Over the years, appliance and electronics behemothic Harvey Norman has confused with the times by streamlining its online arcade platform, accretion its ability on amusing media and befitting up with the latest bazaar trends.
But brick-and-mortar food will consistently be its mainstay, says Mr Kenneth Aruldoss, the Australian administration store's managing administrator for Asia.
"People appee to blow and feel the ucts," he tells The Straits Times during an account at the retail chain's newest abundance at Northpoint City in Yis, which opened this month.
Harvey Norman, which aloft the shutters of its aboriginal Singapore abundance in Millenia Walk in 2001, now has 14 outlets and added than 500 advisers here.
Its 100,000 sq ft, three-storey flagship abundance in Millenia Walk opened in backward 2015, replacing the old 45,000 sq ft one. The abundance attracts "tusands" of bodies every day, Mr Aruldoss, 57, says.
The business in Singapore has apparent "significant growth" in contempo years, he adds.
In the aboriginal bisected of its banking year, amid July and December aftermost year, the aggregation saw "double-di growth" compared with the aforementioned aeon the year before.
Harvey Norman's success comes at a time back the retail area in Singapore is adversity because of annealed antagonism and aerial operating costs.
Even some internationally acknowledged companies accept struggled to survive. French banker Carrefour and Japanese appearance characterization Lowrys Farm, for instance, larboard the Singapore bazaar several years ago.
So w has Harvey Norman kept up in Singapore's ultra-compeive retail scene?
Mr Aruldoss, w aing the aggregation in 1998 as a salesman, says it boils bottomward to one actual important thing: people.
"Training is a actual big allotment of Harvey Norman's DNA... I acerb accept you charge to accept umption planning. Abounding of the chief bodies actuality are veterans. They accept been with us for abounding years," says Mr Aruldoss, w was built-in in Singapore and is an Australian citizen.
He reveals that the agents imilation amount for the Singapore appointment is "nearly 90 per cent".
"Most bodies aren't acquainted w abundant a retail administrator at Harvey Norman can earn," he adds, admitting he declines to acknowledge w much.
Harvey Norman is additionally accurate about alms a affable in-store arcade experience.
The interiors of the stores, from the lighting to the blueprint of furniture, are anxiously curated.
Stores charge be tidy, apple-pie and accept a advanced ambit of appliance to address to women, a key aculation of barter w tend to be added selective.
There are additionally appropriate in-store features, such as a Amateur Hub, which can be begin in the two-storey 34,500 sq ft abundance in Northpoint City, as able-bodied as the outlets in Millenia Walk and Parkway Parade. Sppers can ysis gaming accessories by arena amateur and can additionally try basic absoluteness and antagonism car simulation at the Millenia Walk store.
"People will absorb bags of dollars on gaming," says Mr Aruldoss, w additionally keeps a aing eye on chump trends in countries such as the United States.
Having an able online belvedere has helped the business.
While best of its barter boutique at the concrete stores, some do so online and about bisected of these opt for "click and collect", which agency they aces up their online purchases from the concrete outlets.
Having a absolute ambit of articles and blockage answerable to barter from alpha to end are additionally crucial, Mr Aruldoss adds.
The retailer's Boutique With Confidence attack has helped to body trust, he says.
Buyers, for instance, are actomed a amount guarantee. This agency that if a chump buys a artefact from Harvey Norman and finds the aforementioned account for a lower amount at addition store, Harvey Norman will bout the lower amount and top up 10 per cent of the amount aberration aural 10 canicule of the purchase.
Customers can additionally accept their appurtenances exchanged and refunded, ets items, adore same-day commitment and accept their articles replaced or serviced.
These behavior go some way appear application tomers, including millennials, w are "very price-conscious" and additionally appee to boutique with ease, says Mr Aruldoss.
He adds that articles accepted with millennials accommodate headpnes, computers and televisions.
"When barter accept problems, we angle over backwards to fix the problem.
"A blessed chump is additionally a ec tomer. They will advance the chat and no anatomy of announcement can exhausted that."
Spper Yang Jing Xi, 23, bought a hairdryer from the Northpoint City aperture during its aperture auction this month.
The undergraduate says of the new store: "It has added areas that advertise w to abode furniture. The apprait at Harvey Norman is good... Ultimately, it's the apprait and the acquaintance of the name."
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