Spotlight’s Longest-Serving Employee Thrives at 75 Amid Boom

Pak Mee Lin, known affectionately as Melia, continues to thrive at the age of 75 as Spotlight’s longest-serving employee. Since joining the Australian craft retailer in Singapore in 1995, she has witnessed significant changes in the crafting landscape, particularly during the recent surge in demand linked to Taylor Swift’s The Eras Tour. The tour, which captivated audiences around the world in 2024, spurred a wave of creativity among fans, resulting in a notable increase in sales of craft supplies at Spotlight.

The crafting section has experienced brisk business, especially with items like beads, which have been particularly popular among fans creating friendship bracelets inspired by Swift’s song “You’re On Your Own, Kid” from her album Midnights. “Wah, really, you know, we sold out,” Pak recalled with enthusiasm, noting that customers had to wait for more stock to arrive. Such high demand for crafting materials contrasts sharply with the store’s early days, when it first opened at Orchard Point, where many customers were unfamiliar with the brand and its offerings.

Pak, who began her career in customer service before joining Spotlight, has become a cornerstone of the store’s operations. Initially, customers mistook the store for a lighting shop, but Pak took the initiative to familiarize herself with the extensive inventory. Her dedication to customer service has made her a beloved figure among shoppers, who often return to seek her advice or simply to say hello.

A Crafting Renaissance in Singapore

Over the years, Spotlight has evolved into a vital hub for the DIY and crafting community in Singapore, moving to a larger location at Plaza Singapura in 2002. The rise of crafting culture was further accelerated by the COVID-19 pandemic, which shifted consumer habits towards home improvement and creative pursuits. According to Chon Swee Mei, Asia product manager for Spotlight, the brand has seen significant growth in categories such as yarn for knitting and crochet, electronic cutting tools, and jewellery-making supplies.

The post-pandemic crafting boom reflects a broader trend where individuals are embracing DIY projects as a form of self-expression and creativity. “Makers and small brands are driving this change,” Chon explained. “New habits have emerged, encouraging hands-on creative pursuits.”

Pak has observed these shifts firsthand. Items that once sat idle on the shelves are now flying off, with yarn and craft materials taking precedence over traditional products like bed sheets. She noted a diverse clientele, from students working on school projects to hobbyists and even those crafting for charity. “Some people don’t work, so they’re very free at home,” she shared, highlighting the altruistic nature of some crafting activities.

A Commitment to Customer Engagement

Pak’s enthusiasm for customer engagement is palpable as she navigates the store floor. During a recent visit, her interactions with customers resembled those of old friends. One elderly couple, carrying a basket full of yarn for charity projects, were delighted when she suggested an additional shade of green for their Christmas gifts. Her passion for helping customers is evident, as she often takes the time to guide them personally to the products they seek.

Her approach to customer service is not just about fulfilling requests but also about anticipating needs. Pak has developed a method for remembering the layout and stock of the store, which allows her to assist customers efficiently. She often walks the aisles during quieter moments, ensuring she remains familiar with the range of products available.

Even newer staff members benefit from Pak’s extensive knowledge. She willingly assists them as they acclimate to the store, sharing insights and tips that enhance the overall customer experience. Her dedication has earned her a reputation for exceptional service, which keeps customers returning to Spotlight.

Pak believes that technology, while useful, cannot replace the personal touch she brings to customer interactions. “Even if technology can tell you if an item is in stock, my role is essential for customer satisfaction,” she remarked. She often refers customers to other stores if Spotlight does not have what they need, demonstrating her commitment to ensuring they find what they are looking for.

Pak’s ability to provide personalized advice and her wealth of product knowledge are invaluable to the store. According to Chon, these qualities ensure that customers receive accurate guidance and support for their creative projects, a level of service that technology cannot replicate.

Future Plans: A Lifelong Commitment to Crafting

Despite her extensive career, Pak has no plans to retire anytime soon. When asked if she had considered moving on from her role, she promptly replied, “I don’t want to. I like it here.” She values her relationships with colleagues, both younger and older, and appreciates the supportive work environment. “I won’t retire unless I can’t work and can’t stand,” she added, expressing her zest for life and work.

Reflecting on her three decades at Spotlight, Pak noted that she still feels energetic and engaged. “Coming to work, I feel alive. I don’t feel tired. The days pass very fast,” she said with a smile. With approximately 262,980 hours dedicated to the job, Pak continues to embody the spirit of customer service that has defined her career.

Her story is a testament to the enduring impact of personalized service in the retail world, especially in an era increasingly dominated by technology. As Spotlight continues to thrive amid a growing crafting culture, Pak remains a vital part of its legacy, inspiring both customers and colleagues alike.