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Hi all,
My retail design agency works with many outdoor brands and we are currently conducting a short survey to learn more about outdoor enthusiasts like you and your experiences with activities like mountaineering, skiing, climbing, and mountain running.
Your insights would be incredibly valuable, and will help to shape the next wave of retail concepts and customer experiences in the industry.
If you have 5mins over lunch, please take a moment to share your thoughts here: https://www.surveymonkey.com/r/R8HVRL8
Any questions, or if you’d like to speak to me directly, please send me a direct message.
Many thanks,
Ollie.
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Firstly, I look for more specialist stores now, rather than generic outdoor stores like the major retailers, although they do have some good quality product ranges. Helpful staff is important. This can be broken down a bit though. They need to be knowledgeable but also a good listener, so they can understand your needs. They also need to be welcoming and inviting. Nobody likes to be looked down on or judged, and then discounted as not being worthy of buying from their product range. This is particularly important in our arena of activities. We’re not all in our early twenties, hiking 30kms both days on every weekend, in some amazing remote location. The hiking community is such a communal, sharing one in the field, where people of all ages and physical capabilities are getting out there for their trips, in all different environments. Personally I suffer from the 3 F’s – Fifty +, Fattish but fortunately reasonably hiker fit for my age, but I still like to challenge myself. Everyone’s adventures are important to them and the best stores are the ones that support all people in their journeys and adventures. Finally, the physicals for a good store include clean store, not cluttered, good range of reliable products, and some range across different categories (think footwear as an example). These principles are similar for online stores, where clear, useful photographs from many angles, including with the gear being used, are very helpful, along more detailed info about the product, including measurements and specs. It’s good to be sure to be sure. These quality stores may not realise it, but can become our gear partners over time, particularly when you reflect back on where you’ve made purchases from in the last few years, and who hasn’t let you down.
One more aspect, which is always important, is after care assistance and how they handle any issues you have products purchased. This can be deal breaker, as it’s a risk a lot of want surety about.
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That’s a great take, and I couldn’t agree more. A good outdoor store should feel like a trusted partner in your adventures, not just a place to buy gear. Specialist stores tend to get this right more often, with staff who genuinely understand the gear and take the time to listen, rather than just push sales. There’s nothing worse than feeling judged or dismissed because you don’t fit some stereotype of what a ‘serious’ hiker looks like. The best stores recognise that everyone’s journey is different, whether you’re hiking ultra distances every weekend or just getting started on local trails.
The point about aftercare is a big one too. Buying outdoor gear is often an investment, and knowing a store will stand by its products and help if something goes wrong makes a huge difference. I’ve had experiences where solid after-sales service turned me into a loyal customer, and others where a dismissive attitude meant I’d never go back.
Online stores also have a big role to play, and you’re spot on about detailed product info and photos from multiple angles—including real-world use—being essential. With so much gear to choose from, the ability to make an informed decision without physically handling a product can make a big difference.
That said, it’s always disappointing to hear about people using brick-and-mortar stores just to test products, only to buy elsewhere online. That’s not really fair to the store, and it definitely impacts their ability to keep providing great service. I’m all for supporting those who support me.
At the end of the day, the best outdoor stores—whether brick-and-mortar or online—aren’t just selling products; they’re supporting our adventures, no matter what we, or those adventures look like.
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When choosing a hiking gear store in Australia, I look for knowledgeable staff who understand local conditions and offer expert advice. A great store stocks quality products from reputable brands, catering to Australia’s varied climates and terrains. Staff recommendations on gear and trails tailored to Australian environments are also valuable. Check out this blog post here: https://www.trailhiking.com.au/blog/choose-the-best-hiking-gear-store/
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