Forward-looking as it is, SM Supermalls, which marks its 65th anniversary this year, is also one company which never forgets to look back, reflect on and draw lessons from the past. A past where company founder, the late Henry Sy Sr., loomed large.
SM Supermalls, the country’s largest mall chain, celebrates its 65th anniversary on a high note. Now that happy days are back, and with Christmas just around the corner, SM is again on the cusp of new beginnings while it gears up to break its own record not only in terms of sales, but also in terms of the number of happy customers it will serve.
Forward-looking as it is, SM Supermalls is one company which also never forgets to look back, reflect on and draw lessons from its past. A past where company founder, the late Henry Sy Sr., or “Tatang” as he was fondly called by his employees and managers, loomed large. Here are a few anecdotes that celebrate his kindness and humanity.
When Mall of Asia opened in 2006, Sy, was walking around the SM Store alongside Ma. Cecilia Abreu, then SM’s assistant vice president for store operations.
As is usually the case with him, he dropped by the shoe section, checked the shoes and sandals, and then asked the sales clerks a few questions. “Marami pa ba nito (Do you still have a lot of these)? 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?”
“Mr. Sy is very consistent when it comes to 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 is traced back to none other than Tatang.
Abreu went a bit further down memory lane, back when she was an assistant branch manager of SM Makati.
“We once had a customer who carried a lot of bags with her. But I don’t recall ever seeing her buying anything. She would always sit by the lobby and look for Mr. Sy.
When we told Tatang about it, he just smiled and said: ‘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 even if there’s a typhoon, we would still be open. For Tatang, 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 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 today. 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.”
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, Monasterio shared those days as branch manaager, “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 Parañaque, Rose Siaco still remembers what he told her, “This is a bonus, Rose, and it’s not part of my vision.”
The Distribution Center 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 go out of her comfort zone, starting her journey as Shoemart Inc.’s Supplies Officer. This is where her organizational skills and attention to detail would come in handy.
Seeing that Siaco thrives on challenges, Sy assigned her as 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. “I went through extensive training. I attended seminars where I was often the only female participant,” Siaco added with a laugh.
For her, Tatang is really a disciplinarian, like a strict teacher. “If you make a mistake, he would correct you. No beating around the bush.” 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: “I feel like I belong here becaue they treat their employees like family.”
Stories shared, vision realized
Abreu shared another anecdote, which to this day still makes still her teary-eyed. “After his usual rounds, Tatang bade farewell to everyone. He got into his car but before long, he got out of it. Everyone was still outside, waving and thanking him for the visit. He then 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 among the countless ways in which Henry Sy, Sr. showed he cared. Now, his employees and colleagues continue to tell stories about him that help the company inspire its employees and managers, and, in effect, realize Tatang’s vision.
