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

In this episode of the Home Care Hindsight, David Knack interviews Steve "The Hurricane" Weiss, founder of Hurricane Marketing Enterprises.

Steve shares his journey from burnout to building a multi-million dollar home care empire, emphasizing the importance of work-life balance, prioritizing high-need patients, and avoiding common mistakes like expanding too soon.

He also offers practical advice on building trust with referral sources and standing out in a competitive market.

Whether you're new to the industry or a seasoned pro, this episode will help you grow your business while keeping your personal life intact.

Lesson Takeaways:

1. Don’t burn out before you break through. Prioritizing work-life balance is essential. Setting boundaries, focusing on family, and taking care of yourself can prevent burnout and lead to long-term success.
2. High-need patients are the key to scaling. Focusing on high-need patients is the secret to scaling your business. Positioning your agency to attract these clients can drive significant revenue growth.
3. Don’t expand too soon. Opening a second location too early can backfire. It’s crucial to master your first location and ensure your team is ready before expanding.
4. Build trust with referral sources. Standing out in a competitive market requires building lasting relationships with referral sources. Authenticity and consistency are key to earning their trust.
5. Morning routines matter! A daily routine that includes gratitude, family time, and self-care can transform both your business and personal life, helping you stay focused and fulfilled.

Timestamps:

00:00 - Introduction

01:15 - Meet Steve Weiss and his role at Hurricane Marketing Enterprises.

02:30 - Steve shares his early struggles with burnout and neglecting his family.

05:45 - The moment Steve realized he needed to change his priorities and how it transformed his business.

10:20 - Steve’s morning routine and how it helps him stay focused and fulfilled.

15:35 - The underrated secret to scaling a home care business: high-need patients.

20:50 - Common mistakes home care owners make, including expanding too soon.

25:15 - How to build trust with referral sources and stand out in a competitive market.

30:40 - Steve’s advice for new home care agency owners: focus on sales, not just compliance.

35:55 - What’s next for Steve: his record-breaking bootcamps and new ventures.

Quotes

1. Steve Weiss: "You weren’t born to work. You work so you can live. That’s the difference."
2. Steve Weiss: "If you burn out, what good are you to anybody?"
3. Steve Weiss: "High-need patients are the key to scaling your business. Focus on them, and the revenue will follow."
4. Steve Weiss: "Don’t expand too soon. Master your first location before opening a second."

Resources:

1. Home Care Evolution
2. Steve’s Book: One Habit for Entrepreneurial Success
3. Steve Weiss on LinkedIn
4. Connect with David Knack on LinkedIn
5. Connect with Zingage on LinkedIn
6. Powered by Zingage
7. Subscribe on Zingage’s YouTube

In this episode of Home Care Hindsight, David Knack interviews Adam Berry, CEO of As Close As Family, a home care agency based in Alabama. Adam shares insights on leadership, the importance of consistency in business, and how to effectively manage and grow a home care agency.

He discusses the challenges of employee management, the need for regulation in the home care industry, and the strategies that have driven his company's success.

Adam also opens up about his personal leadership style, mistakes he's made, and how he’s learned to delegate effectively while maintaining accountability.

Lesson Takeaways:

1. Adam emphasizes the importance of staying consistent with business strategies and not jumping from one "flavor of the month" idea to another. This approach has led to significant growth for his agency.
2. Different employees require different management styles—some need encouragement, while others need clear boundaries. Understanding what drives each employee is crucial for effective leadership.
3. Delegating tasks is essential, but it’s important to stay involved and support employees rather than simply handing off responsibilities and walking away.
4. Adam advocates for balanced regulation in the home care industry to ensure client and caregiver safety, while avoiding overregulation that could stifle business growth.
5. Adam admits to his own impatience and the importance of surrounding himself with a team that can hold him accountable and implement his vision.

Timestamps:

00:00 - Introduction

01:15 - Adam Berry and his role at As Close As Family.

02:00 - Discussion on the need for regulation in the home care industry.

03:35 - Adam shares his secret character flaw—impatience—and how it impacts his leadership.

04:35 - Adam reflects on his biggest career mistake: not sticking to a plan and changing strategies too frequently.

06:45 - The importance of following through with strategic plans, leading to 30% growth in 2024.

11:55 - Adam discusses the importance of problem-solving employees and not just complaining.

17:40 - Creative recruitment tactics, such as paying employees' power bills, to improve retention.

19:05 - The difference between delegation and abdication in leadership.

26:25 - Adam shares a recent success story of his team pulling together during unexpected winter weather.

Quotes

1. Adam Berry: "Rome wasn’t built in a day, and I expect too many things to happen at one time."
2. Adam Berry: "Anyone can steer the ship, but it takes a leader to chart the course."
3. Adam Berry: "Don’t come to me complaining, come to me problem-solving."

Resources:

1. As Close As Family
2. HCOA
3. Advocacy Day: April 8th and 9th in Washington, D.C.
4. Connect with David Knack on LinkedIn
5. Connect with Zingage on LinkedIn
6. Powered by Zingage
7. Subscribe on Zingage’s YouTube

Mike Doughty, owner of Home Care Agency Zeabe, and former sales and marketing automation expert, shares his journey from New Zealand to the U.S. and how he transitioned into the home care industry.

He discusses the importance of automating 90% of tasks to humanize the remaining 10%, building a remote team in the Philippines, and the value of psychometric tests in understanding team dynamics.

Mike also reflects on the lessons he's learned from his mistakes and how he applies them to his business today.

Lesson Takeaways:

1. Automation should handle repetitive tasks, but meaningful human interactions remain the foundation of a successful home care business. Knowing what to automate and what to personalize makes all the difference.
2. Building a remote team, especially across different time zones, requires well-defined roles and expectations. Mike Doughty’s success with a team in the Philippines proves that clarity and structure are key to remote work effectiveness.
3. Seeking guidance is valuable, but blindly following advice can lead to costly mistakes. Mike learned that trusting his own judgment—while considering expert input—is the key to making sound business decisions.
4. Tools like the Predictive Index and Wealth Dynamics help identify individual strengths, ensuring that team members are placed in roles where they naturally excel. Investing in the right fit leads to higher performance and job satisfaction.
5. Instead of only measuring end results, focusing on leading indicators (daily activities that drive outcomes) keeps the team engaged, motivated, and continuously improving.

Timestamps:

• 00:00 - Intro
• 01:30 - Mike introduces himself and his journey from New Zealand to the U.S.
• 03:00 - How Mike got into the home care business through his father.
• 06:15 - Mike’s approach to learning and personal growth.
• 09:00 - Mike shares his biggest mistake and the lesson of taking advice but making your own decisions.
• 12:45 - The importance of trusting your gut in a regulated industry like home care.
• 18:45 - Mike’s philosophy on automating 90% of tasks to humanize the 10%.
• 22:05 - Using technology to recognize and appreciate caregivers.
• 32:50 - Mike’s proudest achievement: building a successful remote team in the Philippines.
• 34:55 - Mike’s vision for the future of his business in 2026.

Quotes

1. Mike Doughty: "Let’s automate the 90%, humanize the 10%. That 10 percent is really the most important. That’s when you’re able to have people face to face with other people and be developing that relationship."
2. Mike Doughty: "I’ve learned over the years that I have the learning gene, and I’m lucky I can learn without there needing to be an outcome."
3. Mike Doughty: "Take lots of advice, but ignore it all. At the end of the day, you want to make sure that you make the decision from your perspective."

Resources:

1. Twitter/X: @MikeDoughty https://twitter.com/MikeDoughty
2. LinkedIn: Mike Doughty https://www.linkedin.com/in/mikedoughty/
3. Website: The Knowledge Gym https://theknowledgegym.com/
4. The Power of Regret by Dan Pink: https://www.danpink.com/the-power-of-regret/
5. Predictive Index: https://www.predictiveindex.com/
6. Wealth Dynamics: https://www.wealthdynamics.com/
7. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/
8. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/
9. Powered by Zingage: https://zingage.com/
10. Subscribe on Zingage’s YouTube: https://www.youtube.com/@Zingage

In this episode of Home Care Hindsight, host David Knack sits down with Matt Thompson, franchise owner of Visiting Angels, to discuss the biggest challenge business owners face—distractions.

Matt shares how he keeps his team focused on what truly matters: caregiver and client acquisition.

From implementing daily huddles to leveraging caregiver incentives through Zingage, Matt offers practical insights into leadership, culture-building, and staying on track in the home care industry.

Lesson Takeaways:

1. Avoid distractions by focusing on high-impact activities.
2. Set clear daily goals and track progress through end-of-day reports.
3. Use incentives to motivate caregivers and improve retention.
4. Build a strong office culture through daily team huddles.
5. Encourage positive reinforcement over punitive measures.

Timestamps:

• [00:00:00] Introduction to Matt Thompson and Visiting Angels.
• [00:02:00] The challenge of distractions in business.
• [00:05:00] Using Zingage for caregiver incentives and retention.
• [00:08:00] The importance of rewarding positive behaviors.
• [00:12:00] Pressing the two key buttons: caregiver and client acquisition.
• [00:15:00] Why daily huddles and end-of-day reports drive success.
• [00:19:00] Measuring the right metrics to drive business growth.
• [00:26:00] The biggest mistake: making decisions based on anecdotal evidence.
• [00:30:00] Creating a strong, engaged office culture.
• [00:34:00] The servant leadership mindset in home care.

Quotes

1. Matt Thompson: "A business is a living, breathing thing—if you lose focus, you lose growth."
2. David Knack: "The best leadership isn’t about being in front—it’s about setting others up for success."
3. Matt Thompson: "If you want your caregivers to engage, show them that you value them."

Resources:

1. Visiting Angels
2. Matthew Thompson on LinkedIn
3. Connect with David Knack on LinkedIn
4. Connect with Zingage on LinkedIn
5. Powered by Zingage
6. Subscribe on Zingage’s YouTube

Tim and Gina Murray, former home care agency owners and creators of CINCH, join host David Knack to discuss the challenges and rewards of community-based home care. They share insights on the concept of fractional care, how it supports independent living communities, and the lessons they learned transitioning from agency owners to tech entrepreneurs. They also highlight how proper scheduling, caregiver teamwork, and sustainable revenue models can transform home care businesses.

Lesson Takeaways:

1. Fractional care provides short, structured visits that help seniors maintain independence.
2. Proper scheduling improves efficiency and caregiver satisfaction.
3. Caregiver teamwork enhances service quality and reliability.
4. Community-based home care can be both profitable and sustainable.
5. Understanding and respecting the language of senior living communities builds stronger partnerships.

Timestamps:

• [00:01:00] Tim & Gina’s journey from agency owners to software founders.
• [00:02:00] How they discovered the power of community-based home care.
• [00:06:00] What is fractional care and why it’s cost-effective.
• [00:09:00] Scheduling challenges and how they improved efficiency.
• [00:14:00] The impact of proper scheduling and team collaboration.
• [00:20:00] How caregivers benefit from the fractional care model.
• [00:24:00] The financial benefits and profitability of fractional care.
• [00:28:00] The importance of using respectful language in senior living communities.
• [00:32:00] Tim & Gina’s biggest mistake and key lessons learned.
• [00:36:00] Cinch: A tool to help home care agencies thrive in community-based care.

Quotes

1. Tim Murray: "Home care is a team sport. When caregivers work together, everyone wins."
2. Gina Murray: "Fractional care is about meeting seniors where they are—providing just the right amount of support to help them stay independent."

Resources:

1. CINCH CCM
2. Connect with Tim Murray on LinkedIn
3. Connect with Gina Murray on LinkedIn
4. Connect with David Knack on LinkedIn
5. Connect with Zingage on LinkedIn
6. Powered by Zingage
7. Subscribe on Zingage’s YouTube

In this episode of Home Care Hindsight, host David Knack talks with Dana Charumbira, CPA and financial strategist for home care agencies. Dana shares the biggest hiring mistake she made—bringing someone on board based on an impressive resume instead of proven skills—and how it impacted her business. She also dives into financial strategies, cash flow management, and key metrics that help home care owners scale profitably while avoiding common pitfalls.

Lesson Takeaways:

1. A great resume doesn’t guarantee great performance. Skills tests and structured interviews prevent costly hiring mistakes.

2. Cash flow should never be managed by what’s in the bank alone. Tracking gross margin, pay rate per hour, and Days Sales Outstanding (DSO) ensures financial stability.

3. Expanding into Medicaid or VA contracts can create cash flow strain. Home care owners must plan for delayed payments and adjust reserves accordingly.

4. Investing in the right systems saves time and improves profitability. Workflows, automation, and financial planning create a sustainable business model.

5. If a hire isn’t working, don’t wait to make a change. Prolonging the inevitable hurts both the business and the employee.

Timestamps: [00:00:00] Why Financial Planning is Essential in Home Care

[00:05:00] Dana’s Biggest Hiring Mistake & What She Learned

[00:10:00] How to Hire Smarter: Testing for Critical Thinking & Proactivity

[00:15:00] The Most Underrated Financial Metrics for Home Care Owners

[00:20:00] The Cash Flow Trap of Medicaid & VA Contracts

[00:25:00] How Technology & Workflows Improve Client & Employee Experience

Quotes

1. Dana Charumbira: "If you know a hire isn’t working, cut ties sooner rather than later."

2. Dana Charumbira: "A great resume doesn’t mean they can do the job."

3. David Knack: "Every new hire isn’t just about filling a role. They represent your brand and impact your entire business."

Resources:

1. The Home Care CPAs

2. Connect with Dana Charumbira on LinkedIn

3. Connect with David Knack on LinkedIn

4. Connect with Zingage on LinkedIn

5. Powered by Zingage

6. Subscribe on Zingage’s YouTube

In this episode of Home Care Hindsight, host David Knack sits down with Gregory Bean, Vice President of Paradigm Senior Services. With 30 years in home care, Gregory shares invaluable insights on the industry's evolution, the importance of third-party payers, and why treating caregivers as your most valuable asset leads to better retention and client outcomes. They discuss the shift from private pay to Medicaid and VA-funded services, the benefits of Medicare Advantage, and how home care agencies can remain profitable despite economic challenges.

Lesson Takeaways:

1. Agencies should prioritize caregiver appreciation and retention beyond just pay.

2. Expanding into Medicaid, VA benefits, and Medicare Advantage can provide financial stability.

3. Managing family expectations is key to ensuring smooth home care operations.

4. Keeping consistent caregivers improves client satisfaction and reduces turnover.

5. Agencies should focus on lifetime client value rather than just hourly profit margins.

Timestamps: [00:01:00] Introduction to Gregory Bean and Paradigm Senior Services [00:02:30] The biggest shifts in home care over the last decade [00:06:45] Why Gregory’s biggest "mistake" was starting a home care business [00:10:00] Managing family expectations vs. client satisfaction [00:12:30] The three key reasons caregivers stay: work, pay, and appreciation [00:17:30] Why third-party payers like Medicaid and VA benefits are underutilized [00:21:00] The administrative burden of third-party payers (and how to simplify it) [00:26:00] The challenge of rising caregiver wages and private pay rate limits [00:30:00] The future of Medicare Advantage in home care [00:37:00] Why the most reliable caregivers are the real heroes [00:41:30] How home care agencies can improve retention through recognition

Quotes

• Gregory Bean: "I wish every agency saw their caregivers as their greatest asset, not just employees."

• Gregory Bean: "The biggest mistake agencies make is focusing on hourly margins rather than lifetime client value."

• David Knack: "If every caregiver was consistent and reliable, home care would change overnight."

Resources:

1. Paradigm Senior Services
2. Connect with Gregory Bean on LinkedIn
3. Connect with David Knack on LinkedIn
4. Connect with Zingage on LinkedIn
5. Powered by Zingage
6. Subscribe on Zingage’s YouTube

Dustin DiStefano, CEO and Co-founder of A Place at Home, joins host David Knack to discuss his journey from launching a single home care agency to scaling a national franchise network. Dustin shares his biggest mistake—hiring too quickly out of desperation—and the costly impact it had on his business. He recounts a pivotal experience with an early scheduler hire, emphasizing the importance of aligning employees with company values and firing fast when necessary.

Dustin also discusses the underrated role of caregiver-agency relationships in reducing turnover and ensuring client retention, along with the importance of tracking measurable outcomes to establish home care as a critical part of the healthcare continuum. With insights on strategic hiring, franchise growth, and building a strong workplace culture, this episode is a must-listen for home care professionals looking to avoid common pitfalls and improve long-term business success.

Lesson Takeaways:

1. Avoid hiring out of desperation; take time to ensure candidates align with your core values and long-term business needs.

2. Be proactive and intentional in building relationships with both caregivers and clients to create a sustainable and engaged workforce.

3. Authenticity and vulnerability foster trust within both internal teams and external business relationships.

4. Caregiver engagement and career development are key to retention and long-term agency growth.

Timestamps: [00:00:00] Introduction: Dustin DiStefano’s journey from agency owner to franchisor [00:02:00] Decision to franchise A Place at Home and challenges faced [00:06:00] Overcoming hiring mistakes: The importance of a structured process [00:11:00] A scheduling hire gone wrong and lessons learned [00:14:00] Using data-driven coaching for home care agency success [00:18:00] The underrated importance of caregiver-agency relationships [00:23:00] Overrated: The overemphasis on technology in home care [00:27:00] Empowering caregivers: Career pathways in home care [00:31:00] The role of home care in the healthcare continuum [00:34:00] Dustin’s latest success: Scaling A Place at Home with measurable client outcomes

Quotes

• Dustin DiStefano: "Hire slow, fire fast, and don’t compromise on your core values."

• Dustin DiStefano: "If you’re not developing relationships with your clients, you’re at risk of losing them to private caregivers."

• Dustin DiStefano: "Technology is great, but people and processes are what drive home care success."

Resources:

1. Learn more about A Place at Home
2. Connect with Dustin DiStefano on LinkedIn
3. Explore franchise opportunities at A Place at Home
4. Connect with David Knack on LinkedIn
5. Connect with Zingage on LinkedIn
6. Powered by Zingage
7. Subscribe on Zingage’s YouTube

Jeff Salter, Founder and CEO of Caring Senior Service, joins host David Knack for an unforgettable conversation about leadership, growth, and a cross-country adventure. Jeff shares how a 9,500-mile electric bike journey to celebrate his company’s 30th anniversary transformed his perspective on delegation and leadership. Along the way, he raised $170,000 to install grab bars in senior homes, creating a lasting impact.

This episode dives deep into Jeff’s mindset shift from “doing it all” to empowering his team, the lessons learned from mistakes, and his innovative approach to improving the home care industry with tools like InkyScribe. Packed with stories of perseverance, humility, and progress, this is one you won’t want to miss.

Lesson Takeaways:

1. Trust your team—delegating unlocks time for bigger goals.

2. Bold milestones, like Jeff’s bike ride, can inspire movements and strengthen company culture.

3. Data-driven decision-making should focus on internal metrics, not industry averages.

4. Clear, respectful communication is vital to retaining employees and clients.

Timestamps:

[00:00:00] Introduction to Jeff and his career in home care. [00:03:00] The 9,500-mile bike ride: celebrating 30 years and raising $170,000. [00:09:00] Lessons in delegation: what Jeff learned on the road. [00:14:00] Jeff’s big mistake: not asking for help earlier in his career. [00:24:00] Why internal data is more valuable than chasing industry stats. [00:31:00] Communication as a key to employee retention.[00:37:00] Delegation and automation tips to kickstart the new year.

Quotes

• Jeff Salter: “I celebrated 30 years of business by biking 9,500 miles—and I learned I’m not as important as I thought.”

• Jeff Salter: “Anything you think only you can do, someone else can learn and thrive doing.”

• David Knack: “Big change starts with a bold move—Jeff’s bike ride is proof.”

Resources:

1. Connect with Jeff Salter on LinkedIn
2. Caring Senior Service
3. Connect with David Knack on LinkedIn
4. Connect with Zingage on LinkedIn
5. Powered by Zingage
6. Subscribe on Zingage’s YouTube