Page 31 - Sphere No.18 (Feb 2007)

SPHERE 27
SP E E 9
IT’S ALL ABOUT SERVICE
government support and fuel a sense
of patriotism,” said Mr Tam. “In Chi-
na, we have to take into consideration
our role in society more.”
Mall operators in China also have to
address the issue of counterfeit products.
Hutchison Whampoa Property staff may need
to regularly inspect the products sold in the premises to
ensure that tenants are meeting consumer rules and regulations
and goods are priced fairly. The inspections boost consumer
confidence as well as the shopping malls’ reputation because
DID YOU KNOW?
HWPG’s signature creation is
the Whampoa Ship, which was built
in 1989 on the site of Hong Kong’s
largest shipyard as part of the
Whampoa Garden
development.
shoppers know they are buying good
and reliable products.
With a host of local and interna-
tional industry players jockeying for
position in order to take part in China’s
developing retail landscape, Mr Tsui pre-
dicts the standard of shopping centres in the
Mainland will catch up with Hong Kong in five to 10 years.
But if Hutchison Whampoa Property’s track record is any-
thing to go by, the question will not be whether these malls suc-
ceed, but rather to what degree.
Mall the merrier: today’s
malls offer everything
from a 360-degree retail
experience to sporting
events and exhibitions.
M ALL MANAGEMENT has changed beyond all recogni-
tion in the last 10 years, according to CarmanWong,
Estate Manager ofWonderfulWorlds ofWhampoa.
Life was relatively simple in the early days. Back then, you
hired cleaners to make your mall spotless and guards to en-
sure the safety of the shoppers and tenants. Today, growing
demands from consumers has pushed the boundaries of ser-
vice to the point where mall managers now have to function
like hotel concierges.
“It isn’t just about ensuring the smooth operation of the
mall. You also need to actively develop good relationships
with tenants and go out of your way to help the customers,”
said MsWong.
“We have to train all staff across the board from customer
service attendants to technicians. Every job now effectively
encompasses some degree of customer service.”
For example, a shopper might ask a security guard or the
staff at the information desk where to find a certain product
or service. Both should know the correct answer and be
able to help the customer.
The concierge at the Wonderful Worlds of Whampoa
has taken the customer-friendly ethos a step further and
now provides services that are beyond the traditional para-
meters of mall management. “We do little things that make
a difference,” Ms Wong explained. “For example, you can
borrow baby strollers and wheelchairs from us. We also
provide plasters and sewing kits and sell stamps to shop-
pers too.We even reheat baby bottles!”