Create Memorable Customer Experiences: A Dispensary Owner Guide

The legal cannabis industry has expanded rapidly over the last several years, and it doesn’t show any signs of slowing down. For your dispensary, this means more competition. It also means finding new ways to stand out so you can attract and retain customers. One way to do that is by creating memorable customer experiences. 

Customer experience (CX) refers to the sum of a customer’s interactions with your brand — both in-person and online. Everything your dispensary does affects their perception of your brand and their decision to become loyal patrons. If you’re looking to wow your customers, the following customer experience tips can help. 

Know Your Customer

If you want to wow your customers, take the time to get to know them. Email surveys, social media polls, and reviews are all excellent sources of feedback that can provide you with valuable details, such as:

  • Who your customers are
  • Their needs (pain points)
  • The types of things they’d like to see

The information you collect allows you to customize digital communications and offers. It also helps you create in-store (and online) experiences that will keep your customers coming back for more. 

Prioritize the Customer Experience in Your Dispensary Culture

Make providing high-quality, memorable customer experiences a core component of your dispensary culture. Training is critical. Friendly, attentive budtenders with the knowledge to answer questions, offer recommendations, and provide helpful information can empower customers and help them feel secure in their purchasing decisions. 

Be Timely and Provide On-Demand Services

Not all customers know what they’re looking for when they enter your dispensary. Newcomers to the world of cannabis might not know where to start. Long-time users might want to branch out and try something new. Again, training is key. Budtenders should be able to respond to customer needs quickly.

Make your dispensary a destination. Your interior design choices, product presentation, employee attire, lighting, and other elements should immerse your customers in another world. The atmosphere should feel safe and inviting. It should also make them want to come back over and over when they need to restock their supplies.  

Polish Your Website

Your website can play an integral role in helping you to create memorable customer experiences, too. Its design, style, and tone should match your brand. It should also be easy to navigate, provide up-to-date stock information, and feature a blog with relevant, helpful information. 

If you haven’t already, consider offering your website visitors the ability to order online for in-store pickup. It’s a convenient, time-saving feature that can go a long way in boosting the overall customer experience. 

Go Above and Beyond Expectations

Sometimes, it’s the little things that make the biggest difference:

  • A budtender overhears a customer is vegan. When asked for help, they point the customer toward a selection of vegan-friendly edibles.
  • A repeat customer walks through the door. Your staff greets them by name and lets them know that your shop just received a shipment of their favorite product.
  • A customer’s birthday is coming up. You email them a discount to use during their birth month. 

Your customers are likely to remember these seemingly small things. They’re also more likely to tell their friends about them or mention them online. 

Get Involved in Your Community

Create deeper connections with your customers by getting involved in your community. Host a fundraiser, participate in a community service initiative, or partner with a local organization. Customers love brands that share their values. There’s a good chance that their customer experiences will be more memorable and enjoyable when they know they’re shopping with a dispensary that cares.

Find the Right Financing to Help You Create Memorable Customer Experiences

Taking the time to create memorable customer experiences helps to keep your dispensary at the top of your audience’s mind. It provides an incentive for them to keep coming back and always choose you over other dispensaries in your area.

If you need financing to fund your training efforts, design your dispensary, or implement other tactics to improve your customer experience, Bespoke Financial is here for you. Visit us online to learn more about our dispensary financing solutions, and fill out your application today. 

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