With rising prices and the convenience of ordering online, local retailers are often facing an uphill battle when it comes to keeping the attention of the local customer base.  

But one theme emerged during the Kalispell Chamber of Commerce Business Matters Luncheon on April 21: having quality customer service and unique products keeps people coming back to brick-and-mortar stores.  

A panel of local business leaders, Sportsman and Ski Haus President Joe Power, Princess and Buck Owner Beth Kornick and President and CEO of Montana ACE Hardware Dan Conners, provided insight into the ever-changing retail landscape.  

Glacier Bank Senior Vice President Pete Akey hosted the panel and kicked off the discussion by asking what they thought had changed the most in retail over the last few years.  

Conners said he believes the entire process is faster, whether it comes down to buying online for convenience and cost, or through advertising, where there is a limited amount of time to catch someone’s attention.  

But, in an economy where prices keep rising, consumers are more careful with how they spend their dollars in retail establishments. Stores have to check a lot of boxes, in addition to being a place where shoppers know that their money is going back into the local economy.  

Though that’s an important draw, according to Power, who said he works in the stores alongside buyers and retail associates. A big part of their ethos is inspiring not only customers, but also workers to get out and enjoy their free time recreating in Northwest Montana. 

However, they understand Sportsman Ski Haus is a “want” store, meaning that customers are not there to buy necessary items.  

“For us, it's how they're spending their dollars on the things they want to do when they're outside of work. So, we have to try to capture that and still be understanding when somebody comes in and tries a pair of shoes on and thinks they can get less expensive somewhere else,” he said. “You have to hold your breath and be nice to them and hope that next time they still come back, even if they didn't choose to purchase from me at that time.” 

Competing with vendors in the online space has been a challenge, Power noted. But, in recent years, he’s seen some of their attempts to go direct to consumers not pan out.  

“They found out, even though they're really good wholesalers, they are not as good at retail. And there's still something to be said for that personal touch of being able to pick it up, put it on, try it on, have somebody explain those benefits to you,” he said.  

He said Sportsman Ski Haus focuses on providing merchandise that customers can’t always get at other retailers in the area.  

Kornick echoed the same. At Princess and Buck, one challenge she encounters is ensuring unique stock sources, because the buying process is much different from in the past.  

“Back in the day, you went to market, and you met with your representatives who carried certain lines, and they wouldn't allow anybody else in your ZIP code to carry those same lines. And now, with the advent of the internet, everyone can be a buyer,” she said.  

Not only does she try to find unique merchandise to stand out against competitors, but she said creating in-store experiences is exciting for customers.  

“At Princess and Buck, I have a free photo booth in our vintage vault ... During the Christmas Stroll, we had families lined up to get in there and take their family photo. So, creating these experiences and catering to the local market, that's just icing on the cake. We're here for our community and our locals,” she said.  

ACE Hardware could be classified as a “need store.” Conners said they don’t have as much creative freedom when marketing to customers — aside from fulfilling their needs and offering knowledgeable customer service representatives.  

Because they are competing with big box stores like The Home Depot and Lowe's Home Improvement, as well as online retailers like Amazon, ACE Hardware is committed to price matching or providing same-day pickup.  

“(Online retailers) can deliver to your store in two days, maybe a week. We now like to buy online and deliver from store to store. We do all of the above now ... and it's been a success. We strive for 15 minutes to pick an order and have it ready for you,” Conners said.  

He said it’s difficult when price sensitivity is at an all-time high, as the company has to stay up to date with the cost of running the business. Though someone may be able to find something online for cheap, there is no one there to guide them if they have questions.  

“Service is critical. It's more experience-based, so having beautiful displays with a knowledgeable person, and at the right price point, too. You have put all these different variables together to create that secret sauce,” he said.  

Reporter Taylor Inman can be reached at 406-758-4440 or [email protected]. If you value local journalism, pledge your support at dailyinterlake.com/support.