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