Presented by: Paul Epstein

How did Paul lead teams to consistently sell out billion-dollar NFL stadiums with 70,000 fans in historically losing markets? The answer lies in a powerful, scalable belief system that can be applied to any sales or service environment: Every seat has a story.

This shift from blanket ‘catch all’ campaigns to a dynamic customer-to-customer approach driven by customization, care, and championship service led to sold-out stadiums and record-breaking revenue that didn’t hinge on wins or losses.

In the sports industry, every seat and fan had a story. In your case, every client has a story. The question is: “Will you get to know it?” Achieving customer success doesn’t depend on perfect market conditions – it depends on consistently making each customer feel valued and seen.

Learning Outcomes:

• Identify a playbook to transform a customer into a raving fan
• Discover four key traits that build trust in the short game and long game
• Use a listening strategy that elevates clients, encouraging them to invest deeply in the relationship
• Explore synergies between sales and operations teams that unlock future growth potential
• Know the exact questions to ask when it matters most, so touchpoints turn into transformation points

Presented by: Dan Cline, CBSE, COO, 4M Building Solutions, Rachel Sanchez, CEO, Prestige Maintenance USA; Paul Taylor, CBSE, CEO, ESS Clean, Inc; 

This series is designed to move beyond generic HR discussions and focus on operational leadership development in our industry. The emphasis: practical, measurable, and scalable. The objective: help companies build intentional systems that identify, develop, and retain salaried managers who drive operational excellence and long-term growth.

In 2025, we hosted our first Spark Spotlight Sessions at the Executive Management Conference, focusing on topics specific to our industry. This year we’re bringing this session back and helping you address your Employee Development Lifecycle.

Each presenter will have just 20 minutes to share how you can create part (or all) of this lifecycle within your company. Having engaged, active employees helps your company thrive.

Spark Spotlight Sessions 1: 

Level 1 — Onboarding
Most janitorial companies promote strong operators into salaried roles based on performance. However, performance alone does not predict leadership sustainability, growth potential, or retention risk. This session explores ways to onboard managers properly and set them up for success.

Level 2 — Training
Compensation matters, but visible progress matters more. Many salaried managers leave because they do not see a structured future inside the organization. This session focuses on career mapping and leadership training for management-level employees.

Level 3 — Retention
Once managers are onboarded and shown a clear path for growth, they are better equipped to elevate customer relationships. We’ll explain why employee retention directly drives customer retention.

Presented by: Andy Jedynak, President & Chief Executive Officer, ClientPoint

This session explores how top-performing building service contractors are moving past the hype and leveraging artificial intelligence to gain a definitive competitive edge in a crowded market. Led by ClientPoint CEO Andy during this exclusive BSCAI Coffee Chat, the discussion will unpack practical, real-world AI strategies that automate tedious pipeline tasks and deliver highly personalized proposals at scale. Attendees will learn how to pinpoint exactly when facility managers are ready to buy, eliminate friction in their sales cycles, and implement actionable workflows designed to modernize their approach, scale their businesses, and win more high-value contracts without simply multiplying their workload.

Presented by: Nikolas Badminton

Every organization wants to be seen as innovative, the one solving real world problems and leading their industry. The majority fall at the first hurdle: taking a chance and empowering their people to explore possibilities. Leading executives are now finding that the process of innovation can be revolutionized by leading with futures work to speculation on the futures ahead of us and their place in those incredible worlds. Join Nikolas as he shares how to create innovation mindsets, question processes and work from the past and be more collaborative and creative in solving workplace challenges.

Learning Outcomes:
• Build resilience and innovation into your organization
• Learn how to de-risk innovation through future work and clients
• Think like a futurist