SAFETY-FIRST CUSTOMER SERVICE: THE NEW MANTRA FOR MALLS
Shopping Centre News|June 2020
SAFETY-FIRST CUSTOMER SERVICE: THE NEW MANTRA FOR MALLS
As shopping malls gear up to re-open their premises on June 8, the day appointed by the Government of India, they have understood that with re-opening will come greater responsibility – that of watchfulness in as far as hygiene goes to ensure consumer safety and confidence…
The sixth #SCAIMondays virtual roundtable series, conducted on June 1, focused on how footfalls and shopper movements could be managed inside shopping centres since they have now been given a green signal from the Government of India to re-open their premises outside of containment zones on June 8. For mall developers, hygiene, security, and safety measures have become – and will continue to remain – the biggest challenge in the new normal.

The discussion also touched upon the Shopping Centres Association of India (SCAI) Guidelines for shopping centres to operate in the COVID-19 era.

The panel was moderated by Najeeb Kunil, ED, Pioneer Property Zone Services. The other panelists included:

  • Aslam Packeer Mohamed, MD, Marina Mall, Chennai
  • Harsh Vardhan Bansal, Director, Vegas Mall & Unity Group, Delhi
  • Shrirang Sarda, CEO & Managing Partner, Sarda Group, Nashik
  • Sushil Mohta, Chairman, Merlin Group

Amitabh Taneja, Chairman & Founder Director, SCAI who was hosting the webinar, opened the session by welcoming the Government’s decision to reopen malls which are not in containment zone in India. “The agenda of the session is ‘SafetyFirst Consumer Service’. The discussion intends to elaborate on the SCAI guidelines and SOPs for shopping centres to start the re-functioning on in the days to come. We are on the verge of re-opening malls and this week is the only time left for malls for preparations and to take necessary safety measures. The responsibility of the industry is immense, and we have to be very watchful in our approach and have to ensure consumer safety and customer experience so that people can come out of their homes to shop with confidence.”

Consumer Safety & Service

Najeeb Kunil, ED, Pioneer Property Zone Services elaborated on the SCAI guidelines and asked panelists how they were implementing SOPs in their respective shopping centres, given that there was very little time left to experiment and innovate.

“We have been under lockdown for over two months now, so I am confident that people will come out to shop in large numbers after this huge gap. Therefore, it is extremely important to ensure the safety of consumers by taking all precautionary measures related to social distancing, crowd management, disinfecting the malls, signage etc. We have a very skilled team and they are working extremely hard to implement all these measures in time for the re-opening,” Sushil Mohta, Chairman, Merlin Group explained

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June 2020