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

Chris Trempe, President and Chief Learning Officer of SwyftOps, joins host David Knack to discuss his journey from being the first employee of SwyftOps to leading a thriving company in the home care industry. Chris shares valuable lessons from his leadership experiences, including his biggest mistakes, such as assuming universal passion among team members, and how he learned to connect with people by understanding their "why."

Chris emphasizes the importance of clear communication, accountability, and leveraging technology to optimize home care agency operations. From ensuring 24/7 support to integrating automation, Chris explains how SwyftOps empowers agencies to streamline processes, enhance caregiver engagement, and achieve sustainable growth. Whether you're an industry veteran or a new agency owner, this episode provides actionable insights on leadership, business development, and achieving operational excellence.

Lesson Takeaways:

1. Effective leadership requires understanding and addressing individual team members' motivations and "why."

2. Transparency and consistent communication are essential for aligning goals and fostering accountability.

3. Recognize and reward high-performing team members to maintain morale and prevent burnout.

4. Leveraging technology and automation can save time, reduce costs, and optimize operations in home care agencies.

5. Partnering with reliable vendors who provide robust support can be a game-changer for agency success.

Timestamps:

[00:00:00] Chris Trempe's journey from SwyftOps' first employee to President and CLO. [00:02:00] SwyftOps' commitment to 24/7 customer support as a key differentiator. [00:04:00] Chris's childhood fear of drowning and its surprising connection to his personal growth. [00:07:00] Lessons from Chris's biggest leadership mistake: assuming universal passion among team members. [00:12:00] Advice for home care owners on caregiver engagement and leveraging technology. [00:16:00] Building peer mentorship programs to enhance caregiver retention. [00:18:00] The underrated value of 24/7 support in vendor selection. [00:23:00] Common automation mistakes by home care agencies and their operational costs. [00:27:00] Chris's proudest accomplishment: growing SwyftOps into a thriving company with a strong culture. [00:31:00] Helping underdog home care agencies achieve growth, retention, and conversion success.

Quotes

• Chris Trempe: "Transparency and communication are what connect leaders with their teams and drive success."
• Chris Trempe: "You don't want a vase with holes in it—you have to balance new client growth with retention to succeed in home care."
• David Knack: "Recognition is key—when team members feel seen and valued, they work harder and build a stronger organization."

Resources:

1. SwyftOps Website
2. Schedule a consultation or demo with SwyftOps
3. Contact SwyftOps directly at [email protected]
4. Connect with Chris Trempe on LinkedIn
5. Connect with David Knack on LinkedIn
6. Connect with Zingage on LinkedIn
7. Powered by Zingage
8. Subscribe on Zingage's YouTube

Lance A. Slatton, senior case manager, influencer, and the mind behind "All Home Care Matters," joins David Knack to discuss his journey from aspiring medical professional to building Michigan's top-rated home care provider. Lance shares how personal caregiving experiences led him to start his own home care agency and podcast, creating a platform to educate and empower families navigating care challenges.

In this episode, Lance dives into lessons learned from his biggest mistakes, the importance of honesty and trust in building strong caregiver relationships, and how tailored appreciation efforts can cultivate loyalty and retention in a competitive industry. His stories highlight the profound impact of home care on families and how this underappreciated field is shaping healthcare.

Lesson Takeaways:

1. Building trust and loyalty starts with genuine appreciation and treating caregivers as integral members of the team.

2. Educate communities on the full spectrum of home care services to overcome misconceptions.

3. Mistakes, such as misplaced trust, are opportunities for growth if lessons are applied.

4. Personalized recognition and tailored gestures of gratitude go a long way in fostering long-term caregiver satisfaction.

5. Home care plays an essential yet often under-recognized role in the healthcare ecosystem.

Timestamps:

[00:00:00] Lance A. Slatton's introduction and journey into home care. [00:02:00] Launching "All Home Care Matters" as a platform for education and support. [00:05:00] Advice for home care owners considering podcasts or public visibility. [00:10:00] The personal caregiving story that inspired Lance's home care agency. [00:12:00] Learning from the mistake of misplaced trust in early hiring practices. [00:15:00] Cultivating caregiver trust through honesty and mutual respect. [00:20:00] Why home care is undervalued and its critical role in healthcare. [00:26:00] A memorable story of helping a family bring their mother home. [00:31:00] Avoiding common mistakes in caregiver scheduling and retention. [00:36:00] Celebrating success as Michigan's number-one home care provider. [00:31:00] Helping underdog home care agencies achieve growth, retention, and conversion success.

Quotes

• Lance A. Slatton: "Honesty is the foundation of trust. Once it's lost, it's almost impossible to regain."
• Lance A. Slatton: "Home care is not just about cooking meals or cleaning homes—it's about saving lives, preventing crises, and being part of a family's story."
• David Knack: "Calling out mistrust and starting fresh with caregivers builds mutual respect and eliminates baggage."

Resources:

1. Visit All Home Care Matters
2. Explore the All Home Care Matters YouTube channel
3. Connect with Lance A. Slatton 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