Fox Hills Mall sought to raise the caliber of its retailers’ applicants after some merchants noted a lack of qualified individuals, and secret shopper surveys revealed a low customer service rating.
Boy Scouts and their parents staffed the “Customer Care Crew” at Bannister Mall, helping holiday shoppers by opening doors, carrying packages, and guiding them across the street. The Scouts earned a monetary contribution, which helped them purchase new gear, and shoppers enjoyed the service.
8 shopping centers teamed up to provide free trolley rides between each other. Collection boxes on the trolleys resulted in $3,600 for charity, and over 16,000 holiday shoppers responded positively to the service.
Sales associates from stores in Oglethorpe Mall competed in “The Challenge” to test their retail sales skills and knowledge. Separated into groups above and below the age of 25, each were evaluated on “Mystery Shopper” visits, interviews, and product presentation. The top two winners were awarded $300 in cash and a trip to the National Retail Federation Conference. Back at the mall, a customer service ad campaign was created to encourage shoppers to submit their opinions for a chance to win a weekly $250 gift certificate. The mall received 5,250 comment cards from the promotion.
White Flint used silent, vibrating pagers to notify its shoppers when their tables were ready in The Cheesecake Factory — or when three hours of supervised play had passed, and it was time to retrieve their children.
For shoppers’ convenience, Bramalea City Centre set up a one-stop “Sign-Up Time Activity Fair”, where they could register for sports and other activities without any hassle.
Westmount Shopping Centre’s childcare facility, Let’s Play, gives mothers a chance to enjoy some easy shopping. The return has been outstanding: sales were up $5 million from last year, and mall visits increased by 700,000.
Halifax Shopping Centre provides the visually-impaired with shopping guides, who assist with banking, gift selection, clothing and grocery shopping.