Patient Education ► by David Craig , contributing writer
WORKING TOWARDS A BETTER DISPENSARY EXPERIENCE
Hospitality is an art form that paints in the medium of relationships . However , it is also a science where a steady stream of feedback is used to inspire this art to more closely serve the customer ’ s needs . From The Earth has worked to dial in both functions to give Missouri ’ s patients a positive experience we hope makes them want to come back again while also meeting each of their individual medical needs . Our approach stems from five key features .
The Greeting : The greeting doesn ’ t start with the initial person-to-person interaction . It starts the moment the patient comes within view of the dispensary . Both interior and exterior must be clean , organized with intention , and professional in appearance . To imbue these welcoming vibes and the From the Earth spirit , we incorporate natural lighting , plenty of real plants , and natural moss walls to provide a calming energy the moment anyone enters the space .
This energy carries through to the reception area , the receptionist ’ s welcome , and culminates with the introduction of our skilled budtenders . This introduction is to be disarming , and for first-time patients , inspire confidence in what may be an otherwise intimidating first cannabis experience .
The Focus : This is where we listen to determine the patient ’ s needs . For patients , the conversation needs to resemble a casual conversation in a social setting , while for budtenders , it ’ s an informal interview . None of this works if the budtender isn ’ t giving the patient their undivided attention and if they don ’ t have an expert level knowledge of what their store carries and those products ’ uses . During this period , we want the patient to become comfortable with our team and be open about how we can help them . This process works to remove stigmas about the cannabis experience and legitimizes to the patient that they ’ re in the right place .
28 December 2021
The Presentation : After absorbing the patient ’ s needs , the budtender is now trained to present the conclusion of their research . For this purpose , From The Earth has utilized multiple visible aids around the sales floor to act as learning tools for budtenders to discuss treatment with the patients . We work to meet the patient halfway in their journey towards more effective treatment . For instance , what are terpenes ? What do they do and how do combinations of them cause which effects ? How does the endocannabinoid system work ? By taking the time to familiarize them with general scientific terms about how and why specific compounds may work in their bodies , we aim to reach a higher level of understanding .
In doing so , patients can see why we are recommending a particular product . We give them the tools to determine which products in the future may best suit their unique needs . We believe teaching patients how to make more refined decisions generates curiosity about cannabis otherwise absent in a simple give-or-take exchange , and we pride ourselves in these one-on-one dialogues . With the frequency and options patients have in Missouri , these educational conversations are key to creating lasting relationships with our patients based on trust and friendship .
The Decision : Once the budtender feels the patient has been given enough information and this information has been absorbed and used to narrow down a list of products , the patient chooses from our extensive product offering . Once the choice has been made , our team will walk them through usages , dosage , and techniques , then help the patient determine if they are fully equipped with the right tools to get the most out of their medicine . We want patients to leave confident they ’ ve received the right medicine and comfortable in medicating once they ’ re in their private residence .
The Feedback : Individual patient feedback is taken into consideration to improve all patients ’ experiences . We do this using multiple streams of customer-generated feedback . This information allows us to see which of our staff are performing the full functions of their duties . This is supplemented by regular training , continuing education on all aspects of cannabis , including courses on new products and discussions of cutting-edge cannabis science , and weekly meetings with senior management to dive into the nuts and bolts of what it takes to meet our standards of a high-level experience . Responses on how patients feel about our offering are used to cycle in different types of products . Equipped with this information , we work to refine and perfect . In all , this process is an evolution towards a more perfect dispensary experience .
If you haven ’ t had a chance to visit one of our five locations , we hope we have an opportunity to serve you soon in Kansas City , Independence , and Raytown . Visit our website at FromTheEarthMO . com to view our live inventory and be sure to enroll in our rewards program for weekly specials . Stay informed by following us on Instagram and Facebook @ FromTheEarthMO .
David Craig is the VP of Marketing for Illicit and Cosmic Seed .