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Fatou Ceesay – Cairasu Home Care
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You have found
Authentic Business Adventures,
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the business program that brings you
the struggle stories
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and triumphant successes
of business owners across the land.
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Downloadable audio episodes can be found in the podcast
link, found at drawincustomers.com
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We are locally underwritten
by the Bank of Sun Prairie.
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My name is James Kademan, entrepreneur,
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author, speaker, and helpful coach to
small business owners across the country.
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And today we’re welcoming/preparing
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to learn from Fatou Ceesay,
owner of Cairasu Home Care.
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And I got to say I’m excited
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because every time I meet
with Fatou and I’ve known you, oh,
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my gosh, long time, but I never
really knew much about your business.
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I guess I just knew you through
networking and stuff like that.
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I didn’t realize how big
and cool your business is.
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All right.
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Well, now you know.
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Now I know and soon the world will know.
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Let’s just start with what
is Cairasu Home Care?
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Cairasu, by the way,
thank you for having me and thank you
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for all you do to get small
businesses out there.
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Oh, I love it.
It’s fun.
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Yeah.
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So Cairasu Home Care has been
10 years now since we started it.
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It’s an in home care services
for elderlies within Dane County.
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Our main goal is to help our seniors stay
in their homes for as long as possible,
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which we know majority
of seniors want to do.
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So being there to help them with whether
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it’s their personal care needs,
their home chores, their medical
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appointments,
making sure they’re taking their
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medications, things of that nature,
things that will keep them safe at home.
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All right.
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And I imagine you definitely have job or
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business security, really, because
people keep coming to the Madison area or
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just everywhere, and people keep getting
old, whether they like it or not.
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We’re all aging.
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Here we are.
So it’s interesting.
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How did you end up in this industry?
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It’s interesting that you actually
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ask that because this is not
an industry that is familiar to me growing up.
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I’m from the Gambia,
that’s in West Africa.
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Okay.
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And there is no such thing as
like in home care or nursing home where
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people, professionals go into other
people’s places and work with them.
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So what we know there is
families caring for families.
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Then I come here and a family
friend introduced me to home care.
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The way it happened was more of, oh,
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that’s what she wanted to do
because she moved in here.
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And she asked me and I’m like, hey,
I had no idea.
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I didn’t even know that such things exist.
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Long story short, she find a job
herself, which was in home care.
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She moved from a different state.
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From the state that she was,
that’s what she was doing.
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Now when she got that job, she said, my
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company is hiring and
you should apply there.
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I’m like, no,
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I don’t know that I can
do this at the time.
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At the time, I was actually working
in a department store.
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That’s what I was doing.
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Very different thing.
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Although the customer service thing
will follow you anywhere you go.
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But other than that,
this one is health care.
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Anyways, long story short, I
applied for that job, I got it.
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That was my introduction to
working with elderly and I loved it.
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Never gone back since.
All right.
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Well, you touched on a few points here.
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I want to touch on something that I guess
it never even dawned on me.
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Were you in Africa,
they don’t have something like that,
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I imagine, because extended
family is just taking care of everyone.
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It’s just a cultural norm.
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It’s a cultural norm that families
take care of families.
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In fact, in a very,
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I don’t want to say secretive way,
but it’s protecting somebody’s dignity
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in a way that you don’t want everybody
coming to see all that is happening.
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I think aging folks have challenges.
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For instance, let’s use personal care,
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bathing, or taking
someone to the bathroom.
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A lot of families would not want
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someone outside of their family
to do that with their parents.
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Got it.
Okay.
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Yeah.
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So in a way of protecting their
dignity, that’s what that is.
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All right.
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It’s interesting you say that because my
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dad, I don’t know, this is
probably a year ago now.
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He was in the hospital for…
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He had a stroke.
It was interesting.
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He gets out and he’s still going through
the physical therapy and stuff like that.
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And he told me
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when you end up in the hospital,
dignity is gone because he had to…
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I mean, he just couldn’t move
the majority of his body.
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So it’s interesting how
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we try to go through life,
taking care of ourselves, being
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independent, helping other
people where we can.
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You’re worried about looks
and stuff like that.
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And then something like that happens.
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And then all of a sudden,
what was important to you
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minutes ago.
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Is not even on the radar.
No.
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It’s interesting how life
changes so quickly like that.
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That is true.
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So it had to be an interesting
paradigm shift.
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And I guess I never even
thought about it I guess when
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it comes to different cultures,
the way that they treat or care for
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elderly, because there’s
elderly people everywhere.
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I guess that makes sense that it’s different.
Yeah.
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For our culture, it’s more of more
like, this is what we should do.
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This is what we will do.
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It’s a cycle of life.
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Come in and somebody is taking care of you
and you get to a certain stage,
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you’re independent
and you move on to your life,
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do everything, you get to a certain
point and you can do things.
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The ones that you cared for
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previously and those people are coming
back to your life to care for you.
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I think that interdependence of family
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units, that’s just the way it
has been and still is.
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In my country, that didn’t change.
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Because to this day, there is no like, oh,
this is the senior care living facility.
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No.
They don’t have that?
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No, we don’t have that.
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Which means everybody ages in place,
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ages at home and their
families take care of them.
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Wow.
All right.
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Interesting.
So you come here to the States,
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your friend says, hey, do this thing that
essentially you’ve never heard of or.
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Wonder why.
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And
what was the driving force for you to say,
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sure, I’ll leave the department
store and do this?
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Was it curiosity?
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Was it taking care of people?
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Tell me, what was the initial attraction?
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Well, when.
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She explained it, she explained to me what
they do and she think that I would do it.
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I was like, okay, I’ll give it a try.
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It’s just a matter of wanting
to try if I can do it.
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But also it’s more of being able
to help someone in that face of life.
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I grew up with my grandparents around me.
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I feel like, Okay,
let’s give it a try and see.
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But like I said, I just
completely loved it.
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I just completely love it.
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Then
from there working for different agencies,
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different health care facilities,
then I decided that, well,
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if this is what I’m going to be doing,
I might as well get my own business.
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But that also was triggered by
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a family that I work
with that were my private clients.
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They eventually moved to a
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facility and the transition was very
difficult, very emotionally demanding.
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On them and of course,
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on everybody around them because
that wasn’t what they wanted to do.
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They didn’t want to move from their home
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but the husband,
Paul, he fell and then moved to…
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He was taken to the hospital,
from hospital to a nursing home.
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The family decided they were
going to move their mom too.
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So this was a very challenging thing to
work with them in that process.
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I thought if I can help one, two, three
people stay at home, I will do that.
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That’s how I launched Kaira Sioux.
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When you.
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Launched Kaira Sioux,
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right before I should say, did you have
any desire to own your own business?
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Or you just felt like there’s a better way
so that caused you to start a business?
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Well, here’s the thing.
I came from an entrepreneurial background.
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My family runs businesses, I should say.
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Even before I came to this country,
I own my own business.
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Nice.
Okay.
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Owning this business wasn’t familiar
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because it’s health care, but owning
a business was a familiar territory.
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Got you.
Okay.
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Being an entrepreneur,
that wasn’t new or anything like that.
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That was old.
No, that wasn’t new.
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Going into this industry is new,
but being an entrepreneur, it wasn’t new.
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Got you.
There was no fear, I should say,
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on your end, of starting a business
specifically in this area
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because you had the experience, you
had the entrepreneurial experience
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and you’re like, Hey,
chocolate, peanut butter, here we go.
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Let’s make a thing and get it going thing.
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I wouldn’t totally say it that.
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Way because it’s a different place, too.
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Doing a business in Game, it’s
different from doing a business here.
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And doing any business is different
from being in health care business.
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Oh, my gosh.
I can only imagine.
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The paperwork.
That is involved.
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That comes with its own challenges.
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I wouldn’t say that.
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I definitely get
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into the business with some confidence,
but again, with some anxiety as well.
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All right.
That’s fair.
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Maybe lack of fear,
maybe that was too strong.
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I guess maybe confidence
that it could be done.
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Yes.
All right.
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Got it.
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When you started your business,
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was it just you or did you get
employees right off the bat?
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How did that work?
It was just me at the beginning.
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It was just.
Me at the beginning.
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Then when I got a few more clients,
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then I added one part time,
and then it kept growing.
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Today day.
All right.
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So when you first started,
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was the intention
to grow the business to the point that you
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have employees and you
were managing them thing?
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Yeah, definitely.
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Okay, got you.
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I love that you had growth in mind.
That’s perfect.
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Yes.
Excellent.
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When you eat, well, let’s back up a step.
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To get your first client,
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was this the client that you already had,
family friend thing?
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Yeah, that was the client
that I already had.
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And then, of course,
this other family that I
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had explained, their
son is a doctor in one of the hospitals.
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So he was able to talk to his colleagues
about what I do and how they were
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satisfied with
me and my services to their parents.
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Super.
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That opened up doors for people
to get referrals to us.
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All right.
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So I decision with a business like that,
just like many other businesses,
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growth is somewhat of a roller coaster
that’s broadly going up,
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but there’s still the point where you get
some clients, you get a lot of clients.
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Now we’re getting to the point that we’re
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almost bursting at the same team,
so we have to add an employee.
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So now we’re a little cool.
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We have more work than…
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I’m sorry, we have more
people than we have work.
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Then we got to go back up.
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Same thing, rinse, repeat,
up in this jagged staircase, so to speak.
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I like how you say, rinse, repeat.
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Rince, sure, please.
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Ranking, send, repeat.
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Rince, repeat.
Yeah.
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When you first got your employee,
I imagine that had to be a challenge
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because employees just getting
employees universally is a challenge.
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But you’re asking someone to join the one
person company, which I’ve been there too.
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Tell me about that story
about how you found
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your first employee and how it worked out,
keeping track of them,
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making sure they did the job while
you were also doing your job.
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That’s right.
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My first employee was
within my inner circle.
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I had approached her and said, I have
more clients than I can do at this point.
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I’m looking to hire someone.
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S he said, I’m ready if
you want to hire me.
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I was like, sure.
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We started that way, did our due diligence
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of how paperwork should be done,
making sure that we’re staying
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in compliance because that is
the path that was big for me
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to be able to do it and do it
right. W
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e did all of what we need to do
from background check to having
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documentation of, Oh,
we call this reference.
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This is what they said.
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Having all those things lined up
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to ensure that the folder, the employee
file have everything that should go in.
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So yeah, that’s how that went.
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And like I said, I didn’t look back since.
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All right.
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So I love that you created systems
and documentation
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for when we add an employee,
these are the steps that we need to take.
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So it’s not just flying by the seat
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of your pants every day, like, hey,
to add an employee,
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we got to do step number one, two,
three, move on, all that jazz.
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So that is super cool.
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I still find companies that have
dozens of employees that don’t have that.
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Well, I think it’s different
when you are an immigrant.
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Okay.
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Because like me,
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I don’t want to do anything
wrong when it comes to government.
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Got you.
Okay.
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When you’re dealing with the system,
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you better make sure
that you’re doing it right.
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That will be true for a lot of immigrant
companies that you will come across.
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They will try to do things by to the T
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because they don’t want
to mess with the system.
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All right.
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I never even considered that.
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Well, because you’re from here.
Sure.
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I never never.
Well, yeah, I guess that.
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And the industries that I’ve been in,
it’s so interesting because I talked to
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my sister, for example, she does hair
and she’s moved around in states.
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And the hoops that she had to jump through
in different states just to do hair
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blew my mind because I’m like,
I’m going into places.
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This is before my first business.
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I was fixing printers and stuff like that.
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And they have a print repair business,
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you pretty much just say that you
have a printer repair business.
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That’s it.
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And I think a lot
of businesses are like that.
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With what you’re doing where you’re going
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in people’s houses,
health care type stuff, I mean.
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The certifications.
It’s a whole different industry.
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It’s a whole different industry.
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I can’t even imagine.
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I’m not much of a paperwork guy just
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because I have a very hard time
concentrating on stuff like that.
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And the industry that you’re in,
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I can imagine, like to cross your T’s,
it’s got to be difficult because I guess
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getting on the side tangent here,
we have employees in different states.
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Just dealing with different states
with their different payroll tax.
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I have a state that I’m trying to pay
payroll tax to.
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I have money.
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I’m trying to pay you money
for any other business in the world.
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They would make this relatively easy.
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Because businesses live to bring in cash.
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But this particular state is like,
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We’re going to put in more hoops
for you to jump through to pay us.
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I keep thinking,
you don’t need more hoops.
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I got the money.
I want to pay you the money.
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Let me pay you the money.
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Let’s do it and get it done with.
Yeah.
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So I can only imagine with you, sometimes
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they don’t even tell you there’s hoops
until you don’t jump through them.
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Then they say, Why didn’t
you jump through this hoop?
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That’s.
Right.
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I never knew about the hoop.
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So I can imagine something like what you
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guys get going on until you’ve
been doing it for a while.
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You probably have to think
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or ask a bunch of people
in government or wherever and just figure
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out what are the hoops that we have
to jump through and when and how.
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And do we have to go face.
First or feet first or whatever?
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It’s definitely not a business
where you just go from saying, Oh,
[00:18:45.630]
I want to open this, and just go and do
whatever paperwork you need to open it.
[00:18:51.390]
No, there is a lot that’s involved,
background work that is done
[00:18:56.170]
before you get to that point,
including your business plan
[00:19:01.680]
and dealing with licensing
as far as accreditations.
[00:19:08.770]
You’re going to be dealing with
[00:19:10.840]
a system to approve that you can actually
do this and upgrade it and all that.
[00:19:16.280]
All right.
[00:19:17.490]
So you’ve grown now.
[00:19:18.990]
How many employees do you have?
[00:19:22.120]
I think 76.
Seventy six.
[00:19:25.550]
Holy cow.
[00:19:27.280]
So over the course of 10 years,
you went from you to 70 plus employees.
[00:19:32.830]
That is crazy impressive.
[00:19:34.520]
The.
[00:19:35.680]
Clients that you’re getting,
[00:19:36.710]
is it still through referrals
or how do you get a lot of clients now?
[00:19:41.410]
We get our clients in many different ways.
[00:19:46.490]
Definitely referrals, people who knew us.
[00:19:49.770]
But we also get it from state.
[00:19:52.990]
We get it from the VA
because we have contracts.
[00:19:58.120]
We get it from other
state county entities.
[00:20:02.930]
So the big systems were
contracted with all of them.
[00:20:09.730]
All right.
Get our clients through that.
[00:20:11.790]
Long term care insurance.
[00:20:14.840]
And I imagine for each one of those,
you have to jump through hoops that they
[00:20:18.110]
know you exist, they trust you,
and they can start referring clients.
[00:20:21.840]
To you.
Yeah, it all takes time.
[00:20:24.840]
It’s a process.
[00:20:26.600]
At what point in your business did you
[00:20:29.030]
have to start going from,
I’m getting referrals,
[00:20:31.430]
we got a few employees, we’re going cool,
to, Hey, I have to broaden the
[00:20:39.840]
industry’s awareness of my existence
so we can get clients from other places.
[00:20:44.560]
It’s an interesting thing.
[00:20:45.590]
I think from when I was talking to you
before, the volume of people that need
[00:20:51.930]
services like you have
and the volume of businesses
[00:20:55.080]
and employees that are actually taking
care of people doing services you have,
[00:20:58.280]
there’s a huge huge
discrepancy where there’s way more clients
[00:21:02.210]
than they are actually
businesses to help them.
[00:21:04.520]
Is that right?
That is very true.
[00:21:07.600]
That’s worse now, I think.
[00:21:10.350]
Worst now?
Yeah.
[00:21:12.070]
Just because there is
like a shortage in the industry for…
[00:21:15.550]
I mean, there’s worker shortage anyways
[00:21:18.800]
for all industry,
but it’s worse for health care.
[00:21:21.770]
So you have all these people
that need services and then you’re having
[00:21:26.430]
to decline every single time because
you don’t have enough staff.
[00:21:31.510]
So there is more people needing services
than there is people providing services.
[00:21:39.920]
All right.
So you, I guess, realistically,
[00:21:43.320]
does that mean that you could
grow your business even more?
[00:21:46.880]
I could if I have the staff.
There’s a little.
[00:21:50.520]
Caveat there.
That’s the catch.
[00:21:52.560]
Yeah.
[00:21:53.730]
All we need is people, and we can
take care of more people, right?
[00:21:57.640]
That’s funny.
Yeah.
[00:21:59.350]
Staffing is the limitation at this point.
All right.
[00:22:03.770]
And has that always been an issue?
[00:22:07.600]
It’s getting bad.
[00:22:10.360]
It wasn’t as bad as it is now.
Okay.
[00:22:13.510]
Definitely not.
[00:22:14.730]
And is that because of pandemic?
[00:22:16.690]
Is that people are just getting
out or not entering the industry?
[00:22:20.320]
Or what do you attribute that to?
[00:22:21.810]
Well, I think it’s both the pandemic
[00:22:26.360]
but also the growth of the
more how people are aging.
[00:22:33.120]
There is a lot of aging people out there,
[00:22:35.690]
but there is a lot of people who had
either went to a different industry.
[00:22:44.600]
Or.
Or had maybe started their own businesses
[00:22:47.410]
of various things that
staffing is now an issue of.
[00:22:52.880]
Maybe they’re not working, who knows?
[00:22:54.590]
It’s a different things.
[00:22:56.880]
Got you.
[00:22:58.480]
With this industry as a whole,
[00:23:02.290]
just the clients that you’re taking care
of, I imagine, eventually pass.
[00:23:06.810]
So you’re constantly
having to get new clients.
[00:23:10.760]
Is that a challenge at all?
[00:23:13.010]
That is the challenge about that is
[00:23:18.000]
I always say when we lost a client,
there’s two losses that happens there.
[00:23:26.600]
We lost someone we love.
Because.
[00:23:29.490]
We get connected to our clients.
[00:23:31.290]
Our services are very personalized
[00:23:34.680]
and those clients are part
of our carousel family.
[00:23:39.930]
That loss is there.
[00:23:42.290]
We grieve that but then we also lost the
income that is coming from that services.
[00:23:49.650]
Now, replacing that is not much
[00:23:54.880]
of a big problem now
as far as the income replacement because I
[00:24:02.000]
don’t know if I told you this before,
but especially during this pandemic,
[00:24:05.470]
we were at a point where we have
people on the waiting list because.
[00:24:10.600]
We don’t have.
Enough people.
[00:24:12.410]
So you can always go back to either those
on the waiting list or your referral
[00:24:17.800]
folks, entities and say, Hey,
I have an opening.
[00:24:21.870]
So if you have someone and likelihood
within a day or two, you’ll feel bad.
[00:24:28.310]
Is that quick?
Yeah.
[00:24:30.290]
Oh, wow.
[00:24:31.880]
I don’t know if it’s good or bad.
[00:24:33.490]
I feel like from business wise,
that’s super good.
[00:24:37.170]
But from an industry, I’m like, Holy cow.
[00:24:39.630]
That’s a huge weight list then.
[00:24:42.570]
Yeah.
Interesting.
[00:24:44.250]
And what are the people, like your
[00:24:46.650]
clients, what are they
doing in the meantime?
[00:24:49.440]
So they’re in this weight list.
[00:24:50.440]
That doesn’t mean that
they’re necessarily…
[00:24:52.320]
They’re like, Okay, I won’t get
sick or old until you’re ready.
[00:24:55.920]
I’m sure.
They are on different
[00:24:57.690]
agencies’ weight list because they
would be also shopping around.
[00:25:01.510]
So if anybody got opening,
they would be calling you.
[00:25:04.350]
They had times that you call a client
[00:25:06.690]
and they already have services,
which is wonderful.
[00:25:09.230]
That’s what we want to hear.
[00:25:13.000]
Interesting.
So if you were to do this differently,
[00:25:15.480]
let’s just say 10 years ago or even let’s
go nine years ago,
[00:25:18.360]
right after you got started enrolling,
what are some things that you would have
[00:25:21.970]
done differently
knowing what you know now?
[00:25:28.000]
One thing that I would do
differently is delegation.
[00:25:33.280]
Interesting.
Okay.
[00:25:33.990]
It took me time
to delegate certain things.
[00:25:42.040]
I always feel like I do
this, I do it better.
[00:25:47.810]
And then I don’t have as much of…
[00:25:53.250]
I don’t know
if this is the right word to say, like
[00:25:58.290]
confidence for somebody
to take over that part.
[00:26:02.290]
So if I was to do anything,
like if I was to do things all over,
[00:26:10.120]
I think I would delegate
sooner than I had waited.
[00:26:13.530]
Now I delegate.
[00:26:16.810]
Not a necessity, I suppose.
[00:26:18.970]
Yes, I do.
[00:26:20.490]
I’m comfortable doing that now.
[00:26:23.930]
But it took me a few years to get to a
point where I’m comfortable with that.
[00:26:30.730]
But there is also an advantage
in the fact that I
[00:26:37.080]
can touch on any part of the business
and do something and make it work.
[00:26:44.920]
Not that I’m going to enjoy
every part of the business doing…
[00:26:50.080]
For me, visiting with clients
would be top priority
[00:26:53.210]
of things that I enjoy most than
sitting here and doing my paperwork.
[00:26:58.810]
Although I don’t do the client visits
in the caregiving
[00:27:05.690]
role now, but knowing that if it comes
down to it, I can just get up and go help
[00:27:12.490]
someone because I have the skills. I f
I needed to submit a claim because
[00:27:21.120]
I didn’t have staff or
something, I know that.
[00:27:25.120]
There is
[00:27:26.880]
a good thing in knowing all aspects
of those, but it’s good to be able to just
[00:27:34.490]
let go and give other people
what they do best to do that.
[00:27:42.400]
What is the freedom in that?
[00:27:43.350]
I didn’t get to that point
sooner than I should.
[00:27:47.170]
I think you and just about
every entrepreneur out.
[00:27:50.320]
There.
Because I feel like there’s a little bit
[00:27:52.990]
of ego or pride
in that we know how to do it.
[00:27:57.200]
We’re super awesome at doing it,
so we’re just going to do it.
[00:27:59.590]
Because this is going to take me
longer to explain to you how to do it.
[00:28:03.480]
But then there comes a point
where that can’t scale.
[00:28:05.870]
You can’t grow.
You cannot grow.
[00:28:08.040]
With that.
Yeah, you only get 24 hours in the day.
[00:28:10.310]
A few of those hours,
you have to actually sleep.
[00:28:13.000]
And it’s cool to have a social life
[00:28:14.440]
outside of work. whatever. And
so eventually you just have.
[00:28:17.000]
To get there.
[00:28:17.470]
And I think also we want to be
protective of the business.
[00:28:21.730]
Very true.
[00:28:22.810]
So extremely true.
[00:28:24.210]
Yeah, protective.
Yeah.
[00:28:26.550]
Yeah, it’s interesting because
I think there comes a time
[00:28:30.640]
when we have to realize that we have
to delegate
[00:28:33.650]
and we cannot assume that what we delegate
is going to be done perfectly or
[00:28:38.650]
maybe perfectly is not the best word,
but as exactly as we would have done it.
[00:28:42.560]
Maybe better.
[00:28:42.840]
Maybe worse, but we just have to trust or
accept that some things are going to be
[00:28:49.120]
done differently than we
would have done them.
[00:28:50.750]
Yeah, and we have to be okay with that.
Right.
[00:28:53.720]
And they got done.
Okay with that.
[00:28:56.650]
When you experience it and it happens, oh,
[00:29:00.350]
that went well actually,
that’s going okay.
[00:29:04.350]
That’s good.
[00:29:05.390]
It’s like, oh, okay.
Right.
[00:29:08.590]
You’re working towards a
higher quality problem.
[00:29:13.320]
Lower laundry list.
Cool.
[00:29:15.490]
So as you grow, I imagine, 76 employees
that I’m guessing you have to have other
[00:29:20.690]
managers and stuff like that to help you
keep track of all that.
[00:29:24.480]
Absolutely.
Tell us about hiring and training
[00:29:28.600]
and keeping tabs on them to make
sure that they’re doing their job.
[00:29:31.250]
How do you keep track of all that?
[00:29:36.920]
That’s a whole bunch of questions there.
[00:29:39.920]
Let’s start with hiring a manager.
[00:29:41.390]
We’ll dissect them.
[00:29:43.970]
Let’s start with hiring
one because hiring.
[00:29:48.920]
Is a process where we have multiple
[00:29:53.520]
layers to it,
from when they submit the application to
[00:29:58.730]
the interview, phase of the hiring and
the reference check part of it.
[00:30:07.710]
There’s all these layers and then
the background checks and all that stuff
[00:30:14.280]
to a point where you get to this is
a good fit or this is not a good fit.
[00:30:20.290]
That happens.
[00:30:21.690]
Then the other thing about
[00:30:28.440]
management, to ensure that they
are doing what they need to do.
[00:30:33.810]
There’s multiple ways that happens.
[00:30:37.170]
One way is you have assigned supervisor.
[00:30:43.120]
That supervisor is responsible
for the team that they supervise.
[00:30:48.210]
They know what the schedule is,
[00:30:50.870]
they know who they are working with,
and they can mitigate that part.
[00:30:57.490]
The other part is that we also use an app
where people,
[00:31:02.630]
when they get to the client’s place,
they log in to that app
[00:31:07.410]
and they will also put in
when they are going, they will log out.
[00:31:12.350]
But not only that, they will also be able
to put in what we call visit notes,
[00:31:18.490]
all the things that they’ve done
while they are with the client.
[00:31:23.320]
Again, that gives that supervisor
a way to be able to
[00:31:29.450]
see, and you can get on the app and see
who’s logged in, who’s not logged in.
[00:31:34.570]
And as a supervisor,
you know whose schedule is what.
[00:31:37.690]
So another way for quality assurance
to check on those things to ensure
[00:31:42.600]
and say, Oh, you were supposed to be at
this place, but I didn’t see any login.
[00:31:46.680]
What’s going on?
Are you at work?
[00:31:48.200]
Are you not?
[00:31:49.840]
Sometimes it might be that they are
[00:31:51.630]
at work, but they forgot
to log in to the system.
[00:31:55.410]
But again, that’s how you keep
track of what’s going on.
[00:31:59.470]
All right.
Interesting.
[00:32:01.640]
Tell me about employees that you’ve had to
[00:32:03.730]
deal with or employee challenges,
because I imagine
[00:32:08.600]
a no call no show person at a fast food
restaurant, you can just absorb it.
[00:32:16.760]
The rest of the people that showed up,
[00:32:18.350]
they got to work around
that extra work, so to speak.
[00:32:22.350]
But for something like you do,
where I imagine a lot of it’s one on.
[00:32:26.280]
One.
[00:32:27.320]
Do you have to have spare employees or
how do you ow do you work with that?
[00:32:31.910]
Which I imagine it’s become more
[00:32:33.770]
common in the past few years,
I think, but it’s a thing.
[00:32:37.840]
So how do you work with that?
Yeah.
[00:32:40.360]
So if we have a call
in or you have a no call, no show,
[00:32:46.910]
which is like, okay, you don’t
belong here if you’re doing that.
[00:32:51.080]
But I would say if we have a call in,
there is priority on how that is done.
[00:33:00.490]
So say we have a call in with somebody
who needs total care, right?
[00:33:07.050]
And you’re going to have
[00:33:10.650]
the team within because not
only one person works for that client
[00:33:16.050]
and that’s it, you have
to have a backup for them.
[00:33:19.250]
So you tap into that backup
to see who’s available
[00:33:23.010]
there to go to that client because those
people are trained with that client.
[00:33:29.560]
And f that individual, let’s say,
if that client
[00:33:38.400]
is not a total care, they’re independent,
maybe they need just supportive home care.
[00:33:44.730]
They need companionship.
[00:33:46.970]
And then you have someone else who needs
[00:33:49.050]
coverage for
total care,
[00:33:53.290]
maybe this client who needs companionship
staff is going to move to the one
[00:33:57.810]
that needs total care because
that one cannot get out of bed.
[00:34:02.200]
If.
[00:34:03.360]
No one shows up.
[00:34:05.440]
So obviously, at that point,
you’re working on priority of.
[00:34:12.320]
Sure.
[00:34:13.600]
All right.
[00:34:15.360]
So it may not be that this individual
who needs companionship is not going
[00:34:18.910]
to get it, but they’re not going to get
it at noon when they wanted it that time.
[00:34:24.610]
But they might get it at three.
[00:34:27.610]
Got it.
Okay.
[00:34:29.490]
So you just adapt, essentially.
That’s.
[00:34:32.000]
Right.
Got it.
[00:34:33.800]
So one of the things that I find very
interesting about the industry that you’re
[00:34:36.850]
in and a lot of other industries where I
would say that care and empathy are
[00:34:42.130]
strong disciplines that you have to have,
those I don’t want to say that they
[00:34:46.070]
necessarily go against
direct entrepreneurship
[00:34:49.880]
thing, but typical entrepreneurship,
you think of fears, driven
[00:34:54.600]
growth mindset thing, and they don’t
always coincide with empathy and care.
[00:35:01.240]
But you, I can tell that you have both.
[00:35:03.370]
How do you keep yourself
sane, having all of those qualities
[00:35:08.200]
in your personality
where driven for growth of the business,
[00:35:11.110]
but also caring for your
employees and your clients?
[00:35:16.400]
You have to be able to do all of that
in order to build a successful business.
[00:35:26.200]
Like you said, we’re in a care industry
that calls for compassion and empathy.
[00:35:32.090]
You have to be able to
[00:35:36.850]
carry all of that and be caring,
be very hands on with things.
[00:35:44.370]
But at the same time,
[00:35:46.890]
that’s where you need the team
because, again, you cannot do it all.
[00:35:54.570]
You have to have the right
[00:35:56.330]
team, the right amount of people
that can support what your needs are.
[00:36:02.350]
And as you grow, you obviously add more
[00:36:04.770]
to support those needs that
the growing pains.
[00:36:12.840]
And like I said, too, it’s bringing the
people with the skill set that you need.
[00:36:18.490]
Because if you bring an accountant
to do the caregiving, that may not work.
[00:36:24.680]
Not.
So hot.
[00:36:26.490]
Yeah.
[00:36:27.890]
Or bring a caregiver to do accounting
work, that may not work either.
[00:36:31.890]
It’ll probably be worse.
Yeah.
[00:36:33.870]
Or put people where their
skill sets are needed.
[00:36:42.440]
All right.
[00:36:43.530]
Tell me about the name.
[00:36:45.160]
I’ve been meaning to ask you about this
for years, and I just always forget
[00:36:48.960]
until I get back in my car and it’s like,
I forgot to ask her about the name.
[00:36:52.530]
So carousel, it means peaceful home.
Oh.
[00:36:57.050]
Yeah, it is the Mandinca language,
and I’m from a Madinca tribe.
[00:37:03.360]
All right.
Peaceful home.
[00:37:04.930]
Peaceful home.
Do a lot of your clients know that?
[00:37:10.610]
Or do they?
[00:37:12.650]
Interestingly, they do act.
[00:37:15.030]
A lot of clients do ask on assessment.
[00:37:20.200]
When people go in there to assess them,
[00:37:22.910]
that’s when they say,
That name is different.
[00:37:26.150]
What does it mean?
[00:37:28.290]
It’s literally like you have to expect
[00:37:30.630]
that that’s going to come into
conversation because people like to know.
[00:37:34.680]
All right.
Very cool.
[00:37:36.670]
That’s clever.
[00:37:37.970]
I like it.
[00:37:39.130]
You lead me to ask a question that I
guess never really dawned on me.
[00:37:46.360]
I have a son.
[00:37:47.850]
We’re shopping for daycares.
[00:37:49.800]
And to me, that was the strangest thing
[00:37:51.630]
in the world
because we’re essentially shopping
[00:37:54.130]
for a person to take care of our
kid, which is just so weird.
[00:37:58.490]
I know.
And I.
[00:38:00.490]
Imagine when you’re shopping, so to speak,
for someone to take care of
[00:38:04.680]
a loved one that’s older, now
you got the same situation.
[00:38:07.790]
What should people look for in a company
[00:38:12.120]
or an organization that’s going
to take care of their loved one?
[00:38:15.160]
I didn’t even know what
to look for as my kid.
[00:38:18.370]
Looking for daycare.
[00:38:19.570]
I guess you have a roof.
[00:38:21.040]
I don’t know.
[00:38:22.200]
Yeah.
[00:38:23.370]
I would say be sure that they have
the human capital.
[00:38:32.930]
Human capital.
Okay.
[00:38:34.550]
You mean number of employees?
[00:38:36.810]
They have the staff.
Okay.
[00:38:38.650]
Because there’s a lot of places
that do not have staff.
[00:38:42.350]
They can get you.
[00:38:43.390]
And then the next thing you know,
two months down the line, you
[00:38:49.040]
have it today and then
tomorrow you don’t have it.
[00:38:51.360]
Because.
[00:38:52.840]
They don’t have staff.
[00:38:54.550]
So make sure that you know that this
company have staff for what you need.
[00:39:03.490]
Now, that’s one.
[00:39:06.890]
Two, inquire if the company
how they train their staff.
[00:39:14.130]
Again, skill sets become a thing.
[00:39:19.200]
You want to know if the staff that is
[00:39:21.410]
coming to work with your parents
have the skill set that you need.
[00:39:27.970]
That’s another thing.
[00:39:30.530]
Are these companies doing their due
diligence
[00:39:33.850]
to do all the vetting that they need
as far as background check
[00:39:38.810]
for the person that they’re going
to send to your parents’ home?
[00:39:44.160]
You want to know that.
[00:39:46.010]
You want to also know, how do I
[00:39:50.810]
communicate if
something is not going right?
[00:39:56.070]
What is the internal
communication process?
[00:39:59.050]
How does this process work?
[00:40:02.490]
You want to also know
[00:40:04.570]
that so that you know, oh, this is
the supervisor to my mom’s care team.
[00:40:13.370]
Let me call that individual.
[00:40:14.910]
They will have the answer that I’m looking
for, rather than call admin.
[00:40:21.150]
And admin is like, oh, okay, wait, let me
find out who this person’s supervisor is.
[00:40:30.640]
Having those logistics
basic things down would be important.
[00:40:37.190]
But yes, one, you want to know if they
[00:40:39.870]
have staff, if that staff is killed,
did they do the background checks?
[00:40:45.370]
I think those are important
things that you should know.
[00:40:49.430]
There are times that people inquire,
Oh, do you have insurance?
[00:40:54.160]
Is it bound there?
[00:40:55.970]
Well, I think that’s important
for your peace of mind.
[00:41:03.040]
I honestly don’t think anybody’s going
[00:41:04.350]
to operate something like
this without insurance.
[00:41:07.530]
Hope not.
[00:41:10.360]
Yeah.
[00:41:12.200]
No, I doubt that would be,
but you never know.
[00:41:16.850]
I know people do ask questions like that,
and I’m like, Why you even ask that?
[00:41:22.590]
Because you got to have insurance
to be able to do something like that.
[00:41:27.890]
But yeah.
[00:41:29.650]
Part of the reason,
[00:41:30.710]
and I’m speaking for people that I’ve
never met before, but I can see myself
[00:41:34.560]
asking that question because I
didn’t know what questions to ask.
[00:41:37.130]
Or it’s just.
[00:41:38.570]
One of those, I don’t want to sound
dumb, but in this case, I’m a moron.
[00:41:44.680]
And I don’t want to say,
[00:41:46.190]
I have no idea what to ask
because I’m essentially buying from you.
[00:41:51.070]
I mean, whatever.
[00:41:52.470]
So I’m asking a salesperson what
question to ask is not always ideal.
[00:41:56.970]
So it’s one of those,
yeah, and share this thing
[00:42:02.570]
because I want to ask some question,
but I don’t know what to ask.
[00:42:07.010]
I wouldn’t know what to ask.
[00:42:08.600]
Because you’re essentially asking like,
[00:42:10.200]
hey, are you going to take care of my
parent, make them feel good,
[00:42:13.870]
do everything they can to keep them alive
and happy as long as possible.
[00:42:19.000]
And.
[00:42:19.650]
I don’t know that anyone can necessarily
answer that easily because they don’t…
[00:42:24.590]
I mean, they’ve never
experienced time with your parent.
[00:42:27.760]
Maybe your parents are painting the butt.
[00:42:29.150]
I don’t know. t’s like there’s so many
variables that are based on human
[00:42:34.410]
personality,
where it’s not just a black and white
[00:42:36.930]
like, hey, I can fix your car thing
because I know how to fix cars.
[00:42:41.160]
When you’re taking care of a person,
there’s so much going on there.
[00:42:45.670]
And that is why insurance
should be thought of as already required.
[00:42:51.330]
And it is already required to do that.
[00:42:58.290]
Your first example at the beginning
[00:43:00.510]
of this discussion was like,
you do printing stuff, right?
[00:43:06.550]
So if you’re a printer salesperson,
[00:43:10.130]
that’s completely different
from providing health care services.
[00:43:16.560]
Insurance is critical in this case.
[00:43:21.970]
Well, even with printer repair, people
ask me if I was insured, so I get it.
[00:43:28.850]
It is whatever. Don’t break my $1,000
printer without insurance, right?
[00:43:37.600]
Yeah.
Unless you have insurance to fix it.
[00:43:41.760]
I remember the first time that I got
[00:43:43.150]
asked, and it was one of is like,
Yeah, I have insurance.
[00:43:47.210]
Why?
[00:43:48.610]
What could possibly happen
where insurance would be involved?
[00:43:52.550]
I’m just thinking, I take their
machine apart and I just walk away.
[00:43:57.800]
Is that a thing where
insurance gets involved?
[00:43:59.670]
You’re just like, Oh, that sucks.
[00:44:02.970]
It was a weird thing.
[00:44:05.160]
People involved, it’s a different
story because your liability.
[00:44:07.730]
Yeah, liability with people,
it goes way up.
[00:44:10.880]
Yeah, it’s a different story.
[00:44:12.330]
I mean, kudos to you because
I could never do what you do.
[00:44:15.530]
I could never do it.
[00:44:17.810]
Because one, just taking care of people
and the patience that’s needed for that.
[00:44:22.170]
I just have total respect for
[00:44:24.850]
anyone that’s in the field of care,
teaching, any of that.
[00:44:28.930]
So impressed by you guys.
[00:44:30.850]
On top of that, just dealing with the
employees, working with them, hiring them.
[00:44:37.370]
That’s a whole another thing.
[00:44:39.010]
And then I imagine, like you said,
you’re taking care of someone for,
[00:44:42.680]
I guess, I don’t know how
long you take care of them.
[00:44:43.960]
If it’s months or years,
but you get a connection.
[00:44:46.440]
It varies.
It varies.
[00:44:47.790]
Some people, many years.
[00:44:50.240]
And some people can come within a week.
Wow.
[00:44:56.800]
But still, it’s the thing.
[00:44:58.760]
Yeah.
[00:45:00.970]
I had connections with my clients over
[00:45:03.240]
printers, so I can only imagine taking
care of them on a way higher level.
[00:45:10.240]
That when they go away, they pass
whatever, that’s got to be tough.
[00:45:13.930]
And then you have to console
[00:45:15.880]
your crew, but also get your crew, like,
we got to get back to work on the next
[00:45:19.070]
because we have more help to do,
more people to take care of.
[00:45:23.530]
That’s the challenge. Huge kudos to you.
[00:45:24.670]
I bet.
[00:45:28.280]
When you lose a client, it’s a tough one.
Yeah.
[00:45:32.360]
But I mean.
[00:45:34.130]
That’s part of the just nature of the
[00:45:36.690]
business, I imagine.
[00:45:37.770]
It is.
[00:45:39.090]
It’s the reason you’re there,
at least part of it.
[00:45:42.520]
Yeah, to support the individual but also
the families that you work with.
[00:45:47.850]
But that piece can be tough.
[00:45:50.230]
Yeah, very cool.
[00:45:51.530]
So, Fatou, how can people find you?
[00:45:56.360]
How can people find me?
[00:45:58.360]
At Cairasucare.com.
[00:46:00.030]
That is C-A-I-R-A-S-U care.com.
[00:46:04.560]
Carisoucare.com.
[00:46:05.480]
Yeah.
[00:46:06.210]
And I’m on social media sites,
Twitter, Facebook, LinkedIn.
[00:46:14.090]
Check me out.
[00:46:17.400]
That’s where you can find me.
[00:46:18.590]
And I also have a podcast, Super Aging.
Do you really?
[00:46:22.400]
I.
Do.
[00:46:23.390]
How did I not know this?
Oh, my gosh.
[00:46:25.390]
Now you know, James.
[00:46:26.990]
Now you do.
[00:46:28.600]
What’s the name of the podcast?
[00:46:29.880]
Super Aging.
[00:46:32.090]
Did you say Super Aging?
Yes.
[00:46:34.330]
Super Aging.
[00:46:35.170]
And can they find that
typical podcast place?
[00:46:37.710]
Any podcast place, yes.
Awesome.
[00:46:41.310]
How long have you been doing that?
[00:46:43.530]
About a year less than two years.
[00:46:46.870]
All right.
Well, super cool.
[00:46:48.750]
Congrats on that.
[00:46:50.010]
Every time I talk with you,
[00:46:51.520]
there’s something new and exciting
that you have going on.
[00:46:53.630]
I love this.
[00:46:55.370]
Yeah.
[00:46:56.610]
That’s the way to just get the information
[00:46:58.810]
out to people
and educate people about senior care
[00:47:05.040]
and how especially dementia care,
because people get frustrated with that.
[00:47:09.850]
They’re not asking crazy questions like,
do you have insurance?
[00:47:14.050]
They’re not thinking about insurance.
[00:47:16.130]
Deeper question.
[00:47:17.650]
Going a little deeper.
[00:47:19.130]
I love it.
[00:47:20.720]
Thank you so much for being
on the show, Fatou.
[00:47:22.770]
Of course, thanks for having me.
This was great.
[00:47:25.560]
It’s good having
conversation with you.
[00:47:27.400]
Oh, my gosh.
I love it.
[00:47:28.640]
I love talking to entrepreneurs.
[00:47:29.770]
You have a great thing going on.
[00:47:31.710]
It’s impressive.
[00:47:32.880]
I don’t know how you do it,
but kudos to you.
[00:47:34.770]
Well, thank you.
[00:47:35.750]
You do a wonderful job too,
working with people across this country.
[00:47:40.880]
It’s amazing what you do and helping
entrepreneurs get the world out.
[00:47:44.270]
It’s wonderful.
[00:47:45.330]
I appreciate you saying that.
[00:47:46.910]
When I have awesome guests,
it makes it easy.
[00:47:51.130]
It makes it easy.
So thank you.
[00:47:53.030]
You’re welcome.
Thanks.
[00:47:54.800]
This has been
Authentic Business Adventures.
[00:47:56.520]
It’s the business program that brings you
the struggle stories and triumphant
[00:47:59.470]
successes of business
owners across the land.
[00:48:02.360]
We are locally underwritten
by the Bank of Sun Prairie.
[00:48:04.400]
If you’re listening or watching this
on the web, if you could do us a huge
[00:48:07.160]
favor, you know what I’m
going to ask, right?
[00:48:09.240]
Give it the big old thumbs up, subscribe,
[00:48:11.490]
and of course, leave a comment below
and let Fatou and myself know.
[00:48:15.560]
What are some of the challenges
[00:48:16.480]
that you’ve had with senior
care for your family?
[00:48:18.760]
What are the questions that you have?
[00:48:20.560]
And just overall, are
you excited about being an entrepreneur?
[00:48:23.440]
Because that’s a good thing, right?
[00:48:25.110]
My name is James Kademan
and Authentic Business Adventures is
[00:48:28.680]
brought to you by Calls on Call,
offering call answering and reception
[00:48:31.810]
services for service businesses across
the country on the web at callsoncall.com.
[00:48:36.560]
And of course, The Bold Business Book,
[00:48:38.720]
a book for the entrepreneur in all of us
available wherever fine books are sold.
[00:48:42.680]
We’d like to thank you,
our wonderful listeners,
[00:48:44.190]
as well as our guest, Fatou Ceesay, I’m sorry,
Ceesay, owner of Cairasu Home Care.
[00:48:50.130]
I was combining words there.
Yeah, that’s fine.
[00:48:53.570]
Fatou, can you tell us
that website one more time?
[00:48:56.810]
Cairasucare.com.
[00:48:58.850]
Cairasucare.com.
[00:49:00.730]
C-A-I-R-A-S-Ucare.com.
[00:49:03.600]
Perfect.
I love it.
[00:49:04.960]
Past episodes can be found
morning, noon, and night.
[00:49:07.050]
The podcast link found
at drawincustomers.com.
[00:49:09.320]
Thank you for listening.
[00:49:10.640]
We will see you next week.
I want you to stay awesome.
[00:49:12.930]
And if you do nothing
else, enjoy your business.
