When Michelle Lisk realized her family needed another source of income to pay for her kids’ college, she told her husband she was thinking of becoming a caregiver.
“A caregiver? What’s that?” her husband responded.
A few days and a lot of research later, her husband came to her. “How would you feel about running your own home care agency instead?” he asked.
Starting an agency wasn’t easy, but Michelle learned the ropes and her SYNERGY franchise quickly became an exceptional source of home care in the area. Now, the better part of a decade later, her agency is a six-time Best of Home Care – Leader in Excellence award winner with over 200 clients and caregivers.
Asked about the secrets to her success, Michelle always brings it back to listening to clients and caregivers and then acting to make continual improvements.
Early on, however, she recognized that making regular quality calls to clients and soliciting feedback from caregivers on her own wasn’t enough. These processes weren’t consistent or organized enough, and many clients and caregivers were often reluctant to speak their mind. She contracted with Home Care Pulse to survey her clients and caregivers as an independent third party and turn their feedback into reports she could use to power improvement.