Wearing Tails to a Keg Party

By Steve Crandall
Vice President, Sales & Marketing
Ashaway Racket Strings

At a recent national tournament, a competitor asked me if I knew of a source of racquetball string in his home town. Because he teaches racquetball at his local YMCA, he feels it's important to set a good example for his students. But try as he might, he just couldn't find racquetball string, so he was having to make do with a popular brand of tennis string.

He had been having his racquet strung by a well-known sports retailer who makes a big deal about how sophisticated and knowledgeable he is about stringing and equipment in general. This retailer concentrates on tennis-he even has the word "Tennis" in his name-but he also services the racquetball market to an extent.

I know the retailer, because he buys a fair amount of Ashaway tennis, squash, and badminton string, so I called him after the tournament. He said it was purely a question of economics: because of the small size of the racquetball market, he couldn't justify carrying inventory just for that sport. I argued that customer service and marketing concerns should override pure economics in this case. I explained the differences between tennis and racquetball string, and pressed him on the importance of selling the right equipment for each sport. If he wanted to support his claim of being sophisticated and knowledgeable, I told him, he owed it to his customers. Ultimately, he agreed to add racquetball string to his orders. I haven't been back in touch with the competitor at the tournament, but I hope he's getting good service now. (A reminder: the USRA receives a portion of the proceeds of every Ashaway racquetball string sold.)

Here's a summary of the points I made with the retailer: