At one of the centres I was standing by the public toilets with the management staff discussing signs, cleaning and various other matters. A gentleman rushed up to us complaining of scalding his hands with hot water in the gents toilets. When he had gone the centre manager reacted by saying, "People just complain." I found this incredible, so I rushed after the gentleman and apologised, saying that we would attend to the problem. I then went to the toilets and tested the water (which burned my hands!). I went back to the manager and said, "I want the temperature problem resolved now, and I never want to hear another comment like that again - they are our customers!"

This could have gone one of two ways, but luckily they sprang into action, sorted out the problem and apologised profusely. Subsequent trips have confirmed that they're taking on board my basic mantra - the customer is king.

In other centres we have challenges on layout, quality of materials, non-disclosure from vendors and a whole raft of other issues. However, the one thing that remains constant is what we are here for. It doesn't matter to me the culture, the local traditions, the expectations or the politics; at the end of the day all these can be learnt and addressed. What can never be ignored though is the basic need for a shopping centre to be run as a business. The centre gets the people in and the retailers sell to them. Everyone is on the same side.

As the credit crunch bites and the shopping centre pass-the-parcel finds the music has stopped, that will be the test to see who can truly add value through good management.

Roger J Southam,

Chairman & Chief Executive, Chainbow,

http://www.chainbow.co.uk

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