For the customers, the malls became part of their lifestyle. Scholars led better lives because of the scholarship program. Sy also insisted that the frontliners should always look polished and pleasant at any given time. His main concern was customer satisfaction because it created loyalty and sustained business.ĭiscipline at work sets SM employees apart from the rest of the pack. She quoted Suniga and Carina Nudo, checking supervisor for the SM Store, both 47-year employees of SM, about what they learned from Sy. That grand opening day, MoA, ranked the 13th largest mall in the world, posted a record one million visitors.ĭizon learned about the great but quiet ways of Sy when she interviewed pioneer employees during SM’s golden and diamond anniversaries. He stopped to savor the sunset over Manila Bay. The Sunday before the opening, he toured the press around the complex. He built the SM Mall of Asia (MoA), as a shopping, entertainment and leisure destination at Bay City. Sy had envisioned that the Philippines would become a top destination in Asia because of its strategic location, the people’s hospitality and ability to speak English. In 2004, Sy and his heirs apparent, Teresita Sy-Coson, vice chair of SM Investments Corporation, and Hans, SM Prime Holdings chair, landed on the cover of Time Magazine.Īlthough the interview took several days, Sy was a gracious host, taking the Time team around SM Megamall and bringing them to his home in Tagaytay. Dizon was privileged to have sat in his interviews with international publications. Sy stayed out of the limelight and granted interviews only on rare occasions. The malls became family-oriented,” said Dizon. “He wanted his customers to enjoy good clothes and shop well at reasonable prices. Sy’s vision was to provide new experiences for the market. Millie Dizon, senior vice president for communications, SM People who have worked with him share their unforgettable moments with Lifestyle. It was typical of the SM Group founder to invite his employees or tenants for a cup of coffee for a chat and an impromptu “lesson.” Sy has been synonymous with coaching and caring, diligence and dedication. Marissa Fernan, senior vice president of SM Prime Holdings-VizMin, remembered the days when she drove Sy around Cebu in her pickup. He’d sit on the park bench in front of Café Elysée to observe the shopping habits of customers. None of the customers were aware that he was the owner. Menswear designer Anthony Nocom recalled how in the ’80s, Sy would come to SM Makati, in his trademark printed shirt. He replied, “No, we are doing SM.” The Sy family was often seen in the dampa. Not knowing who he was, she asked if he was in the restaurant business. A dapper young Henry Sy, still on his way to becoming a taipan Fashion retailer Marilou Peña-Koa recalled meeting him in the dampa seaside market when he was buying a lot of fish. No one is left behind.” Suniga started as a clerk of Sy’s wife Felicidad in SM Makati in 1972, and is now vice president for operations in North Luzon 3.ĭespite Sy’s stature as the country’s richest man, he remained humble and simple. Now on its 30th year, French Baker has 63 branches, over 40 of which are in SM malls.ĭizon quoted employee Luisa Suniga as saying, “As the company grows, we grow with the company. Upon Sy’s prodding, Koa expanded the bakery to include meals, and has since grown the company. Koa was content with his space at SM North Edsa Annex. SM’s homegrown retailer Johnlu Koa attributed the growth of French Baker, a bakery chain and café, to the way Sy nurtured his tenants. He was very focused, and encouraged me to do the same,” said Tan. “He imparted valuable lessons in shopping behavior, mall plotting and working closely with tenant partners. Steven Tan, chief operating officer of SM Supermalls, recalled how Sy shared a cup of coffee with him at SM Mall of Asia every day. He gave us many lessons in life and in business,” she said. Most employees called him Tatang because he demonstrated his fatherly traits. Millie Dizon, SM senior vice president for marketing and a long-time employee, recalled that in the late 1980s and early ’90s, the mall culture was just emerging. Sy was a hands-on owner/leader, mentoring generations of employees. The late taipan Henry Sy led the SM Group to dominance by adopting a paternal style to business that inspired trust, commitment and values. Despite Sy’s stature as the country’s richest man, he remained humble and simple, say those who worked closely with him.
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