Dangerous Words In Business: "We Will Keep You In Mind"

There is a peculiar contradiction in the business world.  We celebrate experience.  We applaud longevity.  We admire the people who have spent decades learning their craft, surviving difficult circumstances, solving problems, and developing the judgment that only comes from doing the work.  And then we overlook them.  We hire the cheaper option, the trendier option, the person with the better social media presence. the person who looks the part, knows the right buzzwords, and has mastered the art of appearing successful.  And when something goes wrong?  We wonder where all the experienced people have gone.  They're still here.  They're simply waiting for someone to recognize that experience is not an outdated qualification, it's an asset.

When Did Looking Successful Become More Important Than Being Capable?

    Somewhere along the way, we began confusing visibility with ability.   A beautiful portfolio became evidence of expertise.  A large following became evidence of influence.  A polished presentation became evidence of competence.  And years of actual problem solving became something to acknowledge politely before moving on to the next shiny thing.  But experience isn't always photogenic.  You cannot photograph the crisis that never happened because someone anticipated it.  You cannot post a glamorous picture of a contract discrepancy caught before it became an expensive mistake.  You cannot capture the value of a difficult conversation that saved a client relationship.  And you certainly cannot measure the full worth of a professional by how well they perform for an algorithm.  Some of the most valuable work in business is the work nobody ever sees.

The Cost of Overlooking Experience

    In hospitality and event management, the consequences can be immediate.  A poorly managed client relationship can cost future business.  An inexperienced decision can compromise an event.  A missed detail can damage a reputation that took years to build.  And a professional who understands the difference between an inconvenience and an impending disaster can be worth considerably more than the savings achieved by hiring someone cheaper or trendier or younger or showier.   That doesn't mean those  professionals lack talent.  But potential and proven judgment are not interchangeable.  And pretending otherwise can become an expensive lesson.

Appreciation Is Not the Same as Opportunity

    Here's another contradiction.  We tell people how much we admire their work.  We praise their knowledge.  We thank them for their contributions.  We tell them we would love to work together someday.  And then we do nothing.  No introduction, no referral, no invitation to participate, no opportunity to demonstrate the very expertise we claim to value.  Of course, nobody owes another professional a contract or a recommendation. Business decisions must be based on fit, trust, and genuine need.  But if we truly believe someone has something valuable to offer, shouldn't we occasionally do more than applaud from the sidelines?  I have spent 23 years putting my appreciation into action.  I have referred trusted professionals with my clients’ events.  I have written about a wonderful experience with a business.  I have done my part- more than just a compliment, an action.   A compliment recognizes someone's value. An opportunity puts that belief to the test.

The People Who Know What to Do When Things Go Wrong

     I have been around a long time and I have learned something that no photograph, credential, or marketing campaign can adequately communicate.  The real test of a professional is rarely what happens when everything goes according to plan.  It's what happens when it doesn't.  When the resources are inadequate.  When expectations exceed reality.  When the unexpected arrives without an invitation.  When someone has to make a decision, accept responsibility, and find a way forward.  That's when experience stops being a line on a résumé.  It becomes the difference between reacting and leading, between creating another problem and solving the one in front of you, between hoping everything works out and knowing what needs to happen next.

A Question for the People Making the Decisions

    The next time you encounter someone with decades of genuine experience, ask yourself something.  Are you evaluating what that person can contribute?  Or are you allowing assumptions about age, presentation, cost, or familiarity to make the decision for you?  Are you hiring for the appearance of success?  Or for the ability to deliver it?  And when you tell an experienced professional, “We'll keep you in mind,” do you actually mean it?  Because experience doesn't disappear when we stop paying attention to it.  But businesses can lose an extraordinary amount when they fail to recognize its value.  The most expensive talent may be the talent you never gave yourself the opportunity to use.