FOCUS YOUR LENS: Why Most Teams Miss the Mark — And How to Fix It 

Let’s pretend for a second you’re a professional photographer. 

You just wrapped a big shoot — it was fast-paced, high pressure, and you didn’t have time to double-check your shots. But you trust your gear. You’re confident in your skills. No need to stress, right? 

Then you get home, download the photos… and they’re all blurry. Out of focus. Useless. 

Wasted time. Wasted energy. And a very unhappy client. 

This is what happens in your home care business when you build a team, but never pause to “adjust the lens.” 

Meaning: you don’t get clear on who’s doing what, how they’re performing, or whether they’re even aligned with your mission and goals in the first place. 

And let me tell you — I’ve lived this firsthand. 

There was a point in my home care business where everything got so chaotic and misaligned that my office team wanted out because they couldn’t handle the chaos.  Not only that, but I was leaking profit and I didn’t even know it.  

It wasn’t a “bad team.” They were good people. But the structure, the clarity, the focus — it wasn’t there. And without that, even the best employees become frustrated, disengaged, or worse… destructive to your momentum. 

Here’s the truth: If your team is out of focus, your results will be too. 

If you’re serious about scaling your agency — to $2M, $5M, $10M+ — then building a focused, empowered, and accountable team is non-negotiable. 

So how do we fix it? 

Below are the same 5 steps I used to refocus my business — plus a few key leadership principles I teach my mastermind clients to build elite, self-managing teams. 

Step 1: List Every Task — Yes, Every Single One 

This might seem basic, and might feel tedious…..but stay with me. 

Write down every single task that’s being done in your business — from scheduling shifts, to onboarding caregivers, to refilling the coffee in the break room. 

Then break it into categories: admin, scheduling, marketing, recruiting, financial, clinical, etc. 

Why this matters: You can’t optimize what you don’t see. And most agency owners are shocked when they do this and realize how many balls they’re juggling — or worse, how many critical tasks are falling through the cracks. 

Leadership Tip: What gets delegated gets done — but only if it’s written, clear, and assigned. 

Step 2: Identify Strengths + Gaps on Your Team 

Now that you know what needs to get done, the next question is: who’s the best person to do it? 

This means understanding your team’s skill sets — their strengths, their blind spots, and their natural behavior styles. Tools like DISC or Kolbe can help here, but don’t overcomplicate it. Ask questions. Observe. Have open conversations. 

You might discover, for example, that your “scheduler” is secretly a rockstar at sales. Or that your admin hates spreadsheets but thrives in client-facing roles. 

Leadership Tip: Great leaders put people in the right seats — not just the open ones. 

“Positioning your people around their strengths is the fastest way to unlock productivity and morale.” 

Step 3: Redesign Roles Around Results — Not Titles 

This is where most owners get stuck. 

You hired someone as a “care coordinator,” but based on what you’ve uncovered, they’d thrive in recruiting. 

Or maybe your admin can handle caregiver onboarding better than your ops manager. 

That’s okay. 

You’re not locked into static job descriptions. 

In fact, the best businesses evolve roles as they grow. You can (and should) adjust responsibilities based on capacity, skills, and strategic need. 

Don’t be afraid to restructure — as long as it serves your vision and gets buy-in from the team.  And when you do this effectively, the reality is that everyone becomes happier because they are now doing what they are good at, and the results are showing in productivity.  

Leadership Tip: People support what they help create. So involve them in the process when shifting roles or expectations. 

Step 4: Check Your “Salary Cap” 

Before you start adding more people to the payroll, you’ve got to get honest about what you’re spending on labor — and whether it’s paying off. 

Industry standard suggests that total salaries (including a fair replacement cost for your role) should be 12–15% of revenue. 

If you’re at 20% and still feeling overwhelmed — It’s likely a systems issue and your team is underperforming. 

If you’re at 10% and your team’s drowning — it may be time to hire. 

Measure it. Don’t guess. 

Leadership Tip: Build lean, high-performing teams — not bloated payrolls. Every hire should have a clear ROI path. 

Step 5: Create Role-Specific KPIs 

“What gets measured gets managed.” — Peter Drucker 

If your team isn’t producing consistent results, it’s usually because they’re not clear on what success looks like. 

Every key role in your agency should have 2–5 KPIs tied to their job. 

Some examples: 

• Scheduler: Overtime hours / Fill rate / Missed shifts 

• Recruiter: Interviews booked / Hires per month / Interview Show-up rate 

• Marketer: Referral source visits / New client leads / Conversion rate 

• Caregiver Retention Lead: Caregiver engagement score / Retention rate 

• Financial: Payroll/billing done by Monday 3PM; DSO below 5 days; 

Make it measurable. Make it visible. Review it weekly. 

Leadership Tip: Accountability isn’t micromanagement — it’s clarity. When people know how they’re measured, they show up differently. 

Bonus: Clarify & Communicate Your Vision. Often. 

You can have all the right tasks, people, and KPIs… but if no one knows where the ship is sailing — they’re just rowing in circles. 

Your team needs to hear: 

• What you’re building 

• Why it matters 

• How they fit into it 

• And what success looks like at every level 

Repeat it often. Vision leaks without repetition. 

Leadership Tip: Your job isn’t just to lead operations — it’s to lead hearts and minds. That’s how you build buy-in and momentum. 

Final Thought: When the Lens is Sharp, Everything Changes 

Let me bring it full circle. 

Just like that blurry photo shoot — when your team is unfocused, unaligned, and under-led, the results will always disappoint. You’ll feel like you’re spinning your wheels, constantly fixing problems instead of driving progress. 

But when you stop, adjust the lens, and lead with intention? 

Everything starts to sharpen. 

• Your team gets more engaged. 

• Your operations get tighter. 

• Your culture strengthens. 

• And your clients feel the difference. 

Bottom line: The clearer your vision, the stronger your team’s execution. 

Ready to Lead at a Higher Level? 

If this hit home and you’re looking for real tools to align your team, grow your agency, and lead with more clarity — this is your next step. 

Our Home Care CEO Mastermind is where serious agency owners come together to scale. 

We go deep on systems, leadership, and strategy — with a vetted group of high-level operators who are doing the work and getting real results. 

If you’re tired of going it alone… 

If you’re done spinning your wheels with the wrong team or no clear plan… 
And if you know it’s time to step into your next level of growth… 

Click here to learn more and apply 

Important: This is an application-only group — not everyone gets in. But if you’re the right fit, this could change everything. 

Let’s build the agency you know you’re capable of — together. 

Article By Gregg Mazza