BSCAI Executive Insights: Nicole Goulet, Vice President of National Accounts, Diversey

In her 28 years at Diversey, Nicole Goulet has held various roles in sales, business development, account management, product management and global marketing. She currently serves as the vice president of national accounts, leading the team that handles contract cleaning, education, government, industrial, ecommerce and many distribution partners. Get to know Nicole in this Q&A, including her thoughts on recent trends, her leadership style and advice she has for new building service contractors (BSCs).

What are some trends you see developing in the building service contracting industry?

Real estate downsizing and declines in lease renewals are an unfortunate hangover from the COVID-19 pandemic that seem to be a developing trend. While many well-known, large companies have mandated “return to work,” at least for part of the week, other companies remain primarily remote. This is resulting in companies choosing to sell off some or all of their real estate (if they own) or lease smaller office spaces (if they renew their lease at all). For BSCs, this poses some major challenges, such as the impact on revenue and staffing. It’s very difficult to execute a consistent cleaning plan with a full-time staff when an office is fully occupied on some days and completely empty on others. The lingering labor shortage is compounding this challenge.

How would you describe your leadership style?

I try to lead by example. I hold my team members accountable to the commitments they make, and I do the same. I try to be flexible in order to adapt to the varying needs of the team. I feel that recognition is extremely important and work to embed it into our team culture. Whether it is a financial reward, a public acknowledgement of a team win or a simple thank you, recognition encourages collaboration and team engagement.

What is one challenge you’ve experienced in your career and how did you handle it?

Our industry is one that is constantly changing and evolving. There has been significant consolidation through mergers and acquisitions, and I’ve experienced multiple ownership and leadership changes throughout the course of my career. In order to survive and thrive, you must learn to deal with ambiguity. Being flexible and adaptable are key skills I’ve developed that have been essential to my career longevity and success.

What advice do you have for new BSCs coming into the industry?

Like the world, this industry is evolving, whether in terms of automation, technology or expectations. For anyone entering the industry, it’s important for them to do so with their eyes wide open, ready to look at each variable from multiple angles when building their plan. They must be adaptable, flexible and know how they will set themselves apart while remaining strong and consistent.

What is the best piece of advice you’ve received in your career?

Every so often it’s important to stop moving forward and look back at what you’ve accomplished. You’ve likely been on a long journey of learning, growing, improving and advancing. Your schedule has likely been insanely busy with juggling work, school, families and hobbies and sometimes it may seem like you’re not progessing as quickly as you would like to. In those moments, when you look back and reflect, you will likely see an amazing amount of accomplishments. Take in those wins, be proud of yourself, take stock of what you’ve learned along the way that can help you progress now and then turn back around and keep moving.