By David Knack
5
22 ratings
The podcast currently has 13 episodes available.
Gabrielle Pumpian, COO of Entrethrive, joins host David Knack to share her journey from a sales leader to her current operations-focused role. Gabrielle reflects on her biggest sales mistake—getting stuck in the "friend zone" with clients—and how it held her back from achieving measurable results. She recounts the pivotal moment when her manager challenged her to move the dial, prompting her to rebuild relationships with key decision-makers and reshape her sales approach.
Through this experience, Gabrielle learned the importance of being intentional with client interactions, asking directly for the business, and balancing authenticity with professional strategy. Her insights offer valuable lessons for home care professionals looking to enhance their sales tactics, engage caregivers effectively, and foster sustainable agency growth.
Lesson Takeaways:
Avoid getting stuck in the "friend zone" with potential clients; ensure you're building relationships that move the needle for your business.
Be proactive and intentional in asking for the business—don't rely on assumptions.
Authenticity and vulnerability foster trust in both sales and caregiving relationships.
Caregiver engagement and career development are key to retention and long-term agency growth.
Create diverse activities and personal connections with accounts to stand out and build stronger partnerships.
Timestamps:
[00:00:00] Gabrielle’s journey from sales to COO at Entrethrive. [00:06:00] The "friend zone" mistake in sales and how to avoid it. [00:11:00] Building relationships with decision-makers and avoiding assumptions. [00:17:00] Bringing authenticity and vulnerability to sales and caregiving. [00:24:00] Engaging caregivers to reduce turnover and improve retention. [00:27:00] Creating career pathways for caregivers to drive business growth. [00:30:00] Avoiding desperation in sales and focusing on meaningful client relationships. [00:34:00] Gabrielle’s recent win: driving accountability and results in leadership coaching.
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Stephen Tweed, CEO of Leading Home Care and founder of the Home Care CEO Forum, joins host David Knack on the Home Care Hindsight Podcast to discuss his extensive career in the home care industry. In this episode, Stephen shares insights on why caregiver retention matters as much as recruiting, how defining a clear vision shapes business growth, and why building a strong team is essential for success. Reflecting on his biggest career regret, Stephen offers a blueprint for moving from a solopreneur approach to building a team that allows business owners to “work on their business, not in it.”
Stephen’s lessons cover the value of retaining top caregivers, the importance of strategic delegation, and how small changes in team structure can lead to lasting success in home care. His experiences provide actionable advice for home care owners aiming to improve both their business and caregiver engagement.
Lesson Takeaways:
Timestamps: [00:00:00] Discussion on why people leave home care companies, emphasizing the importance of proper treatment and consistent scheduling. [00:01:00] Announcement about rebranding from Ava to Zyngage. [00:03:00] Stephen's insight on the power of metrics: "What gets measured gets managed, what gets rewarded gets repeated.” [00:04:00] Stephen's philosophy on mixing work and play in business and life. [00:07:00] A memorable travel story in Japan, showcasing the joy of cultural exchange and adventure. [00:08:00] Reflection on the “biggest career regret” of building a practice instead of a company, highlighting the impact of long-term vision. [00:10:00] Stephen discusses the importance of “future regret” as a tool for planning meaningful career decisions. [00:12:00] Steps for business owners to shift from a "practice" to a "company" with a broader impact. [00:16:00] Story of traveling to Italy with friends, underscoring the significance of living without regrets.[00:18:00] Advice on designing a business that supports personal goals, such as travel or family time.[00:21:00] Key factors in caregiver retention, such as hiring quality applicants and engagement strategies. [00:22:00] The concept of “caregiver-first culture” to improve service quality and business growth.[00:27:00] Explanation of high-level leadership through accountability and strategic retention management. [00:31:00] The impact of a strong phone presence in a business, creating lasting impressions with clients and caregivers. [00:35:00] Stephen's legacy through transferring ownership of the Home Care CEO Forum, ensuring a lasting industry impact. [00:40:00] Stephen’s advice on “future-proofing” home care businesses by crafting a strong vision, culture, and systems.
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Marissa Snook, CEO of CoreCubed, joins host David Knack in this episode of Home Care Hindsight to share her extensive experience in home care marketing and website management. Marissa explains the critical importance of keeping your website secure by regularly updating plugins, themes, and backups. She also emphasizes the need for businesses to maintain all website logins and ownership of their sites.
Marissa reflects on common mistakes she’s seen from clients, including the risks of losing everything due to website neglect, and shares best practices for safeguarding your online presence. Throughout the conversation, she highlights the significance of AI in marketing, the role of authentic branding, and the continuing relevance of print marketing in home care. She provides actionable advice on handling inquiry calls and connecting with clients effectively.
Lesson Takeaways:
Timestamps: [00:00:00] Website maintenance tips: Keeping sites secure and up-to-date [00:02:00] Introduction of Marissa Snook, CEO of CoreCubed [00:04:00] The biggest website mistake: forgetting to pay your web hosting bill [00:06:00] How failing to maintain a website can result in losing everything [00:08:00] Understanding domain, web hosting, and website logins [00:10:00] Backup strategies for website security during election years [00:12:00] Overcoming home care branding clichés and focusing on life, not just care [00:16:00] The importance of handling inquiry calls properly to grow your business [00:19:00] Using AI and SEO to stay ahead in marketing [00:22:00] Print marketing is still effective for senior care, especially with referral sources [00:24:00] How to evaluate the success of social media and print marketing efforts
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Casey Rausin, COO of Care on the Block, sits down with host David Knack to share her journey from nursing to care management in this episode of Home Care Hindsight. She discusses the critical steps involved in defining an ideal client profile and streamlining services to improve efficiency.
Casey also reflects on the unique challenges her team encountered during the COVID-19 pandemic and how refocusing on core services led to a positive impact on both employees and clients. Throughout the conversation, Casey highlights the importance of effective training, open communication, and strategic delegation in building a successful and sustainable care management business.
Lesson Takeaways:
Timestamps:
[00:00:00] Introduction of care management and Casey Rawson’s background. [00:02:00] Defining care management and its role in home care. [00:06:00] Casey’s biggest mistake: trying to be everything to everyone. [00:10:00] Strategic decisions made during COVID and defining the ideal client. [00:15:00] The importance of training and care quality in the future of home care. [00:19:00] Delegation and Casey’s personal growth as a leader. [00:25:00] The impact of burnout in home care and how organizations can address it. [00:30:00] Casey’s proud moment: Trusting her team and the value of autonomy. [00:35:00] Closing thoughts on care management and its future role in the home care industry.
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Justin Currie, the owner and CEO of Thema Home Care and Founder of Masters of Home Care, joins host David Knack to share his journey of building a thriving home care agency. Justin discusses his biggest challenges, including the costly mistake of working with Medicaid and how he pivoted to private pay clients. He also offers valuable strategies on cash flow management, automating billing processes, and making data-driven decisions that propelled his agency to the Inc 5000 list.
Lesson Takeaways:
Timestamps:
[00:00:00] Introduction to Justin Currie and his journey in home care. [00:01:00] From Canada to the U.S.: Starting a home care agency. [00:04:00] The $30,000 mistake with Medicaid and the shift to private pay. [00:07:00] Data-driven decisions and streamlining operations. [00:09:00] Automating billing for private pay clients. [00:12:00] Marketing strategies for attracting the right clients. [00:16:00] Managing growth and the necessity of scaling. [00:20:00] How to handle bad referrals and maintain quality care.
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Adam Corcoran, owner of Elevation Marketing, shares the story of his first major sales presentation to host David Knack. This episode presents his rocky start in the home care industry and how it ultimately shaped his business success. He opens up about his first major sales presentation, where he was completely unprepared to handle the jargon, questions, and expectations of a room full of social workers.
Adam learned the importance of preparation, understanding client pain points, and asking for help through this humbling experience. His insights provide valuable lessons for anyone looking to improve their approach to sales, marketing, and building strong referral partnerships in home care.
Lesson Takeaways:
Timestamps:
[00:00:00] Adam introduces himself and his journey from home care to Elevation Marketing. [00:02:00] How Elevation Marketing doubled business during COVID. [00:06:00] Adam’s biggest mistake: his first unprepared in-service with social workers. [00:09:00] The turning point: learning from the experience and seeking help. [00:15:00] Building relationships through understanding and asking the right questions. [00:17:00] The importance of trust and creating personalized experiences for clients. [00:25:00] Underrated practice in the industry: prioritizing social and enrichment components in care plans. [00:32:00] Key advice for home care owners: regularly check in with caregivers to ensure they feel supported. [00:36:00] Adam’s recent win: combining home care expertise with promotional strategies to help agencies thrive.
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Becky Reel, the founder and CEO of Reel Home Care Consulting, shares the story of how she made a major hiring mistake by bringing her nanny into the office during COVID-19.
She overlooked red flags, creating a toxic work environment. She reflects on how she learned from that mistake, along with advice for home care business owners on hiring, culture-building, and managing caregivers.
From improving business practices to creating strong team dynamics, Becky’s insights offer valuable lessons for anyone in the home care industry.
Lesson Takeaways:
Timestamps:
[00:00:01] Becky on the heaviness of home care and making it lighter.
[00:01:05] Introduction of Becky Reel and her home care journey.
[00:03:02] Becky’s current obsession: her emotional connection with live music.
[00:06:00] Becky’s big mistake: Hiring her nanny and overlooking red flags.
[00:09:48] Decisions that Becky would do differently if she started over.
[00:12:51] The importance of one-on-ones and creating a positive work culture.
[00:17:00] Underrated industry practice: Responding to reviews.
[00:21:00] David and Becky discuss responding to negative feedback and reviews.
[00:26:17] Win of the week: Becky’s success in getting a long-term client out of their comfort zone.
[00:29:00] Plug for Reel Home Care Consulting and Home Care Hot Take
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In this episode of Home Care Hindsight, host David Knack sits down with Sarah Barker, owner of Senior Care Sales Solutions, to discuss the balance between growing a home care business and managing personal priorities. Sarah shares insights from her journey, including her big mistake of attending too many networking events at the expense of family time and how she's learned to optimize her efforts.
Their conversation touches on overcoming childhood trauma, the importance of strategic time management, and the role of quality over quantity in marketing relationships. Listeners will gain valuable insights into managing home care agencies, improving sales tactics, and leading a balanced professional and personal life.
Lesson Takeaways:
Timestamps:
[00:00:00] Introduction to Sarah Barker and time management in home care.
[00:01:15] Sarah’s mission to redefine how senior care professionals approach relationships.
[00:05:04] The impact of childhood trauma on professional behavior and sales efforts.
[00:12:44] Sarah’s biggest mistake: overcommitting to networking events.
[00:17:48] The realization of time’s fleeting nature and prioritizing what matters.
[00:23:23] Overrated industry tools: CRMs and how to implement them properly.
[00:27:00] What to look for in marketers: work ethic, curiosity, and communication competency.
[00:31:00] Focusing on fewer, deeper referral relationships for long-term success.
[00:35:00] Diversifying your referral portfolio: why you need both healthcare and legal/financial sources.
[00:40:00] Win of the week: launching a virtual academy to make education more accessible.
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In this episode of Home Care Hindsight, host David Knack sits down with Matt Ericksen, Senior Director of Sales and Operations at Griswold Home Care, to discuss his extensive experience and unique insights in the home care industry. Matt talks about overcoming personal challenges like dyslexia and ADHD to rise through the ranks and shares how his upbringing shaped his relentless drive to succeed.
The conversation covers critical topics such as the importance of P&L management, strategies for reducing labor costs, and actionable steps to improve business metrics. Matt also highlights the benefits of proactive management and key performance indicators that agency owners should focus on. This episode is packed with valuable advice for home care professionals looking to elevate their operations and achieve sustained growth.
Lesson Takeaways:
Timestamps:
[00:00:00] Introduction to Matt Ericksen, his journey, and early life challenges with dyslexia and ADHD [00:06:00] Building the ultimate playroom for his kids and the importance of creative outlets [00:09:00] Matt's biggest mistake: not owning his P&L early in his career [00:13:00] The importance of viewing a P&L as a story and focusing on labor costs [00:17:00] Pricing services based on internal labor costs and avoiding margin compression [00:23:00] Key metric: Hours per employee and retention strategies [00:31:00] Matt’s win of the week: Contributing to the Home Care Pulse 15th Anniversary Benchmark Report [00:35:00] Matt’s advice for agency owners: Focusing on first billable shift and key staff hiring practices
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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 delve into 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:
Timestamps:
[00:00:00] Introduction to Emily Isbell and her home care journey [00:04:29] Emily’s "What if?" career: Owning a gym for competitive gymnastics [00:07:34] The cigarette mistake: A cringe-worthy moment from Emily’s caregiving days [00:13:00] Emily’s key takeaway: "It’s about making right, not being right" [00:16:37] The importance of consistent execution in the home care industry [00:25:00] Promoting from within: Emily’s philosophy on caregiver development [00:34:31] Big vs. small mistakes: Thinking like an owner, not a manager [00:40:41] Emily’s win of the week: Growing client businesses by 60% in six months
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The podcast currently has 13 episodes available.
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