We recently connected with Victoria Bryant and have shared our conversation below.
Victoria , looking forward to hearing all of your stories today. Let’s start with what makes profitability in your industry a challenge – what would you say is the biggest challenge?
Our biggest challenge like all businesses after the pandemic is staffing. Maintaining a health pool of employees continuées to change how we employ to to serve our largest demographics, our elderly clients.
Victoria , love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?
I am a pharmacist by trade. Twenty years ago while working with critical ill patients at the VA Hospital, I saw a great need in keeping elderly patients out of the hospital with proper in home care. I saw a problem that could be solved by offering caring professional caregivers to assist the patients after they are discharged from the hospital. The tasks we take for granted everyday is now a burden and difficult for someone who is weak, not at their best health and the stress of every day life. By providing help with activities of daily living, physical and personal care, patients and their families have a peace of mind during their recovery.
How did you put together the initial capital you needed to start your business?
Starting a business is not easy. I had a full time job and wasn’t sure if 80 hours a week was doable. I think having grit, believing in what you are doing and having passion about your business are important. There are many times where it gets difficult and I want to quit. Patients are demanding, staffing shortage, the competition and staying afloat are just some challenges. But then I think about how I love the service we provide. I think about all the patients and families we have helped. I think about the value and the problems we have solved for many families who depend on us daily. At the end, I chose this business over and over. We will celebrate 20 years next year.
Any fun sales or marketing stories?
I remembered after 10 years being in business and you would think you’ve learned everything. One day it hit me like a brick that my greatest asset was not Inventory., but I t was my staff from the office staff to the field staff. I sent out a memo and ultimatum that we were doing business differently. They can either change and come with us or find another job. I had four office staff at that time and within 3 months, it was just me. I had to start over with new supervising staff. It was a scary stressful time for me. I was oncall day and night. When you have to carry the entire load by yourself and at any moment was my breaking point. I had to make a change from the top down. Revamp the system and at the end our turnover rate went from 69% to 25% while the industry continued to stay at a 69% turnover rate. I implemented training processes, focused on education, and on employee development. This has worked for us after ten years and we still build and improve these processes. The truth is after 19 years, I am still learning.