The last few months in the commercial catering world has been a hive of behind the scenes activity and jostling for position in a stayed market, as the pandemic has accelerated senior management team’s collective inertia or depending on who you talk to, the more fashionable ‘agile pivot’. Perhaps, some of these recent moves could be more accurately described as being wedged into a corner through previous strategic and/or marginal decisions (made under relatively normal and even buoyant times), come home to roost in less than exceptional times. But while the congratulations, back slapping and commiserations are shared around – who is actually looking after the customer? Let’s find out.