MJBizMag November-December 2020 - 108

Offering A Seamless
Preorder Experience
Vermontʼs Champlain
Valley Dispensary found
that online preorders
helped boost sales of
some less popular items.
Photo by Keilani Lime
feature on its website, letting shoppers
consult the customer-service team in
real time as they browsed the retailer's
lengthy menu.
" We wanted to make sure there was
somebody they could talk to-or ask
questions, if needed-at all times, at any
hour of the day, " Farris said.
A trained budtender verifies each
order with the customer before it goes
out for delivery. If a shopper's first choice
isn't available, budtenders suggest similar
items to substitute.
Farris said it took a week or two for
Planet 13 to nail down accurate delivery
times at the start of the pandemic. If
deliveries were late, Planet 13 offered
customers a free pack of gummies for
their trouble.
" We always try to take care of people, "
John
Sikes
he said.
While Planet 13's pre-pandemic
clientele was largely tourists, the retailer's
pivot to preordering might have helped
it win the long-term business of locals.
" We grabbed a much larger percentage
of market share among the local
customers because of the services that
we provided, " Farris said.
GOING REMOTE IN VERMONT
At Champlain Valley Dispensary's four
medical marijuana outlets in Vermont, the
proportion of online preorders increased
108 Marijuana Business Magazine | November-December 2020
to roughly 65% from pre-pandemic levels
of about 20%-25%, according to John
Sikes, assistant director of retail operations
at the dispensary.
At this magazine's press time, the
remaining 35% of orders were processed

MJBizMag November-December 2020

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