In 2016, Old Market became a WorldHost recognised shopping centre. To achieve this all our staff participated in World Host training in which the site cleaning, security and management teams all excelled. The World Host training programme focuses on customer service, and is a ‘must have’ in the retail industry.
To maintain our high customer service levels, the centre is regularly assessed by mystery shoppers and survey customers. The team also regularly reviews customer feedback, and takes their ideas and suggestions into account. We also like our staff to feel appreciated, and so, when someone achieves something superb in customer service we like to celebrate their accomplishment as a team.
As a way of further rewarding our staff, we are running a Shining Star award scheme, inviting individual staff members to nominate someone who has gone above and beyond the expectations of their role – making a truly positive difference to a customer or tenant’s day.
Harry Richards, for example, is one of Old Market’s Cleaning Operatives and was recognised by several of the Customer Service Team for his continuous help and assistance outside of his role’s requirements, both with customers and his colleagues. The team wanted to thank Harry for this, and therefore gifted him tickets to see Manchester United play at Old Trafford, a live-long dream of his. We are happy to be able to reward our individual team members for all the hard work they put into making Old Market the leisure destination it is.