MJBizMagazine September 2021 - 66

BestPracticesInRetail | Solomon Israel
Delivering Customer Satisfaction
Insurance, employee safety and fleet management are all concerns
when launching a cannabis delivery service
Direct-to-consumer cannabis
delivery isn't permitted in all
jurisdictions, but retailers that can
deliver have the opportunity to grow
their revenue by meeting customers
where they are-at home. Cannabis
delivery veterans recommend:
* Considering the benefits and
drawbacks of outsourcing
delivery to a third-party service
versus building your own delivery
infrastructure.
* Hiring reliable drivers with solid
customer-service skills and taking
extra care to keep those drivers
safe as they work.
A driver with Nevada-based Blackbird delivers cannabis to a consumer. Courtesy Photo
T
he coronavirus pandemic
popularized direct-to-consumer
cannabis delivery, but marijuana
operators believe the practice is here
to stay.
" People just don't want to have
to leave their houses for anything
these days, " said Monica Gray, chief
operating officer of delivery-only
cannabis retailer Nice Guys Delivery in
San Rafael, California.
For marijuana retailers in
jurisdictions that permit delivery, a
well-designed delivery service will be
a critical way to capture market share
and serve customers.
Outsourcing Versus Building
Creating a successful delivery service
can be a major undertaking. Where
regulations allow, some smaller
dispensaries prefer to outsource
delivery to third-party operators, such
66 MJBizMagazine | September 2021
as Nevada-based Blackbird, which
does deliveries for dispensaries in
Reno and Las Vegas.
" We just take the headache away, "
said Drea Ballard, Blackbird's regional
operations director for Nevada. " All
you're concerned about is filling the
product as you would any retail sale in
the store. "
* Exploring revenue options beyond
delivery fees, such as minimumorder
requirements.
Monica Gray
* Choosing delivery vehicles carefully,
with the knowledge that insurance
costs will likely be high.
* Considering back-end software to
help manage delivery orders and
logistics.
Meanwhile, some larger dispensaries
see value in controlling the delivery
experience from end-to-end.
Las Vegas-based Planet 13 Holdings
moved away from third-party delivery
services and built an in-house delivery
system before the coronavirus
pandemic hit, Vice President of
Marketing David Farris said.
" The way that you offer exceptional
service is to control it yourself, " he
said. " We were (tired of) apologizing
for mistakes that weren't our fault
or delays that we didn't have control
over. "

MJBizMagazine September 2021

Table of Contents for the Digital Edition of MJBizMagazine September 2021

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