Don’t Be Afraid to Do Things Differently: Interview with Josh Klein, Founder and CEO of Emerest
I recently went one on one with healthcare leader and entrepreneur Josh Klein. Josh is the founder and CEO of Emerest; is the CEO of Royal Care, the largest home care provider in the New York City area; and is the founder of U@PERKS.
Adam: Thanks again for taking the time to share your advice. First things first, though, I am sure readers would love to learn more about you. How did you get here? What experiences, failures, setbacks, or challenges have been most instrumental to your growth?
Josh: Taking care of others has been ingrained in me since I was a child growing up in Brooklyn. My father ran various nursing homes in New York City and my mother ran Royal Care, now the largest homecare provider in New York City. My parents instilled in me certain values that I still hold true today. Mainly, that no matter what you do in business, your financial pursuits should never be at the expense of the people around you, both your staff members and patients. That has guided me in my pursuits to build thriving companies for home care patients, like Royal Care and Emerest, as well as organizations that can serve the people I work with, like U@Perks.
That said, my time as a volunteer paramedic has been the most illuminating for me in charting a leadership path and building growth. Responding to hundreds of overnight emergency calls in my off time, I encounter life-or-death situations almost every day. These experiences have a profound impact on me and have made me a better CEO. When you only have 30 seconds to make life-changing decisions, it undoubtedly improves your critical thinking and decision-making skills.
Adam: How did you come up with your business ideas? What advice do you have for others on how to come up with great ideas?
Josh: The pandemic upended everyone’s lives, but that was particularly true for my client base – the elderly and homebound. They were forced to lock themselves in their homes and were cut off from vital sources of support like nurses, caregivers, and family. As a result of isolation and loneliness, depression rates skyrocketed and their health was greatly at risk. We knew we had to do something. At the very beginning of the pandemic in March 2020, I ordered and installed thousands of tablets into my customers’ homes so they could be connected and cared for under challenging circumstances.
But it was my time as a volunteer paramedic that truly influenced and launched my business ideas. Working on the frontlines of healthcare, I learned firsthand the challenges my clients were facing. For example, I saw how reluctant they were of going to the hospital, and how trips to the ER could often lead to greater distress and physical health outcomes for my clients. So, I jumpstarted my telehealth business idea by introducing a programming concept that allowed for clients to not only be monitored for vital signs more regularly, but also to provide an outlet for them to speak about their anxieties, learn from their peers, and hear directly from health professionals. By building a two-way communications system, I have seen hospitalization rates decline sharply and overall health – physical, mental, and emotional – improve greatly.
My advice for developing business ideas: step out of your comfort zone. Get out of the corner office or boardroom, and into the everyday settings that your clients face.
Adam: How did you know your business ideas were worth pursuing? What advice do you have on how to best test a business idea?
Josh: I know from the interactions I have with my customers and employees every day. I have always been a believer in the power of technology to save lives in the healthcare setting, but far too often healthcare leaders just throw technology at a problem and expect it to be fixed. What I have strived to do is build a telehealth system that takes a holistic view, factoring in the different backgrounds, life experiences, and demographics of the people actually benefiting from its services.
Adam: What are the key steps you have taken to grow your businesses? What advice do you have for others on how to take their businesses to the next level?
Josh: The most important thing I have done for business growth is stay grounded in my clients and my community. I have seen the good and the bad that can come from technological adoption in the healthcare space. Poorly applied technology can strip humanity from healthcare by treating a patient like a number. I always try to see the world through my clients’ eyes, and then build technology that is customizable and responsive to their needs. So, my advice to any business leader is: stay humble, and ask yourself what your audience needs, not what you want.
Adam: What are your best sales and marketing tips?
Josh: When it comes to sales and marketing, there is no substitute for authenticity. For me, the key to successful marketing is actually quite simple: understand your product, know your customer, and have a genuine belief in your mission. By bringing your energy and passion to your work, your sales will naturally increase. Nowadays, it is essential to prove the superiority of your product by demonstrating its results. Knowing your product inside out, as well as understanding your target audience and consistently executing on your mission, are all vital aspects of building trust and credibility with your customers. Ultimately, being authentic and showing a deep commitment to your mission will be the foundation of your success in the world of sales and marketing.
Adam: In your experience, what are the defining qualities of an effective leader? How can leaders and aspiring leaders take their leadership skills to the next level?
Josh: 1. Compassionate and caring: Compassion and caring are essential qualities for any successful leader. Showing that you genuinely care about the well-being of your clients and employees can help build trust and foster strong relationships. Compassionate leaders are also more likely to create a positive work environment where team members feel valued and supported.
2. Identifying Staff: Building a successful team is crucial for executing your vision. The right staff can bring new perspectives, skills, and experiences to the table. However, identifying the right candidates is just the first step. Once you have brought new staff members on board, it's important to provide the necessary support, training, and guidance to help them thrive.
3. Resiliency: Resiliency is the ability to bounce back from setbacks, persevere through challenges, and maintain a positive attitude. Leaders who embody resiliency set an example for their team members, demonstrating that setbacks are opportunities for growth and learning. Anticipating potential challenges and preparing contingency plans can help leaders maintain resiliency when difficulties arise.
4. Humility: Humility is an often-overlooked quality in leaders. Successful leaders recognize that their achievements are the result of collective efforts and the contributions of their team members. It's essential to give credit where credit is due and ensure that team members are recognized for their hard work and contributions.
5. Trustworthiness: Trust is the foundation of any successful relationship, including those between leaders and team members, clients, and stakeholders. Leaders who are trustworthy are transparent, honest, and consistent in their actions and decisions. Trustworthy leaders also empower their team members, giving them the autonomy and resources to succeed.
Adam: What is your best advice on building, leading, and managing teams?
Josh: As someone who has had experience building and leading teams, I can attest to the fact that allowing others to lead is crucial. Each team member has their own unique set of skills and perspectives, and by giving them the space and freedom to lead and use his or her creativity, you can tap into their strengths and build a stronger team dynamic. Additionally, having confidence in your team members is essential to effective leadership. When I lead a team, I make it a point to trust in their abilities and demonstrate that trust through my words and actions. By doing so, I can help build their confidence and motivation, ultimately leading to better performance and outcomes. Overall, my advice on building, leading, and managing teams is rooted in the belief that people are the most important asset to any organization. By empowering your team members and recognizing their strengths, you can create a more cohesive and effective team, which can lead to greater success in achieving your goals.
Adam: What are your three best tips applicable to entrepreneurs, executives, and civic leaders?
Josh: 1. Don’t be afraid to do things differently. In today’s fast-paced and ever-changing business world, it is essential to be creative and think outside the box. It is easy to stick with conventional ideas and methods, but taking risks and trying new approaches can often lead to great success. For example, our business had to reshape the idea of healthcare by creating an entirely new concept of telehealth. We faced the issue of alienation among our telehealth clients, and we solved it by building a TV Studio that allowed our social workers and gamification experts to engage with patients live via their tablets. Even though many people doubted us at first, we persevered, and now our television content is alive and thriving.
2. Be forward-thinking and allow space for growth within your business ideas and teams. It's essential to have a vision for the future of your business and be open to change. By constantly looking for new opportunities and ways to improve, you can stay ahead of the competition and create a strong foundation for long-term success. It's also important to allow space for growth within your teams. Encourage your employees to bring new ideas and perspectives to the table, and create an environment where they feel comfortable sharing their thoughts.
3. Find the right people. No business can succeed without the right team behind it. When growing your business, it's crucial to find people who are just as passionate as you are about your vision. Look for employees who have the necessary skills and experience, but also those who fit well with your company culture and share your values. Remember to share your success with them and create opportunities for growth and advancement within the company. Ultimately, a company is a product of the people who help build it, so be sure to keep the right ones by your side.
Adam: What is the single best piece of advice you have ever received?
Josh: One of the most valuable pieces of advice that I’ve received is to never stop learning and remain curious about the world. I firmly believe that learning is an ongoing process that helps us gain new knowledge, insights, and skills. It enables us to make better decisions and adapt to changes in our industry. I try to embrace a growth mindset and be open to new experiences and challenges, as they offer opportunities to learn and gain valuable insights. As a business leader, I believe that continuous learning is vital in keeping up with the latest trends and developments in my industry. This knowledge helps me make informed decisions based on data and insights, leading to more successful outcomes for our clients, and ultimately our business. Moreover, continuous learning fosters innovation and creativity, encouraging me to think outside the box and come up with new and innovative solutions to problems. I believe that learning is a lifelong process that is essential for personal and professional growth. It allows us to remain competitive in our industry and adapt to changes, making us better leaders and human beings.
Adam: Is there anything else you would like to share?
Josh: Thank you for giving me the opportunity to share my experiences and insights on leadership. If there is one thing to take away from my interview it is this: now more than ever, CEOs and business leaders need to take a step back and engage in the world around them. My most valuable experiences have not been in the CEO seat, they have been on the streets of New York City, treating people in life-or-death situations. No matter what the industry is, business leaders can learn a lot from being on the frontlines, and having authentic conversations with their clients and workforce.
Adam Mendler is an entrepreneur, writer, speaker, educator, and nationally-recognized authority on leadership. Adam is the creator and host of the business and leadership podcast Thirty Minute Mentors, where he goes one on one with America's most successful people - Fortune 500 CEOs, founders of household name companies, Hall of Fame and Olympic gold medal-winning athletes, political and military leaders - for intimate half-hour conversations each week. A top leadership speaker, Adam draws upon his insights building and leading businesses and interviewing hundreds of America's top leaders as a top keynote speaker to businesses, universities, and non-profit organizations. Adam has written extensively on leadership and related topics, having authored over 70 articles published in major media outlets including Forbes, Inc. and HuffPost, and has conducted more than 500 one on one interviews with America’s top leaders through his collective media projects. Adam teaches graduate-level courses on leadership at UCLA and is an advisor to numerous companies and leaders. A Los Angeles native, Adam is a lifelong Angels fan and an avid backgammon player.
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