CRYSTAL WASHINGTON MAKES BIG IMPRESSION
ANN MEYERS DRYSDALE’S PIONEERING JOURNEY
INDUSTRY’S HISTORICAL IMPACT
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4 CEO NOW
Greg Beckwith and the impact of sports and our industry
6 ASSOCIATION NOW
Justin Miller Joins NSGA Board; Capitol Varsity Sports Celebrates 70th Anniversary
8 ADVOCACY NOW
Understanding the Impact of “Forever Chemicals” PFAS
24 CONFERENCE NOW
Futurist Crystal Washington’s Engaging Look at Technology and Sales
28 CONFERENCE NOW
Ann Meyers Drysdale a Trailblazer in Women’s Athletics
30 CONFERENCE NOW
Making the Business Case for Diversity
34 PRODUCT GUIDE
A Look at Products from NSGA Supporters
40 INSIGHTS NOW Analyzing the 2023 Sports Participation Data
44 INDUSTRY NOW
Sporting Goods
Equipment Played a Crucial Role in Women’s Basketball and in Response to a 1950s Football Incident
47 NEWS NOW
Remembering Hall of Famer and NSGA Board
Chairman Jack Smith; NFHS Rule Changes; HDA Updates
51 MEMBER SPOTLIGHT NOW
Give Me Five with Tom Maneggia, Norse House
Cathy Pryor addresses the crowd during this year’s Sporting Goods Industry Hall of Fame dinner and induction ceremony. Check out more photos from the NSGA 2024 Leadership Conference.
Conference.
Meeting people is one of the best parts of the annual NSGA Leadership Conference. A reunion of the sporting goods industry could be considered a fitting description that has been used by some of our attendees.
In some instances, we see familiar faces from the industry who we have frequent contact with. We may reconnect with people we haven’t seen since a previous conference, or we could be meeting someone for the first time.
Greg Beckwith was one of the people you enjoyed seeing at our conference or other industry events. There was a warmth and friendliness in his smile and a respect so many people had for him.
So, it was shocking to many of us who had just seen and talked with Greg a few days earlier at the Conference to hear about his unexpected passing on May 24 at age 60. Greg exemplified the power of what sports and our industry can do to help others.
Greg still looked like he could play point guard in the spirited fashion he did four decades ago when Richmond University pulled off one of the most memorable upsets in NCAA tournament history over Auburn University and Charles Barkley. He was inducted into the school’s Hall of Fame and his appreciation for his alma mater continued long after his playing days ended.
He stayed in the Richmond, Virginia community to initially coach and eventually become a beloved broadcaster of the team’s games.
Greg was like many who carried the traits they developed as athletes and coaches into success in the sporting goods industry. Much of his career was spent with adidas but in 2022 he came out of retirement to help S&S Activewear build its team division.
Addressing one of the big challenges of bringing new and younger talent into our industry was important to Greg. He wanted it to be similar to sports – a place where men and women from any background could succeed if they were willing to work hard with energy and enthusiasm. Similar to the success he experienced throughout his life.
Greg Beckwith will be missed by so many family members, friends and others whose lives he touched through sports and the sporting goods industry. Let’s remember the impact and legacy of people like Greg and continue illustrating the phrase, “In a rising tide, all boats rise.” Let’s share the power in our industry to lift those around us.
CHAIRMAN OF THE BOARD
GORDON GEIGER
Geiger’s, Lakewood, OH
TREASURER/CHAIRMAN-ELECT
BOB FAWLEY
Capitol Varsity Sports, Oxford, OH
PAST CHAIRMAN
PAT DONNELLEY
Twin Falls, ID
BOARD OF DIRECTORS
KEVIN BEZANSON
Cleve’s Source for Sports, Halifax, Nova Scotia, Canada
TROY FREEMAN
Play It Again Sports, Minneapolis, MN
COLE JOHNSON
Johnson-Lambe Sporting Goods
Raleigh, NC
JUSTIN MILLER
Scholastic Sports Sales, Manlius, NY
MICK MONTGOMERY
Denver Athletic Supply, Englewood, CO
RON RUGAL
B&R Sporting Goods, Shelby Charter Township, MI
JOHN SCIPIO
SV Sports, Pottstown, PA
NSGA TEAM LEADERS
MATT CARLSON
President & CEO
MARTY MACIASZEK
Director, Team Dealer Division, Communications
JULIE PITTS
Director, Public Affairs and President, NSSRA
NICK RIGITANO
Director, Insights and Analysis
JENNIFER SHAFFER
Chief Financial Officer
Best regards,
MATT CARLSON PRESIDENT & CEO
NSGA NOW (ISSN 1045-2087) is published bi-monthly for members of the National Sporting Goods Association, 3041 Woodcreek Drive, Suite 210, Downers Grove, IL 60515. Phone: (847) 296-NSGA (6742). Subscription price of $50 per year is included in membership fee. Non-member subscription information available from publisher. Periodical postage paid at Downers Grove, IL 60515 and additional mailing offices. POSTMASTER: Send address changes to NSGA NOW,® 3041 Woodcreek Drive, Suite 210, Downers Grove, IL 60515. © NSGA 2024 all rights reserved. Printed in the USA.
The National Sporting Goods Association made a change to its Board of Directors with the appointment of Justin Miller of Scholastic Sports Sales in Manlius, New York to the District IV board seat. Miller started his three-year term on the Board and Gordon Geiger began his three-year term as Board Chairman on June 1.
Miller is the president of Scholastic Sports Sales, which is in its third generation as a family owned and operated team dealer in suburban Syracuse. Scholastic celebrated its 50th anniversary in April and is one of the most respected independent team dealers in the United States as an NSGA All-Star Verified Independent Dealer.
“We are happy to have Justin bring his enthusiasm, energy and expertise to the NSGA Board,” said Matt Carlson, NSGA President & CEO. “Justin’s wide range of experiences at Scholastic Sports Sales and family history in the industry will make him a great addition.”
Miller was promoted to President of Scholastic Sports Sales in 2021 after an eight-year stint as Vice President of Operations. He began running the clothing department at Scholastic in 2011 after he graduated from Hartwick College in Oneonta, New York.
Miller helped his cousin open Scholastic’s screen-printing department, where he worked after school and on weekends for seven years. He also worked in the company’s warehouse during school summer vacations.
“I can remember my dad (Jeff) bringing the heat presses home after work to have myself and my two brothers work on uniforms,” Justin Miller said.
“It has been a a fun journey so far and I look forward to what the future has to bring. I’m excited to join the NSGA Board to understand what’s going on in other parts of the country and to come up with ideas and solutions to solve upcoming issues within the industry that I have spent my entire life in.”
Geiger takes over as Board Chairman after Pat Donnelley concluded his four-year tenure. Geiger is the executive vice president and co-owner of Geiger’s, which has provided clothing, footwear and gear for snow sports and outdoor activities since 1932 and has two locations in the Cleveland suburbs of Lakewood and Chagrin Falls. Geiger joined the NSGA Board in 2021 and was the Treasurer/Chair Elect and he also served as Board Chairman of the National Ski & Snowboard Retailers Association (NSSRA).
“We are excited to have Gordon impacting the industry as the leader of the NSGA Board,” Carlson said. “He brings an excellent perspective to all the challenges the industry faces since Geiger’s is a specialty retailer in snow sports and it also has a team sports sales component.
“Pat was a great voice on the NSGA Board during his tenure as chairman
and he helped everyone navigate through some of the biggest challenges our industry has faced. We are glad he will continue to be involved while serving as Past Chairman.”
Bob Fawley (Capitol Varsity Sports, Oxford, Ohio), who has also been on the Board since 2021, becomes the Treasurer/Chair Elect and joins the Executive Committee with Geiger and Donnelley. Miller replaces David Labbe (Kittery Trading Post, Kittery, Maine), whose 14 years of service on the Board included a tenure as Chairman from 2016–19.
“We can’t thank David enough for the time and effort he put in to helping NSGA and the sporting goods industry,” Carlson said. “He provided tremendous guidance and input during some of the most challenging and uncertain times in our industry. We look forward to continuing our great relationship with David and Kittery Trading Post.”
member Capitol Varsity Sports, one of the country’s most successful football helmet reconditioners and team dealers, celebrated its 70th anniversary April 18 at its Oxford, Ohio location. Pictured from the Fawleyowned family business, from left, are Travis, Bob, Cathy and Chad Fawley.
If you are an NSGA member and have an anniversary or big moment to share please send photos and information to info@nsga.org.
BY JULIE PITTS NSGA DIRECTOR OF PUBLIC AFFAIRS
Per- and Polyfluoroalkyl Substances (PFAS) are a group of synthetic chemicals that have been widely used in various industrial and consumer products to provide stain resistance, water repellency and other properties intended to extend the life of the product and provide comfort to the user. Due to their lingering presence in the environment and potential health risks, there has been growing concern about PFAS safety.
Some states have passed regulations prohibiting the use and/or sale of apparel that contains PFAS, including winter sports gear.
Beginning January 1, 2025, no person can sell or offer for sale in New York any new, not previously used apparel containing intentionally added PFAS. In California, beginning January 1, 2025, no person can distribute, sell, or offer any new, not previously owned textile articles that contain PFAS.
California and New York laws require manufacturers to provide those persons who offer the products for sale or distribution in those states with a certificate of compliance stating that the textile article follows the provisions of the new regulations and does not contain any regulated PFAS. The California law has a threshold for “parts per million,” however, the threshold allows less PFAS in the coming years.
Maine has banned the sale of ski wax containing PFAS effective January 1, 2026, and also textiles with PFAS beginning January 1, 2026.
Outdoor apparel for severe wet conditions containing intentionally added PFAS can be sold until January 1, 2029, as long as the apparel is accompanied by a legible, easily discernible disclosure stating, “Made with PFAS chemicals.” Bans on PFAS are not new and are not limited to apparel. Effective July 2023, Vermont banned PFAS in a number of products including ski wax and related tuning products. Many states have mandated the removal of PFAS from personal products, cookware, floor finishes, carpets, rugs and certain furniture. Thirty-five other states are considering laws which ban the use of PFAS in a variety of products, including outdoor apparel for children and adults.
Retailers must educate themselves on state PFAS regulations and respond accordingly. In New York, fines for continued noncompliance are up to $2,500 per day. If your e-commerce sales include customers in New York, California, or any state likely to ban PFAS in the coming months, you must comply with the laws of those states.
Retailers should investigate whether their existing inventories contain PFAS and if these items can be sold after January 1, 2025. Conversations with suppliers about PFAS and obtaining certificates of compliance from manufacturers will help retailers avoid ordering new inventory that cannot be sold. Many suppliers have already taken measures to remove PFAS chemistry
from their manufacturing processes. It is best to confirm which companies have discontinued the use of PFAS, which products may be impacted and how this will affect your sales.
Some PFAS regulations include the removal of this chemistry from personal products, if you sell such products for sports enthusiasts, double check they are PFAS compliant.
If your business does not sell to customers in states regulating PFAS in products you carry, be aware that suppliers may direct inventory with PFAS to your account. It is best to be cautious when receiving this merchandise as regulations could be enacted which affect you or you may receive inquiries from customers. Clear labeling on both the product and online will help to avoid uncertainty for both the retailer and the end-user.
Retailers are advised to consult with legal counsel about liability issues relating to products containing PFAS. This is a fluid situation so stay tuned to NSGA’s communications outlets for updates that include state-by-state changes.
For information about California’s PFAS regulations: https://oag.ca.gov/ system/files/attachments/press-docs/ PFAS%20Consumer%20Alert.pdf
For information about Maine’s PFAS regulations: https://www. mainelegislature.org/legis/bills/getPDF. asp?paper=SP0610&item=3&snum=131 For information about New York’s PFAS regulations: https://dec. ny.gov/environmental-protection/ help-for-businesses/pfas-in-apparel-law
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>> The Sunday Welcome Reception sponsored by Platinum Supporter OrderMyGear was a great start for the NSGA 2024 Leadership Conference in Phoenix.
>> Members of the Class of 2024 of the Sporting Goods Industry Hall of Fame and past inductees in attendance got together for a photo after the dinner and induction ceremony. From left, Conny Klimenko, Bill Hunt, Glenn Barrett, Ralph Parks, Cathy Pryor, Jeff Lynn, Larry Aasheim, Mike Thompson, John A. Solheim (son of the late Karsten Solheim) and Bob Dickman.
>> NSGA supporters Cap America and Mueller Sports Medicine added to the experience of the NSGA 2024 Leadership Conference. Attendees could get a custom-made hat at Cap America’s “Cap Bar” or get to take a test run of Mueller’s Revive recovery system.
>> From left, Mueller Sports Medicine CEO Brett Mueller presents a Revive system to drawing winner Ron Rugal of B&R Sporting Goods. This was the second consecutive year Mueller gave a Revive to one of the attendees.
>> One of the styles of hats from Cap America’s “Cap Bar.”
>> The expansion of this year’s Speed Networking to 13 meetings between retailers/dealers and manufacturers/suppliers was a big hit.
>> From left, Aaron Maloney of Tim Maloney Sales and Tucker Petre and Mark Watts of Certor Sports share what’s happening with Kendall Whitley and Scott Mudd of buying group Nation’s Best Sports (NBS).
>> Greg Heider, the president of Sportsman’s, learns more about what Rehman Textile Industries has to offer from executive director Ali Shahid. Shahid and Rehman traveled to the Leadership Conference from Pakistan.
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>> Outgoing NSGA Chairman Pat Donnelley welcomes everyone to the NSGA 2024 Leadership Conference on Monday morning.
>> Josh Ellsworth of NSGA Platinum Supporter STAHLS’ shares some of the latest updates from the company in his presentation.
>> The Monday afternoon reception gave attendees the opportunity to continue conversations following Speed Networking.
>> Baseball legend Steve Garvey provided the closing keynote to attendees on Tuesday afternoon.
Baseball is the heart and heritage of Richardson. We’ve earned the trust and approval of the teams and dealers we work with, becoming the player’s choice on and off the field.
>> Technology expert and futurist Crystal Washington provided an energetic start to the NSGA 2024 Leadership Conference.
BY TOM VAN JACOBS HDA MANAGING DIRECTOR
All facets of our world have changed rapidly over the last four years while sales continue to be about putting people first.
Crystal Washington, a technology strategist and certified futurist, kicked off the NSGA 2024 Leadership Conference in Phoenix with a dynamic presentation, NextGen Relationships for Sales: Technology and Tactics for Business Growth, on the sales journey in today’s world and how technology can help. Washington focused on three aspects of the sales journey to be successful moving forward: people, purpose and process.
“People have not adapted to the rapidly changing environment and are becoming stressed-out cyborgs,” Washington stated. The American Psychological Association does an annual study called Stress in America and one alarming statistic showed that 27% of American adults are too stressed to function on most days. Also, people are becoming “fitted with technology,” stated Washington, and thus the reasoning behind becoming stressed-out cyborgs.
Business owners need to understand the mentality of their customers and that human biology has not adapted to the ever-changing world. We need to be okay with resistance to change and give ourselves some grace as this resistance gives us new opportunities in business.
“To be effective in sales you have to care about what you do and the people you serve,” said Washington. The purpose of the journey in sales and business is to know, “What is your why.” The industry and the work that goes into being successful is hard and grounding yourself in your why will help keep you going.
The final step in the journey of sales is the process.
“Processes make the difference between flying by on your coattails and really getting results consistently.” Washington said.
Washington recommends a structured approach to achieve consistent and efficient results. A major component to aid in the process is technology. Technology can help you communicate with your customers in ways you never could before.
Customers need things to be simple. If you can keep your process simple with the help of technology, it will make shopping/buying with you more attractive to customers. If you decide to do a video to promote your products, keep it short or If you decide to do a video or marketing campaign to promote your products, keep it short and simple.
“Keep it simple, shorter is better, less is more,” said Washington.
The goal is not to use more technology for the sole purpose of using technology but to be more human. It is all about accentuating your humanity in times of mass technology and this is your competitive advantage.
Washington believes people will pay for hand-holding through the process of buying their products. If they enjoy the experience that you brought them, they will keep coming back. Washington stressed the fact that we need to keep our website and social media avenues updated. Inform your customers about the new technologies and interesting things you are doing at your business. This will attract your customers because they want to do business with “thought leaders and not salespeople,” Washington said.
Generative Artificial Intelligence (AI) is an example of technology that could benefit your business. Generative AI is AI that seems creative, but it is not actually intelligent. It is just math and patterns.
>> Crystal Washington gets a post-presentation high five from Dale Donaldson of Mallard’s Source For Sports in Castlegar, British Columbia.
This advancement is much more efficient than humans and can help you make smarter decisions with your business. Since humans are illogical and hard to predict, we can use generative AI to help predict human behavior.
“So how do we move forward? You will never be caught up again, but neither will anyone else,” said Washington. She expressed that we need to be kind to ourselves and adopt a culture of curiosity. Be curious and open to things helps with the bombardment of new information and the changing environment.
HERE IS AN EXAMPLE OF HOW CHATGPT WORKS. THIS STORY WAS COPIED AND PASTED INTO CHATGPT AND ASKED TO CREATE THIS ONE-SENTENCE SUMMARY.
Crystal Washington emphasized at the National Sporting Goods Association 2024 Leadership Conference that despite rapid technological changes, successful sales depend on prioritizing people, purpose, and process, while utilizing technology to simplify interactions and maintaining a human touch to adapt to customers’ evolving needs and stress levels.
>> Naismith Basketball Hall of Famer Ann Meyers Drysdale shared many stories from her journey to basketball success on and off the court.
BY LIZZ MCCRINDLE NSGA COMMUNICATIONS AND SOCIAL MEDIA MANAGER
Naismith Basketball Hall of Famer Ann Meyers Drysdale took attendees of the NSGA 2024 Leadership Conference on a journey through her illustrious basketball career on and off the court during Monday morning’s A Pioneer’s View on the Growth of Women’s Athletics. She shared personal stories of struggle and adversity while emphasizing the importance of always doing your best.
Meyers Drysdale began her session close to home as she grew up a strong and competitive child, the sixth of 11 siblings. Meyers Drysdale recalled fondly how her parents always made sure the girls were supported as much as the boys. A level playing field afforded Ann the opportunity to play against people who were bigger and stronger
than she was, sharpening her skills and competitive edge.
There were not many women playing sports competitively during the 1960s. Luckily for Meyers Drysdale, she didn’t have to look too far for inspiration, crediting the success of her older sister with empowering her to be a pioneer.
During the 1968 presidential campaign, Meyers Drysdale got the opportunity to play on the boys’ team in the school Olympics. She struggled to understand why people were making such a big deal about her competitively playing with the boys. After all, in her mind, she had been playing with the boys all her life and her brother David was an AllAmerican at UCLA who played in the NBA. Looking back on this experience, Meyers Drysdale recalls this moment being one that foreshadowed things to come.
In 1972, Title IX was enacted as part of the Education Amendments prohibiting discrimination based on sex in any school or education program that receives federal funding. Meyers Drysdale reflected that, “pressure on inequities generally will bring some attention… 52 years later and many schools and universities are still non-compliant.”
Women’s sports were and, in many cases, still are shortchanged on the distribution of resources with most going to the revenue-driving sports such as football and men’s basketball.
In 1975, Meyers Drysdale became the first woman to receive a four-year athletic scholarship at UCLA. In 1978, she led UCLA to a championship while paving the way to become the No. 1 overall pick by Houston in the inaugural season of the Women’s Basketball League (WBL). To keep her amateur status for Olympic and world competition, she decided not to join the Houston Angels. From 1975–1979, Meyers Drysdale won three gold medals and three silver medals with team USA.
In 1979, the owner of the Indiana Pacers reached out to Meyers Drysdale offering to sign her to a contract. Looking back, she recalls how the whole thing was a big “publicity stunt,” but this was a full-circle moment for her. Not wanting to look back and regret the opportunity, she decided to take a leap of faith and sign a $50,000 personal services contract with the Pacers, making her the first woman to sign an NBA contract.
She recalled facing a lot of negative publicity for signing with the Pacers. Instead of celebrating her talent and accomplishment, the media framed her presence as “taking the spot away from a man.” Despite the progress made in the world of women’s sports, this moment again reminded her that in her mind she was just playing basketball but in their mind they were losing to a woman.
Meyers Drysdale credits her experience as an athlete with teaching her how to push past perceived barriers, challenge the status quo and bounce back after failure. Instead of being disappointed about not making the team, Meyers Drysdale held her head high knowing she would not look back on that moment and wish she had done something different.
Times of adversity emphasize “the importance of doing your best. We know we’re going to fail in sports,” said Meyers Drysdale. “It’s part of the process.
It’s your attitude and how you present yourself. Perseverance is how you choose to deal with adversity.”
Not making the Indiana Pacers opened another door for Ann Meyers Drysdale. This one led her to the broadcasting booth where she became the first woman to broadcast an NBA game. During her time as a sports broadcaster, Meyers Drysdale established herself as an expert analyst. She is currently the Vice President and broadcaster for th e Phoenix Suns and Phoenix Mercury.
>> Naismith Basketball Hall of Famer and Monday morning speaker Ann Meyers Drysdale signed copies of her book, “You Let Some Girl Beat You,” for attendees. Drysdale signs for and chats with Glen Jusczyk of AmGC Sports.
>> Ashley Thomas of McKinsey & Company during her presentation on the business case for a diverse culture.
BY LIZZ MCCRINDLE NSGA COMMUNICATIONS AND SOCIAL MEDIA MANAGER
Over the last few years, there has been a lot of discussion in the media and in conference rooms about “Diversity, Equity and Inclusion” and how businesses can promote a more inclusive and equitable workplace culture. What that ultimately looks like is different for every business, but the result is the same: inclusive workplace culture is good for business.
Ashley Thomas, associate partner and core leader with McKinsey’s People and Organizational Performance Practice, got things started on Tuesday morning at the NSGA 2024 Leadership Conference with The Business Case for an Inclusive Culture. Thomas broke down the ways her team’s research shows that companies with policies of diverse representation at all levels, inclusive workplace cultures and equitable access to opportunities and benefits are more profitable than companies without those policies.
MORE SPECIFICALLY, THE RESEARCH SHOWED:
• Diverse teams outperformed non-diverse teams by 36%.
• Employers that offer fairness and opportunity saw three times the retention and referral rates compared to employers that did not.
• Employees who work in an inclusive workplace reported being 90% more likely to go out of their way to help a colleague than employees who did not feel a sense of belonging at work.
It isn’t hard to understand why employees would prefer to work in an environment where they felt a sense of belonging.
“An inclusive culture is not an option, but a necessity to navigate the future of work,” Thomas said.
THOMAS OUTLINED FIVE SPECIFIC WAYS THAT INCLUSIVE CULTURE IMPACTS PERFORMANCE:
1. Attract and retain employees –30-50% of people reported leaving a job due to loss of connection with the company. Strong employee retention strengthens the bottom line by reducing the money and resources needed to be spent on recruitment, hiring and training of new hires.
2. Improve the quality of decision-making –
Teams with an inclusive culture reported working collaboratively 29% more often than teams without an inclusive culture, and 20% of people reported making high-quality decisions when working in an environment allowing them to contribute to their fullest potential
3. Increase customer insight and innovation –
“Treating employees well” is the most important attribute when building trust with customers because they pass that respect on to customers.
4. Drive employee motivation and satisfaction –
Employees with equitable access to opportunities and benefits as well as an inclusive workplace reported being 47% more likely to stay with their company compared to those without an inclusive workplace.
5. Enhance company’s image –Consumers appreciate businesses that respect their employees and respond favorably when the workforce represents the diversity in the communities they serve.
For companies looking to begin or increase their diversity impact, Thomas outlined internal and external areas of focus.
INTERNAL AREAS OF FOCUS:
• A diverse organization — Diversity of identities at every level of the organization.
• An inclusive environment — Employees of all identities feel a sense of belonging and the ability to contribute to their fullest.
• Equitable access to opportunities and benefits — All employees have the opportunity to grow, contribute and develop.
>> Ashley Thomas showed diverse teams outperform non-diverse teams by 36 percent.
EXTERNAL AREAS OF FOCUS:
• Corporate and social responsibility — Taking a public stance on issues of equity and philanthropy.
• Business operations — Explicitly putting together operations to improve DE&I outcomes while minimizing downstream impacts.
• Core business strategy — Embedding equity considerations at all levels of strategy development.
Interested in additional ways to develop an inclusive culture for team members and customers?
NSGA recently released a resource page on our website with a variety of proven tools and strategies to improve workplace culture and grow your business.
Learn more at nsga.org/resources-for-an-inclusive-culture/.
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BY NICK RIGITANO NSGA DIRECTOR OF INSIGHTS AND ANALYSIS
The latest edition of NSGA’s Sports Participation in the US report revealed increases for most of the sports tracked by NSGA. This includes 7 of the 11 team sports and 5 of the 7 individual sports which are key areas for many sporting goods retailers, dealers, and manufacturers.
Based on NSGA’s Total Participation Points (TPP) measure, the team segment experienced a slight increase in 2023 (+2.2%) compared to the prior year while the individual segment stayed relatively flat (-0.4%). TPPs offer a more complete view of participation because the number of people participating in each sport segment (reach) and the number of sports each person is participating in (depth) are taken into account.
The perceptual map in Figure 1 illustrates the changes and drivers behind the team segment increases. The y-axis indicates the overall percentage increase/decrease in team sports while the x-axis indicates the degree to which the increase/decrease was driven by male or female participation.
For example, soccer experienced an 8% increase in participation, driven by an increase in male participation, which is why the soccer ball icon is located in the upper right quadrant of the map.
The upper left quadrant contains the sports of ice hockey and flag football, which also experienced increases compared to the prior year, only these increases were driven by female participation.
The increases in tackle football, basketball, lacrosse and cheerleading were driven by both males and females and fall near the y-axis. Baseball participation remained flat for the second consecutive year (-0.6%) after an increase in female participation helped to offset a slight decrease in male participation. Touch football was one of three team sports to experience a decrease in participation resulting from a dip in male participation, while the decreases in volleyball and softball were driven by females.
Figure 2 illustrates the year-over-year changes seen within the individual sports segment by gender. For the second consecutive year, pickleball experienced growth above 50 percent compared to the previous year (79% in 2022, 54% in 2023). Gains were once again driven by both males and females. Increases in male participation
played key roles in the growth of gymnastics and ice/figure skating, while females drove the increases seen in golf and tennis. Bowling and swimming both experienced declines in participation split among both genders.
The year 2023 was the second in a row in which the majority of team and individual sports experienced increases in
participation. It is now up to our industry to build upon this momentum to create sustained participation growth and ultimately, long-term customers. Using demographic data can help track this progress and identify areas to target across the sports landscape.
For more information on the report, please visit www.nsga.org/research.
BY BRUCE MILES
When we talk hoops nowadays, the names of Caitlin Clark, Angel Reese, Diana Taurasi and others roll off the tongue just as easily as those of Steph Curry, Joel Embiid and Luka Doncic.
Yes, women’s basketball — at all levels — is as hot as a three-point shooter on an 8-for-8 run. Over the past few years, the women’s game has been the go-to choice of TV viewers nationwide as well as with ticket buyers, who have packed stadiums to watch Clark shoot threes and to see what rivalry develops next.
This is not entirely new. The women’s game has been growing steadily over the past four decades and the quality of play has been improving in vertical leaps and bounds.
While women’s and girls basketball were in the early days of their ascendancy in the 1980s, the sporting goods industry was making its mark on this aspect of societal shift. Baden Sports,
based in Kent, Washington (outside of Seattle), developed the smaller ball (28.5-inch circumference compared with 29.5 used by men) in 1984.
That ball, in all of its different colors, is in use today.
“I think it’s an acknowledgment of, ‘The game is the game,’ but I think there are different — I wouldn’t call them stylistic choices — adjustments that help women really maximize and showcase their talent on the floor,” said Megan Perry, director of sport, basketball for Athletes Unlimited, a professional women’s sports league that plays softball, lacrosse and volleyball in addition to basketball. Athletes Unlimited and its players are heavily involved in charitable causes and social-justice issues.
“By making the ball 28.5 for the women’s basketball size, down from the 29.5 for the men, I think that’s one of the first steps in recognizing that, ‘It’s OK to do something different,’” Perry said. “And it’s served the women’s game very, very well.
“I welcome that, and I welcome innovation around other things, such as the equipment, but also the uniforms. Our bodies are not made the same way. Being able to have the appropriate equipment that’s custom made for women’s bodies, that’s important, and it should be that way. I’m happy to see people continue to innovate. It started with the basketball, but it continued to grow into other aspects of the game. It’s desperately needed.”
The slightly smaller basketball was developed, not without some resistance, to accommodate the woman’s hand and to promote better shooting and passing.
“When I was growing up, it was very common when you walked into the gym, the assumption was there is going to be a men’s basketball on the floor,” Perry said. “It was a regular thing. If you wanted to get some work in the gym, they were playing with a guys ball. You better know how to shoot it. You better know how to score and get comfortable with that.
“And also, I will tell you it helped me handle the women’s basketball with a little bit more ease. My hands are comfortable around the 29.5 and when you transition to the 28.5, for a second, there’s an adjustment, but not too much. I was surprised when I found the women’s ball was offered. That let me know, ‘I’m in a more inclusive space,’ when that women’s ball was there.”
Whether the smaller ball has helped the women’s game is open to debate.
“I don’t know that it’s helped the game as much, because an athlete is going to adjust,” Perry said. “Whatever chore you put in front of an athlete — man or woman — they’re going to adjust to that. So I can’t really say it makes the game better. “
“But I will say it eases the transition for those who may not be familiar with the game. It provides us a product that we can handle consistently so that there isn’t so much shifting.”
Another former player and coach cited other factors in the growth of the women’s game.
“My four years in college added both the 28.5 ball and the three-point arc,” said Mary Fendley, a retired longtime high school coach at Hersey High in Arlington Heights, Illinois, and a standout player in the 1980s at nearby Rolling Meadows High School. “So in my four years of being gone (from high school), both of those things were added to the high school game. Frankly, I don’t think the ball makes a big difference. To be fair, I’m sure there have been studies on it. I still think the women’s ball, to the relative size of a woman’s hand, is still probably bigger than the men’s ball relative to the size of the average man’s hand. I don’t think that’s a big deal.
“To me, the three-point arc being added in that time was much bigger than the change in the basketball size. No, I think everybody would adjust to whatever you have. To me, the basketball size doesn’t really matter. The game is so much bigger than that. Plus, that was like 40 years ago.”
Fendley was one of the most successful coaches in Illinois high school history over 33 years. As women’s basketball has taken its rightful prominent place in American society, Fendley flashes a measure of defiant pride about that.
“I guess I will speak for myself,” she said. “It’s like others are catching on now and acting like Caitlin Clark put basketball on the map. We were already on the map. It’s just she let other people know about the map. She’s amazing. One of the favorite quotes I’ve seen, and I wish I knew who to attribute it to, was, ‘Caitlin Clark is as good as everybody thinks, but the women of the WNBA are way better than people gave them credit for.’
“To me, she is more a symptom of the growth than she is the creator of it. It’s amazing what Caitlin Clark has done in that she brought the game to some people, but I guess — it might be semantics — the game was there. These amazing and amazingly talented players in the NCAA and the WNBA, they’ve been there. Going back to Cheryl Swoopes then Teresa Weatherspoon, these astonishingly talented women have been there even before Caitlin Clark.”
In addition to the change in the ball, the girls and women’s games have benefited from better athletes, better coaching, better nutrition and training options and more opportunities for female athletes. Perry is equally excited about the place women’s basketball holds on the American sports landscape. Following her collegiate playing career at Cornell, she worked for both the NBA and the WNBA before joining Athletes Unlimited.
“It’s so wild because being in women’s basketball for this amount of time, we’ve been fighting,” she said.
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“Now that seeing all our players and all of these faces and people being excited about professional women’s basketball in the mainstream and guys shouting Caitlin Clark’s name when they shoot threes, it’s like, ‘What world are we in here?’ I won’t say it feels upside down. It feels just right. That moment when you get what you’ve been asking for, it almost seems surreal.”
As much as the sporting goods industry has played its part in affecting societal change, changes and developments within society have spurred the industry into action.
Take, for instance, the football helmet, or more specially the development and implementation of the facemask on the helmet during the 1950s.
It was an incident of apparent racism that spurred the NCAA to mandate facemasks for at least one conference, beginning with the 1952 season.
Johnny Bright, a Black man, was a quarterback and all-purpose threat for Drake University in Des Moines, Iowa.
On October 20, 1951, the Bulldogs traveled to Stillwater, Oklahoma, to play Oklahoma A&M (now Oklahoma State) in a Missouri Valley Conference game. This was in the early days of Black players integrating college and professional sports, and resentment ran high, particularly in the South. There were rumors before the game that the Aggies were going to give Bright “special treatment” that would knock him out of the game, at the very least. Racist signs held up by fans also could be seen in the stands.
During the game, Bright suffered three forearm shots to the head by A&M’s Wilbanks Smith, the third of which knocked a wobbly Bright from the contest. Before he suffered the third blow, Bright was able to fire a 61-yard touchdown pass. At the time, Bright was a serious candidate for the Heisman Trophy. He amassed 5,983 yards of total offense in his Drake career and led the country in total offense in both 1949 and 1950. Bright went on to star in the Canadian Football League and is a member of the College Football Hall of Fame.
The “Johnny Bright incident,” as it became known, spurred national discussion about player safety. Helmets, or at least what passed for helmets, had been a part of organized football
since the late 1800s, but they were optional. Various leather versions evolved until John T. Riddell, a member of the Sporting Goods Industry Hall of Fame, introduced the plastic helmet in 1939. The need for plastics during World War II slowed the development of the plastic helmet, but they went back into production after the war.
A year after the Bright incident, the NCAA mandated facemasks in the MVC (which Drake left for a time because of the Bright incident) and ruled that tackles made with a fist, elbow or forearm would result in a suspension for the player making such a hit.
The use of facemasks soon became widespread and eventually mandatory at all levels of football. Fortunately, societal attitudes evolved, and the sporting goods industry responded and was instrumental in helping to make the game of football safer for all to play.
Bruce Miles has covered sports in the Chicago area since 1979. For 22 years he covered the Chicago Cubs for the Daily Herald. He also covered high school boys and girls basketball for a decade. This is his fifth piece for NSGA NOW.
The removal of a restriction on the front of jerseys is one of the basketball rule changes for the 2024–25 season by the National Federation of State High School Associations (NFHS).
A change to Rule 3-4-4a removes the restriction of only lettering being allowed on the front of the jersey. If a logo or mascot is displayed on the front, it must be centered directly above the number in place of identifying names. This change does not require schools to purchase new uniforms and may allow some schools to wear current uniforms that were previously not permitted. Also, the requirement of jersey numbers being of a clearly contrasting color from the jersey color goes into effect with the 2024–25 season.
The National Federation of State High School Associations (NFHS) made high school wrestling rule changes for the 2024–25 season that will impact wrestling mats and scoring/scorebooks. The 10-Foot Circle at the center of wrestling mats is now optional. Wrestlers now will be encouraged to “stay in the center of the mat” instead of “within the 10-foot circle.”
The impact of rule changes on scoring starts with high school wrestlers being inbounds with only one point of contact of either wrestler inside or on the boundary line. Previously, high school wrestlers were considered inbounds if two supporting points of either wrestler were inside or on the boundary line. The two supporting points could be two supporting points of one wrestler or one supporting point of each wrestler inside or on the boundary line.
The National Junior College Athletic Association (NJCAA) announced Rawlings as the Official Softball of the NJCAA. The four-year agreement begins July 1, 2024, and continues through June 1, 2028.
The Rawlings NJCAAFP softball will become the official softball starting with the 2024-2025 season and will include the NJCAA logo. These softballs have a raised seam with a polyurethane core and pro leather cover that gives just the right amount of tack, according to an NJCAA news release. The agreement calls for use of the official softball for all regional, district and national championship competitions throughout all three divisions of NJCAA softball.
Rawlings is a member and supporter of the National Sporting Goods Association (NSGA).
SPORTING GOODS
INDUSTRY HALL OF FAMER, FORMER NSGA BOARD
CHAIRMAN JACK SMITH PASSES AWAY
Jack Smith was a visionary who turned Sports Authority into one of the biggest sporting goods retail brands in the world. Smith also served the National Sporting Goods Association (NSGA) as Chairman of the Board and was inducted into Sporting Goods Industry Hall of Fame in 2016. NSGA was saddened to learn recently of Smith’s passing on March 20 at 88.
Smith saw Sports Authority grow from one store in Fort Lauderdale, Florida in 1987 to nearly 400 locations in the United States and Japan in 2010. He was a member of the NSGA Board of Directors for more than eight years and was the Board Chairman from 1997–99.
“Mr. Smith was one of the iconic figures of our industry and he had a phenomenal career in retail,” said Matt Carlson, NSGA President & CEO. “He was a tremendous leader, not only for the companies he worked for, but also for the entire industry through his service on the NSGA Board. It was great to see him honored with his induction into the Sporting Goods Industry Hall of Fame.
“Mr. Smith’s loss will be felt by many people and we extend our sincerest condolences to his family and friends.”
Smith was raised in West Philadelphia, Pennsylvania and began his storied retail career with Singer Sewing Machines in the early 1960s. He would also work for Sears, Roebuck & Co., Montgomery Ward, Jefferson Department Stores and W.R. Grace.
Smith was the Chief Operating Officer of Herman’s Sporting Goods. He tried unsuccessfully to bring the comprehensive megastore concept that fueled the tremendous growth of Home Depot and Toys “R” Us to the sporting goods industry at Herman’s. He got another opportunity with the backing of a group of venture capitalists to build a sporting goods giant through the concepts of an unparalleled selection, competitive pricing and merchandise always in stock.
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Just 18 months after opening his first Sports Authority, the business had grown to eight stores and Smith sold it for $75 million. He stayed on as CEO for the next five years as Sports Authority grew to 150 locations. He eventually re-acquired the company and in 2010, the business generated over $3.5 billion in annual sales and had 330 stores in the United States.
Smith created his successful business with people who believed in his mission and by thinking differently, not just in size and price, but in almost every dimension. He was loyal to his employees and prided himself on the fact he frequently visited every store so employees knew what was expected of them.
In 1994, SportStyle Magazine voted Smith No. 2 among the top 100 Most Influential People in the Sporting Goods Industry. He retired as CEO in 2000 and moved to help other businesses reach the same level of success he achieved. Smith sat on the board of directors for Darden Restaurants, Inc., Fiesta Restaurant Group, Carrols Restaurant Group and Beverages & More.
One of Smith’s biggest accomplishments was his family as he and his wife Anita of 67 years had four children. Smith was a lifelong Philadelphia Phillies fan and a big thrill was attending the final games of their 1980 and 2008 World Series championships with his son Howard. Jack was preceded in death by Anita on October 8, 2023 and their children Donna, Robin and Randi. Jack and Anita had 7 grandchildren and 6 great-grandchildren.
A funeral service was held for Jack Smith on March 24 in Hollywood, Florida. In lieu of flowers, the family asked for donations to be made directly to the Livestrong Foundation at www.livestrong.org.
Momentec Brands appointed three highly respected industry veterans to its leadership team in David Baxter (Chairman of the Board of Directors), Mike Moore (Chief Financial Officer) and Joel Bennink (Senior Vice President of Product Development).
“We’re thrilled to have David, Mike and Joel join our team,” said John Anton, CEO, Momentec Brands. “All three of these accomplished leaders bring deep industry knowledge and relevant experience from best-in-class companies. We look forward to each of them making lasting contributions towards fueling our customers’ success as we strive to deliver unparalleled speed, ease, and value to outfit moments that matter.”
Momentec Brands is a member and supporter of the National Sporting Goods Association (NSGA).
Cap America hired Carter Newman as National Sales Manager for Sporting Goods. Newman will collaborate with Tim Nixon to spearhead growth initiatives within the division, aiming to further enhance Cap America’s market presence, according to a news release.
With a bachelor’s degree from Augusta State University and over a decade of experience in the sporting goods sector,
Newman brings a wealth of expertise, particularly in team headwear. His previous roles have seen him manage large-scale headwear operations and maintain pivotal accounts and partnerships. At Cap America, Newman will oversee the external sales team and work closely with internal sporting goods personnel to ensure seamless operations and superior customer service.
Mark Gammon, CEO of Cap America, expressed his enthusiasm about Newman’s appointment: “Carter joins us during a time of remarkable growth in our sporting goods division. His profound industry knowledge and extensive relationships are tremendous assets that will undoubtedly contribute to our ongoing success and solidify our position as a market leader in decorated team headwear.”
Newman is equally eager about his new role, stating: “Cap America has long been known as the industry leader in service and speed. Their customer-focused approach and commitment to providing the best service in the industry are what sets them apart as a leader in the headwear space and I’m extremely excited to have the opportunity to join such a dynamic and fast-growing organization.”
Cap America is a member and supporter of NSGA.
Winmark Corporation has entered into a partnership as the Official Resale Partner of IMPEX, the industry leader in fitness manufacturing for more than four decades with brands such as Marcy, Steelbody and Bionic Body. Through its more than 290 Play It Again Sports franchised locations, Winmark and IMPEX will partner to extend the life of fitness equipment and provide
consumers with a quality retail resale option that’s both focused on circularity and value.
As the Premier Sustainability Partner of Winmark and Play It Again Sports, IMPEX will be the presenting sponsor of one fitness “Sponsored Buy Drive” per year and will jointly promote co-branded sustainability-focused content that will be distributed on all social channels as well as promoted by Play It Again Sports via local stores, its website, and national PR efforts.
Winmark also extended its partnership with women’s hockey trailblazer Blake Bolden, who is currently a NHL scout.
Winmark/Play It Again Sports is a member of the National Sporting Goods Association (NSGA).
STAHLS’ launched its Fulfill Engine software, the all-in-one print shop solution made to streamline print on demand & bulk fulfillment for apparel decorating businesses of all sizes.
STAHLS’ Fulfill Engine is a significant advancement for custom apparel decorators, providing an all-in-one platform to simplify everything from pricing and quoting to sourcing blank goods, managing multiple decoration methods, staging orders and shipping. This powerful, new program is set to transform the way businesses produce custom apparel orders, ensuring greater efficiency, accuracy and customer satisfaction.
Decorators using Fulfill Engine benefit from a range of powerful tools, including scan-to-print production tracking, automated DTF heat transfer ordering, unlimited white-label
webstores, integrated quality checks and much more. The software offers a total package for those who want to take charge of business growth with online sales, efficient sourcing, trusted contracting and streamlined manufacturing management.
STAHLS’ also announced contract printing services for apparel decorators who have overflow production needs or incoming requests that are outside of their in-house capabilities. STAHLS’ contract printing is designed for existing STAHLS’ customers who are at capacity and need assistance with some level of fulfillment.
STAHLS’ is a longtime member and supporter of the National Sporting Goods Association (NSGA).
Hibbett announced a definitive agreement to have all its outstanding shares acquired by JD Sports Fashion at $87.50 per share in cash, which represents an aggregate enterprise value of approximately $1.1 billion. Birmingham, Alabama-based Hibbett, which was founded in 1945, had 1,169 Hibbett, City Gear and Sports Additions specialty stores in 36 states as of February 3, according to a release from the company. JD Sports had 3,313 stores worldwide as of March 2.
Mike Longo will continue as Hibbett President and CEO and Jared Briskin will take the role of Hibbett Chief Operating Officer (COO). Hibbett will maintain its headquarters in Birmingham. JD Sports started in 1981 as a single store in England and now has locations in the United Kingdom, Europe, North America and Asia.
Hibbett is a member of the National Sporting Goods Association (NSGA).
Wilson Sporting Goods entered a multiyear partnership with Indiana Fever rookie guard Caitlin Clark as part of its athlete roster. Wilson will roll out signature basketball collections celebrating Clark’s continued legacy as well as work with her to innovate product across the WNBA, NBA and basketball at large.
Clark became the NCAA Division I all-time leading scorer and led the University of Iowa to consecutive NCAA tournament national runner-up finishes. As part of Clark’s role, she will test, advise and provide feedback on a range of Wilson basketball products; further advancing how Wilson continues to improve the game from youth to pro. Wilson will drop collections that celebrate Clark throughout the rest of 2024 and work with her to creatively direct her first signature basketball line that will debut later this year.
Wilson is a member of the National Sporting Goods Association (NSGA).
Imperial, a headwear manufacturer founded in 1916 and owned by Kansas City, Missouri-based investment firm CPC, completed the acquisition of Pukka, Inc., based in Findlay, Ohio. Imperial said the management team and operations at Pukka will remain in place. Imperial was CPC’s first acquisition in late 2021.
Imperial is a member of the National Sporting Goods Association (NSGA).
Continued on page 50
Continued from page 49
USA Football and Under Armour announced a multi-year partnership through the 2028 Summer Olympics in Los Angeles. The partnership aims to allow every athlete to participate, ultimately growing the game of football.
As the new Official and Exclusive Uniform, Apparel, and Footwear Partner of USA Football, including the U.S. Men’s and Women’s National Teams, Under Armour will support USA Football’s athletes as they compete on the global stage with new innovations and worldclass products reimagining how the sport will be outfitted. The brand will also dress the first Olympic team for the 2028 Summer Games as flag football and USA Football’s U.S. National Teams make their Olympic debut.
PWHL PARTNERS WITH BAUER
The Professional Women’s Hockey League (PWHL) will have an expanded partnership with Bauer Hockey as the first Official Jersey Partner of the PWHL, beginning with the 2024-25 season.
The new agreement builds on Bauer’s “Everything for the Girls” campaign and commitment as an official league partner and equipment supplier. Through the partnership, Bauer will be the exclusive provider of official game and replica jerseys for the league and its teams. The PWHL and Bauer will unveil the newly designed jerseys leading into the 2024–25 season. A portion of replica jersey sales will help to create and support a program designed to introduce more girls to hockey and grow the PWHL fan base. Bauer’s “Grow the Game” initiative has been breaking down barriers to the sport for over a decade with fun, affordable, and convenient introductory programs for youth around the world, including a specific and successful effort designed to welcome more girls and their families.
Bauer will continue working with PWHL players and using their insights to enhance the design of women’s hockey gear. Bauer’s roster of athletes features talent on every PWHL team. As an official equipment partner to the PWHL, Bauer offers all players the opportunity to select Bauer player and goalie gear to achieve their peak performance. In addition to Bauer’s sticks and skates, this year the game’s brand is also offering a new base layer, shoulder pads, and pant designed specifically for women and validated by PWHL players.
Bauer is a member of the Hockey Dealers Association (HDA).
All high school ice hockey players playing under National Federation of State High School Associations (NFHS) rules will now be required to wear a neck laceration protector — in its original manufactured state and as intended by the manufacturer — during competition in the 2024–25 season.
This NFHS rule mandate comes after the USA Hockey Congress approved
legislation requiring the use of neck laceration protection for players in all age classifications other than adults in games and practices, as well as for on-ice officials under the age of 18, effective August 1, 2024.
NFHS said mandating neck laceration protectors, which is detailed in the new Rule 3-4-4 in the NFHS Ice Hockey Rules Book, furthers its commitment to risk minimization and the health and safety of participants and aligns the national rules with the measures taken by many state high school associations and youth hockey leagues across the United States.
Should a player enter a contest without a neck laceration protector, or if it comes off during play, the player will be directed to the bench and may return to the ice once the apparatus has been properly affixed. In the event the player refuses to wear the equipment, play will be stopped, and the player will be assessed a two-minute minor penalty.
Corresponding changes were made to Rules 3-3-1 and 3-3-5 outlining proper neck laceration protector protocols for goalkeepers. In addition to requiring the new item, Rule 3-3-1 states that the neck laceration protector must be worn underneath and separate from the “flapper-style” throat protector attached to the bottom of the goalkeeper’s mask.
Any modifications made to the piece of equipment will bring about a minor penalty. In Rule 3-3-5, which specifically addresses goalkeepers, the neck laceration protector is now included as a piece of “broken or displaced” equipment that will immediately result in a stoppage of play.
Ice hockey is sanctioned in 18 of the 51 state associations (includes Washington D.C.): Alaska, California, Colorado, Connecticut, Illinois, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Hampshire, New Jersey, New York, North Dakota, Ohio, Rhode Island, Vermont, Wisconsin.
Norse House started 1961, at Stratton Mountain, Vermont, originally founded in New York City in the late 1940s. Norse House moved to its current location in 1977 and was remodeled in 2008. We added a state-of-the-art tune room in 2014. Norse House is a true brick-and-mortar, authentic specialty ski store working with many brands from Europe. These brand relationships have been formed from many visits to ISPO. Our staff is comprised of long-term, dedicated winter sports enthusiasts. We ski, snowboard, tour, bike, paddle and enjoy our family all while living in Vermont. I got involved in the sporting goods world in 1980 and my concentration in snow sports started in 1982 and moved to Vermont in 1989. I understood the need for quality employees, uncompromised customer service, and most importantly to form a team dedicated to the outdoor winter and summer sports enthusiasts! This is what led me to purchase and reopen Norse House in 2008.
So much has changed in the past 15 years. Manufacturers eroded the retail market with the need to compete with retailers. Sales for Memorial Day, 4th of July, sales for summer, Labor Day, Columbus Day, back-to-school, Black Friday weekend, Christmas, mid-winter, end-of-season sales, etc. We need regulations for pro sales and pop-up sales. The last 5 years have been complicated as manufacturers’ Direct-To-Consumer programs persist and have sacrificed the customer service aspect and human interaction and making it all about price and the deal.
I believe all owner-operated specialty retailers have great customer service. Our separation is the best location and second-to-none staff! We have found out that once a customer calls the shop, the visit isn’t too far away. Therefore, we use the web and media to put prospective customers in communication with us — simply stated, “Give us a call.” If a customer does not want interaction and believes they know everything about the product, then it is best they stay a web customer. We cannot count the problems we have to fix from internet sales of ski equipment.
A customer will never know what they are missing when they don’t have superior customer service from people who truly care about a ski day, bike ride, or paddle on the pond along with the correct gear and garments to enhance and protect them from Mother Nature!
We have been trying different web tools over the past four years and so far, so good.
The National Ski & Snowboard Retailers Association (NSSRA) is a source of knowledge, including interesting reports and data. We use this information to be inventive and to separate our store from the others.
