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.

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/37236680

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/37130875

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/37038945

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/36905505

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/36815325

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/36713475

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/36644300

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/36531155

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/36451900

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/36333790

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/36262180

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/36149505

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/36048380

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/35955785

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/35852085

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. /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/35742530

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 /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/35571440

Don’t Get Distracted. Keep Pushing the Two Main Buttons — Matthew Thompson 03/04/2025

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/35408125

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/35331055

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: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/35235065

Hire Slow, Fire Fast To Avoid Costly Hiring Mistakes — Dustin DiStefano 02/04/2025

Hire Slow, Fire Fast To Avoid Costly Hiring Mistakes — Dustin DiStefano Dustin DiStefano, CEO and Co-founder of A Place at Home, joins host David Knack to discuss his journey from launching a single home care agency to scaling a national franchise network. Dustin shares his biggest mistake—hiring too quickly out of desperation—and the costly impact it had on his business. He recounts a pivotal experience with an early scheduler hire, emphasizing the importance of aligning employees with company values and firing fast when necessary. Dustin also discusses the underrated role of caregiver-agency relationships in reducing turnover and ensuring client retention, along with the importance of tracking measurable outcomes to establish home care as a critical part of the healthcare continuum. With insights on strategic hiring, franchise growth, and building a strong workplace culture, this episode is a must-listen for home care professionals looking to avoid common pitfalls and improve long-term business success. Lesson Takeaways: Avoid hiring out of desperation; take time to ensure candidates align with your core values and long-term business needs. Be proactive and intentional in building relationships with both caregivers and clients to create a sustainable and engaged workforce. Authenticity and vulnerability foster trust within both internal teams and external business relationships. Caregiver engagement and career development are key to retention and long-term agency growth. Timestamps: [00:00:00] Introduction: Dustin DiStefano’s journey from agency owner to franchisor [00:02:00] Decision to franchise A Place at Home and challenges faced [00:06:00] Overcoming hiring mistakes: The importance of a structured process [00:11:00] A scheduling hire gone wrong and lessons learned [00:14:00] Using data-driven coaching for home care agency success [00:18:00] The underrated importance of caregiver-agency relationships [00:23:00] Overrated: The overemphasis on technology in home care [00:27:00] Empowering caregivers: Career pathways in home care [00:31:00] The role of home care in the healthcare continuum [00:34:00] Dustin’s latest success: Scaling A Place at Home with measurable client outcomes Quotes Dustin DiStefano: "Hire slow, fire fast, and don’t compromise on your core values." Dustin DiStefano: "If you’re not developing relationships with your clients, you’re at risk of losing them to private caregivers." Dustin DiStefano: "Technology is great, but people and processes are what drive home care success." Resources: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/35143705

Why Delegation Is The Key To Growth (What I Wish I Knew) — Jeff Salter 01/28/2025

Why Delegation Is The Key To Growth (What I Wish I Knew) — Jeff Salter Jeff Salter, Founder and CEO of Caring Senior Service, joins host David Knack for an unforgettable conversation about leadership, growth, and a cross-country adventure. Jeff shares how a 9,500-mile electric bike journey to celebrate his company’s 30th anniversary transformed his perspective on delegation and leadership. Along the way, he raised $170,000 to install grab bars in senior homes, creating a lasting impact. This episode dives deep into Jeff’s mindset shift from “doing it all” to empowering his team, the lessons learned from mistakes, and his innovative approach to improving the home care industry with tools like InkyScribe. Packed with stories of perseverance, humility, and progress, this is one you won’t want to miss. Lesson Takeaways: Trust your team—delegating unlocks time for bigger goals. Bold milestones, like Jeff’s bike ride, can inspire movements and strengthen company culture. Data-driven decision-making should focus on internal metrics, not industry averages. Clear, respectful communication is vital to retaining employees and clients. Timestamps: [00:00:00] Introduction to Jeff and his career in home care. [00:03:00] The 9,500-mile bike ride: celebrating 30 years and raising $170,000. [00:09:00] Lessons in delegation: what Jeff learned on the road. [00:14:00] Jeff’s big mistake: not asking for help earlier in his career. [00:24:00] Why internal data is more valuable than chasing industry stats. [00:31:00] Communication as a key to employee retention.[00:37:00] Delegation and automation tips to kickstart the new year. Quotes Jeff Salter: “I celebrated 30 years of business by biking 9,500 miles—and I learned I’m not as important as I thought.” Jeff Salter: “Anything you think only you can do, someone else can learn and thrive doing.” David Knack: “Big change starts with a bold move—Jeff’s bike ride is proof.” Resources: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/35005740

The Mindset Difference Between Owners And Worker Bees (Don’t Miss This Like I Did) — Chris Trempe 01/21/2025

The Mindset Difference Between Owners And Worker Bees (Don’t Miss This Like I Did) — Chris Trempe Chris Trempe, President and Chief Learning Officer of SwyftOps, joins host David Knack to discuss his journey from being the first employee of SwyftOps to leading a thriving company in the home care industry. Chris shares valuable lessons from his leadership experiences, including his biggest mistakes, such as assuming universal passion among team members, and how he learned to connect with people by understanding their "why." Chris emphasizes the importance of clear communication, accountability, and leveraging technology to optimize home care agency operations. From ensuring 24/7 support to integrating automation, Chris explains how SwyftOps empowers agencies to streamline processes, enhance caregiver engagement, and achieve sustainable growth. Whether you're an industry veteran or a new agency owner, this episode provides actionable insights on leadership, business development, and achieving operational excellence. Lesson Takeaways: Effective leadership requires understanding and addressing individual team members' motivations and "why." Transparency and consistent communication are essential for aligning goals and fostering accountability. Recognize and reward high-performing team members to maintain morale and prevent burnout. Leveraging technology and automation can save time, reduce costs, and optimize operations in home care agencies. Partnering with reliable vendors who provide robust support can be a game-changer for agency success. Timestamps: [00:00:00] ’s journey from SwyftOps' first employee to President and CLO. [00:02:00] SwyftOps’ commitment to 24/7 customer support as a key differentiator. [00:04:00] Chris’s childhood fear of drowning and its surprising connection to his personal growth. [00:07:00] Lessons from Chris’s biggest leadership mistake: assuming universal passion among team members. [00:12:00] Advice for home care owners on caregiver engagement and leveraging technology. [00:16:00] Building peer mentorship programs to enhance caregiver retention. [00:18:00] The underrated value of 24/7 support in vendor selection. [00:23:00] Common automation mistakes by home care agencies and their operational costs. [00:27:00] Chris’s proudest accomplishment: growing SwyftOps into a thriving company with a strong culture. [00:31:00] Helping underdog home care agencies achieve growth, retention, and conversion success. Quotes : “Transparency and communication are what connect leaders with their teams and drive success.” : “You don’t want a vase with holes in it—you have to balance new client growth with retention to succeed in home care.” David Knack: “Recognition is key—when team members feel seen and valued, they work harder and build a stronger organization.” Resources: /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/34835565

How To Build Trust With Caregivers Without Just Having Blind Faith — Lance A. Slatton 01/14/2025

How To Build Trust With Caregivers Without Just Having Blind Faith — Lance A. Slatton Lance A. Slatton, senior case manager, influencer, and the mind behind "All Home Care Matters," joins David Knack to discuss his journey from aspiring medical professional to building Michigan’s top-rated home care provider. Lance shares how personal caregiving experiences led him to start his own home care agency and podcast, creating a platform to educate and empower families navigating care challenges. In this episode, Lance dives into lessons learned from his biggest mistakes, the importance of honesty and trust in building strong caregiver relationships, and how tailored appreciation efforts can cultivate loyalty and retention in a competitive industry. His stories highlight the profound impact of home care on families and how this underappreciated field is shaping healthcare. Lesson Takeaways: Building trust and loyalty starts with genuine appreciation and treating caregivers as integral members of the team. Educate communities on the full spectrum of home care services to overcome misconceptions. Mistakes, such as misplaced trust, are opportunities for growth if lessons are applied. Personalized recognition and tailored gestures of gratitude go a long way in fostering long-term caregiver satisfaction. Home care plays an essential yet often under-recognized role in the healthcare ecosystem. Timestamps: [00:00:00] Lance A. Slatton’s introduction and journey into home care. [00:02:00] Launching "All Home Care Matters" as a platform for education and support. [00:05:00] Advice for home care owners considering podcasts or public visibility. [00:10:00] The personal caregiving story that inspired Lance’s home care agency. [00:12:00] Learning from the mistake of misplaced trust in early hiring practices. [00:15:00] Cultivating caregiver trust through honesty and mutual respect. [00:20:00] Why home care is undervalued and its critical role in healthcare. [00:26:00] A memorable story of helping a family bring their mother home. [00:31:00] Avoiding common mistakes in caregiver scheduling and retention. [00:36:00] Celebrating success as Michigan’s number-one home care provider. [00:31:00] Helping underdog home care agencies achieve growth, retention, and conversion success. Quotes Lance A. Slatton: “Honesty is the foundation of trust. Once it’s lost, it’s almost impossible to regain.” Lance A. Slatton: “Home care is not just about cooking meals or cleaning homes—it’s about saving lives, preventing crises, and being part of a family’s story.” David Knack: “Calling out mistrust and starting fresh with caregivers builds mutual respect and eliminates baggage.” Resources: Visit /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/34835270

How Saying "Yes" To Everything Hurt My Business – Nick Bonitatibus 01/07/2025

How Saying "Yes" To Everything Hurt My Business – Nick Bonitatibus Nick Bonitatibus, speaker and video marketing expert for home care agencies, joins host David Knack to share his journey from videography to empowering home care businesses. Nick reflects on his big mistake—saying yes to an opportunity he wasn't prepared for—and how it taught him the power of intentionality and the importance of saying no to things that don't align with your goals. Nick introduces the "Care Paradox," which highlights the dangers of neglecting self-care while trying to care for others. He emphasizes the need for home care business owners to focus on their mission, streamline their goals, and create a culture of health and well-being for themselves and their teams. Through lively anecdotes and actionable insights, Nick offers valuable lessons on creating balance, leveraging LinkedIn for networking, and using AI tools responsibly. Lesson Takeaways: Saying yes to everything can dilute focus; align decisions with your personal and business goals. The "Care Paradox" reminds us to prioritize self-care to avoid burnout and enhance caregiving capacity. LinkedIn is a powerful but underutilized tool for networking and recruiting top talent in the home care industry. Use AI as a tool to enhance workflows, but always maintain authenticity in interactions. Small changes, like incorporating walks and healthy snacks, can foster a culture of well-being in the workplace. Timestamps: [00:00:00] Introduction: Nick Bonitatibus and the art of saying no. [00:06:00] Nick’s big mistake: A learning experience in videography. [00:12:00] The "Care Paradox" and the importance of self-care. [00:15:00] Aligning decisions with business goals. [00:19:00] Leveraging LinkedIn for relationships and recruitment. [00:26:00] Incorporating self-care and creating a culture of health. [00:31:00] Nick’s win of the week: A successful live event for home care leaders. [00:33:00] Closing thoughts: The power of focus and intentionality. Quotes Nick Bonitatibus: "Every yes to something is a no to something else. Be intentional about what you say yes to." Nick Bonitatibus: "The 'Care Paradox' shows how neglecting self-care prevents you from showing up fully for others." Nick Bonitatibus: "LinkedIn is the number one business social media platform, and it’s wildly underutilized in the home care industry." David Knack: "Walking is super good for you—it’s a small change that makes a big difference." Resources: 2. 3. 4. 5. 6. 7. /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/34467120

How Micromanaging Held Me and My Business Back – Amy Petersen-Smith 12/17/2024

How Micromanaging Held Me and My Business Back – Amy Petersen-Smith Amy Petersen-Smith, franchise owner with the Senior Helpers Network, joins host David Knack on Home Care Hindsight to share insights from her journey as both a franchisor and franchisee. Amy discusses the pivotal moments that shaped her business philosophy, including her “biggest mistake” of initially hiring her husband, and how she transformed her company by embracing delegation, fostering a cohesive team culture, and leveraging external resources. Amy dives into the nuances of running a home care business, from balancing private pay with Medicaid and VA funding, to the operational challenges of billing, recruiting, and caregiver retention. She highlights the importance of long-term planning, the power of strong team dynamics, and why humility and seeking guidance can lead to exponential growth. For business owners in the home care space, Amy offers actionable takeaways on avoiding burnout, building scalable systems, and focusing on meaningful metrics that drive success. Lesson Takeaways: Delegation is key to scaling a business: trust your team and let go of micromanaging. Focus on retention by identifying key pain points and implementing solutions that make caregivers feel valued. Embrace humility and seek outside coaching or expertise to accelerate business growth. Medicaid and VA funding can be viable revenue streams; avoid hard rules and adapt to your market’s needs. Build a cohesive team culture that encourages problem-solving and innovation to sustain growth and stability. Timestamps: [00:00:00] Introduction to Amy Petersen-Smith and her franchise journey. [00:01:53] Transitioning from franchisor to franchisee. [00:03:22] Taking a leap of faith to buy a franchise. [00:06:00] The concept of Town Square: reminiscence therapy for individuals with dementia. [00:11:15] Amy’s biggest mistake: hiring her husband and the lessons learned. [00:14:00] Marketing shifts and the importance of becoming the face of the business. [00:16:06] Changing perspectives on working with government programs like Medicaid. [00:19:00] Operational insights: managing billing for Medicaid and VA clients.[00:21:28] Avoiding burnout by empowering others to handle day-to-day challenges. [00:24:39] The role of KPIs and metrics in identifying and addressing business challenges. [00:29:00] Improving caregiver retention rates through targeted strategies. [00:30:13] Celebrating recent wins: awards, business growth, and CHAP certification. [00:32:34] Recruiting strategies and the importance of caregiver referrals. [00:33:21] The freedom and challenges of being a franchisee.[00:34:06] Advice for franchisors on understanding the realities of franchisee cash flow. Quotes Amy Petersen-Smith: “I had to humble myself and realize I needed a coach. That decision changed everything for my business." Amy Petersen-Smith: "Delegation doesn’t mean abandoning responsibility. It means empowering your team and trusting them to deliver." Amy Petersen-Smith: "You can’t grow a business if you’re constantly putting out fires. Build systems and processes to handle the day-to-day." Resources: 1. 2. 3. 4. 5. 6. 7. 8. /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/34466945

The Price I Paid for Not Investing in My Business – Ryan McEniff 12/10/2024

The Price I Paid for Not Investing in My Business – Ryan McEniff Ryan McEniff, CEO of Minute Women Home Care, joins David Knack to share insights from his journey as a home care leader. Ryan discusses the challenges and rewards of delegating tasks, building a strong team culture, and implementing the Entrepreneurial Operating System (EOS) to drive accountability and growth in his business. He reflects on his biggest mistakes, including undervaluing personal and professional development, and offers actionable advice for overcoming obstacles and fostering business success. Through candid anecdotes and practical strategies, Ryan provides valuable lessons for home care professionals on recruiting the best caregivers, investing in meaningful processes, and developing out-of-the-box marketing strategies. Listeners will gain fresh perspectives on adapting to emerging technologies, creating impactful referral relationships, and embracing a culture of continuous improvement. Lesson Takeaways: Delegating tasks empowers teams and fosters professional growth, even when mistakes happen. Investing in personal and business development early leads to smoother scaling and fewer setbacks. Confidence in asking for the business and referrals is essential to closing deals. Creative marketing approaches help home care businesses stand out in competitive markets. Embracing emerging technologies enhances caregiving and builds trust with clients. Timestamps: [00:00:00] Delegating and growing professionally within a team.[00:01:00] Introduction: Ryan McEniff and Minute Women Home Care. [00:06:00] Ryan's biggest mistake: undervaluing personal and business investments. [00:09:00] The impact of EOS on accountability and processes.[00:15:00] Creating a transparent and collaborative culture.[00:18:00] Making personnel changes for business alignment.[00:20:00] Out-of-the-box marketing strategies to reach decision-makers. [00:24:00] Asking for the business confidently. [00:29:00] Addressing client indecision and fostering trust.[00:34:00] Win of the week: EOS implementation driving growth.[00:36:00] Home care hot takes: adapting to emerging technologies and fostering meaningful referral relationships. Quotes Ryan McEniff: "Delegate and elevate. You might be afraid to give up control, but the growth you’ll see in your team will surprise you." Ryan McEniff: "Pay the money upfront and save yourself from costly mistakes later." Ryan McEniff: "It’s not about convincing clients—they need to feel they’re making the right decision." Ryan McEniff: "Emerging technologies won’t replace caregivers, but they’ll complement care and transparency." Resources:1. 2. 3. 4. 5. 6. 7. 8. /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/34296795

A Compassionate Caring Person: My Greatest Strength and also Weakness – Bob Roth 12/03/2024

A Compassionate Caring Person: My Greatest Strength and also Weakness – Bob Roth Bob Roth, co-founder and managing partner of Cypress Home Care Solutions, joins host David Knack to share his journey from an "accidental caregiver" to a leader in the home care industry. Bob reflects on the challenges of balancing empathy and business decisions, recounting a pivotal moment when his compassion led to hard lessons about retaining the right team members. He discusses how this experience shaped his approach to leadership and highlights the importance of aligning personal values with operational success. Through his journey, Bob emphasizes the value of reframing the narrative around home care, leveraging innovative technologies like machine learning to optimize operations, and advocating for the industry’s recognition as a vital part of the healthcare continuum. His insights provide actionable strategies for home care professionals looking to improve caregiver recruitment, streamline operations, and advocate effectively for the future of home care. Lesson Takeaways: 1. Empathy is essential in caregiving but must be balanced with practical business decisions to ensure success. 2. Reframing home care as a critical part of the healthcare continuum helps elevate its recognition and value. 3. Innovation and collaboration are key to staying relevant in a rapidly changing industry. 4. Focusing on potential clients who can afford private pay services ensures time and resources are well spent. 5. Streamlining caregiver onboarding and building personal connections are crucial for retention and operational efficiency. Timestamps: [00:01:00] Bob’s journey from consumer goods to home care. [00:04:00] Redefining home care as "in-home supportive care." [00:08:00] Empathy in business: Strength or weakness? [00:16:00] The Medicare Advantage conundrum: Overpromised, under delivered. [00:22:00] Respite care challenges and CMS programs. [00:29:00] Avoiding common marketing mistakes in home care. [00:32:00] Leveraging machine learning to optimize recruitment and operations. [00:37:00] Collaborating with innovative partners to scale caregiver hiring. Quotes Bob Roth: “We are the Rodney Dangerfield of the healthcare continuum: we get no respect.” Bob Roth: “You have to fish where the fish are. Focus on clients who can afford your services.” Bob Roth: “In home care, you need to innovate and collaborate. If you stay static, you’ll be obsolete.” Resources: 1. 2. 3. Explore partnerships like and 4. Join the for industry insights. 5. 6. 7. 8. /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/34171610

Don’t Assume Caregivers Aren’t Tech Savvy (like I did) – Ravin Shah 11/26/2024

Don’t Assume Caregivers Aren’t Tech Savvy (like I did) – Ravin Shah Ravin Shah, CEO and founder of HelloHire, joins host David Knack on Homecare Hindsight to discuss his entrepreneurial journey, the challenges of caregiver recruitment, and the technology solutions his platform offers. Ravin shares his early mistakes, including initially overlooking the home care industry, and the lessons he learned about the importance of embracing industry-specific technology. He also dives into the unique intersection of commerce and empathy in the home care industry, the value of video interviews in caregiver recruitment, and the balance of human connection with technology-driven efficiency. This episode provides practical insights for home care professionals looking to streamline recruitment processes, enhance caregiver engagement, and grow their agencies. Lesson Takeaways: Don’t assume caregivers are not tech-savvy. If they can use consumer-facing apps like Facebook and FaceTime, they can adapt to user-friendly recruitment platforms like HelloHire. Leverage video interviews. They streamline recruitment, save time, and make the process more convenient for both recruiters and caregivers. Focus on high-value tasks. Let technology handle repetitive, low-value administrative work so recruiters can focus on building meaningful connections with candidates. Adopt a caregiver-centric approach. Make the recruitment process fast, frictionless, and intuitive to stand out to high-quality applicants. Iterate based on feedback. Even critical feedback from customers can lead to product improvements and greater value delivery. Timestamps: [00:00:00] The importance of a fast, frictionless recruitment process. [00:01:00] Ravin Shah’s introduction and background in technology and startups. [00:03:00] Challenges of work-life balance as a repeat founder. [00:04:00] The unique blend of commerce and empathy in the home care industry. [00:06:00] Ravin’s career do-over: preferring outdoor, hands-on work. [00:07:00] The biggest mistake: initially ignoring the home care industry. [00:12:00] Realizing the potential of HelloHire for home care recruitment. [00:14:00] Addressing caregiver recruitment challenges with technology. [00:18:00] Why video interviews are an underrated tool in recruitment. [00:22:00] Balancing human connection and automation in recruitment processes.[00:25:00] Win of the week: leveraging constructive customer feedback for product improvement. Quotes Ravin Shah: "If caregivers can use Facebook and FaceTime, they can use tech like HelloHire designed for simplicity." David Knack: "Stop throwing people at problems; invest in systems and tools to let your team operate at the top of their qualifications. Ravin Shah: "The first interview should be on video, and the last interaction should be in person to ensure a proper fit." Ravin Shah: "High-value work is building relationships with caregivers. Low-value work is admin—automate the low-value tasks." Resources: 1. 2. 3. 4. 5. 6. /episode/index/show/9f9165e2-f6a0-4fa0-9333-b5a984a4b130/id/34131831

Home Care Hindsight

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