My Fear of Risks Slowed My Career Down — Michelle Cone

Michelle Cone, SVP of Industry Engagement at HomeWell Franchising, joins host David Knack for a conversation that spans from marathon running to mission-driven leadership. Michelle opens up about the career mistake that shaped her trajectory: playing it safe early on and not taking enough risks. She explains how saying "yes" to an unfamiliar role in home care as an inexperienced mom became the turning point that led to a 27-year career.

Michelle dives into the underrated core of home care: delivering exceptional quality care as the ultimate growth engine. She unpacks why a strong intake process is a make-or-break function, how to avoid common pitfalls that waste time and trust, and why the industry's shift toward value-based care means every agency must pay attention to CMS and healthcare ecosystem changes, even if they're private-pay.

The conversation also explores how to use AI and automation to free up time for human connection, why the best caregivers don't want to work with "bozos," and how to build a culture where mission drives every operational decision.

Lesson Takeaways:

1. Take the Leap Before You Feel Ready: Waiting for the perfect moment or full confidence can cost you career-defining opportunities. Often, the best growth comes from saying "yes" and stretching into the unknown.

2. Quality Care is Your Best Marketing: Your first client and the quality of care you deliver set the tone for everything; caregiver recruitment, retention, client satisfaction, and community reputation. Start small, excel, and let the results speak.

3. Master the Intake Conversation: A great intake process isn't about selling, it's about listening, educating, and qualifying. By understanding a caller's real needs and fears, you build trust whether they become a client or not.

4. Automate the Robotic, Humanize the Relational: Use technology to handle administrative tasks so your team can focus on what matters: in-person introductions, caregiver support, and building trust with clients and families.

5. Pay Attention to the Healthcare Ecosystem: Even if you're private-pay, changes in CMS, Medicaid, and hospital-at-home models impact your referral sources and market opportunities. Ignoring these shifts is a strategic mistake.

Timestamps:
00:00 – The loneliness of caregiving and the need for human connection

02:10 – Introducing Michelle Cone and her role at HomeWell Franchising

05:30 – The mistake of avoiding risk early in her career

08:45 – How a scheduling coordinator job changed her life

11:20 – Why self-awareness and team diversity drive success

14:50 – The most underrated thing in home care: exceptional quality care

18:10 – Why your best caregivers don't want to work with "bozos"

21:45 – The shiny object trap: AI, tech, and keeping the human touch

24:30 – How a solid intake process transforms conversion and trust

30:15 – Turning lost leads into future clients with education and empathy

34:00 – Michelle's recent win: Record franchise growth at HomeWell

36:20 – How to connect with HomeWell and explore franchising

Quotes:
Michelle Cone: "I wish in my earlier career I would've taken more risks. You're building confidence, you're becoming a subject matter expert, and we all face imposter syndrome. Take the jump and then stretch."

Michelle Cone: "Your greatest asset starts with your very first client and providing exceptional care to that client. Great quality client care is your greatest acquisition tool; for clients, for caregivers, for retention."

David Knack: "Your best caregivers don't want to work with inconsistent caregivers or bad hires. If they feel like they're the only ones who care, they'll wonder if they're in the right organization."

David Knack: "The question is: what parts of the scheduler role can we automate to prevent them from being stuck in the office and instead allow them to be in clients' homes doing introductions?"

Resources:

1. Learn more about HomeWell Franchising: https://homewellfranchising.com/

2. Find a HomeWell agency near you: https://homewellcares.com/

3. Connect with Michelle Cone on LinkedIn: https://www.linkedin.com/in/michelle-cone-748378127/

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