The Moodie Davitt Report brings you the latest column in our Spirit of Independence series, in association with Tito’s Handmade Vodka. The series focuses on family, independent, entrepreneurial companies in travel retail, and on the personalities that lead and shape them. In this edition we speak to Ever Rich Duty Free Chairman Simon Chiang and President Kevin Chiang about their family and corporate values. [This column first appeared in The Moodie Davitt e-Zine.]
You are proud sons of Taiwan. Where were you born and raised?
Simon Chiang: I was born in city called Jia-yi in central Taiwan.
Kevin Chiang: I was born in Taipei, studied in Canada for more than ten years, and then returned to Taiwan after graduation from university.
Tell us about your early career. How and when did you enter the duty free business?
Simon: In my early years I worked as an agent for local and international fashion brands. I officially stepped into the travel retail industry in 1995, when Ever Rich Duty Free Corporation was established.
Kevin: My experience in travel retail started when I became a salesperson at Taiwan Taoyuan International Airport eight years ago. Starting at a junior level my experience in the channel progressed through customer service, logistics management, fashion merchandising, Marketing Director and Vice President, so I acquired a deep understanding of the travel retail market.
service and Chinese traditional values
What was the business like back then?
Simon: Ever Rich’s very first operation was at Kaohsiung International Airport, when the number of tourists to Taiwan only reached 5 million; Mainland Chinese were not allowed to travel here at that time. We have been through many difficulties since the business at Taoyuan International was established, such as SARS and some natural disasters, but we never laid off any employees nor reduced salaries because of them. The whole company fought together to get through the challenges.
Kevin: When I started working for Ever Rich we only had a few shops – Taoyuan International Airport, Kaohsiung International Airport, Kinmen Harbour and a downtown duty free shop in Taipei.
How has the business changed through the years? For better or worse?
Simon: Ever Rich has always been ‘public-interest oriented’, whether it was with 500 employees 20 years ago or since it has grown to nearly 8,000 employees today. Ever Rich’s core business value is to put people first, be guided by public service, and to serve the public interest. We adopt Chinese traditional culture in training all our employees, and we never forget to implement this core value by giving back to society. And despite all the challenges and difficulties over the years, we believe we are following the right path.
Kevin: Generally speaking, there are far more tourists to Taiwan these days. However, Ever Rich always tries to provide not only a professional duty free service but service with a unique cultural experience and deep emotional bonding. This is the reason that we are able to keep expanding, diversifying into different businesses, and promoting Taiwanese tourism to a wider and deeper extent.
If you had to name some highlights of your career, what would they be?
Simon: All employees making progress in different fields, and earning partners’ trust and respect with professional attitude; Taoyuan International Airport’s service being recognised by Skytrax with the Best Airport Staff accolade; and every employee being willing to use their holiday to undertake community and charity work. All of these bring me a great sense of achievement.
Kevin: In 2014 we opened Asia’s biggest downtown duty free shop, Ever Rich Golden Lake Plaza, while Ever Rich’s first international standard hotel, Golden Lake Hotel in Kinmen, started operations in 2015. We also take pride in the launch of our e-commerce website and our Ever Rich Jewelry brand. All represent our great diversity, and the potential of our business to succeed in the future.
Who have been the major influences on you in your time in the industry, and the people you have respected the most?
Simon: It was a life-changing moment when my mother insisted that I go to Taipei City to start my career. And I was inspired by Master Chin Kung to gain a profound understanding of Buddhism and traditional Chinese culture, which led to the building of the unique Ever Rich corporate philosophy.
Kevin: My father and former Vice Chairman Jack Wu inspired me a lot and gave me many important concepts to use both in business management and for daily life.
You are synonymous with your own family company. Tell us about your values and those of your company.
Simon: I have been teaching all employees to bear in mind our philosophy ‘put people first, be guided by public service, and to serve the public interest’. Making a contribution to society is the core value of Ever Rich.
Kevin: I believe in the circulation of good. The company value to me is to market Taiwan and raise the visibility of Taiwan in practical ways.
of pride for the Taiwanese company
In a business dominated by big organisations and big brands, is there still a role for the independent, entrepreneurial or family spirit? How should that be nurtured?
Simon: At Ever Rich the way we
define a family company might be a little different from the traditional one. To follow the traditional Chinese culture is our corporate spirit, and we always remember to put people and society first. Everyone who shares in this corporate value and responsibility is considered as a family member.
Kevin: Independent corporations have an advantage in being able to inherit and extend their core values and philosophy. Also the confidence in the company’s strategy, sense of mission and decision-making efficiency are all that much higher in an independent corporation.
If you have a philosophy that guides you in your career and life, what would that be?
Simon: The value of life is not in duration but in contribution. The value of work is not about how much you can earn, but about how much help and service you can provide.
Kevin: If you want to make the world a better place, start with the man in the mirror.
