fashion and accessories COMING UP TRUMPS in the fashion and accessories category of the HKRMA Awards was one of Hong Kong's retail stalwarts, Giordano. In a shop that experiences a high volume of traffic, it's often difficult to stand out and provide a high standard of service. Staff are not always afforded the time to spend with one customer, for one thing. However, two of the company's employees at Hong Kong International Airport took out awards at both junior and supervisory levels. Kate Chau Pok-ying, the less experienced of the two, puts the success down to her sweet and sincere smile but also admits that an intellectual understanding goes a long way. 'Good service includes actively communicating with our customers and keeping abreast with what is happening in society ... to provide up-to-date professional knowledge to our customers,' she said. Ann Cheng Yan-wai, a Giordano employee for 11 years and a shop manager, claimed it was due to her job satisfaction and attention to detail. She also said working at the airport led to some unusual situations in the line of duty. 'One day, I saw a teenager crying outside our shop,' she remembered. 'I asked him what had happened and he told me that he had left the luggage key with his parents, who were on the other side of the security zone, and that he couldn't open the luggage. 'I asked him to phone his parents to confirm their location and I then ran out to meet them using my airport pass. Finally, I was able to get the key back from his parents and present it to the distraught boy. 'Both the boy and his parents thanked me a lot, and I received a thank-you letter and gift from him a few days later. Even now, we still keep in touch through e-mail.' 'Maintain Good Service all the Time' is the mission statement conveyed to all Giordano frontline staff. To achieve this objective, claimed the retailer, employees were trained to make good use of their hearts, hands and heads. The company is a big supporter of the HKRMA awards programme and recommends other companies to sign up. The Service and Courtesy Award is not only a good way to let all outstanding customer practitioners in the retail industry receive recognition from the public, but also motivates all the frontline staff to provide the best service for their customers. 'These awards inspire our colleagues and are a great encouragement. Our staff will keep serving customers with a belief that, 'Giordano means Service',' said a company spokesperson.