Hibbett's to kick off new sporting goods store

If you build it, they will come.

Those words didn't come to Jeff Kimbrell as a voice from nowhere, à la "Field of Dreams." To the real estate manager of Hibbett's Sporting Goods, opening a store in Cape Girardeau just seems like good practical business sense.

"The demographics are great," Kimbrell said last week. "Any time there's a college in town, that's good. Where there are young people around, we generally do well. Plus, it's just a great town."

Kimbrell said the 5,000-square-foot Cape Girardeau store is scheduled to open March 15 at the Town Plaza in spaces formerly occupied by Baskin-Robbins, the Clip Shop and some offices.

Hibbett Sporting Goods is a rapidly-growing operator of full-line athletic sporting goods in small to midsized markets. They have 370 Hibbett stores in 21 states, predominately in the Southeast, mid-Atlantic and Midwest. There are 13 stores in Missouri, with stores already in Sikeston and Poplar Bluff.

Kimbrell said the stores usually have a staff of 15. They are a small-market store, but Kimbrell said that's how they like it.

"It's a nice niche," he said. "We stay away from our competition, the Sports Authorities, the Dick's Sports. They can have the major markets. Not that we're not pretty good size. We just go to smaller towns, that's what we do."

Sorry stockholders

Regret, fear, anger, bitterness, pessimism. No, it's not my autobiography title. These are the descriptions people offered for the tone of conversations they've had about the stock market, according to a survey.

When the subject of investing arises, 47 percent of investors said the tone of the talk was pessimistic, 44 percent said it's laden with regret and 35 percent said there is a tinge of fear among the participants. Only 22 percent of people said there was any sense of optimism about the market.

The data were culled from an online survey of 1,009 people this fall for Harrisdirect, a brokerage that is part of Harris Investors Services LLC.

Griping effectively

You're either on hold longer than Pete Rose, pressing 5 for a "customer care representative" or inching through a line longer than the buffet line at Ruby Tuesday's. It's you versus monolithic Corporate America and your puny quest for help is going nowhere fast.

But check your fury. With a little patience and planning, you can get satisfaction from customer service departments. The Society of Consumer Affairs Professionals offers a checklist for how to complain constructively.

Before calling or stomping into a business, have all your relevant documents. Also, be aware of what you bought and have a realistic view about what you're going to get as a result of your trouble -- a store isn't inclined to replace a bum Seiko with a Rolex.

Be firm, yet polite and respectful, when speaking with the customer service person. State the problem and your expected outcome concisely. Don't muddle the issue with irrelevant asides, such as the horror of your previous encounter with the company in 1993.

Give the person time to speak, and listen. If they correct the problem, thank them. If not, ask for the name and contact information of a higher-level manager so you can press your issue.

Most companies want to hear your issues and fix them, so you'll give them more business.

"A good customer lets companies know when he or she has questions or concerns," said Jan Guifarro, director of consumer affairs for Colgate North America. "A silent consumer is the one who is not giving us the opportunity to help."

But don't use swear words or make fun of the clerk's tie. Take my word for it. That gets you nowhere.

Employer resolutions

What are your plans for 2003? I'd like to drop 20 pounds, spend more time with the kids and pay down the credit cards. But some wise employers have also put together some corporate resolutions.

If you're an employer -- like me, over my 10-year-old son's snow shoveling business -- January is a great time to make a list of resolutions that will improve company morale and increase employee productivity, according to Maritz Brand Alignment, a unit of Maritz Inc., a Missouri-based market research and consulting firm.

Among the goals Maritz suggests: building more trust among the ranks, developing greater clarity for company directions, supporting employees better, seeking more input from employees and sharing success.

"New Year's resolutions should be a must for all company leaders," said Rodger Stotz, a Maritz vice president. "This is a great opportunity for company leaders to build trust, loyalty and increase productivity among employees."

Building trust, loyalty and increased productivity, huh? It'd probably be easier to drop the 20 pounds.

Scott Moyers is the business editor for the Southeast Missourian. Send your comments, business news, information or questions to Biz Buzz, 301 Broadway, Cape Girardeau, Mo., 63702-0699, e-mail smoyers@semissourian.com or call 335-6611, extension 137.