Mano po, Tatang
He was like everyone’s favorite uncle, even if he was the boss.
That’s how Johans Juruena felt when he approached the legendary Henry Sy Sr. to make “mano” when the SM founder visited Shoemart along Carriedo Street in Quiapo, Manila, where his mother, Erlinda, worked as a sales clerk.
It was 1978, and the nine-year-old Johans was just looking forward to his yearly summer visit to Manila. Summers from his childhood were filled with memories of hanging around at Shoemart Carriedo.
He still vividly remembers what the shoe store looked like. “Ang ibinebenta d’un, may men’s shoes, may ladies’ shoes, may pambata na rin talaga. May glass showcase sa gitna kung saan nand’un yung mga naka-display na sapatos,” he said.
(“It sold shoes for men, ladies, and children. There was a glass display in the middle where all the shoes were showcased.”)
However, there was one summer day that would shape his future career. Johans unexpectedly met the shoe store owner — Henry, whom SM employees fondly called “Tatang.”
(Asked why her venerable father is referred to as “Tatang” by all, his daughter Tessie Sy-Coson says, “Simply because he was respected by his employees. And he was older than most of them.”)
A close encounter with Tatang
Johans did not freeze in awe at the sight of his mother’s boss. He recalls that his mother immediately reminded him to show his respect through pagmamano, the traditional Filipino gesture of respect shown by touching one’s forehead to the back of the older person’s hand for his “blessing.”
Tatang was very approachable.
“N’ung bumisita si Tatang sa Carriedo para i-check yung display and items, nagkataon na nand’un ako. Isa ako sa mapalad na nakapagmano kay Tatang,” Johans recalls. “Nakangiti siya. Inabot niya kamay niya para makapagmano ako.”
(“When Tatang visited the store along Carriedo to check the display and items, it just so happened that I was there. I was one of those lucky enough to approach him,” he recalls. “He was smiling. He even held out his hand for me to put on my forehead.”)
While observing the store owner, Johans overheard how Tatang constantly quizzed his employees about what the customers needed. “Ano ba ang hinahanap ng customer na wala tayo?” Tatang would ask. “Ano ba ang kailangan ng customer na wala tayo?”
(What are customers looking for that we don’t have?” Tatang would ask. “What do our customers need that we don’t have?”)
In that brief encounter, Johans grasped what mattered most to Tatang — giving his customers what they need.
Another SM stalwart whose life and career have been and still are being influenced by Tatang is Steven T. Tan, president of SM Supermalls.
“Tatang really was my original mentor. When we opened Mall of Asia back in 2006, he would go to the mall every afternoon at around 3 p.m. and he would then ask his secretary to call me to see him. By the time I got there, he would already have my usual latte waiting for me. He would tell me stories and share some nuggets of wisdom that I still carry up until today. It’s even more precious than the MBA I got from Paris,” says Steven
According to Steven, SM is “very much on track to deliver 100 malls by 2026,” beginning with the opening SM City San Pedro and SM City Santo Tomas by year’s end. Also in the pipeline is Santa Rosa Nuvali, and the transformation of Harrison in Manila.
And it all began with SM North EDSA, where Johans, the impressionable schoolboy inspired by Tatang, cut his teeth in sales.
Working for SM
It was 1990, and Johans, fresh out of college, knew that he wanted to be part of Tatang’s official family and became part of SM. He first worked as a sales utility clerk, facing customers day in and day out.
“North EDSA ang first Supermall ng SM. N’ung panahon namin n’un, pag-open pa lang nang 10 am, pag-roll up, yung mga customers nasa may entrance na sila. Grabe ang foot traffic sa North EDSA,” Johans recounted.
(“North EDSA is the first Supermall of SM. During our time, customers would line up as soon as the mall opened before 10 a.m. The foot traffic at North EDSA was really something else.”)
His next encounter with Tatang took place while he was handling the Men’s Shoes section at the SM Store North EDSA. “Nakita ko siyang bumisita. Supervisor na ako noon sa Men’s Shoes — 1996 or 1997. Yung araw na ‘yun, wala ‘yung manager, naka day-off. Usually, ‘yung una niyang pinupuntahan yung Men’s Shoes. Naka-ready kami lahat,” Johans shared.
(‘I saw him visit. I was already a Men’s Shoes Department supervisor — 1996 or 1997. My manager wasn’t around that day; he had the day off. Usually, he [Tatang] would drop by the Men’s Shoes [section] first. We were all ready.’)
Johans distinctly remembers how Tatang reminded him to keep the sandals and other footwear clean. That way, the customers could appreciate their products better. It was a simple but important lesson that Johans would carry with him in the decades to come.
Salute to a continuing legacy
Fast forward to 2023. Many things have changed, but some things have remained constant. SM is celebrating its 65th year in the industry.
Johans’ experience working at SM is a testament to not only the company’s decades-long commitment to top-notch customer service, but also to Tatang’s enduring legacy. Johans is now a manager at SM Store Quiapo, with people working under him and following his guidance.
As SMDC president Jose Mari Banzon said during the Lee Min Ho fan meet, another of the special events held to mark SM’s 65th anniversary, “In this super month of October, we commemorate not only the 65th anniversary of SM but also the birth month of our remarkable Tatang, Henry Sy Sr. He is a titan of hard work and compassion. Tatang’s mission of helping his fellow Filipinos is present in every part of SM.”
You may e-mail me at [email protected]. Follow me on Instagram @joanneraeramirez.
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