The human touch

HE strides in, extends his hand and introduces himself breezily with a strong handshake. It is with this same firm grip that Lord Charles Allen of Kensington greets and acknowledges business associates, government leaders and his own staff alike. As chairman of ISS, one of the world's largest facility services providers (and the world's biggest cleaning company), he has some 504,000 employees, many of whom are manual workers. "We don't say thank you enough to people and I want to change that," says the 60-year-old UK corporate personality. He's also chairman of a few companies, including Global Radio Group, and had previously helmed media companies Granada Group and ITV plc, among others.

"When I look at feedback from my own companies and other companies, just saying 'thank you' makes a massive difference. It brings a smile to someone's face. It's some form of recognition, but it doesn't happen often enough," he notes.

Meeting people on the frontline gives Lord Allen a buzz. He recalls when he was a junior employee: "When anyone who was my senior said 'thank you', or recognised me or even mentioned me by name, that made a big difference to me. So at ISS, we want to focus on the whole cultural change in terms of service with a human touch. It isn't about just doing the job," Lord Allen says. ISS has now come up with its Apple Award that gives recognition to staff, especially those who go beyond the call of duty.