Demonstrating effective leadership requires a multi-faceted approach. As a leader, you must keep a pulse on industry trends and embrace change and innovation. It is also your responsibility to create an ideal environment for success for your team by empowering your employees to make confident decisions, engage in critical thinking and communicate openly with one another.

In this Executive Insights Profile, Dave Yates, director of global strategic accounts and i-mop business development at Tennant Company, shares his knowledge on developing trends and the benefits of prioritizing a people-first culture.

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

Robotic cleaning options continue to be the most important topic for almost every building service contractor (BSC) and their clients. Labor and the expense of labor remains a top concerning issue as well. However, the consistent cleanliness, data and reliability provided by autonomous cleaning machine programs has pushed the industry to embrace a more advanced strategy. BSCs and their client networks continue to develop a desire for data driven analytics.

Additionally, in regard to the consistent labor issue, it is a challenge to fulfill heightened customer expectation around proof of performance and how the contract scope of service aligns with the availability of labor.

In the realm of smaller space cleaning, there is a trend developing around cleaning machine products that offer ergonomic, simple and sustainable options.

How would you describe your leadership style?

Leading by example and agreed-upon accountability are keys to creating a successful team culture. I empower my team to always engage in critical thinking, ownership of decisions, transparent communication and open sharing of ideas and results. Be yourself!

I encourage creativity, flexibility and alignment with organizational objectives. Removing obstacles, providing recognition and collaboration will always be foundational. I will never ask for something I am not prepared to do myself. Finally, I want my team to excel financially!

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

It is challenging to manage constant change and create a sustainable strategy. The partner group and clientele Tennant Company engages creates ever evolving opportunity and challenge. Addressing leadership changes, acquisitions and consolidation, combined with competitive strategy and financial diversity, creates the need to embrace change. Some of the most effective ways to prepare for change are through strategic thinking, idea sharing, historic results examinations, scenario evaluations and constant questioning.

Do you have any advice for new BSCs coming into the industry?

First, establish and never stray from a people-first culture. This creates everything required for success, client and employee retention, and establishes a cornerstone brand statement for your organization.

Another piece of advice is to embrace innovation and technology options to introduce your clients to your expert partner consultants. Be a leader and bring the options regardless of the desire. This allows you to present offerings and bid options that differentiate your organization.

Finally, don’t agree to contracts that push beyond your infrastructure. However difficult, know that your organization remains successful when you retain clients while you grow to address larger opportunities in a practical, business-first approach.

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

If you don’t take care of the customer, someone else will.

Dave Yates is a sales leader, business development professional and revenue catalyst with more than 20 years of industry experience. He currently serves as the director of global strategic accounts and i-mop business development at Tennant Company. He leads a team focused on successful growth of building service contractors and facility service providers supporting healthcare, education, retail, B&I, aviation, Class A office, industrial, and corporate campus locations. He remains passionate about client solutions driven through innovation, partnership and creating a cleaner, safer, healthier world.