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Building Customer Loyalty in Your Smoke Shop
Repeat customers are worth 10x a one-time sale. Here's how to keep them coming back.
Loyalty That Lasts
Acquiring a new customer costs 5-7x more than retaining an existing one. Here's how to build a loyal customer base.
The Foundation: Product Quality
Nothing beats quality. Customers will drive past three competitors to get to the shop with the best product. Never compromise on quality to save a few points of margin.Know Your Regulars
- Remember their names and preferences
- Set aside new arrivals you know they'll like
- Text them when their favorite strain is back in stock
Loyalty Programs
Simple is best:- Punch card (buy 10, get 1 free)
- Points system (1 point per dollar)
- VIP tiers with increasing benefits
- Birthday discounts
The Experience
- Keep the shop clean and well-organized
- Play good music
- Make it a place people want to hang out
- Offer product knowledge, not just a transaction
Digital Presence
- Respond to Google reviews (good and bad)
- Post consistently on social media
- Build an email/text list for new arrivals and promotions
Staff Matters
Your team is the face of your brand. Invest in:- Product knowledge training
- Customer service skills
- Competitive pay (good people leave bad-paying jobs)