Nicholas Burnett is the Chief Executive Officer at Flatrock, Inc., a sanctuary dedicated to providing a supportive home for adults with intellectual and developmental disabilities. Serving as Flatrock’s CEO for two decades, Nicholas is dedicated to enhancing the quality of life for residents by fostering a compassionate and inclusive environment. His vision for innovative care solutions and a person-centered approach has been instrumental in Flatrock’s continued growth and success. Nicholas is passionate about ensuring that every resident has the opportunity to live with dignity and independence.
Company: Flatrock
We are thrilled to have you join us today, welcome to ValiantCEO Magazine’s exclusive interview! Let’s start off with a little introduction. Tell our readers a bit about yourself and your company.
Nicholas Burnett: For the past 20 years, I have been serving as the CEO at Flatrock, a sanctuary dedicated to providing a supportive home for adults with intellectual and developmental disabilities. Growing up as a child in my parent’s adult foster care business gave me a unique perspective on the challenges faced by individuals with disabilities, allowing me to see firsthand that they are not given the same opportunities that we are. From the age of 10, I was helping in my parents’ care home daily. One resident had suffered from a stroke and was confined to a wheelchair. On a warm, sunny day, he asked to go outside in the driveway to enjoy the weather. While out there, he wanted to try standing. I was hesitant but decided to help him up. Overcome by his excitement to stand, he took his first step. Tears of joy were streaming down his face – and mine as well. At that very moment, I knew my purpose in life was to make a positive impact on others.
Flatrock focused on creating a true family atmosphere, where each individual is welcomed with open arms and supported as they embrace new opportunities. Our motto is “Flatrock is Family” because when someone joins our organization, they become part of a close-knit community where they’re loved, supported, and encouraged to be themselves. We have more than 40 locations across the mid-Michigan area and continue to expand our presence for individuals seeking a compassionate, community-centered experience.
If you were in an elevator with Warren Buffett, how would you describe your company, your services or products? What makes your company different from others? What is your company’s biggest strength?
Nicholas Burnett: Flatrock has established itself as a sanctuary where residents feel valued, respected and supported. We are committed to offering specialized and individualized care that fosters independence and quality of life for adults. This care, alongside our family-like environment, for residents is vital to helping each resident experience personal growth. Our caregivers’ physical and emotional wellbeing are prioritized, reducing turnover and creating a more engaged workforce that can provide exceptional care for our residents.
Quiet quitting, The Great Resignation, is an ongoing trend causing many businesses to struggle to keep talent engaged and motivated. Most are leaving because of their boss or their company culture. 82% of people feel unheard, undervalued, and misunderstood in the workplace. In your experience, what keeps employees happy? And how are you adapting to the current shift we see?
Nicholas Burnett: We recognize the importance of supporting our employees’ health and wellbeing to prevent these challenges. At Flatrock, we strive to create a positive work environment to reduce stress and improve overall job satisfaction. By prioritizing our staff and being there for them, we help them maintain a healthy work-life balance, resulting in better retention, reduced turnover and a more engaged workforce. We lead with authenticity and it helps create an environment where everyone feels safe and supported. Employees appreciate knowing where they stand. If someone is not made aware of the ways in which they need to improve, we cannot expect them to know that a change is necessary.
We support our employees where they’re struggling and don’t judge. We extend grace and take the time to listen to their story. We offer compassionate support and strive to create a team with diverse personalities as we feel that this diversity helps to produce better results.
I am a hands-on, in-the-trenches leader. I believe it’s crucial not to be so removed to the point that we lose touch with the pulse of our operations and the quality of our service declines. I have found that by being actively involved, I earn the respect of our employees. This fosters an environment where the staff feel safe enough to make mistakes, learn, grow and follow my lead.
Online business keeps on surging higher than ever, B2B, B2C, online shopping, virtual meetings, remote work, Zoom medical consultations, what are your expectations for the year to come and how are you capitalizing on the tidal wave?
Nicholas Burnett: Being able to communicate via virtual meetings has increased our ability to build relationships tremendously. With the majority of our residents coming to us from across Michigan and other states, this allows for us to facilitate better communication with their guardians, family members, natural supports, placement agencies, etc. It is difficult to live far away from your loved ones, especially when you feel like you have little choice in the matter due to the lack of resources. This helps everyone to remain connected. Video conferencing has put a human touch to a phone call.
Business is all about overcoming obstacles and creating opportunities for growth. What do you see as THE real challenge right now?
Nicholas Burnett: We can’t seem to grow fast enough. It takes a lot of resources to open new homes and there are so many residents on our waiting list in need of a home that can meet their needs. When you stop to think that each person on the waiting list is a human being that is currently struggling, it is heart breaking. We want to be able to help everyone.
In your experience, what tends to be the most underestimated part of running a company? Can you share an example?
Nicholas Burnett: The commitment. A home is 24/7. We are never closed. I have been celebrating a holiday with my family and had to leave in the middle of dinner to attend to a crisis. Years ago when it was just me and my business partner, Carrie Aldrich, we answered all calls no matter the time of day. Most often the third shift staff don’t have as much experience with crisis situations as it doesn’t happen as often. When it does, we want them to feel supported. Carrie and I would often be at the care home at 2:00 a.m. to coach the team through a crisis situation. Now we have a team that answers those calls, but the commitment that we continue to have has never wavered. It just looks a little different. Running a business requires that type of dedication. You can plan, which is important, but you can’t control everything. A perfect example of that is COVID-19. There was so much uncertainty throughout the world during that time. We were faced with various medical issues, staffing concerns, food shortages, etc. It was one thing after another. Having a commitment to the journey is key to success.
On a lighter note, if you had the ability to pick any business superpower, what would it be and how would you put it into practice?
Nicholas Burnett: Kindness – I focus on being kind, as it means a lot to me to help others. I have a big heart and I think that’s important for those in leadership positions. Whether providing money to a friend to help them follow their dreams, loaning vehicles to employees to help them get where they need to go or just being a shoulder to lean on when someone is having a rough time in life, I find value in sharing my success with those around me. We cannot do this alone.
What does “success” in 2024 mean to you? It could be on a personal or business level, please share your vision
Nicholas Burnett: Success is continuing to open more care homes while providing quality care to those residents that currently reside with us. Success is being able to move in new residents and give them a home. Success is taking our residents to an indoor water park and seeing the smiling faces. Success is improving the quality of life on a daily basis.