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Not only does BAA USA bring a superior developer model to your airport with the AIRMALL program, but it also delivers a well designed support program with its own set of operational advantages.
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Airport Concession Disadvantaged Business Enterprise (ACDBE)
BAA is a strong supporter of ACDBE efforts and has historically been a leading developer in ACDBE leasing and contracting.
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Quality Service Monitor (QSM)
Tenant quality and customer satisfaction are crucial to success. BAA uses QSM as a tool to constantly monitor and maintain the highest levels of customer satisfaction. It's a proprietary process, unparalleled in the industry.
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Incentive-Based Programs
BAA believes that the best way to promote good customer service is to recognize it. For this reason, we maintain customer service award programs in all of our airports. Hard-working, dedicated concessions employees who go above and beyond are rewarded with gift cards and trips to far-away places.
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Tenant Mentoring
To help ensure the highest performance across all airport shops, BAA provides tenant mentoring on topics such as sales, merchandise and operations practices, and customer satisfaction as well as guidance on specific problems that may arise during operations.
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Storage & Deliveries
Off-site storage and delivery to secure airport shops can be a challenge. BAA understands the nature of retail and the requirements of airport security and works closely with the tenants to provide solutions that work for all concerned.
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