(Hong Kong, January 10, 2018) Hang Lung Properties today recognized the outstanding service of its tenants and their staff at the inaugural “Hang Lung Retail Service Award” Presentation Ceremony in Shanghai. A total of 26 awards were presented in Individual and Group Award categories. Over a hundred guests including management members and representatives of international brands, retail leaders, and elites in financial and professional services joined Hang Lung’s top management to honor the talent responsible for high-end retail service.
Hang Lung Properties is devoted to promoting service excellence, one of its most treasured values, through its leasing and operational strategies. In its efforts to nurture a culture of service excellence and to set the benchmark for quality service, Hang Lung Properties launched the Emerald Award in 2014 to recognize frontline staff with excellent performances in customer service. The “Hang Lung Retail Service Award” reinforces the idea of scaling new heights in the “new retail” ecology through partnerships with retail tenants. Attending today’s presentation ceremony were top Hang Lung management members including Executive Directors Mr. Adriel Chan and Mr. Norman Chan, Director – Leasing and Management Mr. Derek Pang, General Manager of Plaza 66 Ms. Vera Wu and General Manager of Grand Gateway 66 Mr. Rico Yip.
All the award-winning cases demonstrate the spirit of “Going the Extra Mile”, which lies at the very heart of the Hang Lung Emerald Award in which frontline staff go to great lengths to provide service that is beyond customers’ expectation. These services include the urgent delivery of goods to clients in person after working hours; changing the diaper of a customer’s baby; offering ideas for a surprise proposal; repairing an item from another brand; spending private time to handle a client’s personal affairs; and assembling an 85-inch TV set until midnight through the combined efforts of five staff members. All the awardees offer service from the heart with a shared belief in delivering a holistic and unparalleled experience to contribute to the brand’s professional image.
Subject to the ever-changing and competitive retail landscape, Hang Lung is committed to exploring consumer trends in the era of “new retail” with its retail tenants. At the Hang Lung Retail Service Award Presentation Ceremony cum Discussion Forum, Mr. Adriel Chan, Executive Director of Hang Lung Properties, and retail leaders delved into consumer trends in the current luxury market that are predominantly driven by Millennials and the Generation Z. Mr. Chan said, “Hang Lung has been thriving in the commercial property sector on the Mainland for over 20 years. With on-going projects in eight cities across the nation, we envision a high demand for service customization and holistic experience, which also serves as an important indicator for us in conceiving leasing strategies and marketing events. We are pleased to see that retail tenants share our visions in reaching the highest standards in the area of customer service. Together, we strive to create the hottest spots for customers to spend their social and leisure time.”
Mr. Chan added that Hang Lung constantly refines its properties’ tenant mix in line with new consumer trends while organizing innovative marketing events. At the same time, quality service also features prominently in Hang Lung’s operations, providing an excellent and caring customer experience.
Exploring the challenges and opportunities brought forth by the era of “new retail”, eminent guests at today’s forum included Ms. Jessie Qian, Head of Consumer and Retail (China) of KPMG China; Mr. Roth Lai, Deputy Editorial Director of ELLE China; Ms. Bunny Gu, representative from a renowned mystery shopper research company, and Mr. Ji Liang, famous fashion blogger in China.
The “Hang Lung Retail Service Award” is the Company’s first attempt to recognize the extraordinary performance of the individual and corporate teams of its retail tenants. The program attracted enthusiastic responses from tenants, as evidenced by over 150 nominations for the Individual Award and almost 100 nominations for the Group Award from Plaza 66 and Grand Gateway 66 in Shanghai. A judging panel comprising Hang Lung’s senior management members selected the 26 winners in the two categories of awards based on customer satisfaction, problem solving and creativity, and proactiveness and accountability.
