Dr. Greg Sanchez, a former pharmaceutical scientist turned Home Instead franchise owner, shares how rapid growth nearly derailed his business, and the policies that saved it. From evacuating bedbound clients during wildfires to securing $400K in training grants, Greg reveals how to scale without sacrificing stability. Learn why overtime below 2% is possible, how to hire schedulers who thrive on chaos, and why the "gray market" of private caregivers threatens the industry.

In this episode, you’ll discover:

1. The hidden costs of growing "at all costs" and how to avoid bankruptcy.

2. Why wildfires exposed the fragility of caregiver housing (and how it impacts retention).

3. A simple policy change that reduced overtime from 15% to under 2%.

4. The "puzzle solver" trait that makes schedulers successful and how to spot it.

5. Why private caregivers pose legal risks to families and how agencies can educate clients.

Lesson Takeaways:

1. Sustainable growth over rapid growth: Infrastructure matters more than revenue milestones.

2. Policies prevent burnout: Document processes (like overtime allocation) to protect margins and morale.

3. Disasters reveal gaps: Housing and transportation barriers for caregivers are business risks.

4. Educate on the "gray market": Private caregivers may cost less upfront but carry legal and quality risks.

5. Grants fuel workforce development: Partner with nonprofits and unemployment offices to fund training.

Timestamps:

00:00 - Welcome to Home Care Hindsight

01:23 - Dr. Greg Sanchez’s Background: From Pharma to Home Care

04:20 - Wildfire Crisis: Evacuating Clients & Caregiver Housing Challenges

11:00 - The Big Mistake: Growth Without Sustainability

16:30 - How Policy Changes Slashed Overtime from 15% to 2%

20:35 - Hiring Schedulers: Look for "Puzzle Solvers" & Over-Communicators

23:55 - The Overlooked Threat: Risks of the Caregiver Gray Market

27:40 - Little Mistake: Assuming Your Team Understands (Without Verification)

32:03 - Sales vs. Operations: How Cross-Training Aligns Teams

35:10 - Interdepartmental Collaboration: Breaking Down Silos

38:20 - Proud Moment: Securing $400K in Workforce Grants

40:00 - How to Find Grant Opportunities (Start with Your Unemployment Office)

42:55 - Plug: Home Care Association of America’s National Conference

Quotes:

1. "Cancer is uncontrolled growth. Going from $1M to $5M without infrastructure is a house of cards." — David Knack

2. "Sustainable growth through innovation—without that caveat, we’d repeat our mistakes." — Dr. Greg Sanchez

3. "The gray market gambles with families’ legacies. We need to educate on the risks." — Dr. Greg Sanchez

4. "Hire schedulers who love puzzles. The job is a dynamic puzzle where pieces keep disappearing." — Dr. Greg Sanchez

5. "Trust but verify: Assume nothing when communicating expectations." — Dr. Greg Sanchez

Resources:

1. Dr. Greg Sanchez Jr. on LinkedIn: https://www.linkedin.com/in/greg-sanchez-ph-d-4003a6162/

2. Home Instead Pasadena: https://www.homeinstead.com/home-care/usa/ca/pasadena/479/home-instead-about-us/

3. California Department of Aging Grants: https://www.aging.ca.gov/

4. Home Care Association of America: https://www.hcaoa.org/

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

John Bennett, CEO of DLEM Holdings, reveals how his obsession with data nearly stalled his multi-agency empire—until one accidental escape room outing reignited growth.

In this heartfelt episode, John shares how culture saved his business, what he learned from six acquisitions (including one that led to an FBI raid), and the systems that allow his team to thrive across five states. From team rituals and storytelling to onboarding playbooks and Zingage gamification, John maps out how he’s scaling connections without losing control.

In this episode, you’ll discover:

1. The three types of home care companies—and why only one survives.

2. Why metrics without mission lead to burnout (and the celebration that proved it).

3. A 450-person picnic and the powerful phrase on the back of their shirts.

4. What really happens after an acquisition—and why one agency shut down after 3 years.

5. The two things every leader must prioritize: process or people.

Lesson Takeaways:

1. Culture creates momentum—and momentum drives growth.

2. “No margin, no mission”: If you can’t track it, you can’t sustain it.

3. Build scalable culture through rituals (like story-sharing, food, and gamification).

4. Delegate with structure: document what’s in your head, or you’ll stay the bottleneck.

5. Growth doesn’t happen because of metrics—it happens because people feel seen.

Timestamps:

00:00 - Welcome to Home Care Hindsight

01:30 - Introduction & John Bennett's Background

03:20 -  Addressing Death and Dying in Home Care

06:13 - How Different Companies Leverage Metrics for Impact

08:35 - Balancing Mission & Financial Savvy

10:10 - "Tell Us Your Story" Podcast Idea

13:15 - Overemphasis on Metrics & Neglecting Culture

16:39 - Quantifying Culture: Retention & Satisfaction

19:58 - Strategies for Employee Engagement

25:15 - The Importance of Caregiving

28:57 - Zingage & Caregiver Engagement Tech

29:36 - Mergers & Acquisitions Realities

35:48 - Delegation & Lessons from Acquisitions

36:30 - People vs. Processes in Business Expansion

39:46 - Documented Procedures & Scalability

42:05 - Financial Clarity & Long-Term Planning

43:30 - Adapting to Industry Shifts

43:45 - Finding Joy & Fulfillment in Leadership

44:58 - Final Thoughts & Future Outlook

Quotes:

1. “Culture created our momentum—and momentum created our growth.” — John Bennett

2. “We celebrate care. On the front of the shirt: our company. On the back? ‘We do important work.’” — John Bennett

3. “You either need great people or great processes. If you’re a control freak like me, you’d better build the latter.” — John Bennett

4. “Acquiring an agency is like buying a house—you don’t see the leaky basement until after closing.” — John Bennett

5. “Metrics won’t matter if people hate working for you.” — David Knack

Resources:

1. John Bennett on LinkedIn: https://www.linkedin.com/in/johnbennett88/

2. DLEM Holdings on LinkedIn: https://www.linkedin.com/company/dlem-holdings/

3. DLEM Holdings on Facebook: https://www.facebook.com/profile.php?id=61556161327165

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

Aaron Marcum, home care industry titan and founder of Breakaway365, reveals how his obsession with control nearly destroyed two companies—and how Martin Seligman’s positive psychology transformed him into a leader who scaled his business *while taking 8-week sabbaticals*.

In this raw conversation, Aaron dismantles toxic myths about turnover and "balance," shares why presence beats perks for loyalty, and delivers a science-backed framework for building self-multiplying teams.

In this episode, you’ll discover:

1. How Aaron almost abandoned Home Care Pulse mid-study—and the 8-month hunt for his COO that changed everything.

2. Why your best retention strategy is firing fast (and the one metric that predicts caregiver loyalty).

3. Aaron’s delegation framework that freed him for 3-hour bike rides while his company grew

4. Presence > productivity: How high-quality connections reduce turnover more than pay raises (Harvard study proof).

5. Breakaway365’s core: The "Guiding Genius" method helps leaders replace anxiety with aligned action.

Lesson Takeaways:

1. Your first hire should be an EA, not a VP (admin tasks kill visionary leaders fastest)

2. Some turnover is healthy—bad fits leaving fast create space for loyal talent

3. Alignment beats balance (70% work focus + 30% life = sustainable growth)

4. Delegate the how, own the why (your team will outperform your micromanagement)

Timestamps:

00:00 - Introduction

01:28 - Aaron Marcum Introduction 

02:35 - Breakaway365 Journey and Timeline

05:35 - Positive Psychology Approach for Home Care 

06:41 - Recommending Martin Seligman's "Flourish" and Marc Schulz's "The Good Life"

08:33 - Delaying Growth: The Mistake of Controlling Outcomes Without the Right People

10:50 - Finding the right Hand and Becoming a Master Delegator

13:05 - Guiding Genius: Using the "Four Quadrants" Framework (Eisenhower Matrix)

14:13 - Home Care Owners: Use the Replacement Ladder Method - Begin by Hiring an Executive Assistant.

17:30 -  Alignment and Balanced Living: What Makes the Difference in Facing Challenges?

22:40 - Journaling in Quiet Moments (For Aaron)

23:31 -  K.E.E.P Communication Process: Know What's Working. Envision the Way Possible. Engineer the Way Forward. Purpose-Driven Action

24:22 - The Keys to Self-Honesty: Humility and Self-Awareness

27:10 -  Gain Valuable Insights: Asking Your Team for Honest Feedback That Drives Growth

29:58 -  High-Quality Relationships: The Leader's Role in Home Care

32:01  - The Power of Office Team Partnership based on Home Care Pulse Survey

36:22 -  Uniqueness in Culture, Core Values & Guiding Truths

39:03 - The Importance of Belongingness for Home Care Professionals

39:22 -  Proper Delegation: 10-80-10 Principle. 

40:02 -  Book Recommendation: “Who Not How” by Dan Sullivan 

42:30 -  Witnessing the Impact of Transformation in a Home Care Space

44:29 -  Plug: Breakaway365 is a premier coaching program, particularly for home care entrepreneurs

Quotes:

1. "I took 8 weeks off—my team didn’t call, and revenue grew. I realized I’d been the bottleneck." — Aaron Marcum

2. "Stop tracking why people leave. Start asking why your best people stay." — Aaron Marcum

3. "Delegate outcomes, not tasks. Give the what, free the how." — Aaron Marcum

4. "Your caregivers don’t need another pizza party. They need 5 minutes of real presence." — David Knack

Resources:

1. Breakaway365 on LinkedIn: https://www.linkedin.com/company/breakaway365/

2. Aaron Marcum on LinkedIn: https://www.linkedin.com/in/aaron-marcum/

3. Breakaway365 Website: https://breakaway365.com

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

Todd Allen, CEO of AxisCare, shares how a personal caregiving experience led him into the home care technology space and the transformative mindset shift that changed his leadership approach.

In this conversation with David Knack, Todd unpacks what “play to win” means in home care, why AI needs cautious adoption, and how proactive health habits (for you and your caregivers) can transform outcomes.

In this episode, you’ll discover:

1. Why AxisCare started as an internal tool—and how it grew into a mission-critical SaaS for agencies.

2. The hidden risk of perfectionism in business and how one CEO called Todd out for playing small.

3. Medicine 3.0 and how the caregivers you manage can be agents of proactive health for seniors.

4. How niche positioning in home care isn't limiting—it’s liberating.

5. Why culture beats skills in hiring—and what soft traits Todd prioritizes.

Lesson Takeaways:

1. Lead with your chest. If you’re always playing defense, your agency’s growth will stall.

2. Caregivers can be health multipliers. Teach them biohacking basics, and you extend your clients’ healthspan.

3. Don’t DIY everything. Medicaid/VA billing is best left to experts—it’s too easy to mess up.

4. Hire for heart. A kind, empathetic team member with less experience will outperform a skilled but toxic one.

Timestamps:

01:40 - Who is Todd Allen?

02:35 - The AxisCare Timeline: A Journey from Internal Tool to National SaaS

04:30 - Contrarian Approach to AI on Leveraging Home Care Opportunities

06:45 - Passion Project: Medicine 3.0 - Proactive Approach to Health 

10:58 - Todd and David's Supplement Recommendations & Experiences

12:48 - Fun Fact about Grounding

14:10 - Mentality Shift on Playing to win versus Playing not to lose. 

15:15 - The Pitfall of Perfection: A Mistake for Talent Leaders

17:01 - The Power of Calculated Risks

18:25 -  Pivot by Listening to the Market to Expand Client Footprint

21:55 -  Find the Best Value of Services according to your niche.

27:48 - The Political Stance on Why Home Care Is a Necessity for Seniors

29:50 - Home Care Owners' Focus on User Reviews Through CSAT and NPS Insights

31:05 - Hire for Culture, Skills Follow: Why Emotional Intelligence Matters More

33:15 - Successful Home Care Owners: Driven by Core Values

35:33 - Maintaining Focus on the North Star Metric Correlates with Business Impact

36:10 - Plug: Todd recommends Cryotherapy and how it benefits your health

Quotes:

1. “I realized I was playing not to lose. Since then, I’ve been playing to win.” — Todd Allen

2. “Caregivers are an army. If we trained them on wellness, we’d radically improve senior outcomes.” — Todd Allen

3. “Hire for heart. You can train skill, but you can’t train empathy.” — Todd Allen

4. “Home care will kill you if you let it. So take ownership of your health.” — David Knack

Resources:

1. AxisCare on LinkedIn: https://www.linkedin.com/company/axiscare-software/

2. Todd Allen on LinkedIn: https://www.linkedin.com/in/todd-allen-6122806/

3. AxisCare Website: https://axiscare.com/

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

Jeremy Fuller, a digital marketing expert with 23 years of experience and founder of Grow Senior Care Marketing, shares actionable insights for home care agencies. 

In this episode, you’ll discover:

1. The ChatGPT Surprise: How a client found their agency through ChatGPT—without it being a marketing goal.

2. The $500 Mistake: Why most home care agencies waste 80% of their Google Ads budget (and how to fix it).

3. Automation Pitfalls: The dangers of over-automating caregiver recruitment and how to strike the right balance.

4. SEO Myths Debunked: Why tracking rankings isn’t SEO—and what moves the needle.

5. AI’s Double-Edged Sword: How AI changes search behavior and the risks of unvetted AI-generated content.

Lesson Takeaways:

1. Stop Choking Ad Spend: A $500/month Google Ads budget is often too small to be effective—either go bigger or pause entirely.

2. Humanize Automation: Use tech to streamline processes (like caregiver nurturing), but keep critical touchpoints personal.

3. Reviews Matter: Agencies with 100+ Google reviews dominate local search—aim higher than the industry average of 40.

4. AI Proof Your Content: Always review AI-generated material for compliance risks (e.g., "fall prevention" vs. "fall assistance").

Timestamps:

00:00 - Introduction

01:20 - Guest Introduction

01:23 - The unexpected ChatGPT client discovery story

02:47 - AHA! Moments, Learnings and Opportunities from Checking Business Processes in Home Care Agencies

03:17 - Jeremy’s partnership to launch a home care agency in Tulsa

03:45 - Compliance challenges and automation opportunities in home care

05:00 - The problem with sending caregivers back to Indeed

06:55 - Jeremy’s unique approach: Offering prayer during marketing audits

07:45 - The big mistake: Over-automating caregiver communication

09:10 - How to automate wisely (without losing the human touch)

11:06 - The most underrated SEO tactic: Google reviews

12:12 - What SEO actually is (and isn’t)

14:27 - Mistakes Home Care Makes: Choking Google Ads Spend

16:43 - Why small Google Ads budgets fail—and how to optimize keywords

18:17 - Jeremy’s recent SEO breakthrough (the "quarter pickup" strategy)

20:00 - AI’s impact: ChatGPT as a search alternative and compliance risks

23:22 - The danger of AI "slop" and how to avoid it

Quotes

1. "80% of Google Ad budgets are wasted on the wrong places. If you’re spending $500/month, you might as well not run ads at all."  — Jeremy

2. "SEO isn’t tracking rankings—it’s taking actions to send Google the right signals. Reviews are part of that, but not the whole story." — Jeremy

3. "AI is like the early days of Google. It’s not replacing search yet, but it’s starting to uptick—and home care needs to pay attention." — Jeremy

Resources:

1. Grow Senior Care Marketing: https://growseniorcaremarketing.com/

2. Jeremy Fuller on LinkedIn: https://www.linkedin.com/in/jeremy-fuller-marketing/

3. Ultimate Home Care Marketing Session: https://growseniorcaremarketing.com/grow-my-agency/

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

Krystal Wilkinson, owner of a 4-location home care agency in Arizona, shares hard-won lessons from 13 years in the trenches.

In this episode, you’ll discover:

1. The $250,000 Mistake: How holding onto toxic employees cost her top performers (and how to spot the red flags earlier)

2. The "Golf Cart Law" Effect: How advocating for seniors’ safety became a unexpected business growth lever

3. Caregiver Shout-Outs That Stick: The Wednesday ritual that boosted retention (including a 17-year employee)

4. From Theater Major to Home Care CEO: Why her Broadway background makes her a better leader

Lesson Takeaways:

1. Fire Fast, Hire Slow: Bad hires drain culture faster than they drain revenue

2. Core Values as a Filter: Her 3 non-negotiables for hiring (and how to test for them in interviews)

3. Appreciation ≠ Pizza Parties: Why automated birthday videos outperform one-time bonuses

4. The McDonald’s Rule: Why process consistency beats “winging it” when scaling

Timestamps:

00:00 - Seeing caregivers as people, not commodities

01:15 - Introduction to the episode and guest, Krystal Wilkinson

02:30 - Krystal’s background and journey from outreach work to home care

03:00 - Her husband's cancer diagnosis and impact on their lives

04:30 - How her husband's illness led to her joining the family home care business

06:10 - Transitioning from part-time helper to full-time home care owner

08:00 - Learning the business and the importance of trusting your team

09:45 - Building systems to empower team members

11:30 - The challenge of scaling while maintaining company culture

13:15 - How caregiver appreciation impacts retention

15:00 - Krystal’s philosophy: "People over profits"

16:45 - Advice for owners on stepping back and developing leaders

18:30 - Mistakes made and lessons learned about over-functioning

20:00 - The value of outside mentorship and fresh eyes

22:15 - How caregiver feedback shaped operational improvements

24:00 - A unique office culture that feels like family

26:00 - Final takeaways: respect caregivers, build systems, stay human

Quotes

1. "I don't think we appreciate Caregivers enough. And so, I often see that as being kind of the place that we kind of fail sometimes. As home care owners, we just forget to see them as people."  — Krystal

2. "When you make a bad hire, fire fast and don't hang on to 'em." — Krystal

Resources:

1. Adultcare Assistance: https://adultcareassistance.com/

2. Krystal Wilkinson on LinkedIn: https://www.linkedin.com/in/krystal-wilkinson-72795b50/

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. Watch Episode on Zingage’s YouTube: https://www.youtube.com/@Zingage

Christina Chartrand, SVP of Training at Senior Helpers, reveals why companionship is the unspoken "glue" of home care—even if no one pays for it directly. In this episode, she shares:

1. The sugarcoating mistake that backfired with new franchisees (and how brutal honesty builds better owners)

2. Why puppetry skills translate to dementia care (plus her past life as a professional puppeteer)

3. The 3-year rollercoaster rule—why early chaos is normal (and when it stabilizes)

4. Age-Friendly Care certification—how Senior Helpers is redefining senior independence

Lesson Takeaways:

1. Companionship > Tasks: Clients remember Dollar Store trips more than shower assistance.

2. Train ugly truths: Franchisees need reality checks about 3 AM caregiver calls upfront.

3. Delegate or stagnate: Micromanaging owners cap their growth at 20 clients.

4. "What matters most?" Age-Friendly Care flips the script from deficits to purpose.

Timestamps:

00:00 - The companionship paradox ("Nobody pays for $35/hr chats")

02:15 - From kindergarten teacher to puppeteer to senior care leader

05:30 - The franchise training fail: Glossing over the 3 AM emergencies

09:45 - Why the first 3 years feel like "Pong" (client/caregiver whiplash)

13:20 - Fixing cynicism: Scream in your car, then lead with positivity

17:00 - The industry’s image problem ("Stop depicting seniors as helpless")

21:30 - Life Profile: Predicting hospitalizations with 20 years of data

25:10 - Center of Excellence hack: Training in clutter-filled "apartments"

29:45 - Age-Friendly Care certification explained ("Medications + what matters")

33:20 - Plug: Senior Helpers’ risk-assessment apartments (floral couch included)

Quotes

1. "Nobody pays $35/hour for companionship—but it’s the glue of the relationship." — Christina

2. "If you’re the last to know a client’s moving to assisted living, shame on you." — Christina

3. "Delegate like your business depends on it (because it does)." — Christina

Resources:

1. Senior Helpers: https://www.seniorhelpers.com

2. Age-Friendly Health Systems: https://www.ihi.org/agefriendly

3. Connect with Christina Chartrand on LinkedIn: https://www.linkedin.com/in/christina-chartrand-07b3587/

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

John Lariccia, CEO of Welcome Home Software, almost derailed his company by chasing growth at all costs—until he hit the brakes. In this episode, he shares:

1. The moment he stopped sales to fix client experience (and why it saved his company)

2. How to dress for referral success (why clinicians need a different pitch than clergy)

3. The "redline" warning sign every home care owner misses before burnout

4. Why his 1956 MG hobby mirrors his business philosophy

Lesson Takeaways:

1. Growth ≠ success. Adding clients too fast can degrade service quality and team morale.

2. Referrals require role-play. Match your attire and messaging to your audience (clinicians vs. families).

3. Your North Star: "Be the only agency your client’s family ever needs."

4. Complexity kills small businesses. Focus beats flexibility in home care.

Timestamps:

00:00 - Introduction

02:30 - From attorney to home care tech founder

05:45 - The "stop selling" order that saved the company

09:10 - Why home care CRMs failed before Welcome Home

12:50 - Dressing like a clinician (and other referral hacks)

16:20 - The 1956 MG electrification project (and business parallels)

20:00 - "We’re not just chasing a bag" – Mission vs. money

23:45 - The #1 mistake: Taking every client "to pay the bills"

27:30 - How specificity wins referrals ("Mrs. Jones with hip surgery")

31:00 - Office move milestone: Scaling with culture intact

Quotes

1. "I told my sales team: ‘Stop. Tell people no.’ And that decision rebuilt our culture." — John

2. "If you’d sell it to your neighbor, sell it to a stranger. If not, why are you doing it?" — John

3. "Complexity is the sand in the engine of small businesses." — John

Resources:

1. Welcome Home Software: https://www.welcomehomesoftware.com/

2. John Lariccia on LinkedIn: https://www.linkedin.com/in/john-lariccia-0700121/

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. Watch Episode on Zingage’s YouTube: https://www.youtube.com/@Zingage

Andrew Dubler thought he'd solved his agency's dementia care problem with a $5,000 training program—until Gary Skole showed him why it was failing. In this raw conversation, they reveal:

• The shocking gap in most dementia training (and why caregivers forget 80% of it)
• How a 90-second video fixed an overnight staffing crisis
• The "dementia coach" role that slashed turnover
• Andrew's wake-up call when his blood pressure spiked at a county fair

Lesson Takeaways:

1. Long trainings = wasted money. TED-style micro-lessons outperform 4-hour lectures.
2. Dementia care is your hidden profit center. Specializing lets you charge 20-30% more.
3. Caregivers need wins fast. A 7-minute video can save a shift (and a client relationship).
4. Burnout starts at the top. Andrew's meditation habit now saves him 10 stressful hours/week.

Timestamps:

00:00 - Introduction

03:15 - The DVD that exposed home care's dementia knowledge gap

06:40 - Live example: How a 1:47 video stopped a client's aggression

09:22 - Why dementia skills work for ALL high-needs clients

12:10 - The 76-hour/week caregiver retention secret

15:30 - Bringing an Atlantic City pianist back to life

18:45 - "Our referral source fired us over a shopping addiction."

22:00 - How merging agencies created Alls Better

25:15 - Andrew's blood pressure wake-up call at the fair

Quotes

1. "Doctors don't know dementia. Managed care doesn't know dementia. Most agencies? Clueless." — Gary
2. "That 90-second video paid for a kid's class trip." — Andrew
3. "If your training doesn't work by 3PM on referral day, you're gambling." — David

Resources:

AlzBetter: https://alzbetter.com/

AlzBetter on LinkedIn: https://www.linkedin.com/company/alzbetter/

Connect with Gary Skole on LinkedIn: https://www.linkedin.com/in/gary-skole-a01a247/

Connect with Andrew Dubler on LinkedIn: https://www.linkedin.com/in/andrew-dubler-484093143/

Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/

Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/

Powered by Zingage: https://zingage.com/

Watch Episode on Zingage’s YouTube: https://www.youtube.com/@Zingage

In this episode of Home Care Hindsight, host David Knack sits down with Welton Hong, CEO of Ring Ring Marketing and Senior Care Marketing Max, to tackle two critical pain points home care owners face:

1. Your online reputation is costing you clients—even if your care is exceptional.

2. You’re drowning in tasks because you refuse to delegate (and it’s hurting your growth).

Welton shares hard-hitting insights on why families Google you before calling, how to respond to negative reviews (without sounding defensive), and why hiring an assistant was the game-changer that saved his sanity.

Plus, we go live with ChatGPT to craft the perfect email sequence for nurturing leads—and expose the pitfalls of lazy AI use.

Lesson Takeaways:

1. Caregiver burnout is real and needs more attention. Supporting both caregivers and clients is essential for resolving conflicts and maintaining quality care.

2. Honor the systems that work. Avoid reinventing the wheel when taking over an established business—build on what’s already successful.

3. Customer service is a two-way street. It’s not just about pleasing clients; it’s about balancing their needs with the well-being of your caregivers.

4. Invest in your team. From onboarding to celebrations, showing appreciation for caregivers fosters loyalty and trust.

5. Done is better than perfect. Letting go of perfectionism and micromanaging empowers your team and frees you to focus on growth.

Timestamps:

00:00 - Introduction

01:02 – Why families Google you before calling—even with a referral.

03:13 – The minimum reviews you need to compete (hint: 2x your competitors).

06:40 – Welton’s delegation wake-up call: "I was working 60 hours and still the bottleneck."

09:00 – How an executive assistant (Audrey) freed him to focus on growth.

11:11 – Live ChatGPT demo: We generate—then trash—a generic lead-nurturing email.

14:02 – Fixing AI slop: Rewrite emails to lead with pain, not fluff.

17:05 – The 3-step process to respond to negative reviews (without losing your cool).

22:25 – Why 92% of leads need nurturing (and how to automate it).

26:00 – Worst phone call mistake: Answering "How much?" without building trust.

30:10 – Free resource: Welton’s Home Care Marketing 2.0 book (link under ‘Resources’).

Quotes

1. Welton Hong: "Your online reputation isn’t just Google reviews—it’s Yelp, Facebook, even spam sites. Families check them ALL."

2. Welton Hong: "Hiring an assistant felt selfish… until I realized I was paying 10/hour to regain 500/hour of my time."

3. Welton Hong: "ChatGPT won’t write your emails for you. It’s a bad intern—edit like your business depends on it."

4. David Knack: "If you’re the only one who can book travel, you’re not a CEO—you’re a secretary with a fancy title."

Resources:

Home Care Marketing 2.0" by Welton Hong – Get the free book at: https://www.seniorcaremarketingmax.com/learning-center/

Senior Care Marketing Max on LinkedIn: https://www.linkedin.com/company/senior-care-marketing-max/

Connect with Welton Hong on LinkedIn: https://www.linkedin.com/in/welton-hong/

Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/

Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/

Powered by Zingage: https://zingage.com/

Watch Episode on Zingage’s YouTube: https://www.youtube.com/@Zingage