A McKinsey article dated 2017 titled ‘Malls of the Future Will Be Less About In-Store Shopping & More About Giving People Novel in-Store Experiences They Can’t Get on Their Smartphones – What Some Call Retailtainment’ talks about how it is imperative for malls to soup up their facility management initiatives in a bid to offer niche and innovative experiences to their patrons.
Taking forward the theme, Shopping Centre News takes a quick look at the facility management initiatives by major malls in India.
Clean restrooms, availability of prams and wheelchairs, foreign exchange services etc are not just luxuries that a mall needs to extend to patrons but are basic amenities no mall can afford to overlook, and which consumers expect. Malls are working towards better managing these facilities, and understanding the fact that it is detrimental to their revenue and footfalls to overlook basic details like ensuring the air-conditioning works well, the escalators function without a hitch and the washrooms and parking areas are well taken care of in order to smoothly function during rush hour as well as on lean days. Aside from this, with the dynamics of the current shopping behavior heavily in favour of the click-and-buy trend, malls now have an added responsibility – that of ensuring digitalisation under their facility management vertical.
Retailer Management Services
Besides taking care of the patrons at the mall, facility management also entails ensuring that the staff (mall as well as retail staff) is treated right. Santush Pandde, Mall Head, R City Mall says,
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