Best Practices

Overview

Located in the northern part of the Tiong Bahru estate, Tiong Bahru Mall is a hip hangout for youngsters and convenient one-stop mall for the whole family.
With its 134 shops housed within its six levels inclusive one basement level,   the mall provides most of the services that families would need, within one convenient location.

Strategy

Mission

To position itself as a friendly local mall for all generations, Tiong Bahru Plaza is geared towards creating packages and offers that attract both the young and old while the implementation of cheerful and thoughtful service acts as a bonus to make the retail experience a fun one.

Tiong Bahru Plaza is constantly evaluating best measures and practices to provide that fun element and to ensure that the mall is accessible, user-friendly and safe for all members of the family.

Product & Service Mix

To offer a refreshing shopping experience for the whole family, the mall is placing a stronger emphasis on product and service offerings that distinctly focus on the family unit. Its F&B tenants, including Kopitiam and Sakae Sushi have committed to adding a play area and family seating area to create a pleasurable family dining experience.
 

Marketing & Promotions

To encourage more families to visit the mall together, the mall management actively works with key tenants throughout the year to organise fun and creative advertising and promotional events that can be enjoyed by everyone in the family. These range from stage musicals, games, fashion events, wellness to health events.

“The Generation Cook Out” event required family team members of different generations to compete for the best-tasting and most creative dishes.

Service

Service Attitude

The Customer Service Officers at Tiong Bahru Plaza also act as mall ambassadors to anticipate the needs of families and make them feel welcome at the mall. Besides being stationed at the customer service counter, they are also trained to render assistance to shoppers who look “lost”, especially children or the elderly.

Nurturing service care

To nurture service care, Tiong Bahru Plaza aims to be a more family-centric organisation in its programme offerings for families. Seeing the synergistic value of working with other Pro-Family organisations in joint events, the mall has partnered “I Love Children.Org” on the “Still A Kid and Loving It” programme in conjunction with Children’s Day celebrations.

During the exhibition of kampung games (organised together with the Singapore Heritage Board), children participated and learnt about games that their parents played when they were young.

The mall also organised an event with Love and Romance, a non-profit voluntary organisation, to promote romance among married couples.

Safety first

In terms of emergency preparedness, staff attend training in basic first-aid and handling of crisis or emergency management situations; including counter terrorism measures, fire drills and other types of emergencies.

Infrastructure

Access & Layout

To enable easier access to the mall by all members of the family, Tiong Bahru Plaza upgraded its space layout to enhance shopper access and traffic flow into and within the mall. A new basement entrance with an additional escalator was constructed nearer the MRT exit. Side corridors were opened not only to give tenants greater visibility but also provides wider aisles for the convenience and safety of customers on wheelchairs and families with young children.

There are also wide ramps and open spaces near the mall main entrance for easy access by patrons with prams, shopping carts and wheelchairs. 

Facilities

For the comfort of families, Tiong Bahru Mall has a diaper changing and nursing room, children urinals and washbasins within toilets and ample seats are location in and around the mall for weary and waiting shoppers and the elderly.

The mall’s cleaners also undergo a customised service excellence training programme that includes guidelines on how to interact with shoppers at key touch points, such as toilets.