Val’s Da Gal
People Follow Leaders
Val Chang is a leader of great proportions. I first met Val in the early 1990’s, when I was engaged to work with Liberty House, Hawaii’s once beloved department store.
Local Power
Val was the Director of Training, occupying the office next to then president John Monahan up in the “Ivory Tower”. Although she held a very high position, she was never “high and mighty” in her approach to working with people. She was (and is) always impecibly dressed, and walks with a self assurance that is admired by those around her. I admit to being a bit intimidated when John first introduced me to Val saying, “This is who I want you to work with.” I was immediately put at ease by Val and extremely impressed with how fully she embraced the things I brought to the table, even though they were quite different from the existing Liberty House culture.
Retail Selling Made Easy
Val made certain that all Liberty House employees got personal copies of Retail Selling Made Easy, and gave me the opportunity to speak monthly at all Liberty House stores on all islands. She never missed one of my meetings, and I found her a joy to work with. I never stopped looking up to her, and we worked well together right up until the day of the Macy’s buy out, after which we stayed close, but mostly by phone and e-mail.
Windward Mall
Val now manages the Macy’s West store in the Windward Mall. I had lunch with her on Friday. She was busy overseeing the installation of Christmas trees in the store and commented on my Christmas Countdown Gadget. She beamed as she flashed me a “plus sign” with her fingers indicating that her store was selling ahead of last year. She hasn’t been at that store a full year yet, so I was not at all suprised.
I arrived a bit early and watched her going from salesperson to salesperson spreading her excitement and enthusiam while being certain that their focus was on customers. It wasn’t long before she spotted me. I have yet to ever walk into a Macy’s store without seeing her on the floor. She leads by example and is admired by all that work for her.
We talked a lot about leadership in this century and how management styles have changed over the years. I found myself glued to her every word and didn’t want to leave. While there, no less than three strangers stopped us to comment on the “beautiful suit” she was wearing. I don’t see that sort of admiration expressed very often. By the time I got back to my office there was e-mail from Val thanking ME for lunch and calling herself MY biggest fan. I must admit to feeling pretty honored by that! What a Gal!
October 4th, 2008 at 8:30 pm
Oh yes; I shop at Macy’s Windward Mall, I have met Val and I can tell you there is a big difference when in her store. Her employees make me feel important and appreciated, so I keep going back. I wish that I could say the same for all Windward Mall operators, as I don’t like going over the hill to shop. They don’t seem to care as much about my business, but it has gotten better in recent months; I’m not sure why that is. Maybe this economy has them needing me more.
October 4th, 2008 at 10:13 pm
Ron first introduced me to Val during a vist to one of her Macy’s stores….. I asked Ron as we entered the store, where her office was and he replied: We do not need to know…. We will find her on the floor guaranteed! Sure enough, only 2 minutes after “browsing” I saw this “stately” woman coming towards us….. I saw right then and there what Ron is talking about in todays post. Very sharp and yet very approachable….. Amazing!
Following your system just makes it easier to “do what’s right” and that it exactly what “Retail Selling Made Easy” is all about. Customer Service is Key these days and Val makes sure you get it! Not just now…..but Always!
October 5th, 2008 at 8:38 am
I have not set foot in Macy’s in over two years now and felt certain I was not missed since I was not noticed when last in there. You have peaked my interest now, and I will return just to see the difference you talk about. I hope it’s better, because I have been driving to the other side and shopping at Nordstrom. Macy’s in Windward mall is a lot closer to where I hang.