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. Quotes: Gabrielle Pumpian: "Every time you're in there, you have to ask for the business. Don't be scared. Don't be intimidated."  Gabrielle Pumpian: "It’s not about being vulnerable in a room of other home care owners. It’s about being vulnerable within yourself to really look inward. Gabrielle Pumpian: "You got to be you, and you're not going to be able to build a long-lasting, fruitful relationship with anyone if you're pretending to be someone that you're not." Resources: Learn more about entrethrive Connect with Gabrielle Pumpian on LinkedIn Explore Entrethrive’s Breakaway Program Connect with David Knack on LinkedIn Connect with Zingage on LinkedIn Powered by Zingage Subscribe on Zingage’s YouTube

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: Define your vision with a clear, forward-looking plan for both business and lifestyle to set meaningful goals. Prioritize retention over recruitment by focusing on retaining top caregivers, which builds continuity for clients and caregiver satisfaction, creating long-term growth. Work on the business, not in it by delegating effectively and developing a team that allows for strategic oversight rather than daily operational tasks. Invest in high-quality hires, as recruiting carefully for cultural fit and skill can significantly reduce turnover and improve team stability. 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. Quotes Stephen Tweed: "If we really want to grow a business, then we need to focus on the whole process of recruiting, selection, onboarding, training, retention…it starts with high-quality applicants." Stephen Tweed: "What gets measured gets managed, what gets rewarded gets repeated." Stephen Tweed: “A number of members have made a conscious decision... We're going to put our caregivers first. And you say that to most business people and they say, no, no, the customer is always first. But we’re saying in this case, no, because if we can get high quality caregivers and keep them, we can get clients.” Resources: Home Care CEO Forum Home Care CEO LinkedIn Community Stephen Tweed on LinkedIn Leading Home Care Connect with David Knack on LinkedIn Powered by Zingage Connect with Stephen Tweed on LinkedIn Recommended Reading: Conquering the Crisis by Stephen Tweed Latest Ebook: Six Secrets to Selling Home Care to Your Ideal Client

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: Website maintenance is essential to keeping your site secure; update plugins and design themes regularly. Maintain backup copies of your website on a different server than your web host to avoid major issues if the host is compromised. Home care agencies need to rethink branding, moving away from overused symbols like hearts and angel wings. Strong inquiry call handling is key to converting marketing efforts into clients. Agencies must monitor how calls are handled to avoid missed opportunities. AI is a starting point, not the complete solution; tools like Perplexity AI can be used to improve operations, but they’re evolving quickly. 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 Quotes: Marissa Snook: “Your server is only as secure as the weakest website on that server.” David Knack: “Delegation is hard for leaders, but it's essential for long-term success and growth.” Resources: CoreCubed Website Follow Marissa on LinkedIn Connect with David Knack on LinkedIn Fisher Price Video: What Logins Do I Need to Manage My Website? Ava Ava on LinkedIn

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: Care management can reduce stress for families, providing expert guidance for navigating complex health systems. Define an ideal client profile to focus on core strengths and build a sustainable business. Strong communication and clear processes within the company improve both employee retention and client satisfaction. Ongoing training is essential for home care employees, especially as the industry shifts towards managing more complex health conditions at home. Delegation and trust in your team are key to growing a business successfully. 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. Quotes: Casey Rausin: “Care management allows families to be just that – families, while professionals handle the complex healthcare decisions.” David Knack: “Delegation is hard for leaders, but it's essential for long-term success and growth.” Resources: Learn more about Care on the Block Follow Casey Rausin on LinkedIn Aging Life Care Association Follow Home Care Hindsight on YouTube and other social media platforms. Connect with David Knack on LinkedIn Ava Ava on LinkedIn

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: Focus on private pay for cash flow stability. Automate billing and streamline financial operations. Learn from your data to make smart business decisions. Diversify client types but stay true to your ideal client profile. Stay intentional with your goals and challenge your business to grow. 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. Quotes: Justin Currie: “Success came out of necessity when we couldn’t get funding.” Justin Currie: “Automating billing for private pay clients was a game changer for us.” David Knack: “It's amazing how data can streamline operations and keep you growing.” Resources: Learn more about Thema Home Care Exclusive for our listeners! Special Offer of VIP Private Pay Strategies. Email Justin at [email protected]. Follow Justin Currie on LinkedIn. Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

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: Always do your homework before meeting potential clients. Understand their pain points and tailor your approach to address them. Don’t be afraid to seek guidance when you’re out of your depth. Asking for help is a sign of strength, not weakness. Take the time to get to know your clients and referral partners on a personal level. Taking time to top off the basic tasks of care, like adding enrichment activities, can greatly enhance client satisfaction. 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. Quotes Adam Corcoran: "I was up there, sweating through questions I didn’t have answers to. That day, I learned the hard way that you can’t wing it in this business." Adam Corcoran: "People don’t care what you do; they care what problem you can solve for them." David Knack: "Trust takes time to build, but it’s the most critical factor in any successful home care relationship." Resources: Learn more about Elevation Marketing Follow Adam Corcoran on LinkedIn Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

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: Always dig deeper when hiring, even for trusted individuals. Check references thoroughly and pay attention to red flags. Foster a culture where people come first, and the results will follow. Don’t just check in with your team—truly check on them and understand how they’re feeling about the work environment. Engaging with both positive and negative reviews can humanize your business and showcase your commitment to improvement. If you want to sell your business in the future, start planning years or even decades in advance. 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 Quotes Becky Reel: "I ignored so many red flags because I trusted her. But hiring someone you know personally isn’t always the right move for your business." Becky Reel: "It's important to humanize what we’re doing. Caregivers are people, and they need to feel supported beyond just their schedules." David Knack: "At the end of the day, home care is a people business. If you’re not connecting with your team, it’s going to hurt in the long run." Resources: Connect with Becky Reel on LinkedIn Learn more about Reel Home Care Consulting Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

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: Evaluate where your time goes and make sure it's propelling your business forward without sacrificing personal relationships. Focusing on fewer but deeper relationships with referral sources is key to success. Proper training for marketers on CRMs and tools is vital for successful adoption. Balance healthcare sources with legal and financial advisors to ensure long-term stability. Understand how early experiences can shape your professional approach, and work to overcome them. 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. Quotes Sarah Barker: "You cannot get time back. The only thing you can do is decide how you're going to use your time." Sarah Barker: "Not everybody has to be your cup of tea. The quicker you learn that, the less demoralized you'll be in your efforts." David Knack: "We don’t need to work with people who don’t respect us—it’s easy to not work with assholes." Sarah Barker: "Your referral portfolio should have both healthcare and financial advisors. It’s about building depth in relationships, not just volume." Resources: Connect with Sarah Barker on LinkedIn Learn more about Senior Care Sales Solutions Connect Our Elders Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

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: Own Your P&L: See it as a story, not just numbers, and learn to manage labor and overhead for profitability. Proactive vs. Reactive: Shift your mindset from reacting to problems to anticipating and preventing them. Focus on First Billable Shift: The most crucial metric for staffing success is getting new hires to their first billable shift quickly. Overtime Costs: Controlling overtime and reducing unnecessary labor costs can have a massive impact on profitability. 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 Quotes Matt Ericksen: "Your P&L is your truth teller at the end of the day. It’s not just about numbers—it tells the story of your business." Matt Ericksen: "Focus on the things that drive real change—managing labor costs and being proactive, not reactive." Matt Ericksen: "Make sure your new hires are working within 48 hours of hire, or you risk losing them to turnover." David Knack: "When you shift from reacting to problems to anticipating them, that's when real growth happens." Resources: Connect with Matt Ericksen on LinkedIn Learn more about Griswold Home Care Home Care Pulse 15th Anniversary Benchmark Study Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

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: When mistakes happen, own them, apologize, and work to make things right rather than focusing on defending your actions. Stick to your systems and execute consistently, even when challenges arise. This is essential for long-term success. Look for leadership potential in your caregivers. With the right mentorship, they can become powerful contributors to your business. Base your decisions on hard data, not emotional reactions, to ensure sustainable growth and success. 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 Quotes Emily Isbell: "It’s not about being right; it’s about making right. That’s how you build trust in this industry." David Knack: "An urgent problem in home care is also an important one, which makes it crucial to respond with emotional maturity." Emily Isbell: "I would not be here today if someone hadn’t believed in promoting caregivers from within." Emily Isbell: "Data over dopamine—that’s how we keep the business growing without being reactive to every little challenge." Resources Emily Isbell on LinkedIn Emily's Book: The 24/7 Solution: Proven Strategies for Home Care Business Leaders EI and Company: Consulting firm specializing in home care operations and growth strategies EI and Company on LinkedIn Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube

In this episode of Home Care Hindsight, host David Knack interviews Rachel Gartner, founder and CEO of Carework. They discuss Rachel's life in rural South Georgia as an Army wife and mother, her passion for hiring military spouses, and the unique challenges in the home care recruitment industry. Rachel shares insights on building effective systems for employee recognition, managing rapid company growth, and the importance of maintaining a caregiver-first mindset. They explore the difficulties of balancing recruitment intentions with execution and the significance of analyzing recruitment metrics. The episode concludes with Rachel's thoughts on overrated and underrated recruitment strategies, the benefits of a strong referral program, and simplifying the hiring process. Lesson Takeaways:  Scaling employee recognition requires both intention and properly built systems to ensure no one falls through the cracks. Having a defined and consistent recruiting process is more effective than constantly chasing flashy new recruiting strategies. Owners and leaders need to be mindful of their language and attitudes about caregivers, as it sets the tone for the entire organization. Referral programs are a highly effective yet often underutilized source of quality candidates and should be funded appropriately based on cost-per-hire metrics. Timestamps: [00:01:03] Introduction to Rachel Gartner’s mission as a military spouse through Carework [00:07:21] A lesson from Rachel’s dad and her big mistake realized after reading employee feedback [00:14:00] Discussing how Rachel built a system to acknowledge every caregiver’s hard work and spotting company problems through surveys [00:23:00] Overrated vs. Underrated: Rachel’s take about how to improve recruiting strategies [00:29:08] How complaining about caregivers influence a whole team and Carework’s newest case study [00:35:13] Home Care Hot Take: Rachel’s valuable knowledge about hiring caregiver candidates Quotes Rachel Gartner: " When I do fail or make a big mistake, I go, well, you know what? At least I know I'm trying really hard." David Knack: "Our best caregivers never get to hear from us because we know we can rely on them and they're out of sight, out of mind. " Rachel Gartner: " I will challenge people on bad practices. But there's so much doom and gloom out there that actually is really not helpful for agencies that want to grow. That I try to be very clear of like, it is possible and it can work and it can be really fun and rewarding." Resources: Carework on LinkedIn Sign in to Carework Case Study about a 25% Cut of Caregiver Turnover Ava Ava on LinkedIn Connect with David Knack on LinkedIn Subscribe to Ava on YouTube