COVID-19 Round Table Call – Retail Operations – Cross Country Ski Areas Association

The 7/29 CCSAA Round Table Zoom Call was centered around Retail Operations.

Please remember that his is a very fluid situation and that we are discussing solutions for the situation we believe we will be in as winter nears.

We understand that every Nordic center presents its own set of parameters and limitations, and that there will not be a one solution that fits all Nordic centers. We also are concerned with any reduction of capacity and are looking at how to create new systems that do not rely on cutting our existing skier capacity or any revenue stream.

Call Audio: COVID-19 Round Table Call – Retail Operations– 7/29/20

Below are simple take a ways from the call:

Retail Operations Panel

Mick Mahood – Nordic Director, Woodstock Nordic Center, VT
Lauren Stagnitti – Nordic Director – Trapp Family Lodge, VT
Polly Tucker – Fischer/SWIX Sales Rep, CO
Paul Perley – General Manager, Ute Mountaineer, CO

Discussion

New buyers take more time as they know very little
Minimize contact and maximize safety
- Masks should be worn by customers and staff at all times
- Dividers should be erected where adequate distance does not exist
  - Boot fitting
  - Check out
  - Could make stands with skis to be authentic
- Messaging
  - Website
    - We are following all COVID best practices
    - New procedures
    - What to expect
    - Best time to ski/rent
  - Message to local business, hotels, etc. that you are open and operatizing under the strictest standards
- Reduced store traffic due to concerns from staff or local ordinances
  - All staff in masks, gloves if possible
    - Provide masks and gloves if needed
    - Everyone must wear a mask
  - Determine maximum capacity – check your state for their regulations
  - Have a greeter at the door letting people to maintain numbers
  - Some mentioned sign on the door was enough to keep people waiting until they are invited in
  - 6 foot floor markings to control indoor space. If you have a line outside, have 6 foot markings there too.
  - Have hand sanitizing stations as customers walk in.
  - In winter,
    - Have outdoor heaters
    - Try a buzzer system similar to many restaurants so customers can wait in their car
  - How does reduced store traffic effect sales?
    - Many are seeing sales numbers from May/June comparable to previous years with several seeing increases
    - Could 1 on 1 service from a staff person actually increase sales?
    - Customers appear to be coming in to purchase, less looking
    - Many retailers will be dealing with more people than space, need COVID Control
  - Many are working with reduced store fixtures to create more space and room for distancing
    - Less stock on floor to open space, more back stock
    - Some are considering reducing their skus and going deeper with those they keep
  - How to deal with boot fitting.
    - Possibly create a reservation system to handle the flow
    - Create a ‘boot fitting sneeze guard’ if possible (see image)
    - Use 3d foot scanners if available
    - Use gloves when handling feet and inventory
    - Some have cordoned off the boot & shoe area, limited # in there at a time
  - Staffing
    - Mentioned that there may be added stress on staff, being on the front line
      - Work with staff to make them comfortable, what will that take?
    - Other thoughts
      - Consider delivery programs in local communities