Home Care Hindsight

Mordechai Wolhendler, CEO of GlattHealth Consulting Group and co-founder of the Home Care Show, joins host David Knack to discuss the complexities of scaling a home care business across different regions and the hard lessons learned along the way. Mordechai shares his experience expanding an agency from upstate New York into New York City, revealing how assumptions about "copy-paste" growth can lead to major operational and cultural missteps. He breaks down the stark differences in regulations, reimbursement models, caregiver pay, and even communication styles between markets, emphasizing that what works in one region may fail in another. The conversation explores the "why factor" in decision-making, the importance of understanding local demographics, and how the right supervisor can transform an underperforming employee into a star. Mordechai also highlights the upcoming Home Care Show in Miami, Florida, an event designed for multi-state operators and growing agencies, and reflects on the value of taking time for self-care, even in a demanding industry. Lesson Takeaways: 1. Growth Isn't Copy-Paste: Each market has unique regulations, reimbursement structures, and cultural dynamics. What works in one region may not translate to another. Research and adaptation are key. 2. Understand the "Why Factor": Whether dealing with employees, clients, or sellers, digging into the underlying motivations behind decisions can shape better outcomes and deal structures. 3. The Right Fit Can Change Everything: An employee's performance can dramatically shift under different leadership. Don't underestimate the impact of supervisor-employee alignment. 4. Local Knowledge Drives Success: To truly serve a community, you must understand its demographics, cultures, and daily rhythms, sometimes block by block. 5. Invest in Yourself, Too: As a leader, taking time for self-care (whether it's laser eye surgery or simply setting boundaries) is essential for sustained performance and well-being. Timestamps: 00:00 – Introduction to Mordechai Wolhendler and his background in home care 01:15 – Overview of Health Consulting Group's services: startups, growth, M&A 02:35 – Common projects: state reporting, grants, and regulatory compliance 03:30 – The "building permit" analogy for home care licensure 04:15 – Announcing the Home Care Show in Miami (Feb 17–18) 05:00 – The origin and vision behind the Home Care Show 06:25 – Mordechai's biggest mistake: assuming NYC expansion would be "copy-paste" 07:50 – How regulations and business models differ in NYC vs. upstate NY 09:40 – Reimbursement challenges in a Medicaid-heavy, volume-driven market 11:00 – Cultural and communication differences in NYC 12:00 – How they adapted: finding a niche and differentiating in a saturated market 13:30 – The importance of understanding local demographics and cultures 14:40 – Underrated in home care: the "why factor" 16:25 – How to dig beyond surface-level answers to uncover real motivations 18:10 – The challenge of working with human beings as your "product" 19:50 – A small mistake owners make: blaming yourself for employee underperformance 21:10 – Setting clear KPIs and knowing when to let go of a "good" employee 22:10 – Balancing "hire slow, fire fast" with employee growth potential 23:40 – How the right supervisor can turn a struggling employee into a top performer 25:00 – The disparity between hiring office staff vs. caregivers 26:30 – The difficulty of predicting caregiver reliability and fit 28:10 – A recent win: successfully scaling the Home Care Show to a two-day event 29:20 – Personal win: scheduling laser eye surgery consultation after years of hesitation 30:45 – Plug: The Home Care Show in Miami FL for multi-state and growth-focused operators 31:05 – Closing remarks Quotes: Mordechai Wolhendler: "A mistake is only a mistake if you don't learn anything." Mordechai Wolhendler: "New York City is a volume game. Outside of the city, even in the rest of the state, you don't have that the same way." Mordechai Wolhendler: "The 'why factor' is something people don't look at enough. Understanding why someone wants to sell their agency completely alters the deal structure." David Knack: "Sometimes you can copy-paste, but not always. You have to be ready to go back to the drawing board." Mordechai Wolhendler: "We often don't give ourselves enough time to ourselves. Taking care of yourself is something we need to do more of." Resources: 1. Connect with Mordechai Wolhendler on LinkedIn: https://www.linkedin.com/in/mordechai-wolhendler-353b63a2/  2. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 3. Powered by Zingage: https://zingage.com 4. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Matt Kroll, President of Personal Care Services at Bayada Home Health Care, joins host David Knack for a deep dive into the lessons from his 25-year career. Matt opens up about his biggest strategic mistake: trying to launch and manage too many different service lines at once in a search for an "easy way out," which diluted focus and resources. He explains how learning to master one thing before diversifying became the key to successfully scaling operations across over 100 offices. Matt shares Bayada's relentless focus on caregiver recognition, wages, and career advancement as their cultural north star. The conversation delves into the critical balance between investing in caregivers and maintaining financial health, the underrated need for the home care industry to embrace healthcare outcomes and data, and how Bayada is using predictive AI models to prevent hospitalizations and improve care. Lesson Takeaways: 1. Master One Thing Before You Diversify: The temptation to add new services when one gets challenging is strong, but it dilutes focus. True success comes from building excellence and infrastructure in one core service before expanding. 2. Link Short-Term Actions to Long-Term Vision: Avoid the exhausting cycle of week-to-week reactivity. Build business rhythms that connect daily and weekly metrics to quarterly and annual goals to create proactive, sustainable momentum. 3. Invest in Quality and Support, Not Just Wages: While competitive pay is crucial, caregivers and families deeply value consistent, reliable support. Investing in quality supervision and being present for your team builds loyalty and better care outcomes. 4. Embrace Data as a Healthcare Partner: To secure our place in the healthcare ecosystem, we must move beyond satisfaction metrics. Tracking and improving clinical outcomes like falls and hospitalizations demonstrates our value to payers and referral sources. 5. "Embrace the Chaos" with Consistent Execution: Private pay home care is inherently volatile. The key isn't controlling every discharge or admission, but maintaining consistent marketing, admissions, and quality efforts over the long term, like running a marathon. Timestamps: 00:00 - The privilege of care and what hooked Matt for 25 years 04:43 - The alternate path: Wall Street and the importance of relationships 06:50 - Bayada's cultural markers: Recognition, wages, and caregiver advancement 08:40 - The financial equation: Investing in caregivers while maintaining margins 11:30 - The big mistake: Trying to do too many things at once 14:25 - How to thoughtfully diversify payer sources (Medicaid vs. Private Pay) 16:40 - The underrated thing: Embracing our role in the healthcare ecosystem 18:20 - The metrics that matter: Tracking falls, hospitalizations, and ER visits 21:30 - Using predictive AI and care data to prevent adverse events 26:45 - Managing at scale: Building business rhythms beyond week-to-week volatility 29:50 - The little mistake: Managing week-to-week instead of long-term 32:15 - The importance of betting on quality and supervision 35:10 - A recent win: Using data to drive a new "Enhanced Quality of Care" model 37:45 - What to plug: Getting involved with industry advocacy Quotes: Matt Kroll: "I think what I learned is... the need to have a plan to be really good at one thing before you start trying to do multiple things." Matt Kroll: "Quality isn't just about going out and supervising to make sure things are done right. It's about being there when the caregivers and when the families need you." David Knack: "If all we are as a home care agency is a staffing company, it's gonna be really hard to compete... If you are finding other ways to add value... you make their life so many multiples better." David Knack: "You've got to stop being the 'hit by a bus' problems in our own businesses. It's gotta get out of our brains... thanks to the innovations of AI, you can systematize that knowledge." Resources: 1. Connect with Matt Kroll on LinkedIn: https://www.linkedin.com/in/matt-kroll/ 2. Learn more about Bayada Home Health Care: https://www.bayada.com/ 3. Get involved with the Home Care Association of America (HCAOA): https://www.hcaoa.org/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Powered by Zingage: https://zingage.com 6. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Shauna Sweeney, founder and CEO of Tender Care, joins host David Knack to discuss the pivotal mistake that reshaped her approach to building technology for families navigating aging and care. Shauna, a former Facebook executive who entered the care space while caring for her father with Alzheimer's, opens up about how she initially overlooked a simple, physical solution, the Tender ID, because it didn't fit the "tech founder" mold. She shares how clinging to the vision of a complex, all-in-one digital platform delayed solving a critical, immediate need: giving first responders instant access to vital health information during emergencies. Shauna explains why "letting what a founder is supposed to look like get in the way of actually solving the problem" was a costly error, and how embracing a tangible, QR-based tool unlocked rapid adoption and real impact. The conversation explores the underrated power of video for home care marketing, the small mistake of ignoring online reputation, and how the industry must adapt to a more tech-savvy, time-starved family decision-maker. Shauna also shares exciting news about journalist Lisa Ling joining Tender Care as Chief Caregiver Advocate to amplify stories of care. Lesson Takeaways: 1. Problems Need Solutions, Not Your Ego: Don't let preconceived notions of what a "tech company" or "founder" should be stop you from building what the market clearly needs. If a simple, tangible solution works, build it, even if it's not the sleek software you envisioned. 2. Control What You Can Promise: Before building complex integrations reliant on other systems, start with solutions you can fully control and deliver flawlessly. This builds trust and allows you to make and keep clear promises to your users. 3. Show Your Humanity on Video: Home care is built on trust and human connection. Underutilized video is a powerful tool to let families see the compassionate, real people behind your agency. Authenticity beats polished production every time. 4. Tend Your Digital Reputation: A single unanswered negative review can undermine years of trust-building. Proactively manage your online presence; it's a small task with a massive impact on a family's decision to choose you. 5. Competition is Heating Up, Differentiate: As demand grows, so does competition. Compete on quality, trust, and hyper-local, personalized relationships. Big agencies must learn to "stay big but feel small" to win. Timestamps: 00:00 – Introduction to Shauna Sweeney and Tender Care's mission 02:10 – Shauna's background: From Facebook to family caregiver 05:30 – The recurring mistake: Ignoring market signal for a physical product 08:45 – The "Tender ID": A simple QR code that replaces the Vial of Life 11:13 – How the ID triggers emergency alerts and stabilizes families 16:10 – Letting founder ego block the right solution 20:18 – The most underrated tool in home care: Authentic video marketing 25:22 – The little mistake: Neglecting your online review reputation 28:09 – The future of home care: Tech-savvy buyers and hyper-local trust 33:20 – A recent win: Lisa Ling joins Tender Care as Chief Caregiver Advocate 35:07 – How to get Tender IDs for your clients and join the trusted network Quotes: Shauna Sweeney: "My big mistake was letting the better of what one is supposed to look like when solving a problem, get in the way of actually solving the problem. As soon as we actually built these [Tender IDs], they started to go. It's the classic story of the fish jumping into the boat." Shauna Sweeney: "Every day you have to choose to be in service of the solution more than your ego. You have to want to solve the problem more than you want to look cool." David Knack: "If all we are as a home care agency is a staffing company, it's gonna be really hard to compete... If you are finding other ways to add value, to provide useful resources... it doesn't matter that you cost 20% more, you make their life so many multiples better that they'll pay it." David Knack: "Families are gonna fall in love with you. You just have to go out there and let them." Resources: 1. Connect with Shauna Sweeney on LinkedIn: https://www.linkedin.com/in/shaunas/ 2. Learn more about Tender Care and the Tender ID: https://trytendercare.com/ 3. Apply to join the Tender Care Trusted Network: https://trytendercare.com/join-the-network/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Powered by Zingage: https://zingage.com 6. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Michelle Cone, SVP of Industry Engagement at HomeWell Franchising, joins host David Knack for a conversation that spans from marathon running to mission-driven leadership. Michelle opens up about the career mistake that shaped her trajectory: playing it safe early on and not taking enough risks. She explains how saying "yes" to an unfamiliar role in home care as an inexperienced mom became the turning point that led to a 27-year career. Michelle dives into the underrated core of home care: delivering exceptional quality care as the ultimate growth engine. She unpacks why a strong intake process is a make-or-break function, how to avoid common pitfalls that waste time and trust, and why the industry's shift toward value-based care means every agency must pay attention to CMS and healthcare ecosystem changes, even if they're private-pay. The conversation also explores how to use AI and automation to free up time for human connection, why the best caregivers don't want to work with "bozos," and how to build a culture where mission drives every operational decision. Lesson Takeaways: 1. Take the Leap Before You Feel Ready: Waiting for the perfect moment or full confidence can cost you career-defining opportunities. Often, the best growth comes from saying "yes" and stretching into the unknown. 2. Quality Care is Your Best Marketing: Your first client and the quality of care you deliver set the tone for everything; caregiver recruitment, retention, client satisfaction, and community reputation. Start small, excel, and let the results speak. 3. Master the Intake Conversation: A great intake process isn't about selling, it's about listening, educating, and qualifying. By understanding a caller's real needs and fears, you build trust whether they become a client or not. 4. Automate the Robotic, Humanize the Relational: Use technology to handle administrative tasks so your team can focus on what matters: in-person introductions, caregiver support, and building trust with clients and families. 5. Pay Attention to the Healthcare Ecosystem: Even if you're private-pay, changes in CMS, Medicaid, and hospital-at-home models impact your referral sources and market opportunities. Ignoring these shifts is a strategic mistake. Timestamps: 00:00 – The loneliness of caregiving and the need for human connection 02:10 – Introducing Michelle Cone and her role at HomeWell Franchising 05:30 – The mistake of avoiding risk early in her career 08:45 – How a scheduling coordinator job changed her life 11:20 – Why self-awareness and team diversity drive success 14:50 – The most underrated thing in home care: exceptional quality care 18:10 – Why your best caregivers don't want to work with "bozos" 21:45 – The shiny object trap: AI, tech, and keeping the human touch 24:30 – How a solid intake process transforms conversion and trust 30:15 – Turning lost leads into future clients with education and empathy 34:00 – Michelle's recent win: Record franchise growth at HomeWell 36:20 – How to connect with HomeWell and explore franchising Quotes: Michelle Cone: "I wish in my earlier career I would've taken more risks. You're building confidence, you're becoming a subject matter expert, and we all face imposter syndrome. Take the jump and then stretch." Michelle Cone: "Your greatest asset starts with your very first client and providing exceptional care to that client. Great quality client care is your greatest acquisition tool; for clients, for caregivers, for retention." David Knack: "Your best caregivers don't want to work with inconsistent caregivers or bad hires. If they feel like they're the only ones who care, they'll wonder if they're in the right organization." David Knack: "The question is: what parts of the scheduler role can we automate to prevent them from being stuck in the office and instead allow them to be in clients' homes doing introductions?" Resources: 1. Learn more about HomeWell Franchising: https://homewellfranchising.com/ 2. Find a HomeWell agency near you: https://homewellcares.com/ 3. Connect with Michelle Cone on LinkedIn: https://www.linkedin.com/in/michelle-cone-748378127/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Powered by Zingage: https://zingage.com 6. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Jessica Nobles, co-founder of Home Care Ops, joins host David Knack for a powerful conversation about the two mistakes that have defined her 20-year journey in home care. Jessica opens up about the entrepreneurial identity crisis that left her burned out and unfulfilled, living as an "empire builder" when she's truly a "lifestyle entrepreneur." She reveals how this misalignment drained her joy and impacted her team, and shares the framework to help every business owner define their own path to success. The conversation then dives into the tactical hiring mistake she's made "over and over and over again": bringing people onto the team without a clear onboarding plan. Jessica unpacks her "P.O.I.N.T." system, a practical, step-by-step method to get any new hire integrated, confident, and productive in their first six weeks. She also shares the three pillars of a thriving team culture, why "there's no such thing as a difficult conversation, only one that was waited too long to have," and how to use AI to escape the "hit-by-a-bus" problem of institutional knowledge. Lesson Takeaways: 1. Know Your Entrepreneurial Type: Success isn't one-size-fits-all. Define whether you're a Lifestyle Entrepreneur (building for freedom/fulfillment), an Empire Builder (focused on growth and scale), or a Serial Entrepreneur (pursuing multiple ventures). Aligning your business with your true type prevents burnout and creates lasting satisfaction. 2. Prepare the Soil Before You Plant: Never hire someone before you're ready. Create a "P.O.I.N.T." plan (Plan, Outcome, Intent, Next Steps, Team/Timeline) for their first 14 days and six weeks. This saves time, money, and frustration, and sets the new hire—and your business—up for success. 3. Build on Three Pillars: Foster a culture of transparent communication, clear & defined expectations, and supportive accountability. When these are in place, trust grows, performance improves, and difficult conversations become proactive check-ins. 4. Delegate the "80%" to Gain Momentum: Let go of perfection. If your team can accomplish 80% of a task as well as you can, delegate it. This moves you from reactive maintenance to strategic momentum, freeing you to scale instead of just surviving. 5. Separate Your Identity from Your Business: Your worth is not defined by your revenue or hours delivered. To avoid burnout and lead sustainably, consciously separate who you are from what your business does, and anchor your sense of success in your personal priorities and impact. Timestamps:00:00 - Introduction to Jessica Nobles and Home Care Ops 01:58 - The patterns of success: strategic planning and empowered delegation 04:16 - Moving from reactive maintenance to proactive momentum 05:32 - David's "big mistake" question 06:12 - The entrepreneurial mistake: Living as the wrong type of founder 09:48 - The three entrepreneurial types: Lifestyle, Empire Builder, and Serial 11:26 - Chasing external milestones vs. finding internal fulfillment 13:32 - Redefining success around life priorities, not just business metrics 16:18 - The tactical mistake: Hiring before you're ready 20:22 - The "P.O.I.N.T." framework for successful onboarding 23:08 - "New level, same devil"—why hiring mistakes repeat at every stage 26:53 - The three pillars to prevent hiring failures 29:42 - Why waiting creates "difficult" conversations 31:38 - Balancing supportive accountability vs. micromanagement 34:02 - Systems and processes enable true delegation and scale 37:30 - Using AI to document institutional knowledge and build SOPs 40:12 - A recent win: Taking a sabbatical thanks to a self-sustaining executive team 42:07 - Plug: The Home Care Owners Community and how to connect Quotes:Jessica Nobles: "I lived for 20 years in the cycle of trying to be this empire builder… and I found myself at a place of intense burnout. I was very unfulfilled. I was speaking on stages and people were like, 'Oh, she's so great,' but internally, I was very disconnected from my internal vision." Jessica Nobles: "When it comes to growth, it's usually the same mistakes that I see people making over and over and over again. And when you're getting ready to hire someone, really sit down and put together a plan to get that new hire on point. It'll save you tons of time, tons of money, tons of frustration." David Knack: "You are not gonna arrive at a point in time where all of a sudden you feel fulfilled in your business because of some kind of external milestone… that's emotional work you as an entrepreneur and a leader have to do inside yourself." David Knack: "We've gotta stop being the 'hit by a bus' problems in our own businesses. It's gotta get out of our brains… thanks to the innovations of AI, you can reformat that into whatever version you want it to be on the back end." Resources: 1. Connect with Jessica Nobles on LinkedIn: https://www.linkedin.com/in/jessicanobles/ 2. Learn more about Home Care Ops: https://homecareops.com/ 3. Join the Home Care Owners Community on Facebook (10,000+ members): https://www.facebook.com/groups/homecareops/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Powered by Zingage: https://zingage.com 6. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Kristen Duell, founder of Momentum Healthcare and Technology Consulting, joins host David Knack for a raw conversation about the recurring mistake that has shaped her entire leadership journey: believing that shared passion and purpose are enough to run a successful business. Kristen opens up about the "black eyes and kidney punches" she's endured from moving too fast and trusting that others shared her standards of integrity, without first establishing clear structure and alignment. She explains why "momentum without tension is chaos" and how this hard-won lesson is now the core philosophy of her consulting firm. The conversation dives into the underrated power of emotional intelligence in an A.I.-obsessed world, the critical need for intentional internal communication, and how to evaluate new technology with a life-or-death lens. Kristen also shares the inspiring story behind her non-profit, Ideal for Healthcare, and its mission to create upward mobility and visibility for women in the industry. Lesson Takeaways: 1. Structure Fuels Passion: A shared mission and great culture are not enough to protect a business. You must combine them with clear operating systems, defined expectations, and organizational alignment to execute and grow effectively. 2. Don't abandon emotion when using A.I.: In the rush to adopt artificial intelligence, don't overlook Emotional & Adaptive Intelligence. The best leaders understand different perspectives and practice critical thinking and empathy. 3. Market to Your Internal Team: Invest the same level of effort in internal storytelling and communication as you do in external marketing. Reminding your team why their work matters is a powerful driver of retention and satisfaction. 4. Evaluate Tech with a Human Lens: Before implementing any new technology, ask the tough questions: How will it perform in a life-or-death situation? What is the human impact on clients and caregivers? If it doesn't serve them well, it's not the right solution. 5. Busyness Does Not Equal Success: Stop equating exhaustion with achievement. Make strategic time for the important work, or you risk burnout and a business that can't sustain itself. Timestamps: 00:00 - Introduction to Kristen Duell and her accidental entrepreneurship 02:45 - The inspiration behind Momentum Healthcare & Technology Consulting 08:12 - David's "big mistake" question: What is your recurring failure? 11:13 - The core mistake: Believing passion and purpose are enough to protect a business 13:30 - Why "Momentum without tension is chaos" 16:10 - Balancing high-speed growth with necessary structure and clarity 17:02 - The most underrated thing in home care: Emotional & Adaptive Intelligence 19:42 - The danger of equating busyness with success 20:18 - The influx of Venture Capital and A.I. in home care: Exciting vs. concerning trends 25:22 - The critical question to ask before implementing any new technology 26:52 - The little mistake: Neglecting intentional internal communication 29:10 - Why you need to "market" your mission to your employees 32:37 - A recent win: Helping a billion-dollar organization simplify its tech stack 35:46 - The story behind Ideal for Healthcare and its mission 39:33 - How to get involved with the Ideal for Healthcare community Quotes: Kristen Duel: "I've actually learned that structure and clarity and alignment are just as critical at the heart of really being able to execute and grow within an organization or to execute the mission and vision of a business." Kristen Duel: "Somewhere along the line, we started equating exhaustion with success. And that's really just a dangerous place to live. I've lived it, and I can tell you it doesn't end well." David Knack: "It doesn't matter how fast you're going if you're not going in the right direction. And it doesn't matter how fast you're going if you can't control it." David Knack: "There is a customer in the business and that is the employee, and it is somebody's job to think about how to continually market and sell the business to the people who already signed up to work here." Resources: 1. Connect with Kristen Duell on LinkedIn: https://www.linkedin.com/in/kristenpenfold/ 2. Learn more about Momentum Healthcare and Technology Consulting: https://momentumhtconsulting.com/ 3. Learn more about Ideal for Healthcare: http://www.ideal4healthcare.com 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Powered by Zingage: https://zingage.com 6. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Kevin Smith, CEO of Best of Care, joins host David Knack to pull back the curtain on a splashy but failed acquisition that taught him a brutal lesson about due diligence. Kevin opens up about buying an adult day health program's home care arm, a deal that made perfect sense on paper but fell apart at the seams, resulting in a massive revenue shortfall. He reflects on the costly mistake of relying too heavily on his relationship-driven "gut" for a process that required forensic analysis, and how the timing—closing the deal the day before his first child was born—added immense personal pressure. Kevin shares how this "abject failure" became the foundation for his subsequent successful acquisitions and offers hard-won wisdom on hiring, the trap of seeking the "perfect" candidate, and why the industry's obsession with the "10,000 hours per week" milestone is overrated. The discussion offers actionable advice on building a resilient, multi-service company that prioritizes its people. Lesson Takeaways: 1. Due Diligence Over Gut Feeling: A strategic acquisition requires meticulous, data-driven verification. Relying solely on a good relationship or a "vibe" can lead to catastrophic financial and operational failure. 2. Hire for Potential, Not Perfection: Letting the "perfect" candidate be the enemy of the "good" one leads to hiring paralysis. Often, the candidate with 80% of the skills but great potential outperforms the theoretical perfect fit. 3. Celebrate Milestones, But Keep Momentum: Industry benchmarks like "10,000 hours per week" are arbitrary. While it's good to celebrate wins, a true leader is always focused on the next strategic goal to maintain growth and morale. 4. Build a Culture That Supports Real Life: Fostering a company culture that actively supports employees' lives outside of work is a powerful driver of loyalty and retention. 5. Don't Over-Invest in Low-Impact Marketing: A functional website and basic presence are essential, but over-engineering brochures and web copy is a poor use of energy. Home care is a trust and relationship business; focus your efforts there. Timestamps: 00:00 - Introduction to Kevin Smith and Best of Care's 44-year history 02:45 - The synergy between Medicaid expertise and a private pay senior living model 08:12 - David's "big mistake" question: What went wrong? 08:37 - The story of the failed adult day health home care acquisition 10:15 - The perfect storm: Closing the deal the day before becoming a parent 11:01 - The aftermath: Retaining only 30% of the expected revenue 12:13 - The key lesson: Applying extreme due diligence to future, successful acquisitions 13:47 - Kevin's "gut feel" approach and when it fails 14:27 - Hiring mistakes: Why the 80% candidate often beats the 100% candidate 16:40 - The most overrated thing in home care: The "10,000 hours per week" milestone 19:32 - The next big goal: One million service hours 21:29 - The leadership challenge of always moving to "what's next" 22:41 - The reward of building a coaching tree and developing leaders from within 23:45 - How a millennial leadership team fosters a culture of work-life balance 25:13 - The little mistake: Overthinking your website and marketing materials 27:50 - A recent win: The successful integration of diversified service lines 29:04 - A deep dive into the move management business and its synergy with home care 32:08 - What to plug: Best of Care's holistic suite of services for senior living communities Quotes: Kevin Smith: "When you fail in life, that's how you learn. You don't learn when you win, you learn when you fail, and when you fail, fail hard. And we failed really hard on that." Kevin Smith: "The common denominator... is the lack of treating caregivers as family members of your company. They are the lifeline of your organization to grow." David Knack: "I have a hypothesis... you strike me as somebody who, gut is a really strong asset for you, that a lot of times you make decisions based on feel and it goes well." David Knack: "The purpose of a website is, does this business exist or not?... This is a relationship business. This is a trust business. This is a referral business." Resources: 1. Connect with Kevin Smith on LinkedIn: https://www.linkedin.com/in/kevin-smith-04755422/ 2. Learn more about Best of Care on their website: https://www.bestofcareinc.com/ 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

Gabrielle Pumpian returns, joined by death doula and end-of-life consultant Nicole Soares, for a profound conversation about the one thing every home care agency deals with but few are prepared for: death. They explore a common operational mistake: failing to align a caregiver's duties with a client's core values, leading to disengagement and a reduced schedule. Nicole shares her powerful personal journey that led her to become a "one-stop death shop," while Gabby reflects on the costly mindset of viewing a client's passing primarily as a revenue loss. The discussion offers actionable advice on preparing caregivers for end-of-life care, creating true partnerships with hospice, and building a company culture that sees death not as a failure, but as a sacred, honored part of life. Lesson Takeaways: 1. Align Care with Client Values, Not Just Tasks: A client's well-being is tied to their passions. Failing to connect care with what brings them joy can lead to client dissatisfaction and reduced hours. 2. Reframe Death from a Loss to an Honor: Shift the internal mindset from seeing a client's passing as a revenue hit to recognizing it as a sacred event your team is privileged to support. 3. Your Caregivers Need to Process Grief: Create safe spaces and rituals for caregivers to express emotion and process grief after a client dies. This is critical for their well-being and retention. 4. Forge Deep Partnerships, Not Shallow Referrals: A true partnership with hospice or a death doula involves joint training and shared values, not just exchanging business cards. 5. Identify and Empower Your "Death Liaison": Not everyone is comfortable with end-of-life conversations. Identify a team member who excels in this area and empower them to be the specialist and emotional support point person. Timestamps: 00:01 - Introduction to a unique episode on death, dying, and home care 02:18 - What is a death doula? Nicole Sos explains her role as a "one-stop death shop" 05:35 - David on America's death-averse culture and its link to senior loneliness 06:12 - Nicole's personal catalyst: The accident that put her in charge of her best friend's life-and-death decisions 09:41 - The critical gap in advanced directives: Why having a document doesn't guarantee your wishes are followed 13:45 - Gabby's challenge: Should home care agencies make advanced planning a standard part of their assessment? 17:08 - Gabby's journey from avoidance to leaning into conversations about mortality 21:00 - The "inconvenient truth": Confronting the gut reaction of revenue loss when a client passes 24:49 - Nicole's experience: When a hospice provider's policies conflict with a client's desire to end suffering 28:30 - How to practically and emotionally equip caregivers for a client's final days 31:47 - A powerful success story: Matching a client with a water aerobics-loving caregiver to restore joy and purpose 34:20 - Tapping into an untapped resource: Leveraging the cultural strengths of your caregiver team 35:15 - A simple, high-impact cultural practice: Implementing a daily 10-minute team meditation 37:51 - The power of ritual: Creating meaningful ways to honor clients who have passed away 43:00 - The non-negotiable: Creating safe spaces for caregivers to express emotion and process grief 44:44 - The leadership imperative: Framing end-of-life care as a gift and an honor, not a burden 46:30 - How to identify and empower a "death liaison" on your team to lead with heart and expertise Quotes: Nicole Soares: "I realized I could hold space for people that are dying and that I'm very deeply committed to helping people have good deaths... it was because I didn't get that when I needed it." Gabrielle Pumpian: "When you hear that you've lost two 24/7 clients... when you hear that two people have died, that makes it really difficult to then be able to support your caregivers. Ask them questions, pause, help them understand grief." Nicole Soares: "I really challenge caregivers and these home care companies to really look at what is a client's value and how do we align with that." David Knack: "What a gift that our people are in this business where they get to stand in the gap where family is not able to be there." Resources: 1. Connect with Gabrielle Pumpian on LinkedIn: https://www.linkedin.com/in/gpumpian/ 2. Connect with Nicole Soares on LinkedIn: https://www.linkedin.com/in/nicole-soares-420bb27/ 3. Learn more about Nicole's services on her website, Eco Love Transitions: https://www.ecolovetransitions.com/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Powered by Zingage: https://zingage.com 6. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Gabrielle Pumpian returns, joined by death doula and end-of-life consultant Nicole Soares, for a profound conversation about the one thing every home care agency deals with but few are prepared for: death. They explore a common operational mistake: failing to align a caregiver's duties with a client's core values, leading to disengagement and a reduced schedule. Nicole shares her powerful personal journey that led her to become a "one-stop death shop," while Gabby reflects on the costly mindset of viewing a client's passing primarily as a revenue loss. The discussion offers actionable advice on preparing caregivers for end-of-life care, creating true partnerships with hospice, and building a company culture that sees death not as a failure, but as a sacred, honored part of life. Lesson Takeaways: 1. Align Care with Client Values, Not Just Tasks: A client's well-being is tied to their passions. Failing to connect care with what brings them joy can lead to client dissatisfaction and reduced hours. 2. Reframe Death from a Loss to an Honor: Shift the internal mindset from seeing a client's passing as a revenue hit to recognizing it as a sacred event your team is privileged to support. 3. Your Caregivers Need to Process Grief: Create safe spaces and rituals for caregivers to express emotion and process grief after a client dies. This is critical for their well-being and retention. 4. Forge Deep Partnerships, Not Shallow Referrals: A true partnership with hospice or a death doula involves joint training and shared values, not just exchanging business cards. 5. Identify and Empower Your "Death Liaison": Not everyone is comfortable with end-of-life conversations. Identify a team member who excels in this area and empower them to be the specialist and emotional support point person. Timestamps: 00:01 - Introduction to a unique episode on death, dying, and home care 02:18 - What is a death doula? Nicole Sos explains her role as a "one-stop death shop" 05:35 - David on America's death-averse culture and its link to senior loneliness 06:12 - Nicole's personal catalyst: The accident that put her in charge of her best friend's life-and-death decisions 09:41 - The critical gap in advanced directives: Why having a document doesn't guarantee your wishes are followed 13:45 - Gabby's challenge: Should home care agencies make advanced planning a standard part of their assessment? 17:08 - Gabby's journey from avoidance to leaning into conversations about mortality 21:00 - The "inconvenient truth": Confronting the gut reaction of revenue loss when a client passes 24:49 - Nicole's experience: When a hospice provider's policies conflict with a client's desire to end suffering 28:30 - How to practically and emotionally equip caregivers for a client's final days 31:47 - A powerful success story: Matching a client with a water aerobics-loving caregiver to restore joy and purpose 34:20 - Tapping into an untapped resource: Leveraging the cultural strengths of your caregiver team 35:15 - A simple, high-impact cultural practice: Implementing a daily 10-minute team meditation 37:51 - The power of ritual: Creating meaningful ways to honor clients who have passed away 43:00 - The non-negotiable: Creating safe spaces for caregivers to express emotion and process grief 44:44 - The leadership imperative: Framing end-of-life care as a gift and an honor, not a burden 46:30 - How to identify and empower a "death liaison" on your team to lead with heart and expertise Quotes: Nicole Soares: "I realized I could hold space for people that are dying and that I'm very deeply committed to helping people have good deaths... it was because I didn't get that when I needed it." Gabrielle Pumpian: "When you hear that you've lost two 24/7 clients... when you hear that two people have died, that makes it really difficult to then be able to support your caregivers. Ask them questions, pause, help them understand grief." Nicole Soares: "I really challenge caregivers and these home care companies to really look at what is a client's value and how do we align with that." David Knack: "What a gift that our people are in this business where they get to stand in the gap where family is not able to be there." Resources: 1. Connect with Gabrielle Pumpian on LinkedIn: https://www.linkedin.com/in/gpumpian/ 2. Connect with Nicole Soares on LinkedIn: https://www.linkedin.com/in/nicole-soares-420bb27/ 3. Learn more about Nicole's services on her website, Eco Love Transitions: https://www.ecolovetransitions.com/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Powered by Zingage: https://zingage.com 6. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Victor Hunt, the passionate CEO and co-founder of Zingage, joins host David Knack for a long-awaited conversation. Victor opens up about the critical hiring mistake from his first startup: prioritizing raw technical skill over team cohesion and culture fit, a misstep that almost broke the company. He explains why this "Frankenstein's monster" approach to building a team fails and how it informed his "culture-first" philosophy at Zingage. Victor shares the only two traits he now looks for in every hire and dives into the underrated genius of home care owners, who are often overwhelmed by operational burdens instead of leveraging their deep expertise. The conversation also covers how to create "synthetic capacity" for your team, the power of focusing your energy on high-impact human connections (like in-person client introductions), and the simple mindset shift that can make your business and your life 10 times better. Lesson Takeaways: 1. Culture Over Credentials: A team of brilliant individuals who don't work well together will fail. Prioritize culture fit and shared mission over a flawless resume. 2. Hire for Care and Grit: The two non-negotiable traits for Zingage, and arguably for any home care business, are: genuinely caring about the mission, deep desire to win for the people who depend on you 3. Your Expertise is Underrated: Home care owners possess a deep, underappreciated understanding of the care continuum. The challenge isn't your knowledge; it's having the bandwidth to act on it consistently. 4. Automate the Tedious, Empower the Human: Use technology to offload administrative chores (scheduling, compliance, EVV tracking) so your best people can focus on what only they can do: build trust and create magical human connections. 5. Zoom Out to Your "Why": If you're constantly buried in details, you'll burn out. Regularly reconnect with your original "why." This reframes challenges and helps you deploy your energy on the most impactful activities, like nurturing referral partners and ensuring stellar client-caregiver relationships. Timestamps: 00:00 - The pressure of running a home care agency 01:16 - Introducing Victor Hunt, CEO of Zingage 02:45 - Victor's "passionate" reason for entering home care tech 04:12 - The story of the emergency call for a New Jersey agency 07:48 - David's "loaded question": What was your big mistake? 08:55 - The "Frankenstein's monster" mistake of hiring for skill, not culture 11:22 - The two essential traits Victor now hires for 13:07 - Why home care owners are smarter than they think 16:31 - The concept of "synthetic capacity" and getting leaner 19:54 - The most underrated thing in home care: the owner's expertise 22:15 - A simple, high-impact fix: Doing in-person introductions 24:38 - The little mistake that costs owners their energy 26:52 - Rapid fire: Letting your team take a workout class guilt-free 29:21 - Victor's recent win: Defining Zingage's culture manifesto 32:08 - What to plug: Zingage Operator for back-office relief 33:40 - Connect with Victor Hunt and work with Zingage Quotes: Victor Hunt: "We're not building Frankenstein's monster of a bunch of different appendages that all look nice independently, but don't really do well together." Victor Hunt: "If your whole team is burnt out... If they can't go and get a meal because they're taking three different calls... What are we doing here?" Victor Hunt: "The underrated aspect of this is that this is an industry that is extremely humane. These people have such deep expertise, and they underrate themselves." David Knack: "The cumulative impact of not having done [an in-person introduction] you can just start to see the degrading of trust between your clients and your caregivers and your staff." Resources: 1. Connect with Victor Hunt on LinkedIn: https://www.linkedin.com/in/victor-c-hunt/ 2. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 3. Powered by Zingage: https://zingage.com 4. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

John "Moz" Mozdzien, a Navy veteran and co-founder of Veterans First, joins host David Knack to share a costly hiring mistake—but not of a person. He "hired" a flawed understanding of VA benefits, leading to a $10,000 loss on his company's very first case. He opens up about the specific rule regarding surviving spouses that they misunderstood and how this "hard fail" became the foundation for a 99.9% approval rate today. Moz reflects on how the crisis forged an unbreakable bond with his business partner, built on pre-existing trust. The conversation also covers the underrated power of genuine listening, the mission to serve veterans and their families, and why treating your caregivers like family is the ultimate key to growth. Lesson Takeaways: 1. Vet Your Assumptions, Not Just People: A hiring mistake can be about a flawed process or understanding. Always double-check the fine print, especially with complex systems like VA benefits. 2. Partnerships Are Forged in Failure: A business partnership built on pre-existing friendship and trust can withstand early, costly failures that would break other companies. 3. Fail Hard to Learn Hard: Your biggest, most expensive mistakes often contain the most valuable, business-defining lessons that pave the way for future success. 4. Your Caregivers Are Your Lifeline: The way you support, pay, and treat your caregivers is the single biggest indicator of your company's health and its ability to grow. 5. Listen More Than You Speak: Check your ego at the door. Surround yourself with people smarter than you and practice genuine listening to understand, not just to reply. Timestamps: 00:01 - Introduction of John "Moz" Mozdzien and his home care journey with Veterans First 02:28 - The mission of Veterans First and the overlooked "non-service connected pension" benefit 05:34 - Moz's big mistake: Misunderstanding a key VA rule, leading to a $10,000 loss 07:15 - The moment of realizing the error and the reaction from his business partner 08:14 - How a foundation of trust allowed the partnership to survive the failure 09:49 - Moz's philosophy on listening, ego, and filling a room with smarter people 14:11 - Underrated industry practice: Home care as a proactive service 16:02 - The critical role of companionship in combating loneliness 17:45 - A simple, high-impact tip: Conducting in-person caregiver-client introductions 19:27 - Going the extra mile: The power of visiting a hospitalized client 22:13 - The common little mistake: Failing to treat caregivers like family 26:07 - A story about building unwavering caregiver loyalty through trust 28:08 - Win of the week: Veterans First is expanding to Los Angeles 29:25 - Moz on overcoming imposter syndrome by focusing on others 30:45 - How to connect with Veterans First and what makes an ideal partner Quotes: John Mozdzien: "When you fail in life, that's how you learn. You don't learn when you win, you learn when you fail, and when you fail, fail hard. And we failed really hard on that." John Mozdzien: "If you fill a room with individuals that are smarter than you, you bring down egos and you listen more than you speak, incredible things happen." John Mozdzien: "The common denominator... is the lack of treating caregivers as family members of your company. They are the lifeline of your organization to grow." David Knack: "The little things are the everythings. An in-person introduction is an easy way to deliver value to everybody in the situation." Resources: 1. Veterans First: https://www.veteransfirst.us/ 2. Connect with John "Moz" Mozdzien on LinkedIn: https://www.linkedin.com/in/john-moz-mozdzien-8190823b/ 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

In this re-released episode of Home Care Hindsight, host David Knack sits down with Becky Reel, founder and CEO of Reel Home Care Consulting and former owner of a top-rated home care agency. In their conversation from 2024, Becky vulnerably shares the story of her biggest hiring mistake: bringing her nanny into the office during COVID-19. She details how she overlooked numerous red flags, which led to a toxic work environment and significant business disruption. From this experience, she learned invaluable lessons about the importance of thorough reference checks, truly listening to her team, and the critical difference between "checking in" and "checking on" your employees. The conversation also covers underrated business practices, such as the power of professionally responding to all online reviews, good and bad, to humanize your agency and build trust. Becky emphasizes that the key to caregiver retention isn't just money, but human connection and proactive support. Lesson Takeaways: 1. Dig Deeper When Hiring: Always conduct thorough reference checks, even for people you know personally. Pay attention to red flags in their work history and personal interactions. 2. Check On Your Team, Not Just In: Move beyond tactical updates in one-on-ones. Ask how your team is really doing and how they are getting along with colleagues to uncover issues early. 3. Humanize Your Business Online: Respond to all reviews—positive and negative. A professional, empathetic response to criticism can build more trust than a perfect 5-star rating. 4. Listen to the Cues: Caregiver turnover often has early warning signs. Proactively check on their needs, availability, and challenges instead of waiting for them to quit. 5. Plan Your Exit Early: If you want to sell your business someday, start planning years in advance. Brokers will want 3-5 years of solid growth data, so the time to build value is now. Timestamps: 00:00 - Introduction: Becky Reel's home care journey and successful exit 02:30 - Becky's current obsession: The emotional connection of live music 06:00 - The big mistake: Hiring her nanny and ignoring the red flags 09:45 - The aftermath: A toxic office environment and a hostile work environment claim 12:10 - Hindsight: The specific red flags that were missed 16:25 - The fixes: Improving reference checks and deepening one-on-ones 21:00 - Underrated Practice: The power of responding to online reviews 26:17 - A little mistake with a big impact: Not listening to caregiver cues 31:00 - Win of the Week: Helping a long-time agency owner step out of her comfort zone 33:45 - Home Care Hot Take: Overlooked referral sources, reducing turnover, and exit planning Quotes: Becky Reel: "I ignored so many red flags because I trusted her. But hiring someone you know personally isn't always the right move for your business." Becky Reel: "I truly believe the key to retention is humanizing what we're doing and connecting with our caregivers on a level that they feel supported." David Knack: "At the end of the day, home care is a people business. If you're not connecting with your team, it's going to hurt in the long run." Becky Reel: "If you care, if you have good customer service and you're doing this for the right reason, there is no reason why your agency would not be successful." Resources: 1. Reel Home Care Consulting: https://reelhomecareconsulting.com/ 2. Connect with Becky Reel on LinkedIn: https://www.linkedin.com/in/beckyreel 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

In this returning episode of Home Care Hindsight, host David Knack is joined by Steve "The Hurricane" Weiss, founder of Home Care Evolution. Together, they dive into how home care agencies can finish 2025 strong and hit the ground running in 2026. Steve emphasizes the importance of using September–October to audit your business, tighten referral relationships, and prepare for seasonal surges (like elective surgeries leading to more home care referrals). He shares how to create an orthopedic specialty program to stand out from competitors and walks through the patient journey for better outcomes and higher revenue. The conversation shifts to goal setting, with Steve explaining the difference between bad (vague) goals and SMART, measurable ones — including a real-world success story of a client who achieved a 50/50 payer mix and increased billable hours by 20%. Finally, Steve and David discuss how to grow VA service lines responsibly, avoid overreliance on government payers, and improve caregiver retention by focusing on higher-hour "total care" clients. Lesson Takeaways: 1. Plan Now, Not in January: The best time to plan for 2026 is now. Use October to audit your last 12 months, set SMART goals, and identify the tools and support you'll need to hit them. 2. Focus on Total-Care Clients: Caregiver retention improves when you prioritize clients with 40+ hours per week. This creates stable, full-time work that caregivers stay for. 3. Be "Five-Mile Famous": You don't need a huge marketing budget—just consistent local presence. Network weekly, host lunch-and-learns, and build referral relationships within your community. 4. Morale Matters: Invest in your office team with regular morale-building activities. A strong internal culture trickles down to caregivers and clients. 5. Decide and Execute: Indecision is a growth killer. Research, sleep on it, then commit—even a wrong decision is better than no decision at all. Timestamps: 00:00 - Introduction: Steve "The Hurricane" Weiss returns to the show 02:30 - The summer slump is over: How to hit the ground running this fall 05:00 - The Q4 opportunity: Why elective surgeries spike and how to prepare 07:15 - Building a specialty program for orthopedic patients 09:45 - The caregiver's role: From PT appointments to at-home exercises 12:10 - Steve's planning mantra: Why you should plan for 2026 now 16:25 - A lesson from the UK: The power of diversifying your payer mix 19:15 - Growing your VA line wisely (and why 20% is the sweet spot) 22:05 - The caregiver retention secret: Focus on "total-care" clients 26:30 - Advice for new owners stuck in the recruitment/scheduling cycle 31:00 - How to be "Five-Mile Famous" in your local market 33:45 - An inspiring client story: Scaling after two heart attacks 38:10 - The "hot list" system for keeping caregivers engaged 41:00 - The office culture fix: Why morale-building is non-negotiable 42:15 - The #1 thing holding owners back: Indecisiveness 43:50 - Steve's win: Invitation to the Home Care Millionaires Bootcamp Quotes: Steve Weiss: "You can recover from a wrong decision, but you'll never recover—and you'll never grow—if you don't make a decision at all." Steve Weiss: "Be five-mile famous. You don't need to know everyone in the world—just everyone who can send you a patient." David Knack: "You've got to create a little FOMO with your caregivers. Share the success others are having so they want to be next." Steve Weiss: "If you want to grow strong, make sure your office staff culture is strong. It trickles down to everyone." Resources: 1. Home Care Evolution: https://homecareevolution.com/ 2. Connect with Steve "The Hurricane" Weiss on LinkedIn: https://www.linkedin.com/in/steve-hurricane-weiss-13996b2/ 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 6. Home Care Millionaires Bootcamp (Houston, Nov 19-21): https://homecareevolution.com/houston-2025-boot-camp-page/

In this episode of Home Care Hindsight, host David Knack is joined by Clayton Foutch, a home care veteran and founder with over 18 years in the industry. Clay opens up about the costly mistake of stubbornly pursuing a major partnership that was a poor strategic fit for his company's "Four Seasons" vision. He shares how his refusal to listen to his team and cut losses earlier resulted in a significant financial and reputational hit.  Clay also dives into the importance of revenue diversification for stability, the collaborative nature of the home care industry, and how to thoughtfully integrate new technology without losing sight of your core mission: serving caregivers and clients. Lesson Takeaways: 1. Know Your "Lemon Meringue": Identify your core business which is the thing you do best, and avoid cluttering it with distracting "knick-knacks" (like ill-fitting partnerships) that drain resources. 2. Diversify Your Revenue Streams Early: Relying on a single referral source (like skilled nursing facilities) makes your business vulnerable. Explore concierge care, veterans' programs, and other payer mixes before a crisis forces you to. 3. Surround Yourself with Contrarians: Your biggest weakness might be your own stubbornness. Build a team of trusted, objective advisors (like Clay's partner Jeff) who aren't afraid to tell you when your "kid is ugly." 4. Embrace Mistakes as Tuition: View business missteps not as failures, but as paid education. This mindset shift allows for quicker pivots and reduces the emotional cost of being wrong. 5. Lead with Humility Through Change: When implementing new technology or processes, be honest with your team that you don't have all the answers. Frame it as a collaborative journey to better serve clients and caregivers, and be willing to backtrack if you take a wrong turn. Timestamps: 00:00 - Introduction and Clay's background in home care 04:30 - The story of the "Australian pirate" secret shopper call 11:10 - Clay's biggest mistake: The stubborn pursuit of a costly, misaligned partnership 16:45 - The "Lemon Meringue" lesson from The Profit that sparked a pivot 20:15 - How to evaluate partnerships against your core mission and values 25:30 - Underrated or Overrated? Balancing tech innovation with the human element of care 33:00 - The critical need for revenue diversification (and the mistake of not having it) 39:00 - A small mistake owners make: Trying to do everything themselves instead of delegating 43:30 - What Clay is most excited about now: Mentoring other entrepreneurs in the franchise network 46:45 - The importance of finding mentors and building a personal "board of directors" 51:20 - Clayton shares two of his recent successes and the reason behind them Quotes: Clay: "I get so dug in on maybe not being wrong that I just kept persevering and persevering on trying to make this work... It cost us a ton of money, really reputation." Clay: "Having some diversification in revenue is really important because things do change. My entire business was built on walking into skilled nursing facilities... and then in one minute that ended." Clay: "I'm not afraid to just say like, I don't know. I'm not afraid to say I need help. I think when you share that with your team... you can genuinely be humble." David Knack: "We don't have good change management muscles in this industry... because we move so fast every day, reacting and putting out fires." Resources: 1. Home Matters Caregiving: https://homematters.com/ 2. Connect with Clayton Foutch on LinkedIn: https://www.linkedin.com/in/clayton-foutch 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

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: https://healthviewhomehealth.com/ 2. Connect with Steven Gonzales on LinkedIn: https://www.linkedin.com/in/stevegonzalez/ 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

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

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: https://thebusinessofseniorcare.com/ 2. The Business of Senior Care on LinkedIn: https://www.linkedin.com/company/the-business-of-senior-care/ 3. Lucas Carroll on LinkedIn: https://www.linkedin.com/in/lucascarroll/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 6. Powered by Zingage: https://zingage.com/ 7. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

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: https://www.linkedin.com/in/charlesbailey/ 2. True North Holdings on LinkedIn: https://www.linkedin.com/company/true-north-holdings/ 3. True North Holdings website: https://www.true-north-holdings.com/ 4. My Franchise Bookkeeper: https://www.linkedin.com/company/myfranchisebookkeeper/ 5. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 6. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 7. Powered by Zingage: https://zingage.com/ 8. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

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: https://www.linkedin.com/in/emilyisbellcofounder/ 2. Emily's Book: The 24/7 Solution: Proven Strategies for Home Care Business Leaders: https://www.amazon.com/24-Solution-Strategies-Business-Leaders/dp/B0D35QD7HT 3. EI and Company: https://emilyisbellco.com/ 4. EI and Company on LinkedIn: https://www.linkedin.com/company/emilyisbellco/about/ 5. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 6. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 7. Powered by Zingage: https://zingage.com/ 8. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

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: https://www.linkedin.com/in/guy-tommasi-a0a4bb18/ 2. Corcoran Consulting Group LLC: https://www.corcoranconsultants.com/ 3. Corcoran Consulting Group LLC on LinkedIn: https://www.linkedin.com/company/corcoranconsultinggroup-llc/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 6. Powered by Zingage: https://zingage.com/ 7. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage