EP Business in Hospitality Issue 48 - January 2014

CHRIS SHEPPARDSON OPINION
The old ways … still in vogue
As modern communications become faster and more open,
there appears to be a return to old-fashioned values
The last five years of recession have thrown
up many contradictions, many surprises and
seen many changes. However, the fact of the
matter is that things never change as much
as one assumes. Yes, there have been new
developments, but the basics remain the
same. The emphasis just changes with the times.
There are three key themes that jump out:
Old-fashioned ways are back in fashion
Yes, the recession has been long, brutal and tough
for every business. Many have tired of sales lines
and excuses for poor delivery.
Once again, people want to work
with those they trust and value. It
is as though we have returned to
the ways of the late ’80s, but with
the addition of modern comms.
The concept of community is
important again, as are gestures
that go beyond the norm – the
handwritten note being one.
Some are beginning to write
personalised letters once again
because such a simple gesture,
which takes a few minutes of care,
has such an impact on the receiver.
But the core point is that the importance
of relationships has returned.
Openness and inclusiveness
People want an open, inclusive approach where people
talk as colleagues. There is a weariness of awards and
‘elite’ clubs. Awards have their place, but there are so
many today that they begin to lose their value and
become seen as ‘rewards’ for those in the ‘club’. In a
tough time, people value informal, accessible networks
where they can learn and build new friendships.
Time is a scarce resource
The average executive today reads six times more
than their counterpart would have done ten years
ago. Emails will be read from 6 or 7am until 10pm.
The result is that the mind tires and becomes saturated.
This has three effects:
• The obvious one is that people do not hear all
the messages. It used to be said that you had to tell
or show a person something three times for them to
hear it once. Today it is seven times. More importantly,
people tire of the written word. They do not want to
read another email or see another form.
• It is natural that the emerging
generations do not value
“In a tough time,
people value
informal, accessible
networks where they
can learn and build
new friendships”
the old networks in the
same way as previous
generations. Their time
is precious for relaxation
– so why network for the sake
of it? However, a supportive
community is important.
• As many of the emails are
internal, it is natural that they
become focused on internal
issues rather than observing
the external market
and influences.
So this all leads us to an environment where it
is hard for businesses to reach their audience and
where there is a reluctance to network. In fact, many
do not know how to network and shy away from it.
One can easily see the contradiction. The business
world is increasingly valuing old-style practices and
yet many do not possess the old skills.
Times may change, but much also remains
constant. It is reassuring that life never changes
that much. •
Chris Sheppardson is the Managing Director of Chess Partnership
50 | January 14 | EP