SHKP Quarterly

Winnie is keen on meeting Club members 謝文娟珍視每次跟會員溝通的機會 its 20th birthday party at a grand Ho Man Tin development by the Group allowing members to have first-hand experience of the quality environment at the project.” Spreading the Loving Home spirit through Group connections The Club began Loving Home campaigns in 2006 after surveys and research showed that ‘home’ was important to members, and now it spreads the spirit in the community via Group residential estates and malls. Loving Homes took the Club into a new phase of connecting with members for its tenth anniversary, while it continues with property-related offerings. The theme also echoes the Group’s Building Homes with Heart ideal to add character and value to the brand. The new direction is manifest in different annual Loving Home themes like Smile, Cherish Your Family or Support the Family to encourage wider participation. Winnie said the Club holds writing competitions every year to collect touching stories, and entrants have ranged from two to 83 years old. She enjoys the award presentation ceremonies: “It warms my heart to see recipients telling their stories on stage with family members in the audience. This power of mutual support is what makes a real home.” The Club stepped up its efforts to connect with younger people by opening a Cherish Your Family Facebook page in 2011, and it now has 85,000 fans. The Club also introduced the Lovey-loving Family cartoon characters, which Winnie explains are an engaging way to offer tips on family life. “We post comics on the Internet and send roving exhibitions to Group malls, which had been viewed three million times up to 2016,” she said. Constructive communication The Club’s awareness of new trends e cho e s t he G roup’s emphasis on continuous improvement. Winnie believes in field research and the sharing of information and knowledge, so she encourages brainstorming in the team where colleagues share their views and suggestions. She says: “Having colleagues with different backgrounds interact is more effective for thinking up new events or services that members really appreciate.” Winnie sees the Internet continuing to grow as a convenient medium of exchange and says: “We get a lot of construc tive feedback from social networking sites, and this provides inspiration for our programmes. An example was the 20th anniversary Love in SHKP Tour series, where we showed members some of the Group’s diverse businesses with other departments and subsidiaries. There was a parent-child workshop with SmarTone on virtual-reality technology and a tour of a Kowloon Motor Bus depot featuring retired buses that reminded people of their childhoods and gave them a better understanding of KMB’s quality service and unseen aspects of operations.” Teamwork delivers the best T he Group’s e x tensive malls, hotels and subsidiaries are important channels for promoting the Club’s Loving Home philosophy, so Winnie counts on teamwork to offer members attractive property and leisure privileges, exciting events and information. The process isn’t always easy, but Winnie and her team are rewarded by customers smiling out of surprise or satisfaction, which they see as motivation to continue providing quality service. While teamwork is crucial, Winnie also points to a culture of continuous improvement and active learning: “Management share their experience and insights, and we have plenty of training opportunities. I was offered the chance to join a short course at Harvard about the application of social media and its future development.” Home as motivation Winnie’s commitment to spreading the Loving Home spirit comes from her belief in family support. She thinks being with family is very important and especially enjoys the annual trips her husband arranges for them, saying: “Time spent with family greatly enriches life.” Loving Home is more than a slogan for Winnie; it’s a source of energy in life. Rising demand led to more sophisticated initiatives featuring professional, interactive elements and parent-child participation 為提高服務品質及吸引度，新地會近年在物業相關活動及服務中加入了專業性、互動和親子等元素，以迎合 客戶對於服務不斷提升的要求 19