EP Insights & Action

OPERATING CONCEPTS ISS
chefs and teams who take part in – and even
teach – yoga and exercise classes has been
fantastic to find.”
Caterers must provide healthy choices
but Stephen is also aware they cannot
solely focus on this; it still must be about
choice for the consumer and the client’s
needs. He states it doesn’t have to be a
difficult balance to achieve. “We look at the
high street example because that has both
options. Employees in the workplace – are
the very same people who use these and have
these same desires – we can learn from this
and bespoke our offer by using research,
relationships and technology. Going forward
and as we embrace technology and close
integrated management tools, we can
know the exact numbers of people on a
site during a day and can tailor our offer
to suit – amongst many benefits this also
sees us saving on waste and able to support
businesses in their corporate responsibility
around this. Social media and other forms of
feedback technology provide us with instant
feedback now and we use this to plan, as
well as react and respond. There is more
information available than ever before in
The wellbeing of
people is essential for a
successful company and
this applies for both the
clients who are looked
after and the teams
providing the offer.
regards to trends, consumer choice, opinions
and what’s working; we are using with all of
this – along with traditional data – to deliver
the proposition, offerings and service that is
now wanted.”
Stephen comes across as someone who has
been in the job for longer than a few months.
Assured and calm, he has already visited
a vast majority of the clients and sites ISS
work with. It’s clearly important for him to
meet the team and see the locations where
the company operates – something he places
strong personal value on. He may have the
large brand behind him but Stephen knows
the importance of the personal approach and
strong relationships.
When asked about the sector he has come
into Stephen stresses he has been made to
feel very welcome and has met with many
competitors, consultants and suppliers
already. “In regards to other businesses, yes
we are competing but we all face the same
challenges and my personal belief is that the
industry needs to continue to work together
as a strong unified voice in areas such as
Brexit, government support and lobbying,
rising costs, the evolving workforce and the
importance of the sector.”
As customers ask more than from their
companies, this in-turn puts pressure on
the caterer to think differently and be able
to support their clients. Stephen and ISS
understand this and are clearly prepared to go
to the lengths needed to exceed expectations.
The wellbeing of people is essential for a
successful company and this applies for both
the clients who are looked after and the teams
providing the offer. With a background of
people support and a very clear sense of the
future, ISS will feel confident with Stephen
guiding the next few years.
18 | Insights & Action | October 2017