Integrity IS ALL

In a society where ghosting has become the norm, it’s more important that we show up for each other and for our clients, and demand the same from our suppliers, writes Hellen Ward

They say the definition of integrity is doing the right thing even when nobody is looking. If it’s not right, don’t do it. If it’s not true, don’t say it. The world has changed so much and so it seems have people’s value systems. Integrity is becoming undervalued, not as appreciated as it once seemed to be.

People of all generations seem to be quite happy with not bothering to respond, and in an age when everyone is on their phones most of the time, the excuses of yesteryear don’t wash. “I couldn’t get hold of you” no longer applies.

When my generation was dating in their youth, before mobile phones were a thing, communication was an easy out. My sister once went on a blind date and crawled out of the pub loo window to escape. Nowadays, people would know what you were doing via Snapchat!

Showing up

For instance, it’s quite sad that ghosting is such a thing now. How can people move on when they don’t get closure? And I’m not just talking personal relationships, but in business too. Recently, I was hoodwinked by somebody I’ve known for some time wanting to meet up, only to find that instead of actually being sincere in their intentions, they were just trying to get an “in” for some of their network.

This happens more and more; people wanting to take me out to lunch only for me to find their ulterior motive is to connect me up to some “business opportunity” that frankly I wouldn’t look twice at. This sort of behaviour not only screams a lack of integrity and awareness but is bluntly rude, not to mention disingenuous.

I might expect it from random acquaintance, but from people you thought respected you? Who you’ve known for some time? Who you thought genuinely wanted to see you and spend time with you? Those WhatsApps are going straight to archive.

Telling the truth has such value, but being honest is somehow considered quite shocking now. If I wanted a new range of beauty or hair products, believe me I would be sourcing them myself. I know what’s out there in the market (it’s my job, after all).

Playing chase

In business, I can honestly say that most of my day (and that of my senior management team) is spent chasing people to do things that we’ve already asked them to do. Being a customer these days can be exhausting. Banks seem to be the worst.

"Telling THE TRUTH has such value, but being BEING HONEST is somehow considered QUITE SHOCKING now"

Regular readers will know that I spend a lot of time in my home in Ibiza, and as much as some elements of Spanish life drive me mad – think turning on the tap and no water comes out, so I automatically call a plumber, only to double check with my 80-year-old Spanish neighbour to find her shrug her shoulders and say she has none either. What can I say? It’s not as glitzy an island as you might think. Some elements of life here are much better.

I recently had to go into my local bank in Ibiza, where I have an account, and change some of my personal details. In the UK, that would involve form filling, automated chats where you can’t speak to a human, you know the drill. Here, I took my passport, visa and driving licence and, because they know me, they made the changes there and then. The whole process took no longer than 10 minutes.

Awaiting response

Compare this to trying to deal with our business accounts with Natwest in trying to remove a debenture against our limited company at Companies House, which so far has taken eight weeks to instigate. Several reminders have been sent by me and the team, only to receive the response that it had “slipped their mind”. Who would think we were actually paying bank charges for a service?

Having integrity is getting back to people, even if it’s to tell them something they might not want to hear. It’s having a moral compass – doing things for the right reasons but not just to get the right results, because it matters to who you are as a human being. It’s being truthful, honest and sometimes, if required, blunt (but never unkind). It’s not misleading people.

Industry voice

Our work in the Salon Employers Association is rewarding for that exact reason. Co-founder Toby Dicker and I put many hours in, unpaid of course, like many of our supporters do, simply because it is the right thing to do. Personal gain is irrelevant. It’s giving something back because it’s right.

I have always tried to teach my children that integrity, far from being something that’s great but not essential, is probably the best thing they can do for their mental health and wellbeing. Having a clear conscience – being straight with people – is the best aid to a good night’s sleep.

I will always call out behaviour that I feel doesn’t show integrity. I’m not perfect, but being diligent and kind is something I try to do for me. If someone else benefits from a little bit of altruism all to the good, but failing to call out a lack of integrity in other people is a compromise too far.

Hellen Ward is managing director of Richard Ward Hair & Metrospa in London, vice president of The Hair & Beauty Charity and co-founder of Salon Employers Association (SEA).