Building a Bulletproof Care Business: Staffing, Systems, and Sanity with Crystal Smith

[00:00:14] Welcome back to Care to CEO, where we help caregivers and ordinary people become confident care business owners. If you've been following the series so far, then you know, starting is one thing, but staying in the game is something else. Today, we're talking to Crystal about the unsexy but essential things that keep your business alive, your team, your systems, and your sanity. Crystal's been through it all, staffing meltdowns, system chaos, sleepless nights,

[00:00:40] and she's here to show you how to build a care business that doesn't fall apart when life hits. Hi, Crystal. Crystal Smith- Hi. Oh my God, I'm so happy to be here. I really feel really reset and restored after coming back from the Beyonce concert. So, you know, ready to go. Yes. Crystal Smith- I love that. I am still on my recovery from the Beyonce concert myself. Crystal Smith- Right. Me too. Me too. That part for sure.

[00:01:08] Crystal Smith- But it was great. It was a great time, of course. She over-performed. I mean, you know, just completely past my expectations. So, I had a great time. Would love to go see her again. Crystal Smith- She owes us nothing. Crystal Smith- Yes. Crystal Smith- Superhuman. Crystal Smith- Yes, I know, right? Crystal Smith- But let's jump right in. Crystal Smith- Right. Let's jump right in, Crystal. Crystal Smith- So, let's talk a little bit about your staffing.

[00:01:37] Crystal Smith- Because I know that this is something we previously talked about is not only super important, but a little bit complex too. And finding the right people can be complicated. So, what do most people get wrong about hiring for a care business? Crystal Smith- So, one thing people need to understand, staff really makes or breaks your business. Crystal Smith- I mean, it's everything. It's so essential.

[00:02:01] Crystal Smith- And I think one of the biggest mistakes is thinking we can just hire warm bodies. Crystal Smith- And I certainly have made this mistake. Crystal Smith- Hiring a warm body instead of the right person for the job. Crystal Smith- A lot of new owners, again, guilty of this, are desperate to fill shifts. Crystal Smith- You know, when you first start, you know, that's what you need. Crystal Smith- You need someone there to take care of those individuals. Crystal Smith- And so, you tend to say yes to anyone who has a license, anyone who can pass a background check.

[00:02:31] Crystal Smith- And that's really one of the mistakes that we make earlier on. Crystal Smith- But caregiving isn't just about credentials. Crystal Smith- It's most certainly about character, you know? Crystal Smith- And I had to learn that the hard way many times. Crystal Smith- I've had staff show up late, fall asleep on the job, and even be, you know, disrespectful when you have to approach them about these things, even when they're the ones in the wrong.

[00:02:58] Crystal Smith- So, I definitely learned the hard way that bad hires really cost more in the long run than just filling shifts. Crystal Smith- So, that is something very essential. Crystal Smith- Now, three, three and a half years later, almost four years later, we screen for values. Crystal Smith- Ask questions like, tell me about a time that you had to care for someone who didn't want your help. Crystal Smith- You know, because that happens a lot, you know?

[00:03:26] Crystal Smith- So, I really want to find out some real life experiences that some of the hires have or the candidates have had in their past. Crystal Smith- Because that's very important. Crystal Smith- And that gives me more insight. It gives me a lot more insight than any resume, for sure. Crystal Smith- And this business is definitely more than just what's on your resume or what kind of credentials you have. Crystal Smith- Absolutely.

[00:03:53] Crystal Smith- I think it's hard, just hiring staff in general with any business can be complicated, but with this role, that's so meaningful. Crystal Smith- Yeah, and it's tough for everyone, I would say, but there's certainly a high turnover rate in the care industry, I would say, for sure. Crystal Smith- Absolutely. Crystal Smith- And when you started, knowing you as much as I know you now, I'm pretty sure the answer to this is going to be yes. Crystal Smith- Right.

[00:04:23] Crystal Smith- But when you started, were you trying to do everything yourself? And at what point did you realize, hey, like, I need a team to grow this? Crystal Smith- Most certainly, you know me pretty well now. Crystal Smith- I thought I could be the admin, the on-call recruiter, the transporter, everything at one time.

[00:04:46] Crystal Smith- I once left a baby shower just to go fill a shift by myself because, you know, there was no one else to do it. And these are the times really that I knew, you know, this just isn't sustainable. Crystal Smith- I can't scale, I can't grow if I don't delegate, you know. Crystal Smith- So I had to realize that at that point, I wasn't building a business. I was burning myself out, honestly.

[00:05:14] Crystal Smith- So I think the shift came when I just started looking for the right support and just waiting patiently for it because it's not always on Indeed. Crystal Smith- It's not always from that referral. Crystal Smith- It's not always that ideal person you would have in your mind. Crystal Smith- Sometimes it meant that there were smaller profits up front and that's how I was able to, but this is how I eventually was able to grow and get some longevity in the company.

[00:05:44] Crystal Smith- Absolutely. Crystal Smith- And someone that is coming from your background as a caregiver, having to transition to being a boss and delegating things in itself, I could imagine it was probably a little difficult because it's a whole new world in which you're not just taking care of people, but now you're being in charge of this business and delegating tasks when you're used to doing it yourself. Crystal Smith- Absolutely. Crystal Smith- Absolutely.

[00:06:12] Crystal Smith- And I can tell you, it's sad that a lot of people, you'll find they don't care. You know what I mean? If they don't have a hard time showing you that it's not my business, I don't care. You know what I mean? I'm just here for a job, for the money. And that quickly becomes apparent with many of the staff members that are there for the wrong reason. So again, I learned the hard way.

[00:06:38] Crystal Smith- Yeah, that's definitely, I'm sure, very hard with a specific caregiving company. But now when you're hiring, what are some qualities that you look for when you're interviewing someone to care for your clients? Crystal Smith- So, I mean, you don't need a degree to work in this field, but you do need empathy and empathy that also moves.

[00:07:03] Crystal Smith- So you need people who don't just care, but they care enough to act when they see that an individual needs something. And I've been fortunate enough to have staff that have put systems in place that I couldn't even have thought of. Like, oh my God, because they care. They paid attention to what the individual needs. Crystal Smith- And they said, Miss Crystal, as many of them call me that. I don't know why, but it's probably because I'm old enough to be their mother. Maybe. I don't know.

[00:07:32] But they're like, you know, I went ahead and I did this because I could see that, you know, so-and-so needed this. And I thought, oh my gosh, I couldn't have even, I couldn't have thought of that, you know. So I would say most certainly empathy, flexibility. Oh my goodness. Because, yeah, you could be on shift and the person coming in could have, something could have happened. And, you know, they're running late.

[00:08:01] Maybe they can't come at all. So I need people who, because they care for the actual individuals, they're not going to get mad and upset and, you know, and say, I quit. Or, you know, I can understand if it happened a lot, but, you know, they understand that life happens and that this is a team effort. So I really need, you know, I really look for people like that. And lastly, communication. Like, my goodness, if something's going on with you, just, you know, let's talk about it. Let's work it out.

[00:08:31] So, you know, I've had staff members that have some really, some stuff going on at home, you know, like, or just in their personal lives. And it's affecting their job. And when they just kind of came to me about it, you know, I didn't judge them or anything. I said, you know what, I think we can find out a way to work this out so that you can still do your job efficiently and you don't have to, you know, quit or take a leave or whatever the case is. You know what I mean?

[00:08:58] I mean, just, I love when people just communicate because it just, it makes all of our lives easier and we really just want to work as a team anyway. So, and I want people with integrity, you know, and because we serve individuals with intellectual disabilities and older foster care children and elderly. And you really have to show up even when things are difficult and hard.

[00:09:24] And people do that when they care in general. So, I once hired someone who really didn't have any experience, but in her interview, she almost had me in tears because she told me about how she was raising a child with autism. And she knew firsthand, you know, how much it was important to advocate for this individual, especially being that it was her child. And so, she actually turned out to be one of my best hires.

[00:09:54] So, you know, it just goes back to show that staffing is very important. Yeah, and I think in this realm, like you said, you don't particularly need a degree, but just being a particular kind of person with empathy and compassion and the ability to communicate and also be transparent, I think would go so far.

[00:10:16] Especially people that I feel like do go into these roles come from a background, like similar to you or even myself that have had like difficult experiences. That's how people tend to build so much empathy that it in a way is kind of natural that they may have things going on. Absolutely.

[00:10:35] Something about you that's wonderful coming from that background is like you have the ability to also be compassionate as a CEO and be a great boss for employees that may have things going on. So, yeah, I think it's a good, it's just a strong circular. I try to be very, well, I don't, I don't really have to try. I am relatable to many of my staff members as well.

[00:11:03] You know, I come from backgrounds similar to theirs, single motherhood, you know, challenges that I had to overcome. So I try to always be understanding and not judgmental. Absolutely. And then in terms of running a business, hiring and staffing is obviously something super important. But beyond that, let's talk systems.

[00:11:27] Because when you started, I'm sure you were overwhelmed with trying to organize and get things together. So what were the first things you put in place to stay organized? And what do you use today? So at first I was doing things like piecing together Google Sheets and handwritten notes and group texts. And it was pretty chaotic. I mean, we got through it, but it was pretty chaotic. I missed a lot of deadlines.

[00:11:56] I forgot birthdays. I almost lost contracts due to this. I've been chewed out by caseworkers for not responding in a timely manner. And, you know, I just had to really start searching for better systems because it's key. It was difficult and I went through a lot. You know, I've gone through many of them because then you find the next best thing.

[00:12:25] But now, you know, we use digital across the board for the most part. You know, we don't need all that paper laying around. I mean, don't get me wrong. I think that in some cases it can be useful as well. But, you know, AI, oh my goodness, digital tools, anything from scheduling platforms to document storage, payroll, and incident tracking. We use digital systems for these things and they are a godsend.

[00:12:55] And so, and I think systems don't just help you stay organized, but I think they really help protect the business in general from legal risk and burnout and even complaints. And then in terms of talking about those systems and using different ones, is there one system that you really use the most? Or is there a system that has any kind of all-in-one different functionalities that you like?

[00:13:24] Or are they also kind of spread out? So I will say I went through so many systems. You know, like I said, I have friends who are also agency owners and people recommended different systems to me. So what we have now is Access Care. And it really allows the streamlining, I would say, streamlining for your business. But we are going to transition again.

[00:13:52] I don't even know how many times this makes, but to BrickCo. And it's a reporting and documentation system. And it was especially designed for home care agencies.

[00:14:05] So it gives the capability to keep track of staff clocking in and out on their app and manager reviews and daily attendance and documentation for, you know, when something needs to be reported or an incident happens. Also, you know, it takes away having all that paperwork laying around or having the ability to get lost.

[00:14:32] We're also able to check in and keep communication with the families as well. So I really love that. And I feel like this structure really gives us more visibility and consistency, especially if investors were looking, you know, to maybe work with us. They look at a company's longevity and their systems that they have in place. So, yeah, I think we've come a long way. We've come a long way. Absolutely.

[00:15:02] And if our listeners are on the verge of starting out or thinking about starting or recently started, I'm sure that that's really, really knowledge. Like, that's really solid information for them to have because they can look into that specific system without having to piece things together and likely will eliminate some of those early day, early struggle headaches.

[00:15:27] They can kind of take that advice and look into like all in one platforms or the system you mentioned to help them in their early starting days. And now your days, I'm sure, are much different than they were in the beginning. So what does your day-to-day operation look like now from shift scheduling to client documentation?

[00:15:48] So I would say the fact that I started putting in place systems or we as a company did, my team and I, I think that it helped give me back peace of mind. I used to work 90 hours a week and still feel like I have accomplished nothing. But now, you know, I can go on vacation, spend an evening with my children and know that things are handled.

[00:16:13] I think that even though systems do require some discipline, when they, when done well, they really help sustain the business. Even when you fall short, you know, which, which can happen sometimes. For example, when my daughter had surgery, I didn't have to call staff and, you know, call people personally.

[00:16:35] My system sent out alerts, shifts were picked up automatically and, and the business didn't miss a beat. So that's CEO peace. Absolutely. That's the, that's kind of the ideal situation where you find a system to help you work smarter and not harder. It just kind of helps you coast while things are going along. So that's definitely something important to find the right one, like the right fit.

[00:17:02] And now as a CEO and being the boss and having staff, how do you keep your staff motivated, especially when it's not just about a paycheck? It's about real people's lives. Are there any specific things that you do to help them with motivation? Yeah, I think I really try to pour into staff. I have personal conversations with them pretty frequently.

[00:17:28] I host monthly recognition, shout out events. I just give them gifts for any and everything bonuses. I host team prayer calls, especially when times are rough. I really try to create an environment where we can come together as often as we can and celebrate, you know, just, just getting through the week.

[00:17:55] Another example is I have, for instance, I had a staff member's mother pass recently. And I mean, it really, oh, she's one of my, oh, I love her so much. She is one of my day ones. And I saw the toll that was really taking on her. And I know how she is. She doesn't want to let me down either. And I felt like, oh, my goodness, you are, you have been so amazing for this company.

[00:18:23] And, you know, just such a big part of this team that, you know, I just, I put together a gift basket. I arranged so that she didn't have to, you know, come in to work and I could find someone to work her shift and gave her. No, that's amazing, though, that you as a CEO have that transparency and openness with your staff members or some of your staff members. That I think that that's just so incredible.

[00:18:52] I know I've had jobs where I was going through hard times where I had to leave the job because I didn't have the support, whether I was. I mean, it's hard. It's hard to have that. So and that's so sad. But it really is. And that's why I really try to create an environment where we can work as a team and rally together as much as possible, because that's really what it's all about.

[00:19:18] So, you know, and my staff knows that they could come to me if they wanted to do this. If you wanted to be an agency owner or if you wanted to be an independent provider, which is just where you're kind of licensed. But you can take care of a certain amount of hours. You can provide services for a certain amount of hours per week. They know they can come to me for that.

[00:19:44] They know that I'd say, hey, OK, let's do it because I've done it. You know, I've helped I've helped some of my staff members get their agencies. So I have no issue with that or whatever. Yeah. Or whatever goals they have for that matter. And I really try to keep that openness because the idea isn't, you know, just for me to rise. It's for all of us to rise. So if there's something they have a they have a goal. I encourage them to come to me.

[00:20:12] I have a staff member whose daughter is a gymnast and she's I'm very supportive of her because she is so good. And if I need to, I hold fundraisers to get her to some of these events that I know could be pretty costly. And, you know, like I said, we really operate. It's good when you can operate as a family. Now, that doesn't mean everyone on the team is always that way, but it's certainly the environment that I encourage.

[00:20:41] And the type of culture that that we are trying to implement. Absolutely. And I having that dynamic at work, I'm sure your staff members not only appreciate it and value it so much, but I'm sure it makes them want to even be better and do more. Because when you feel valued and appreciated as an employee, that's something that's hard to find.

[00:21:10] So the appreciation and the value for that is immeasurable. Like it's just beyond words to really have that experience. So that's great, especially being it's hard to find the right staff. The fact that you're nurturing them so much is incredible. I want to come work for you. I'm going to move and come be part of your staff. This is where I want to work, actually. But that's great, especially even being.

[00:21:40] Come on, we would love to have you. Especially even going above and beyond the way you do and holding fundraisers. And that's just it's amazing. And then thank you. And we could go see Beyonce afterwards sometime. We might need a fundraiser to go see Beyonce. Right, right. Exactly. I mean, that would be good team morale, I would say. Seriously, you're giving me ideas here. You're giving me ideas. It wouldn't hurt.

[00:22:12] But beyond keeping your staff motivated and finding the right people and really nurturing those relationships, when it comes to logistics, what are some of the go-to tools that you've implemented, whether it be a platform or just a system that you really recommend running for a care business? Okay, so at the top of my list, CareSmart 360, Alea Care.

[00:22:41] These are for scheduling, time tracking, EVV, Google Workspace, of course, for forums and just team updates, things like that. And Slack or GroupMe. So, you know, that the team can communicate quickly, especially when you're starting out. Oh, my gosh, my all-time favorite, Canva. Oh, my goodness. For branding, flyers, professional forums.

[00:23:06] I cannot believe how much I do on Canva now, you know, because sometimes I have to do lease agreements, you know, when I get new clients in. And, I mean, lease agreements right there on Canva. I can't believe how many forms, how many templates are on Canva. I had no idea. So I can easily do hours on Canva without even knowing it. And lastly, I would say QuickBooks or Gusto for payroll and taxes.

[00:23:36] That is definitely where I started. So because I think it's pretty easy to use. So definitely for your payroll needs. Great place to start. Actually, I've used Gusto before, and I didn't know they were still around, but they were – I remember them. They were very, very friendly, user-friendly, straightforward. Yes, very user-friendly. Absolutely. Yeah.

[00:24:01] And, of course, I do have a planner that I created myself so that you can get outside of your head sometimes and strategize. So – and I will be sharing how to get that. Awesome. As well. Now, for our listeners who are just getting started, if you had to choose one system that they should set up this week

[00:24:24] to really ground themselves and build on and really save them stress later on, which one would you pick? Okay. I first want to let staff know to – if you're planning to do this, be smart. Set this stuff up now. Like, you really will save yourself a lot of time and headache. Set it up now. I still like AccessCare very much.

[00:24:52] That is the system we are currently using. And I would say AccessCare because you can – there's so much you can do right inside of that and have access to documentation, reports, and attendance, and all sorts of other things. And so I think that that is one that's very user-friendly and easy to start.

[00:25:18] And I always think about what if you were to get audited, like in your first year, or you were to get, like, a review. If you were using a system like AccessCare and everyone's doing what they're supposed to be doing, like your staff's reporting and they're clocking it out, well, all the information is right there in the system. So it's just a matter of print it out and give it to the reviewer. You know what I mean? So much time saved when you use the system.

[00:25:48] But there's so many. Just research one that's best for you because there's a ton. That's why I've gone through so many. No, but it's great to have your expertise to really help people set up for success from day one because, I mean, working in the tech industry the last few years, I've worked with companies that were startups and they grow and they grow to a certain point where they don't have the right systems in place.

[00:26:18] Right. And you don't have, oh my gosh. And in my case, in my case, I did not expect to grow as quickly as I did. I never would have thought. You know, I was expecting to maybe stay around having one client for, I don't know, I was thinking probably a couple of years. Yeah, that did not happen. That did not happen. I mean, I got calls immediately. And it really was because we were doing good work.

[00:26:46] But the clients were growing faster than I could build the team and the systems or put systems in place. So, yeah, just spend a lot of time strategizing that and putting things in place. Absolutely. Now, that's just a lesson I had to learn the hard way because I just, I didn't know. I didn't know what I didn't know at that time.

[00:27:13] But now I'm telling you, you know, go and research and find the right systems for you. Absolutely. Great to just expect to grow and have that solid foundation because having to backpedal and figure those things out while you already have clients relying on you. Wow. Yeah. And believe me, I did have to. I had to go and backpedal.

[00:27:38] So I had to go back and recreate and fix the mess that, some of the messes that I feel were made. Some of the, you know, from just lack of knowledge, lack of resources, even lack of mentorship. So, you know, then again, that's why I'm here in this space to really help guide others so they don't spend so much time, you know, making those mistakes. Absolutely.

[00:28:05] Well, thank you for always being such an amazing resource and mentor for everyone listening. This was a masterclass in what actually keeps care businesses alive, staff, system, survival. And if you've got any value from this, do us a favor, share it with someone building their care business right now. And remember, don't have to build it alone.

[00:28:30] Head to care2ceo.com, C-A-R-E-T-O-C-E-O.com to join Crystal's Mentorship Circle filled with so much valuable information. And next week we have an exciting topic. We're going to dive into minority entrepreneurship and why caregivers of color are already positioned to win in this industry. So don't miss it. And thank you again, Crystal, for this masterclass. It's always a pleasure. Thank you again for having me.

[00:29:00] And thank the audience for joining us today. And I will see you next time. Thanks. See you next week.