CASE STUDY:
Interim Healthcare of Sioux Falls
About the Business
Interim Healthcare of Sioux Falls
Industry
Healthcare
Services/Niche
Home Healthcare and Supplemental Staffing Services
Location
Sioux Falls, SD
Brookings, SD
Fargo, SD
Bismarck, ND
Company Size
530+
Doors Opened
December 1991 September 2015 as a sole partnership
Began Running on EOS
May 2022
EOS Implementer
Whoa Factor
Have grown 10% year-over-year since running on EOS
The Bottom Line
Key Takeaway
The leaders of Interim Healthcare found the framework necessary to build their franchises, addressing the needs of thousands of patients in the Sioux Falls area and beyond.
Core Challenge
By removing daily issues from leaders’ plates, the team could focus on the bigger picture and expand their thinking to support their long-term goals. Open and honest communication helps them hold one another accountable without personally attacking each other.
What’s Next
After achieving their 10-Year Target within three years, the leadership team has set higher goals, while co-founders Paul and Lori Millman plan to pass the torch to the next generation of family leaders.
Meet their Co-Founders
Paul Millman co-founded the Sioux Falls office of Interim Healthcare in December 1991, as part of a partnership with a third party. In September 2015, he took over sole proprietorship and his wife Lori joined to help run the company. While Lori is mostly retired, Paul is transitioning leadership responsibilities to their daughters, Abby Woodford and Emily Marsh, and their son-in-law, Lee Taylor.
Meet their Implementer
Kyle Kangas
Certified EOS Implementer
Kyle Kangas led a family-owned lumberyard that implemented EOS to help with the challenges of transitioning ownership from the first generation to the second. The EOS Process and journey helped the business achieve employee engagement ratings in the top 5% of companies that use the Gallup Q12 Survey while consistently hitting new revenue records.
Business Frustrations
Succession Planning
Mom and Dad weren’t going to work forever, but figuring out how to hand the reins over to the second generation wasn’t on anyone’s agenda.
Direction Without Intention
The leaders knew they wanted to grow and expand their business but didn’t plan on how to grow intentionally. Each year, they’d create annual plans and then put them in a drawer, only looking at them at the next annual planning session.
Thinking Small, Working on the Day-to-Day
By being deeply embedded in daily operations, Lori, Paul, and Abby found themselves putting out fires all day long. They never had a chance to think about where they wanted the business to go in the long run.
Overly Polite Communication
Because most of the leadership team were family members, they often sugarcoated communication about issues to avoid hurting anyone’s feelings. This overly polite communication style often led to confusion or missed opportunities.
EOS Solutions
The Vision Component®
Vision/Traction Organizer®
The V/TO® gave the leadership team a simple way to share their vision and keep everyone in the organization on the same page. Breaking down its big 10-Year Target into Quarterly Rocks helped ensure Interim Healthcare focused on the most important things to move its vision forward.
The People Component®️
The Accountability Chart™
Having clear roles for each seat in the organization created a level of accountability the leaders hadn’t experienced before. It also helped them plan and build out teams for new franchise locations and businesses.
Delegate and Elevate®
Interim Healthcare has a reputation in the industry as a great place to work. Hiring, firing, and rewarding staff according to Core Values ensured they continued to live up to their reputation by holding each other to higher standards.
The Data Component®️
Scorecard
By reviewing the most important business metrics each week, the leaders noticed patterns emerging as their local market’s demand changed. That allowed them to pivot their business model from 75% home healthcare and 25% staffing support to the opposite.
The Issues Component®️
The Issues Track™
Running on EOS allowed the leaders of Interim Healthcare to identify issues before they became fires to put out. The format also gave the leaders practice in addressing issues (family or not) clearly, attacking the issue, not the person.
The Traction Component®️
The Meeting Pulse®
Using the weekly, quarterly, and annual meetings to work on the business helped keep those annual goals out of the dusty drawer by making them front and center as the leaders review Rocks, to-dos, and issues.
Rocks
Knowing what each person was responsible for accomplishing in a quarter not only helped break down large goals but also drove accountability for completing their Rocks. They also hold one another to a higher standard.
Gaining Traction®
Abby said she always knew she would end up being part of the business but hadn’t thought about the succession planning necessary for the transition.
“I didn’t think about my parents retiring; I figured they’d work forever,” she said. “I thought, ‘That’s years down the road,’ but we’re getting closer to that point now. EOS has been a huge blessing in preparing for the transition.”
By having clear goals and focusing on the right Rocks to achieve them, Interim Healthcare of Sioux Falls was awarded the Leroy E. Dettman Founder’s Award from Interim HealthCare in 2022. The annual award is presented to an individual who best personifies the entrepreneurial spirit with the dedication, discipline, and direction necessary to achieve profitable growth and expansion consistently from year to year.
Abby and Paul attribute the success that led to the award to the accountability they’ve found through EOS. It allowed them to find the right people for the right seats that supported their exponential growth.
HGV on the We Run on EOS Podcast
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Why We Run on EOS®
“I say it all the time: I don’t know what we’d do without EOS.” ~Visionary and Co-founder Paul Milman
Resources Mentioned
Find these resources and more in the free downloadable EOS Toolbox™
