How Dispensaries Can Transform Customer Interactions into Exceptional Guest Experiences
With years of hands-on experience working in cannabis dispensaries as a budtender, sales manager and director of vendor relations, I discovered that creating a “guest-like” experience—rather than treating people as mere customers—could completely redefine cannabis retail.
In my experience as a budtender, I learned that approaching each interaction as a guest experience rather than a customer transaction earned me a reputation as one of the best budtenders, and for my dispensary, one of the top salespeople. This shift not only helped boost sales but also built loyalty among visitors who valued these warm, respectful interactions.
Relying on my personal product knowledge alone quickly proved to be insufficient for meeting the variety of needs customers brought to us. So, I leaned into a customer-service method that married research with the specific needs of both the dispensaries and the customers I was serving.
I found that understanding what people are looking for — and why they consume cannabis — isn’t just a best practice; it’s essential to create a meaningful, guest-focused experience. This approach turned every interaction into a thoughtful, respectful exchange — one that left customers feeling valued, understood and eager to return.
The Importance of a Guest Experience
In today’s competitive cannabis market, where customers can choose from countless products, brands and dispensaries, simply stocking the latest offerings isn’t enough. What makes a lasting impression is creating a meaningful, personalized interaction.
When customers feel genuinely valued and understood, they’re far more likely to return, recommend us to others and engage in loyalty programs. Here are the steps I used and have taught at dispensaries I have worked for.
1. Greet: Setting a Warm, Personalized Tone
One of the first things I learned is that the way I set the tone with a guest makes a huge difference. Every interaction starts with a genuine, welcoming greeting. I always introduce myself and ask for the guest’s name and their pronouns.
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This small step creates an immediate sense of rapport and comfort. I find that remembering a returning guest’s name or asking them about previous purchases builds a strong foundation of trust. People want to feel known, and these little details make each visit feel special.
2. Understand: Identifying Key Guest Needs
Creating a guest experience means going beyond surface-level interactions to truly understand each person’s unique needs and preferences. Here’s how I focus on understanding guests’ needs:
Consumption Preferences: Identify how and why each guest consumes cannabis. Are they looking for flowers, vapes, concentrates, edibles or wellness products? Knowing this is just the beginning. For instance, someone using cannabis as an alternative to traditional medicine may need a specific cannabinoid profile, while a recreational user might prioritize flavor and potency.
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Tolerance Levels: One thing that varies widely among cannabis users is tolerance; make sure to align product recommendations with each guest’s tolerance level. A new user may want something milder, while an experienced user might seek higher-potency options. By matching products to tolerance, I help ensure a safe and satisfying experience.
Budget Constraints: Budget is often a major factor in a guest’s decision-making process; take the time to ask about it early on. By understanding their budget, I can guide them to options that maximize value within their price range, ensuring they leave with a product they’re happy with without feeling pressured.
3. Educate: Providing In-Depth Product Knowledge
Education is at the heart of what we do as budtenders. A knowledgeable recommendation can make a lasting impression, so make it a point to know the brands you carry, their stories and unique aspects of the products. Always remember that it’s just as important to be well-informed as it is to educate guests. Here’s how I do it:
• Explaining the Brand’s Story: Guests appreciate knowing where their products come from and why we chose to carry certain brands. Sharing the story behind a brand’s values, cultivation methods and unique features helps guests feel confident in their choices.
• Highlighting Product Specifics: I educate guests on details like cultivation techniques, ingredients in edibles, THC/CBD content and effects. This helps them feel empowered to make informed choices and find products that fit their needs perfectly.
4. Sell: Creating a Lasting Impression
I see the sales process as more than just a transaction; it’s about creating a positive, memorable experience. After a guest makes their choice, I make sure they know about any loyalty options, daily deals or rewards programs we offer. Additionally, I let them know we carry accessories like wraps, pipes and papers so they don’t have to shop elsewhere. I also love inviting them to upcoming brand activations or in-store events. These final touches can go a long way in helping guests feel part of our dispensary community, making them much more likely to return.
5. Transform: Building Relationships Beyond Transactions
Finally, I’ve learned that even if a guest doesn’t make a purchase, treating them as a valued guest rather than just a customer sets the stage for future business. At the end of every interaction, I thank them for visiting, remind them of my name and let them know they can always reach out with questions. If they do make a purchase, I’ll remind them of safe ways to transport their cannabis home — a thoughtful detail that shows I have their best interests in mind.
When I approach a cannabis customer as a guest rather than simply as a customer, it transforms the retail experience. This approach creates an environment where people feel welcomed and valued, making them far more likely to return — not just for products, but for the experience itself.
Transforming Dispensary Culture for Long-Term Success
From my experience, I’ve seen that dispensaries that train their staff to deliver guest-focused interactions stand out and build a base of loyal, satisfied customers. By treating each person as a valued guest, we don’t just elevate our dispensary’s reputation; we meet revenue goals and foster a thriving community of cannabis enthusiasts.