While getting customers through the line and out the door as quickly as possible gives you a sense of efficiency, it certainly doesn’t provide a superior customer experience or ensure that your customers will frequent your dispensary.
Yes we’re all in a hurry, but getting to know your customers needs can go a long way to ensuring that Bad Budz down the street doesn’t poach your best customers.
Think about your last trip to your favorite dispensary. How did it make you feel?
Was having an overwhelming number of products to choose from or getting through the line as quickly as possible what made going there such an enjoyable experience?
Yes selection and quality products are important, but that’s not what builds brand loyalty.
Why should you learn more about your customers?
The short answer is repeat business and referrals!
When your customers can tell that you’re genuinely interested in understanding their needs and look out for their best interest then they’re more likely to frequent your dispensary and send their friends your way.
Many dispensaries try to get as many products in front of their customers as possible without really understanding their unique needs.
We’re looking to foster a deeper relationship where your customers feel that you really know what they want and care about their needs.
Take time to learn your customer’s needs
Loyalty is built through relationship and that can only come when you have a deeper understanding of your customers needs.
How do you build a deeper relationship with your customers? Simple, have your budtenders take the time to ask each customer why they’re here and what they’d like to get out of the experience.
Keep asking questions until you understand what the customer wants. Then when you’re sure you understand what they want take an extra moment to reiterate it back to them in your own words. This shows that you’re really listening.
Finally, once the customer has acknowledged that you understand their needs, make your product recommendations.
Provide superior customer service
Providing superior #customer service goes hand-in-hand with understanding your customers needs.
Ask your customers if they have any questions about how to use your products. People new to cannabis often feel apprehensive about asking questions because they don’t want to look dumb or even take up too much of your time.
Let them know that you’re here to help if they have any questions. When you take the time to build deeper relationships with your customers it will ensure that you get their repeat business and that of their friends.
Still hesitant to invest the time? Why not commit to trying it for 60-90 days and comparing your repeat business and referrals against doing it the old way.
I’m confident you’ll be pleasantly surprised with the results and your customers will appreciate your attentiveness to their needs. This is how you’d want to be treated, right?