Centres plan for weeks to keep the festive rush running smoothly. A little planning by shoppers makes a busy visit easier for everyone.
By Adriaan Otto, Managing Director, Excellerate Services
Most festive shopping trips start with a modest plan: a few gifts, the groceries, perhaps lunch. Then comes the search for parking, a list that keeps growing, and the slow realisation that everyone else had exactly the same idea.
My teams look after parking, security and cleaning at shopping centres, and at this time of year their job is to keep cars moving, shoppers safe and facilities clean through some of the busiest weeks of the year. A great deal of planning goes into that. What tends to be overlooked is how much difference shoppers themselves can make, both to their own visit and to everyone else’s.
It starts with choosing your moment. Before leaving home, check the centre’s trading hours and whether a major promotion or event is likely to make it busier than usual. Extended hours give you more flexibility, although the quieter times vary from one centre to the next. If your diary allows, spread your shopping across shorter visits, or aim to finish well ahead of your own deadlines. Allow enough time to park, browse and get out again, especially if you have somewhere to be afterwards. Grouping your list by where the shops are saves walking the length of the mall more than once, which makes a real difference when you’re shopping with children or with someone who needs a slower pace.
Parking is where a visit tends to set its tone, and it goes far more smoothly when it’s part of the plan. Follow the signs and the attendants’ directions, and be willing to take a bay on another level or in another section. Waiting for a spot near the entrance adds to the congestion and only delays the start of your own visit. Once you’ve parked, note the level, zone and nearest entrance. A quick photograph of the bay marker can save you a frustrating search later. Find out where and how to pay before you head into the shops, and before you walk away, check that the car is locked and that valuables and purchases are out of sight.
Busy centres call for a little more awareness. Keep bags closed and phones and wallets secure, particularly in queues and crowded areas. If you need to check your list or pay on your phone, step aside to a spot where you can keep track of your belongings. If something seems suspicious or unsafe, tell centre security what you saw and exactly where, and leave the officers to investigate rather than confronting anyone yourself. “See something, say something” is a simple principle, and it helps security teams respond early, before a situation grows.
If you’re shopping with children, agree on what to do if you become separated before you even get out of the car. Point out the security officers and the information desk, and choose a clear meeting point that suits your children’s ages. If a child does go missing, report it to centre security immediately, with your location and a clear description, so the team can respond straight away.
Give yourself room to enjoy the outing, too. A packed itinerary can turn a pleasant morning into a race, so build in time for something to eat, the restrooms and a break, particularly with young children or older family members along. If you need lifts or accessible routes, find them early, and don’t hesitate to approach a parking attendant, a security officer or the information desk for help or directions. When you stop to check your bags or decide where to go next, move to one side so walkways, entrances and escalator landings stay clear.
Food courts, restrooms and entrances work hard at this time of year, and everyone shares them. Use the bins, and leave your table ready for the next person where you can. If you notice a spill, a leak, an overflowing bin or a damaged facility, let a cleaner or a centre representative know. A problem reported early can be dealt with before it affects more shoppers. Take care around wet floors and cleaning equipment, follow any signs or temporary diversions, and on rainy days allow a little extra time at entrances, where water gets tracked indoors.
The end of the visit deserves the same care as the start. Before heading back to your car, check that you have all your belongings and have paid for parking if you need to. Keep children close in the parking area and use marked pedestrian routes where they’re provided. Load your purchases carefully, check your surroundings before reversing, and follow the attendants’ directions, keeping entrances, exits and crossings clear if queues build. If you can’t find your car or need help, contact the parking or security team, and give them your zone, level or nearest landmark so they can get to you quickly.
Behind the scenes, we plan for weeks so that a busy centre still feels safe, clean and welcoming. The same principle works for shoppers: a little preparation makes a busy day far easier to manage. Know your route, allow yourself some flexibility, and ask for help early. That is exactly what the teams on the floor are there for.
About the author
Adriaan Otto is Managing Director of Excellerate Services, a South African multi-services business providing integrated security, cleaning, catering and parking solutions to landlords, property managers and corporates nationwide. He has led the business since late 2021, and his career spans more than 15 years in property and facilities services across sub-Saharan Africa.
