When the Mall of Asia
opened in 2006, Henry Sy, Sr. was walking around the SM Store alongside Ma.
Cecilia Abreu, who was then Assistant Vice President for Store Operations.
 |
| Henry Sy, Sr. during
MOA Opening in 2006. |
As is usually the case
with Mr. Sy, he dropped by the Shoe section, checked the shoes and sandals, and
then asked a few questions to the sales clerks. “Marami pa ba nito? Are these
fast-moving?”
The questions did not
stop there. Holding one sandal, he asked Abreu a question that stayed with her:
“Can our customers still afford to buy our sandals at this price?”
“Ang iniisip niya
talaga is kaya pa ba ‘to ng customer. Very consistent si Mr. Sy when
understanding his customers, what they want, and what they need,” Abreu shared.
That consistency in
understanding its market has stayed with SM through the years. Providing
customers with affordable and quality items goes way back to Tatang - the name
Mr. Sy, Sr. was fondly called by those whose lives he touched.
Once an Assistant
Branch Manager of SM Makati, Abreu has a lot of stories about Tatang.
“Meron rin kaming isang
customer. Nagdadala siya ng maraming bag. Hindi naman siya bumibili. Then she
would always look for Mr. Sy. Uupo siya dun sa daanan ng lobby namin. Sasabihan
namin si Tatang, Sir andyan na naman ho yung lady na palaging naghahanap sa
inyo. Tatang would tell us with a smile on his face, ‘let her sit there.’”
Honoring commitments,
respecting hard work
Continuing the story of the SM Makati customer, Chelo Monasterio, once an SM
Makati Branch Manager, said, “Tatang feels that SM is for everyone. That’s why
di ba kahit pag typhoon, we will open. It was because, for Mr. Sy, we are a
shelter for people.”
Monasterio joined SM 41
years ago, back when there were only three stores: Quiapo, Cubao, and Ermita.
Climbing the ladder from HR manager, SM Makati Branch Manager to becoming SM
Store President, and now a Consultant for SM Retail, Monasterio shared with
pride, “We were trained by Tatang. So what we think, what we impart came from
him. He molded us to be what we are. He managed us but he did not make us
scared of him. We could tell him how we felt and he would never take it against
us. He listened to what people had to say.”
 |
| Shoemart Makati in
the 1980s. |
According to
Monasterio, Tatang was not flowery with his words. He was very direct to the
point. These words, simple as they may seem, but for her, “these are the words
that I carry with me.” In one instance, Tatang told her. “Chelo, there are two
traits that you should have that will make you successful. One, you have to have
common sense. And the other one is you have to have industry.”
With a smile,
remembering those days at SM Makati as Branch Manager, Monasterio shared, “Mr.
Sy mentored me on selling operations. He would help me in the morning and talk
to me about merchandising, about shoes. He would talk about how to handle
people including suppliers - that you have to be kind and that you have to
honor your commitments to them because that will dictate your reputation.”
Tatang liked to spend
time and talk and share his dreams and aspirations.
“When he shares it with
you, you feel a certain affinity - that you belong and that you’re gonna help
him with his vision,” Monasterio said.
Believing in your vision
and your people
On Mr. Sy’s last visit
touring SM Store’s Distribution Center in Paranaque, Rose Siaco still remembers
what he told her, “This is a bonus, Rose, and it’s not part of my vision.”
The Distribution Center
(DC) is where SM Store’s suppliers drop their products for transfer to SM Store
branches and Retail affiliates across the Philippines.
In 1978, Siaco was a
practicing Medical Technologist who dared to try something outside of her
comfort zone. She started her journey as Shoemart Inc.’s Supplies Officer that
year. This is where her organizational skills and attention to detail would
come in handy.
Seeing that Siaco
thrives on challenges, she was given the task by Mr. Sy of becoming an acting
warehouse manager. “I told him that it’s a man’s world, but he told me to train
as a warehouse manager. He said to me, ‘I need your talent. I don’t need your
physical strength. That would be too taxing for you,’” Siaco shared.
This encouraged her and
inspired her to enroll in management courses. “Talagang nag train ako. I
attended seminars. Those were the days na pag nag attend ako ng seminar, I was
the only female participant,” Siaco further added.
For her, Tatang is
really a disciplinarian, like a strict teacher. “If you make a mistake,
i-cocorrect ka na niya - on the spot. Ganun siya mag train.” She also said that
he also informed the affected staff of the consequences of the mistake.
Other than thriving on
new challenges, Siaco shared the reason why she stayed with SM for 45 years:
“Kaya rin ako nagtagal, I don’t feel that they are other people. They treat
their employees like family.”
Stories shared, vision
realized
Abreu shared another
anecdote. “Supermarket. After his usual ‘rounds,’ Tatang bade farewell to
everyone. He got into his car but before the car even left, Mr. Sy got out of
the car. Everyone was still outside, waving and thanking him for the visit. Mr.
Sy said in a clear voice ‘I want to thank each and every one of you for your
hard work.’”
Sharing his vision, telling
stories, and words of gratitude are the ways in which Henry Sy, Sr. showed he
cared. Now, his employees and colleagues from the small stores of Quiapo and
Makati continue to tell his stories and help the company realize his vision.
