BSCAI Executive Insights: Stephanie Payne, Sales Vice President, GOJO

As Sales Vice President of National Accounts for GOJO, makers of PURELL™, Stephanie leads a team of National Account Directors responsible for all vertical markets outside of healthcare & government. Prior to her current role, Stephanie spent 10 years at GOJO in Market Development, National Account Sales and leading the Foodservice & Retail team. Prior to GOJO, Stephanie worked in publishing, responsible for National Account Sales and leading digital strategy. Stephanie lives in Medina, OH with her husband and sons, Christian and Wyatt.

Get to know Stephanie in the exclusive Q&A below.

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

While the office building market is still viable for the BSC industry, uncertainty regarding office has led contract cleaners to target other vertical markets to support growth, notably healthcare, education and industrial. IoT-enabled devices and sensors developed for real-time monitoring of building conditions have not yet been widely embraced by the industry, but will have significant impact on BSCs moving forward. The focus on sustainability has continued to grow with key initiatives related to water conservation and “green” cleaning products.

How would you describe your leadership style?

I try to practice Servant Leadership. This approach prioritizes the well-being and development of my team by actively listening to their needs, providing support, and empowering them to excel in their role. My goal is to create a motivated and engaged sales team by fostering a culture of respect, inclusivity and integrity.Top of Form

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

The PURELL™ business took off in March 2020, which was both good and bad. Order patterns exceeded anything we could have possibly forecasted, and our production capacity was constrained by labor and components. As we made choices to prioritize healthcare and first responders, as well as halt our retail business, those decisions led to many very difficult conversations and put stress on our strongest partnerships. What I learned in 2020 was how to celebrate the opportunity to share good news, handle tough conversations with transparency and brutal honesty, and that overcommunicating is far better than undercommunicating.

Any advice for new BSCs coming into the industry?

Entering the BSC industry, focus on deeply understanding your target market's needs and preferences. Be prepared to adapt and innovate quickly in response to changing conditions and customer feedback. Your network of BSCAI members and personal professional network will provide mentorship, collaboration and training as you get started.

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

Don’t pick your career just because it’s easy or pays well. You will have obstacles and challenges which are what makes life interesting, embrace them. Focus on finding a job that offers both of these things. This guidance has served me well in various roles during my career.