Home Care Hindsight

JM and Michelle Simmonds join David Knack alongside Alex Veach of Agenda Health for a behind-the-scenes look at the journey from startup founders to successful sellers—and what came next after the deal closed. What began as a small home care agency eventually grew into Clear Path Home Care, a multi-location operation serving rural communities across Texas and Colorado. Rather than chasing large metropolitan markets, the Simmonds built their reputation by going where others wouldn't—bringing care to underserved communities, creating jobs in rural areas, and becoming a trusted provider for veterans through their VA partnerships. The conversation explores the realities of building a home care business without a roadmap, the challenges of scaling across multiple markets, and the operational decisions that ultimately made Clear Path an attractive acquisition target. JM and Michelle share how they transitioned from owner-operators into executive leaders, why they initially had no plans to sell, and how a routine valuation unexpectedly opened the door to a life-changing opportunity. Alex Veach provides the advisor's perspective on what buyers are looking for in today's market, why some agencies command premium valuations, and the common mistakes owners make when preparing for an eventual exit. Together, they unpack the importance of leadership development, operational independence, payer diversification, and long-term strategic thinking. Whether you're just starting your agency or already thinking about succession planning, this episode offers practical lessons on building a business that creates impact, generates value, and provides options for the future. Lesson Takeaways: 1. Build a Business Worth Owning Before Building One Worth Selling: Strong operations and culture create long-term value. 2. Underserved Markets Often Hold the Biggest Opportunities: Success doesn't always come from chasing the largest cities. 3. Community Relationships Drive Sustainable Growth: Local trust can become a powerful competitive advantage. 4. Owners Must Eventually Work On the Business, Not Just In It: Leadership teams create scalability and enterprise value. 5. Valuations Are Strategic Planning Tools: Understanding your agency's value can help guide future decisions and opportunities. 6. Revenue Concentration Creates Risk: Even successful payer relationships should be balanced with diversification. 7. Exit Readiness Starts Years Before a Sale: The best outcomes come from consistent preparation rather than last-minute planning. 8. Great Agencies Attract Great Buyers: Businesses built on strong fundamentals tend to create more opportunities when they go to market. Timestamps: 00:00 — Welcome to Home Care Hindsight Podcast powered by Zingage 01:32 — Meet JM Simmonds, Michelle Simmonds, and Alex Veach 04:06 — The founding story behind Clear Path Home Care 05:49 — Building a business before home care resources were widely available 06:15 — Moving operations from Austin to rural Texas 08:06 — Discovering unmet demand in underserved communities 09:14 — Reinvesting profits to fuel growth 09:36 — Expanding into new markets across Texas 10:32 — Michelle's transition from nursing to marketing leadership 11:52 — Growing as a private-pay agency 12:27 — The breakthrough opportunity with VA contracts 13:17 — Becoming the provider willing to serve overlooked markets 14:18 — How estate planning led to a professional valuation 15:17 — The conversation that sparked thoughts of an exit 16:00 — Evaluating opportunities beyond Clear Path 17:38 — Alex Veach's journey into healthcare M&A 19:31 — Why Agenda Health works with owners long before they sell 20:33 — What made Clear Path stand out in the market 21:42 — Building an agency that buyers wanted 22:03 — Lessons learned from creating a valuable business Quotes: Michelle Simmonds: "Do you want to make money or do you want to make a difference?" Michelle Simmonds: "I think we're going to have to make a difference before we make money." JM Simmonds: "You have to find someone in that market that has ties to that community." JM Simmonds: "A lot of business owners either don't have a plan beyond the sale, or they haven't built the business correctly to get there." Alex Veach: "Great agencies sell themselves." Resources: 1. Riverside Home Care — https://rivhc.com/ 2. Clear Path Home Care — https://clearpathhomecare.com/ 3. Connect with JM Simmonds on LinkedIn — https://www.linkedin.com/in/jm-simmonds-821430165/ 4. Connect with Michelle Simmonds on LinkedIn — https://www.linkedin.com/in/michele-simmonds-02a3811a7/ 5. Connect with Alex Veach on LinkedIn — https://www.linkedin.com/in/alex-veach/ 6. Agenda Health — https://agendahealth.com/ 7. (Mentioned) Brown & Fortunato 8. (Mentioned) Leading Home Care (Stephen Tweed) 9. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 10. Powered by Zingage: https://zingage.com 11. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Lisa Hall, owner of Griswold Home Care, joins host David Knack to share how she scaled her home care agency from under 1,000 weekly hours to more than 2,000 hours while avoiding staff burnout. With a background in engineering and automotive quality systems, Lisa explains how operational discipline, SOPs, and AI-powered scheduling transformed her agency's growth trajectory. She shares the story of landing a major CCRC partnership after simply helping someone with a "pet project," and how that relationship ultimately doubled her business. Lisa also breaks down the operational chaos of traditional on-call systems and how implementing AI scheduling and call management allowed her team to reclaim evenings, weekends, and holidays without sacrificing quality of care. Lesson Takeaways: 1. Relationships Create Unexpected Growth: Helping others without expecting immediate returns can lead to major business opportunities later. 2. SOPs Make AI Powerful: AI only works effectively when clear procedures and escalation rules are already in place. 3. Operational Freedom Matters: Eliminating repetitive after-hours interruptions reduced burnout and allowed Lisa's team to scale without hiring additional schedulers. 4. AI Should Remove Friction, Not Humanity: AI handled repetitive coordination while human staff stayed focused on emotionally important situations. 5. Don't Buy Everything at Conferences: Early-stage operators often overbuy software and tools before fully understanding operational needs. 6. Vet Vendors Carefully: Talk to real operators already using a product before committing to new technology. 7. Scale Requires Systems, Not Heroics: Growth became manageable because processes, dashboards, and automation reduced "all hands on deck" emergencies. Timestamps: 00:00 — Lisa realizes AI handled the entire evening without a single phone call 01:31 — Introduction to Lisa Hall and Griswold Home Care 02:01 — Lisa's engineering and automotive background working with Tesla 03:19 — From struggling below 1,000 hours to explosive growth 04:39 — How a CCRC partnership unexpectedly transformed the business 05:46 — Employee appreciation and caregiver retention success stories 07:15 — Transitioning from traditional answering services to AI operations 09:06 — How the AI scheduling system works overnight and on weekends 10:17 — The two-day trial that convinced Lisa's entire team 12:43 — Managing hospitalizations and caregiver coordination with AI 15:49 — Handling complex hospital shift changes without human intervention 18:32 — Riley resolves caregiver call-offs before management even notices 20:22 — Lisa's biggest business mistake: buying everything at conferences 21:27 — How Lisa now evaluates vendors and adopts new technology Quotes: Lisa Hall: "By day two, we were like, 'How fast can we turn this on completely?'" Lisa Hall: "It was literally night and day because we were not getting all those repetitive questions anymore." Lisa Hall: "Riley handled everything. It was just fabulous." David Knack: "Riley filled that call-out before we knew it happened." Lisa Hall: "You can't implement everything at once." Resources: 1. Connect with Lisa Hall on LinkedIn: ​​https://www.linkedin.com/in/lisa-hall-5507a728/ 2. Learn more about Griswold Home Care: https://www.griswoldhomecare.com/ 3. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 4. Powered by Zingage: https://zingage.com 5. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Tiffany Dutcher joins host David Knack to unpack the leadership blind spots that quietly drive burnout in home care. After spending 15 years in the industry as an agency owner, franchise business coach, and now author, Tiffany shares the core lesson behind her new book, The Unfiltered Truth About Home Care: most owners are trying to scale businesses without first understanding themselves. The conversation explores Tiffany's framework of four home care owner types — Drivers, Methodicals, Humanitarians, and Connectors — and how each personality type experiences burnout differently. Tiffany explains why some owners unintentionally burn through teams, why others freeze growth through perfectionism, and why many agencies struggle because leaders keep hiring people exactly like themselves. Tiffany also discusses the dangers of "one-size-fits-all" coaching in home care, why copying another owner's playbook often backfires, and how intentionally building teams that complement your weaknesses can create healthier, more sustainable businesses. Lesson Takeaways: 1. Self-Awareness Is a Leadership Skill: Many home care owners focus on fixing operations without understanding their own tendencies first. Your leadership wiring impacts how you hire, communicate, scale, and burn out. 2. Burnout Looks Different for Every Owner Type: Drivers burn out through constant turnover and unrealistic pace. Methodicals burn out through perfectionism and indecision. Humanitarians burn out through over-giving. Connectors burn out by avoiding hard conversations and keeping the wrong people in the wrong roles. 3. Stop Hiring People Exactly Like You: Strong teams are intentionally designed with complementary strengths. Drivers need brakes. Methodicals need gas. Humanitarians need accountability. Connectors need structure and compliance support. 4. One-Size-Fits-All Playbooks Don't Work: Two owners can attend the same conference and leave with completely different results because execution depends on personality, leadership style, and team dynamics. 5. Structure Allows You to Help More People: Humanitarian leaders often resist systems because they fear losing the personal touch. But without infrastructure, growth stalls — and fewer families ultimately receive care. 6. Resumes Don't Tell the Whole Story: Hiring should focus on the deliverables of the role and the type of person wired to succeed in it, not just experience listed on paper. Timestamps: 00:00 — The emotional reality of burnout in home care 01:01 — Introducing Tiffany Dutcher and her new book 02:05 — Tiffany's unconventional path into home care 03:49 — Tiffany's biggest mistake as a leader 04:50 — The employee conversation that changed Tiffany's perspective 05:27 — Why burnout happens so often in home care 06:31 — The four home care owner personality types 07:22 — Drivers: visionary leaders who unintentionally burn through teams 08:05 — Methodicals: perfectionism, risk aversion, and frozen teams 08:47 — Humanitarians: over-giving and losing structure 09:18 — Connectors: avoiding hard conversations and accountability 10:01 — How Tiffany developed her leadership framework through coaching 11:14 — Helping owners understand the psychology behind their decisions 13:01 — Why "copying successful owners" is overrated 14:16 — The danger of comparing your business to someone else's 15:05 — Why personal awareness must come before operational fixes 15:52 — Technology, AI, and the future of home care leadership 16:30 — "You can't out-coach leadership or a bad team" 17:21 — A coaching story about balancing a methodical owner with a fast-moving salesperson 18:43 — Learning to trust complementary personalities on your team 19:15 — Why humanitarians struggle with sales and asking for business 20:42 — Why connectors often resist compliance-focused team members 22:01 — The hiring mistake most owners keep making Quotes: Tiffany Dutcher: "The biggest mistake I made was not understanding how I was wired as a leader." Tiffany Dutcher: "Everybody burns out a little bit differently. The whole point of the book is to understand where your burnout usually shows up and why." Tiffany Dutcher: "If you don't take a look at what's going on inside of you first, and you're trying to fix everything else on the outside, you're not gonna see progress." Tiffany Dutcher: "I can't out-coach leadership, and I can't out-coach a bad team." David Knack: "There's people in this business where it just feels like home care is easier for them than for other people." David Knack: "Trying to be just like somebody else without understanding who you are as a leader sounds like a recipe for disaster." Resources: 1. Connect with Tiffany Dutcher on LinkedIn: https://www.linkedin.com/in/tiffdutcher/ 2. Watch out for The Unfiltered Truth About Home Care on Amazon 3. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 4. Powered by Zingage: https://zingage.com 5. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage

In this special solo episode and inaugural "book club" format, David Knack shares his journey from problem-solver to coach as his team at Zingage grows from one person to six. Facing the transition from customer-facing sales to internal leadership, David opens up about his struggle with being the "smartest guy in the room" and how The Coaching Habit by Michael Bungay Stanier transformed his approach. David walks through the seven essential questions that replaced his advice-giving habit with curiosity-driven leadership. He reveals why rhetorical questions disguised as coaching actually create the same dependency problems as direct advice, how silence became his most powerful tool, and why ending every one-on-one with "what was most useful for you?" unlocks strategic thinking in his team. This episode delivers practical frameworks for home care leaders navigating the shift from doing the work to leading the people who do the work. Lesson Takeaways: 1. Stay Curious Just a Little Bit Longer: Resist the urge to jump into problem-solving mode. Ask one more question than feels comfortable, then embrace the silence. This builds team capacity and reduces your role as the "hit by a bus" problem. 2. Kill Your Rhetorical Questions: Replace "have you tried..." with "what's the real challenge here for you?" to transform fake coaching into real development. Rhetorical questions are just advice with a question mark at the end. 3. Make Help Requests Bounded: Ask "how can I help?" to get specific, limited requests instead of taking on five new tasks. This maximizes team ownership while minimizing what lands on your plate as a leader. 4. End with Action and Reflection: Close every one-on-one with "what was most useful for you?" and "what's one action you'll take this week?" This builds strategic thinking habits and ensures conversations translate to results. 5. Understand What They Really Want: Ask "what do you want?" to uncover intrinsic motivation. This creates alignment between personal priorities and role expectations, preventing burnout and boosting performance across your team. Timestamps: 00:00 - Introduction: A new book club format for Home Care Hindsight 03:13 - The shift from revenue-generating time to internal leadership 06:09 - Creating cycles of dependence and the "hit by a bus" problem 09:35 - The seven questions that transform your leadership approach 12:24 - What's the real challenge here for you? Understanding the heart of issues 15:01 - What do you want? Emily Isbell's story about promoting caregivers 18:55 - If you're saying yes to this, what are you saying no to? 21:09 - Practical applications: End every one-on-one with reflection and action Quotes: David Knack: "There's an immediate dopamine hit that comes with having somebody bring you a problem and making that problem go away pretty quickly. But it's more work on my plate and creates this cycle of dependence." David Knack: "Often I find myself saying, what if we [insert solution], or have you tried [insert solution]. I'm creating the same problem, but it's just kind of wrapped in a slightly different dressing." David Knack: "Advice is overrated. Curiosity is underrated. As soon as I feel like I've understood the situation enough, I give advice. That's not the best way to help my team grow and be really effective." Resources: 1. The Coaching Habit by Michael Bungay Stanier: https://www.amazon.com/Coaching-Habit-Less-Change-Forever/dp/0978440749 2. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 3. Powered by Zingage: https://zingage.com 4. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Adam Sall, President and Co-founder of Advantage Pointe Home Care, joins host David Knack to discuss how his agency transitioned from traditional private duty care to becoming a vital partner for value-based healthcare entities. Drawing from his background on Wall Street, Adam explains the mechanics of risk-sharing models like MSOs and ACOs and how home care can save these organizations millions by preventing unnecessary 911 calls and hospitalizations. Adam opens up about his biggest mistake; being a "terrible interviewer" who let personal likability cloud his judgment and how he empowered an expert HR team to prioritize competence over "shooting the breeze." The conversation also explores Adam's philosophy on "sacrificing margin" to pay caregivers more, the implementation of a company-wide revenue share plan, and the critical art of having a real human conversation with staff rather than treating them like widgets. Lesson Takeaways: 1. Know Your Blind Spots in Hiring: Being a "people person" can lead to poor hiring decisions based on likability rather than skill. Trust specialized HR teams to use methodical processes to ensure the right fit. 2. Bridge the "Post-Acute" Gap: Value-based entities (MSOs/ACOs) often lack a mechanism to intervene in the home. Home care provides the "functional block" that prevents $18,000 hospitalizations for as little as $144 in triage care. 3. Align Incentives Through Revenue Sharing: Implementing a revenue share for the entire organization, from receptionists to operations, ensures everyone is invested in the quality of the "match" between caregiver and client. 4. Sacrifice Margin for Quality: Protecting margins at the expense of caregiver pay is a common industry blind spot. Charging more to pay caregivers better attracts higher-quality talent and supports retention. 5. Move from "Speaking At" to "Conversing With": Simply reading a list of patient requirements to a caregiver isn't a conversation. True engagement involves checking in on their day and vetting their specific comfort level with tasks like colostomy bag care or heavy transfers. Timestamps: 00:00 – Welcome to Home Care Hindsight by Zingage 01:25 – Introduction to Adam Sall and Advantage Pointe Home Care 01:54 – From Wall Street to Healthcare: The personal story behind the agency 03:32 – Transitioning into value-based care and care navigation 04:46 – Remedial Healthcare: Explaining ACOs vs. MSOs and risk-sharing 07:23 – The pitch: Using data to prove the value of home care to MSOs 08:49 – Real-world example: A $144 intervention vs. an $18,000 hospital bill 10:02 – Adam's Big Mistake: Being a "terrible interviewer" 11:58 – Building a methodical hiring process and stepping back from the final say 14:54 – Underrated practice: Sacrificing margin to attract better caregivers 17:24 – Creating a revenue share plan for the entire administrative team 21:14 – A common small mistake: Speaking at caregivers instead of having a conversation 25:03 – Personal values: How Adam's father influenced his leadership style 26:43 – A recent win: Scaling value-based success into Georgia, Texas, and Nevada 27:50 – Closing advice for healthcare leaders: Focus on the home Quotes: Adam Sall: "Skill and competence has to trump just me liking you as a person." Adam Sall: "You have to be willing to sacrifice margin to attract and retain a higher quality caregiver." Adam Sall: "If you don't know about what's happening post-acute... you're gonna get your clock cleaned by people who do have an in-home strategy." David Knack: "Home care is a very simple solution to a really complicated set of problems." Resources: 1. Connect with Adam Sall on LinkedIn: https://www.linkedin.com/in/adam-sall-01461856/ 2. Learn more about Advantage Pointe Home Care: https://www.advantagepointehomecare.com/ 3. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 4. Powered by Zingage: https://zingage.com 5. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Mordechai Wolhendler, CEO of GlattHealth Consulting Group and co-founder of the Home Care Show, joins host David Knack to discuss the complexities of scaling a home care business across different regions and the hard lessons learned along the way. Mordechai shares his experience expanding an agency from upstate New York into New York City, revealing how assumptions about "copy-paste" growth can lead to major operational and cultural missteps. He breaks down the stark differences in regulations, reimbursement models, caregiver pay, and even communication styles between markets, emphasizing that what works in one region may fail in another. The conversation explores the "why factor" in decision-making, the importance of understanding local demographics, and how the right supervisor can transform an underperforming employee into a star. Mordechai also highlights the upcoming Home Care Show in Miami, Florida, an event designed for multi-state operators and growing agencies, and reflects on the value of taking time for self-care, even in a demanding industry. Lesson Takeaways: 1. Growth Isn't Copy-Paste: Each market has unique regulations, reimbursement structures, and cultural dynamics. What works in one region may not translate to another. Research and adaptation are key. 2. Understand the "Why Factor": Whether dealing with employees, clients, or sellers, digging into the underlying motivations behind decisions can shape better outcomes and deal structures. 3. The Right Fit Can Change Everything: An employee's performance can dramatically shift under different leadership. Don't underestimate the impact of supervisor-employee alignment. 4. Local Knowledge Drives Success: To truly serve a community, you must understand its demographics, cultures, and daily rhythms, sometimes block by block. 5. Invest in Yourself, Too: As a leader, taking time for self-care (whether it's laser eye surgery or simply setting boundaries) is essential for sustained performance and well-being. Timestamps: 00:00 – Introduction to Mordechai Wolhendler and his background in home care 01:15 – Overview of Health Consulting Group's services: startups, growth, M&A 02:35 – Common projects: state reporting, grants, and regulatory compliance 03:30 – The "building permit" analogy for home care licensure 04:15 – Announcing the Home Care Show in Miami (Feb 17–18) 05:00 – The origin and vision behind the Home Care Show 06:25 – Mordechai's biggest mistake: assuming NYC expansion would be "copy-paste" 07:50 – How regulations and business models differ in NYC vs. upstate NY 09:40 – Reimbursement challenges in a Medicaid-heavy, volume-driven market 11:00 – Cultural and communication differences in NYC 12:00 – How they adapted: finding a niche and differentiating in a saturated market 13:30 – The importance of understanding local demographics and cultures 14:40 – Underrated in home care: the "why factor" 16:25 – How to dig beyond surface-level answers to uncover real motivations 18:10 – The challenge of working with human beings as your "product" 19:50 – A small mistake owners make: blaming yourself for employee underperformance 21:10 – Setting clear KPIs and knowing when to let go of a "good" employee 22:10 – Balancing "hire slow, fire fast" with employee growth potential 23:40 – How the right supervisor can turn a struggling employee into a top performer 25:00 – The disparity between hiring office staff vs. caregivers 26:30 – The difficulty of predicting caregiver reliability and fit 28:10 – A recent win: successfully scaling the Home Care Show to a two-day event 29:20 – Personal win: scheduling laser eye surgery consultation after years of hesitation 30:45 – Plug: The Home Care Show in Miami FL for multi-state and growth-focused operators 31:05 – Closing remarks Quotes: Mordechai Wolhendler: "A mistake is only a mistake if you don't learn anything." Mordechai Wolhendler: "New York City is a volume game. Outside of the city, even in the rest of the state, you don't have that the same way." Mordechai Wolhendler: "The 'why factor' is something people don't look at enough. Understanding why someone wants to sell their agency completely alters the deal structure." David Knack: "Sometimes you can copy-paste, but not always. You have to be ready to go back to the drawing board." Mordechai Wolhendler: "We often don't give ourselves enough time to ourselves. Taking care of yourself is something we need to do more of." Resources: 1. Connect with Mordechai Wolhendler on LinkedIn: https://www.linkedin.com/in/mordechai-wolhendler-353b63a2/ 2. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 3. Powered by Zingage: https://zingage.com 4. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Shauna Sweeney, founder and CEO of Tender Care, joins host David Knack to discuss the pivotal mistake that reshaped her approach to building technology for families navigating aging and care. Shauna, a former Facebook executive who entered the care space while caring for her father with Alzheimer's, opens up about how she initially overlooked a simple, physical solution, the Tender ID, because it didn't fit the "tech founder" mold. She shares how clinging to the vision of a complex, all-in-one digital platform delayed solving a critical, immediate need: giving first responders instant access to vital health information during emergencies. Shauna explains why "letting what a founder is supposed to look like get in the way of actually solving the problem" was a costly error, and how embracing a tangible, QR-based tool unlocked rapid adoption and real impact. The conversation explores the underrated power of video for home care marketing, the small mistake of ignoring online reputation, and how the industry must adapt to a more tech-savvy, time-starved family decision-maker. Shauna also shares exciting news about journalist Lisa Ling joining Tender Care as Chief Caregiver Advocate to amplify stories of care. Lesson Takeaways: 1. Problems Need Solutions, Not Your Ego: Don't let preconceived notions of what a "tech company" or "founder" should be stop you from building what the market clearly needs. If a simple, tangible solution works, build it, even if it's not the sleek software you envisioned. 2. Control What You Can Promise: Before building complex integrations reliant on other systems, start with solutions you can fully control and deliver flawlessly. This builds trust and allows you to make and keep clear promises to your users. 3. Show Your Humanity on Video: Home care is built on trust and human connection. Underutilized video is a powerful tool to let families see the compassionate, real people behind your agency. Authenticity beats polished production every time. 4. Tend Your Digital Reputation: A single unanswered negative review can undermine years of trust-building. Proactively manage your online presence; it's a small task with a massive impact on a family's decision to choose you. 5. Competition is Heating Up, Differentiate: As demand grows, so does competition. Compete on quality, trust, and hyper-local, personalized relationships. Big agencies must learn to "stay big but feel small" to win. Timestamps: 00:00 – Introduction to Shauna Sweeney and Tender Care's mission 02:10 – Shauna's background: From Facebook to family caregiver 05:30 – The recurring mistake: Ignoring market signal for a physical product 08:45 – The "Tender ID": A simple QR code that replaces the Vial of Life 11:13 – How the ID triggers emergency alerts and stabilizes families 16:10 – Letting founder ego block the right solution 20:18 – The most underrated tool in home care: Authentic video marketing 25:22 – The little mistake: Neglecting your online review reputation 28:09 – The future of home care: Tech-savvy buyers and hyper-local trust 33:20 – A recent win: Lisa Ling joins Tender Care as Chief Caregiver Advocate 35:07 – How to get Tender IDs for your clients and join the trusted network Quotes: Shauna Sweeney: "My big mistake was letting the better of what one is supposed to look like when solving a problem, get in the way of actually solving the problem. As soon as we actually built these [Tender IDs], they started to go. It's the classic story of the fish jumping into the boat." Shauna Sweeney: "Every day you have to choose to be in service of the solution more than your ego. You have to want to solve the problem more than you want to look cool." David Knack: "If all we are as a home care agency is a staffing company, it's gonna be really hard to compete... If you are finding other ways to add value, to provide useful resources... it doesn't matter that you cost 20% more, you make their life so many multiples better that they'll pay it." David Knack: "Families are gonna fall in love with you. You just have to go out there and let them." Resources: 1. Connect with Shauna Sweeney on LinkedIn: https://www.linkedin.com/in/shaunas/ 2. Learn more about Tender Care and the Tender ID: https://trytendercare.com/ 3. Apply to join the Tender Care Trusted Network: https://trytendercare.com/join-the-network/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Powered by Zingage: https://zingage.com 6. Watch this episode on Zingage's YouTube: https://www.youtube.com/@Zingage