The Best Customer Service Strategies Used in the Vaping Industry
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Customer service in the vaping industry can make or break a business. Building relationships with customers and finding and keeping clients is the lifeline that great vape shops thrive on. But what are some of these strategies that the best vape shop uses to retain its customers? In today’s blog we give you five essential strategies for customer service success in the vaping industry.
Table of Contents:
- Hire Employees Who are Familiar with Vaping
- Always Try to Cross-sell as Long as it Benefits the Customer
- Create Incentives for Customers to Return
- Display Your Bestselling Products Where Customers Can See Them
- Practice Online Customer Service
- Conclusion
Hire Employes Who are Familiar with Vaping
Perhaps the most important thing any vape shop owner can do is to hire knowledgeable employees who can educate customers on vaping. This might be one of the most important strategies for providing great customer service because a knowledgeable employee can instruct and educate customers on exactly which vape device they need, what nicotine strength they should use, and what supplies they should get.
With knowledgeable employees, customers will feel more at ease knowing they are making a purchase that will benefit them in the long run and leads to better employee/customer relationships. The opposite is also true when employees who aren’t interested in helping customers make the best choices like, for example, selling box mods when they ask for devices with zero upkeep such as pod systems, you’ll find yourself with dissatisfied customers who won’t return.
That’s why most vape shop owners hire vapers as their employees since they have tried the products, can give personal recommendations, and can better help their coworkers.
Always Try to Cross-sell as Long as it Benefits the Customer
Believe it or not, educating customers is a huge part of great customer service within the vaping industry as is cross-selling safety, especially when it comes to selling box mods that use external Lithium-Ion batteries. Because these batteries aren’t run-of-the-mill batteries that can be handled like AA or AAA batteries, your employees should educate customers on how to care for, handle, and store these batteries as well as cross-sell items that will help maintain the life-span of the device and batteries.
Educating customers and selling items like intelligent chargers, plastic storage battery cases, or extra batteries will not only increase profit but also create a better long-term experience for the customer.
Create Incentives for Customers to Return
The vape business is lucrative because it creates return customers who come back for vape juice, nicotine salts, and new disposables. But this isn’t always true. Like we said in the beginning with the first strategy, if you don’t have knowledgeable employees who can create relationships with customers, you’ll miss out on repeat business. That’s why it’s hugely important to offer incentives for customers to come back to your store.
By creating incentives like 25% off on second vape juice purchases or 30% off on second device purchases, you invite customers to come back to the store, even if they had a less than stellar first interaction, which can help you rescue and bring back customers.
Display Your Bestselling Products Where Customers Can See Them
Another great way to entice customers is to always place the highest quality and bestselling products in plain view when the customers walk in. Most vape shops accomplish this by using glass cabinets where all the best-selling products are placed in the front rows. This will not only let customers know that you carry their favorite products, but its also helps you find and retrieve products faster. By offering faster service, your customers won’t have to wait and will be more satisfied with their shopping experience.
Practice Online Customer Service
Finally, we also suggest you set up social media to extend the reach of your customer service and provide different mediums to sell products. By creating a Google business page, with your location, phone number, and store hours, customers will quickly find you when searching “vape shop near me”. They can also leave reviews on your store which will make it go up on Google rankings.
On social media sites like Twitter and Instagram, you can announce discounts, sales, and answer any questions from could-be customers that will drive them to your store, further cementing your credibility and reputation through online services.
Conclusion
These are some of the best customer service practices used in the vaping industry that we think every vape shop will benefit from. If we had to pick which one was the most important, having employees who know the products inside and out and who aim to help customers transition to vaping is most crucial. After all, creating customer relationships that lead to repeat business is how a vape shop thrives.
