todd recommends Cryotherapy and how it benefits your health Quotes: 1. “I realized I was playing not to lose. Since then, I’ve been playing to win.” — Todd Allen 2. “Caregivers are an army. If we trained them on wellness, we’d radically improve senior outcomes.” — Todd Allen 3. “Hire for heart. You can train skill, but you can’t train empathy.” — Todd Allen 4. “Home care will kill you if you let it. So take ownership of your health.” — David Knack Resources: 1. AxisCare on LinkedIn: 2. Todd Allen on LinkedIn: 3. AxisCare Website: 4. Connect with David Knack on LinkedIn: 5. Connect with Zingage on LinkedIn: 6. Powered by Zingage: 7. Watch Episode on Zingage’s YouTube:
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SEO, Google Ads, and AI in Home Care — Jeremy Fuller
05/13/2025
SEO, Google Ads, and AI in Home Care — Jeremy Fuller
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 what moves the needle. 5. AI’s Double-Edged Sword: How AI changes search behavior and the risks of unvetted AI-generated content. Lesson Takeaways: 1. Stop Choking Ad Spend: A $500/month Google Ads budget is often too small to be effective—either go bigger or pause entirely. 2. Humanize Automation: Use tech to streamline processes (like caregiver nurturing), but keep critical touchpoints personal. 3. Reviews Matter: Agencies with 100+ Google reviews dominate local search—aim higher than the industry average of 40. 4. AI Proof Your Content: Always review AI-generated material for compliance risks (e.g., "fall prevention" vs. "fall assistance"). Timestamps: 00:00 - Introduction 01:20 - Guest Introduction 01:23 - The unexpected ChatGPT client discovery story 02:47 - AHA! Moments, Learnings and Opportunities from Checking Business Processes in Home Care Agencies 03:17 - Jeremy’s partnership to launch a home care agency in Tulsa 03:45 - Compliance challenges and automation opportunities in home care 05:00 - The problem with sending caregivers back to Indeed 06:55 - Jeremy’s unique approach: Offering prayer during marketing audits 07:45 - The big mistake: Over-automating caregiver communication 09:10 - How to automate wisely (without losing the human touch) 11:06 - The most underrated SEO tactic: Google reviews 12:12 - What SEO actually is (and isn’t) 14:27 - Mistakes Home Care Makes: Choking Google Ads Spend 16:43 - Why small Google Ads budgets fail—and how to optimize keywords 18:17 - Jeremy’s recent SEO breakthrough (the "quarter pickup" strategy) 20:00 - AI’s impact: ChatGPT as a search alternative and compliance risks 23:22 - The danger of AI "slop" and how to avoid it Quotes 1. "80% of Google Ad budgets are wasted on the wrong places. If you’re spending $500/month, you might as well not run ads at all." — Jeremy 2. "SEO isn’t tracking rankings—it’s taking actions to send Google the right signals. Reviews are part of that, but not the whole story." — Jeremy 3. "AI is like the early days of Google. It’s not replacing search yet, but it’s starting to uptick—and home care needs to pay attention." — Jeremy Resources: 1. Grow Senior Care Marketing: 2. Jeremy Fuller on LinkedIn: 3. Ultimate Home Care Marketing Session: 4. Connect with David Knack on LinkedIn: 5. Connect with Zingage on LinkedIn: 6. Powered by Zingage: 7. Watch Episode on Zingage’s YouTube:
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Why Your Best Employees Quit (And How to Keep Them) — Krystal Wilkinson
05/06/2025
Why Your Best Employees Quit (And How to Keep Them) — Krystal Wilkinson
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 Lesson Takeaways: 1. Fire Fast, Hire Slow: Bad hires drain culture faster than they drain revenue 2. Core Values as a Filter: Her 3 non-negotiables for hiring (and how to test for them in interviews) 3. Appreciation ≠ Pizza Parties: Why automated birthday videos outperform one-time bonuses 4. The McDonald’s Rule: Why process consistency beats “winging it” when scaling Timestamps: 00:00 - Seeing caregivers as people, not commodities 01:15 - Introduction to the episode and guest, Krystal Wilkinson 02:30 - Krystal’s background and journey from outreach work to home care 03:00 - Her husband's cancer diagnosis and impact on their lives 04:30 - How her husband's illness led to her joining the family home care business 06:10 - Transitioning from part-time helper to full-time home care owner 08:00 - Learning the business and the importance of trusting your team 09:45 - Building systems to empower team members 11:30 - The challenge of scaling while maintaining company culture 13:15 - How caregiver appreciation impacts retention 15:00 - Krystal’s philosophy: "People over profits" 16:45 - Advice for owners on stepping back and developing leaders 18:30 - Mistakes made and lessons learned about over-functioning 20:00 - The value of outside mentorship and fresh eyes 22:15 - How caregiver feedback shaped operational improvements 24:00 - A unique office culture that feels like family 26:00 - Final takeaways: respect caregivers, build systems, stay human Quotes 1. "I don't think we appreciate Caregivers enough. And so, I often see that as being kind of the place that we kind of fail sometimes. As home care owners, we just forget to see them as people." — Krystal 2. "When you make a bad hire, fire fast and don't hang on to 'em." — Krystal Resources: 1. Adultcare Assistance: 2. Krystal Wilkinson on LinkedIn: 3. Connect with David Knack on LinkedIn: 4. Connect with Zingage on LinkedIn: 5. Powered by Zingage: 6. Watch Episode on Zingage’s YouTube:
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This Franchise Training Mistake That Almost Broke Our New Owners — Christina Chartrand
04/29/2025
This Franchise Training Mistake That Almost Broke Our New Owners — Christina Chartrand
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. Companionship > Tasks: Clients remember Dollar Store trips more than shower assistance. 2. Train ugly truths: Franchisees need reality checks about 3 AM caregiver calls upfront. 3. Delegate or stagnate: Micromanaging owners cap their growth at 20 clients. 4. "What matters most?" Age-Friendly Care flips the script from deficits to purpose. Timestamps: 00:00 - The companionship paradox ("Nobody pays for $35/hr chats") 02:15 - From kindergarten teacher to puppeteer to senior care leader 05:30 - The franchise training fail: Glossing over the 3 AM emergencies 09:45 - Why the first 3 years feel like "Pong" (client/caregiver whiplash) 13:20 - Fixing cynicism: Scream in your car, then lead with positivity 17:00 - The industry’s image problem ("Stop depicting seniors as helpless") 21:30 - Life Profile: Predicting hospitalizations with 20 years of data 25:10 - Center of Excellence hack: Training in clutter-filled "apartments" 29:45 - Age-Friendly Care certification explained ("Medications + what matters") 33:20 - Plug: Senior Helpers’ risk-assessment apartments (floral couch included) Quotes 1. "Nobody pays $35/hour for companionship—but it’s the glue of the relationship." — Christina 2. "If you’re the last to know a client’s moving to assisted living, shame on you." — Christina 3. "Delegate like your business depends on it (because it does)." — Christina Resources: 1. Senior Helpers: 2. Age-Friendly Health Systems: 3. Connect with Christina Chartrand on LinkedIn: 4. Connect with David Knack on LinkedIn: 5. Connect with Zingage on LinkedIn: 6. Powered by Zingage: 7. Watch Episode on Zingage’s YouTube:
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Saying ‘No’ Can Save Your Business — John Lariccia
04/22/2025
Saying ‘No’ Can Save Your Business — John Lariccia
John Lariccia, CEO of Welcome Home Software, almost derailed his company by chasing growth at all costs—until he hit the brakes. In this episode, he shares: 1. The moment he stopped sales to fix client experience (and why it saved his company) 2. How to dress for referral success (why clinicians need a different pitch than clergy) 3. The "redline" warning sign every home care owner misses before burnout 4. Why his 1956 MG hobby mirrors his business philosophy Lesson Takeaways: 1. Growth ≠ success. Adding clients too fast can degrade service quality and team morale. 2. Referrals require role-play. Match your attire and messaging to your audience (clinicians vs. families). 3. Your North Star: "Be the only agency your client’s family ever needs." 4. Complexity kills small businesses. Focus beats flexibility in home care. Timestamps: 00:00 - Introduction 02:30 - From attorney to home care tech founder 05:45 - The "stop selling" order that saved the company 09:10 - Why home care CRMs failed before Welcome Home 12:50 - Dressing like a clinician (and other referral hacks) 16:20 - The 1956 MG electrification project (and business parallels) 20:00 - "We’re not just chasing a bag" – Mission vs. money 23:45 - The #1 mistake: Taking every client "to pay the bills" 27:30 - How specificity wins referrals ("Mrs. Jones with hip surgery") 31:00 - Office move milestone: Scaling with culture intact Quotes 1. "I told my sales team: ‘Stop. Tell people no.’ And that decision rebuilt our culture." — John 2. "If you’d sell it to your neighbor, sell it to a stranger. If not, why are you doing it?" — John 3. "Complexity is the sand in the engine of small businesses." — John Resources: 1. Welcome Home Software: 2. John Lariccia on LinkedIn: 3. Connect with David Knack on LinkedIn: 4. Connect with Zingage on LinkedIn: 5. Powered by Zingage: 6. Watch Episode on Zingage’s YouTube:
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The $5,000 Training Mistake That Led to a Breakthrough — Andrew Dubler & Gary Skole
04/15/2025
The $5,000 Training Mistake That Led to a Breakthrough — Andrew Dubler & Gary Skole
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: AlzBetter on LinkedIn: Connect with Gary Skole on LinkedIn: Connect with Andrew Dubler on LinkedIn: Connect with David Knack on LinkedIn: Connect with Zingage on LinkedIn: Powered by Zingage: Watch Episode on Zingage’s YouTube:
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Your Online Reputation is Killing Your Home Care Business (And How to Fix It) — Welton Hong
04/08/2025
Your Online Reputation is Killing Your Home Care Business (And How to Fix It) — Welton Hong
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: Senior Care Marketing Max on LinkedIn: Connect with Welton Hong on LinkedIn: Connect with David Knack on LinkedIn: Connect with Zingage on LinkedIn: Powered by Zingage: Watch Episode on Zingage’s YouTube:
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Don't Let Perfect Be the Enemy of the Good — Betsy Milne
04/01/2025
Don't Let Perfect Be the Enemy of the Good — Betsy Milne
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: Betsy Milne on LinkedIn: Connect with David Knack on LinkedIn: Connect with Zingage on LinkedIn: Powered by Zingage: Subscribe on Zingage’s YouTube:
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The Work-Life Balance Mistake I Made (and How to Avoid It) — Steve “The Hurricane” Weiss
03/25/2025
The Work-Life Balance Mistake I Made (and How to Avoid It) — Steve “The Hurricane” Weiss
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:
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Staying the Course for 90 Days, Not 90 Seconds — Adam Berry
03/18/2025
Staying the Course for 90 Days, Not 90 Seconds — Adam Berry
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: Advocacy Day: April 8th and 9th in Washington, D.C.
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Don't Make Your People Do Jobs for Robots — Mike Doughty
03/11/2025
Don't Make Your People Do Jobs for Robots — Mike Doughty
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
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Don’t Get Distracted. Keep Pushing the Two Main Buttons — Matthew Thompson
03/04/2025
Don’t Get Distracted. Keep Pushing the Two Main Buttons — Matthew Thompson
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:
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The F-Word That Will Ruin Your Senior Living Relationships — Gina & Tim Murray
02/25/2025
The F-Word That Will Ruin Your Senior Living Relationships — Gina & Tim Murray
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:
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The Hiring Mistake That Cost Me Time & Money — Dana Charumbira
02/18/2025
The Hiring Mistake That Cost Me Time & Money — Dana Charumbira
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:
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Don’t Only Focus On Gross Profit. What To Do Instead — Gregory Bean
02/11/2025
Don’t Only Focus On Gross Profit. What To Do Instead — Gregory Bean
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:
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