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COURTESY OF CRESTED BUTTE MTN RESORT/TRENT BONA PHOTOGRAPHY

and their potential impact on new riders, while at the same when they begin the process, if they haven’t already booked
time trying to attract and retain experienced riders. online. Consider placing all-inclusive packages first on your list
or board. This simplifies the selection process rather than forces
STRATEGY 3: RENTALS & EQUIPMENT customers to make a la carte decisions where they may or may

Rental shops and the equipment provided at bike parks are not choose the right products for the best first-time experience.
an essential component to a great experience for a new rider. Once they are at the point of picking up their equip-
The rental shop provides a point of contact and education ment, make sure the items are as clean, dry, and fresh smell-
opportunity that can’t be understated. And, the equipment ing as possible. Putting on a helmet that’s wet from the
provided to a new rider can make or break the trail experi- previous user could immediately turn anticipation into dis-
ence, which is where the memories of fun will come from. gust. This means that your rental return process needs to
When evaluating your rental shop and impact on new have a process ready to address this.
riders, consider how easy it is for guests to find and go During set-up of the bike itself, have the tech talk with
through the rental process. In addition, look at the vari- the guest and familiarize him or her with the major com-
ety of education opportunities presented as customers go ponents, why they are important, and how they operate.
through the shop. Beginning with the website, rentals should Knowing how equipment operates often makes it easier for
be front and center, making it immediately obvious that the people to use it properly. This is also a good time to figure
shop provides quality, well-fitting gear to help make the first out whether to recommend a lesson or particular trails. In
experience safer and more fun. Consider including images the case of a new rider, part of the tech’s scripted discussion
of the equipment—bikes, helmets, chest protectors, knee points should include asking if the individual is taking a les-
and elbow pads, gloves, and even shoes—along with word- son, and if not, recommending a lesson. This conversation is
ing on why each is important, to familiarize new riders with also an opportunity to reinforce important safety messaging,
the gear they should be using. This can also carry over to including the Mountain Biker’s Responsibility Code.
the shop itself—having gear on display along with an educa- The rental shop is also an excellent place for safety
tional piece right next to it to clarify why each person should messaging, including the Code, examples of warning and
be wearing the item. way-finding signs, and aspirational imagery. A large trail
Make it easy for guests to find the right rental package map can also be valuable to show new riders, and those new

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