I recently visited both Road Runner and Fleet Feet while searching for new walking shoes, and the…read moredifference was striking. Fleet Feet was, quite literally, feet ahead of the competition.
At Road Runner, a foot scan gave me useful insight into my foot structure and what to consider in a shoe. The technology was impressive, but the experience was less so: the store seemed understaffed, trying each shoe often meant another 5-10 minute wait, and when another associate stepped in, I had to repeat what I had already gone through. More importantly, when I asked to try a shoe outside the scan's recommendation, I was discouraged because it contradicted what the technology suggested and was told not to try it on. Data can inform a decision, but footwear is ultimately experienced by a person, not an algorithm. A scan should guide curiosity and judgment, not replace them.
I eventually tried the Brooks Ghost 18, but Road Runner did not have the colorway I wanted, so I bought them elsewhere. After my first walk, they began cutting into my ankles, and my search started again.
Then I went to Fleet Feet. From the beginning, John made the experience entirely different. He greeted me warmly, did a new foot scan, explained what the results meant, and, most importantly, listened. He combined the data with his own expertise and my actual feedback rather than treating the scan as an answer. And finding the right shoe was not easy. Because of the anatomy of my feet, I ended up trying nearly 15 different pairs. Through every one, John's patience never wavered. When a shoe caused discomfort, he listened, reassessed, and brought out another option. He never rushed me, never made me feel like I was taking up too much of his time, and never acted as though he simply wanted me to settle on something so he could make a sale. What made the experience exceptional was that John seemed just as invested in finding the right shoe as I was. There is a profound difference between helping someone buy something and genuinely helping them solve a problem. John understands that difference.
Eventually, I found the ASICS Novablast 6, which felt like the best fit for my needs. Unfortunately, Fleet Feet could not get my preferred colorway in time for an upcoming trip, so I ultimately left without buying a pair that day. And that may be the strongest testament to John's character and customer service. After investing all that time in helping me, John never pressured me to buy another color or settle for another shoe just to make a sale. He cared about getting me the right shoe, not simply getting me to buy a shoe. That kind of service is rare. I have met plenty of people who are knowledgeable, and plenty who are friendly. It is much rarer to find someone who combines expertise, patience, attentiveness, and genuine care for the customer's outcome the way John did.
Fleet Feet, you have an exceptional employee in John. A foot scan can provide data and a system can generate recommendations, but neither can replace someone who listens carefully, applies expertise, adapts when the obvious answer is not working, and stays committed until the customer has a real solution. John turned what had become an incredibly frustrating search into one of the best retail experiences I've had in a long time. Thank you, John. Your patience, expertise, and genuine commitment to helping me find the right fit did not go unnoticed. Fleet Feet is lucky to have you.
