Delivering outstanding customer service is a topic that is very near and dear to us. When someone walks into a Feel State dispensary for the first time, we want to win them over as a customer for life. Guests who are happy and engaged are much more likely to keep coming back. This is why ensuring all team members know, practice, and continuously learn effective customer service techniques is absolutely crucial to our success. While we could share hours and hours of material about our views on this subject, we thought we would keep it simple for the time being! (There is definitely more to come, though!) The following are ten commandments we want team members to follow to help promote a culture of providing best-in-class customer service:
1. Be Attentive
Graciously pause conversations with peers and engage customers with direct eye contact to be fully present.
2. Warmly Welcome
Greet customers personably and smile with one’s eyes! Non-verbal greetings are just as important as verbal ones.
3. Explain Efficiently
Give customers the rundown based on experience and urgency: “Have you been in before?”
4. Actively Listen
Nonverbal or verbal affirmations through talking less and asking more probing questions to assess needs.
5. Organize As You Go
Give customers curated choices by keeping products in order and the space clean.
6. Lead With Affirmation
“Is this an Indica?” “Yes, this is very relaxing”; “Do you have this/do you know this?” “No, but…(provide the solution, the “why,” or the resource).
7. Exceed Expectations
Do not over promise and always be professional: think “fine dining.”
8. Act With Composure
Confidence: “I can help anyone who’s next!”
Calm: take your time and be positive.
9. Always Practice Empathy
Seek understanding and validation; try to align on something in common.
10. Always Express Gratitude
“Thank you for coming in”; “I appreciate you telling me.”
BONUS COMMANDMENT: Actively communicate to the team any needs or actions, like breaks, leaving the floor, and selling the last item of its kind.