Making Singapore a Home for all Families

As a father of two, I know that family outings (especially with young children or an elderly parent) can be a real challenge.

In the past, there weren’t as many shopping malls, and most did not cater to families with young children or elderly parents. Popping out for a quick dinner with kids in tow was no walk in the park! I still remember the days when my wife and I would try to plan every outing in advance to ensure that it would be as fun and stress-free as possible.

Shopping malls are now a common feature in most neighbourhoods. With the government’s requirement to provide family-friendly facilities through the Code of Accessibility, many malls now boast features such as nursing rooms, and ramps and wider corridors for wheelchair-users.

grandstand14From my visit to The Grandstand yesterday, to see its enhanced family-friendly features.

I visited one of the seven neighbourhood malls that received an enhanced grant to increase their family-friendly features yesterday. The improved facilities encourage more family outings and made it convenient for families to eat, shop and have fun together.

But a family-friendly environment cannot be achieved just by infrastructure alone.

We need to complement that with a family-friendly mindset and passion to go that extra mile to give customers a positive experience during family outings. It is important that our service professionals have a deeper understanding of different families’ needs. To equip them with the necessary skillsets, MSF will soon roll out training courses for the service industry.

grandstand12Speaking to a concierge who’d received many complimentary letters for his service

Courses for frontline staff include communication skills and dealing with specific situations, such as helping an elderly person with dementia or calming a lost toddler. Courses catering to managerial staff include fostering a customer-centric culture and planning innovative initiatives for families.

I would like to encourage businesses that aim to attract a larger family customer base to attend these courses. I hope that more businesses will join our efforts in building a family-friendly environment and encourage their staff to take up courses to improve their customer service skills.

grandstand8

We want to celebrate families in Singapore.

Apart from encouraging family time through programmes or events, it is important to ensure that our infrastructure and service standards are in place to make Singapore truly a home for families to interact, bond and connect with each other.