Q1

Tell us a little about Norse House Ski & Sport. How did you get involved in the snow sports/outdoor retail business?

A: 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 re-open Norse House in 2008.

Q2

How has the outdoor retail business evolved over the last 15 years? The last 5 years?

A: 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, 4^th 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.

Q3

Norse House Ski & Sport focuses on customer service including boot fitting, ski selection, and even installing tow hitches on customers’ vehicles for bike racks. How does your commitment to customer service differentiate you from competitors?

A: 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!

Q4

You have a web chat tool on your website. How long have you had this feature and why did you decide to add it? How has technology impacted your sales?

A: We have been trying different web tools over the past four years and so far, so good.

Q5

What NSSRA resources have you found to be most valuable?

A: 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.