Playing the Fear Card
Mike Golfredson, CEO of RoadRunner Sports, has lost it. He’s been caught running his mouth off in public. In a classic knee-jerk fashion, Mike makes a feeble attempt to scare customers away from the growing barefoot running movement.
Trying to play to people’s fears in an effort to stop them from being informed will surely fail. Especially when research from none other than Harvard is being published. Trying to combat information with fear doesn’t work for long (one need only look at some previous US administrations to see that). Indeed, the only effective way to go up against information is with credible and convincing counter-information.
See Mike’s email for yourself below.
It’s Just Plain Bad for Business
As many of you are aware, I am a firm believer that running barefoot makes a ton of sense and that we can all benefit from doing at least some barefoot running. However, I only need to put my business cap on to see plenty of reasons why Mike’s newsletter is a big mistake. It breaks some cardinal rules of customer engagement and interaction. Mike should have held his tongue (and his head of marketing should be fired and a new PR agency hired – one with plenty of experience cleaning up after reckless CEOs).
Here are some of the rules Mike broke by sending such an email out to customers along with explanations for why it’s bad for his business:
1. Let your emotions guide your statements, not be your statements. The whole newsletter reeks of personal emotions. Using such strong language as barefoot running is a “major injury waiting to happen,” and bold type with multiple exclamation points is over the top emotionally. Taking a personal tone with customers is a good move if you have something positive to say. For example, sharing a personal run over the weekend and how it reminded you of why you love running can offer motivation. However, in discrediting an activity that has many people enthusiastic from a personal stance can come across like you are using the company platform to lash out.
2. Back up your statements with verified facts. Mike obviously knows that barefoot running has been in the press a lot lately. He therefore is aware that many of his customers could have read some of these articles. Though Mike only references reading the headlines, he’s surely read or been told how many of these articles actually mention possible benefits of running barefoot. That’s probably why he felt the need to send out this email. So, why doesn’t he provide some sort of research to back his statements up, knowing very well that there is research supporting the opposite of what he’s saying? Not providing support will result in a loss of credibility as an informed partner in people’s running endeavors.
3. Treat your customers as intelligent individuals. Businesses just never seem to learn that talking down to people only backfires. “Don’t blindly follow the latest trends” infers that without his help people would do just that. How can that possibly have a good effect? What must Mike think of his customers if he thinks “pea-sized rocks” will leave them sidelined for weeks? He makes it sound like he thinks his customers are all frail invalids who will suffer a massive injury from stepping on “pea size rocks.” Give your customers more respect than that.
4. Provide value in every interaction. It’s quite simple: don’t interrupt people unless you can offer them a solution to a real need of theirs. Providing a discount, an added service, or new and helpful information often meets this criteria. In this email, though, Mike offers nothing new. A call to shop for new shoes at the end of the email, after saying running with no shoes is bad, bad, bad, is not only void of value, it’s a final reminder to the reader (just in case they didn’t make the connection already that barefoot running is very bad for your business) that this email is all about selling more shoes. So much for the opening statement about caring for people’s wellbeing. It sounds like money comes first for Mike.
5. Never, ever, look desperate. Perhaps one of the biggest mistakes Mike made in sending this email out is that it makes him look like his back is against the wall, and like a scared animal, the claws come out. The saying, “’Em are fighting words,” comes to mind. As it will for RoadRunner’s customers. Taking a defensive stance smells of desperation. And customers don’t like doing business with desperate companies. They want people they can trust will be around over the long haul. Leaders of product and dialogue. Companies setting the standards, not trying to tear new standards down.
Some Running Retailers Embrace Barefoot Running
“The whole barefoot running thing,” as Mike puts it in his email, isn’t inherently a bad thing for retailers of running gear. ZombieRunner, a store in Palo Alto, CA, focused on the trail and ultra running markets has actually embraced barefoot running. After reading the book Born to Run, co-owners Don Lundell and Gillian Robinson, hosted several barefoot running clinics where the author of Born to Run, Chris McDougall, along with one of the barefoot runners mentioned in the book, Barefoot Ted, taught people how to transition back into running without shoes. Participants weren’t allowed to wear shoes, not even the very minimal Vibram Five Fingers.
When asked why a retailer, whose shoe sales make up a good percentage of their overall revenue would actually promote barefoot running, Gillian matter-of-factly responded that it was good for their runners.
Therein lies the difference between companies like RoadRunner Sports who lash out against barefoot running and those who not only accept it but embrace it. Don and Gillian are focused on spreading the joy of running that they experience. They sell only products they would run in and firmly believe are the best for runners. RoadRunner Sports, I’m afraid, values the bottom line more than running. It probably wasn’t the case when RoadRunner Sports started, but as they’ve grown they’ve forgotten running and what’s best for the sport.
As to why exactly why Mike wrote the email, your guess is as good as mine. It probably came down to money. He’s probably pissed that he turned down what has become the hottest shoe on the market, the Vibram Five Fingers. Or his worldview is based on the belief that man is not as smart as machine. Whatever the case may be, Mike should think twice about his next move.
When you’re next in the market for running gear or information, think about the people behind the company. Are they in it for the love of the sport? Do they sell anything they wouldn’t buy themselves? Is what’s best for you driving their business decisions?
Full-Transparency: I receive no perks from any retailer nor am I currently part of any affiliate program. I was a previous customer of RoadRunner and am now a customer of ZombieRunner among other retailers of running gear.








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