By Inquirer.Net
Employees and partners in business share the positive influence Henry Sy, Sr. has given them
Over the years, there have been numerous stories about Henry Sy, Sr., fondly called by many as “Tatang.” With the growth and advancement of the now-global retail conglomerate SM, the name Henry Sy has been synonymous with keen business insight, success, and expansion.
But there are other things people associate with the name, especially by those who have worked for and with Tatang himself. Foremost would be good customer service, for which SM has also become known for.
Good customer service goes beyond the moment your customer faces your staff or sees your product. SM, thanks to the hands-on approach of Mr. Sy, has shown time and time again that good customer service goes deeper—to the very heart of the business and its culture.
But of course, this is all proven through how the customers truly experience SM’s service. In the inaugural Philippine Best Customer Service 2023 survey created by the Philippine Daily Inquirer and leading data and business intelligence portal Statista, the SM Group received high scores on the basis of accessibility, communication, and professional competence. The top companies given the Best Customer Service awards were SM Markets, SM Cinema, and SM Store. Among retail affiliates of SM Group, Uniqlo, Watsons, Crate & Barrel, Our Home, and Pet Express were also awarded. Also recognized was Goldilocks Bakeshop, a part of SM’s portfolio investments.
Think of the customers
One of Mr. Sy’s notable habits was making regular rounds at various department stores, a practice for which he became particularly well-known. He was known for his meticulous attention to product displays, ensuring that customers could see and experience the diverse offerings from the mall’s tenants and partners.
One of the most well-known brands in photo and digital imaging, Great Image, shares a particular learning from Tatang. Robert Palomo relates to the Inquirer: “Tatang would tell me, You have to engage the customers, you have to feel the senses of the customers. [Retailing] is not so much about the goods. They have to have an emotional experience.”
Likewise, SM Store’s former assistant vice president for store operations Ma. Cecilia Abreu recalls a question that Tatang had posed during one of his rounds at the shoe section: “Can our customers still afford to buy our sandals at this price?” The question, Abreu says, struck her because it showed how dedicated Mr. Sy was to understanding the customers’ needs.
It is this mindset that has anchored SM’s operations nationwide—thinking about how best to serve the customers, they provide and offer services catering to the widest needs. This care goes even beyond the realm of retail. We see this in their support for women’s causes, for example, through the establishment of breastfeeding stations throughout SM Supermalls nationwide. These stations give women a safe space to rest and care for their children while at the mall.
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