Why Human Connection is Retail’s Greatest Advantage - Retail Retold Replay

What does it take to turn a passion for running into a thriving retail business?

With fall marathon training season in full swing, we thought we would throw it back to a conversation that Chris Ressa had with Kim Caruso, owner of Fleet Feet Poughkeepsie, located at DLC’s Shops at South Hills. Kim shares her journey from corporate America to entrepreneurship, explaining how a casual 5K inspired her passion for running and ultimately led to opening a specialty running store in her hometown.

Kim reflects on the challenges and opportunities of owning a retail business, especially navigating the pandemic. From shifting to appointment-based fittings and curbside pickup to building community through virtual running groups and challenges, she highlights the resilience of specialty retail. Throughout, Kim emphasizes the importance of connection, experience, and service—showing how brick-and-mortar retail thrives when rooted in relationships.

Chris underscores a core truth in retail real estate: the people behind the business are as important as the location itself. Fleet Feet Poughkeepsie’s success wasn’t just about market demand, but about Kim’s relentless energy, passion, and community focus.

What you'll hear:

• Passion to Business: Kim turned a personal love for running into a successful small business, proving that spotting a gap in the market can open doors for entrepreneurship.
• Pandemic Pivot: By introducing online appointments, curbside pickup, and creative virtual events, Fleet Feet kept customers engaged and sales steady—even while doors were closed.
• Community is the Differentiator: Specialty retail wins not just on product, but by building experiences and relationships. Customers return because they feel part of something bigger than a transaction.
• The Value of Franchise Support: Partnering with Fleet Feet gave Kim access to vendors, training, and expertise that would have been unattainable as an independent startup.
• Real Estate Lessons: Location matters, but the people running the store drive its ultimate success. Kim’s active involvement and vision made Poughkeepsie one of Fleet Feet’s strongest openings.
• Resilience & Optimism: Despite being down 15% in 2020, Fleet Feet weathered the storm and positioned itself for a strong rebound with pent-up demand expected in 2021.
• Entrepreneurial Advice: Know what you’re good at, lean on experts for what you’re not (like commercial real estate), and give customers a reason to choose you over online competitors.

Chapters

00:16 Kim Caruso's Journey to Fleet Feet

03:29 Navigating the Pandemic: Challenges and Innovations

08:02 The Future of Physical Retail

09:41 Community Engagement and Events

11:56 Connecting with Customers Digitally

15:13 Reflections on the Pandemic Experience

18:38 The Franchise Journey with Fleet Feet

26:12 Choosing the Right Location

30:18 The Importance of Teamwork in Business