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:

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 - 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

1. Betsy Milne: "Caregiver burnout is something that’s so real—and something I don’t think gets talked about enough."
2. Betsy Milne: "Customer service isn’t just about the client; it’s about serving both sides—the caregiver and the family."
3. Betsy Milne: "Done is better than perfect. As a recovering perfectionist, I can say that’s been a game-changer."
4. Betsy Milne: "If you’re constantly closing loops for others, you’re not empowering them—or yourself."

Resources:

1. Home Helpers of San Mateo County: https://homehelpershomecare.com/san-mateo/
2. Betsy Milne on LinkedIn: https://www.linkedin.com/in/betsy-milne/
3. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/
4. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/
5. Powered by Zingage: https://zingage.com/
6. Subscribe on Zingage’s YouTube: https://www.youtube.com/@Zingage