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Marketing Your Cannabis Product, Creatively

Marketing Your Cannabis Product, Creatively

When it comes to marketing your cannabis product, many companies automatically steer towards the things they consider simple and free, like building a social media page or sending out a text message.  As you’re growing your business, if your budget is small, these strategies may make sense, especially if you are newer to the market.  Thinking outside the box not only helps to make your marketing dollars stretch further, it also helps to make your product stand out among the sea of your competitors.

As you begin marketing your cannabis product, it’s important to first decide what your mission and values are,  along with what your voice will be.  Do you want to be perceived as the cannabis or CBD product that is fun-loving and adventurous?  Do you want your CBD brand to align with Women’s Health?  Do you want your products to be adopted by medical dispensaries or recreational dispensaries?  Deciding these important items BEFORE you start marketing your cannabis or CBD product will help to steer you in the right direction to get the clients that you want, as well as keep you on track as you grow.

BRANDING

Branding is paramount when it comes to thinking outside the box and making your cannabis product stand out.  Colors, fonts, taglines, and your logo should all coincide and clearly represent your brand and the message you want to convey.  Working with a graphic designer or branding experts like the team at Cannabis Marketing, Inc. will help you to create a branding kit that includes all the guidelines you need so that every piece of marketing material has the same look and feel.  From social media to your website to print and promotional handouts, branding is everything.  How do you want your cannabis or CBD brand to be perceived, and who is your target audience?

SOCIAL MEDIA

Simply creating a Facebook page is no longer enough to create a brand presence for your cannabis or CBD product; you want to build profiles on every available social media platform that fits your demographic.  Platforms like LinkedIn, Pinterest, and Instagram TV are platforms that are often overlooked by cannabis brands, but when posted on consistently and thoughtfully, they can create a loyal and engaged audience.  It is more important to post quality content than to post too much content, and each social media platform has its own community guidelines and best practices to follow.  Facebook is constantly updating its algorithms, so it can be nearly impossible to run your business, create quality social media posts, and maintain your reach effectively.  Cannabis Marketing, Inc. has a team of social media experts who continually keep up on the latest social media changes and updates so that our clients get the best reach for the lowest cost.  Social Media Advertising is another area that we excel in, and where you may be frustrated in finding that your pages are taken down and your social media ads account is suspended, we have had past success in appealing these and flying “under the radar” to keep your product’s presence as compliant as possible.

VIDEO

A marketing medium that helps to truly set your cannabis or CBD product apart is video.  Video sounds scary, but it doesn’t have to be!  Recording a video can be as simple as whipping out your phone and recording a Live video for your Facebook page or Instagram Stories.  Videos, even when uncurated and “raw”, give your followers a peek into your culture and help to forge a personal connection.  Customers want to do business with those that they feel they know, like, and trust; and seeing you and your product in video can help to forge that relationship while keeping existing relationships strong.  Maybe you’re doing a live video while enjoying your product in nature, or maybe you’d like to highlight a dispensary that you’re visiting for a pop-up event.  Whatever opportunities you have to record Live video are additional ways that you can provide an inside look into why people should purchase your product.

CONCLUSION

In summary, thinking outside the box while marketing your cannabis or CBD product will help you to grow your brand and gain additional clients in a fun and creative way.  Thinking creatively and maintaining a consistent presence across all your marketing strategies keeps costs low, engagement high, and encourages more sales.  The more you can start the conversation about your product within this industry, the better, and the experienced team at Cannabis Marketing, Inc. is here to help.  We are a full-service cannabis marketing agency that has all the tools for every budget and need.  Call us today for your free consultation!  719-219-3575.

Marketing CBD to Your Older Demographic

Marketing CBD to Your Older Demographic

On our January podcast, we talked about the booming industry of CBD and how you can effectively market to your older demographic.  CBD may seem like a no-brainer way to get into the cannabis industry, especially with the recent legalization of hemp, but many business owners and resellers are finding it difficult to explain to their older customers how CBD and THC differ.  There is still a lot of confusion as to what CBD is and what it can do.  There are ways to help educate your customers about your CBD brand while making your website stand out, though!  Cannabis Marketing, Inc. is the expert in getting your voice heard while creating outside-the-box strategies that will help your business grow.

Advances in the CBD Marketplace

CBD, or Cannabidiol, is a compound from the cannabis plant that has none of the psychoactive elements you may think of when you think about cannabis.  CBD has become popular in recent years because of its claims to help relieve anxiety, inflammation, spasms, seizures, and pain, even though none of these have been verified by the Food and Drug Administration.  Because of the FDA’s stance on CBD, not enough tests have been done to verify exactly what CBD does or does not do; or how it can potentially help chronic pain, among other ailments.  In December 2018, even after the Farm Bill was passed to legalize hemp, the FDA started cracking down even harder on companies selling CBD, sending letters and warnings to those who tout the health benefits of CBD.  According to the FDA, “three ingredients derived from hemp – hulled hemp seeds, hemp seed protein and hemp seed oil – are safe as foods and won’t require additional approvals, as long as marketers do not make claims that they treat disease.”  This poses a huge roadblock for education about CBD, as studies are few, and any claims as to the benefits of CBD, can be flagged as non-compliant.

Compliance

So, how does one stay compliant in the eyes of the FDA while educating consumers about the benefits of CBD?  The short answer is: Don’t say anything that could be construed as advice about health.  This may sound like the opposite of what you’re supposed to do when marketing a new and exciting product, but until the FDA accepts CBD as a health supplement and products gain approval, every time you post about the “benefits” of CBD, you are putting your entire company at risk.  This includes information on your website, social media profiles, newsletters, and print materials.  Without FDA approval for your CBD product, it is against the law to make health claims.  Think of any supplements you purchase at a health food store.  They typically have some sort of disclosure, “These statements have not been evaluated by the FDA and are not intended to treat, cure, or prevent any disease.”

Even without FDA approval, CBD sales in the United States last year were over $350 million, and projections indicate we’ll be seeing over $1 billion in CBD sales by 2020.  With continued projected growth in this industry, it’s important to set your brand above the competition.  So how can you educate consumers about why your product or website is the best, without making health claims?

Baby Boomers are curious about CBD and its potential benefits, but without science to back up claims and with SO MANY products to choose from, it’s no wonder there is confusion instead of acceptance.  This demographic grew up in the “Reefer Madness” landscape; heck, they created it.  Cannabis of any form was evil, would make men violent and women promiscuous, and all that nonsense.  As times have changed and research has moved ever-so-slowly forward, studies have found that CBD may provide certain health benefits without any of the “high” feeling, although there is still more research needed.  The psychoactive feelings associated with cannabis are a turn-off for many, so CBD presents an alternative to those who are willing to experiment with something that is not FDA-approved.  Your older demographic may be experiencing undesirable side effects from prescription pills, but are also wary of substituting their doctor-prescribed medication with anything different.

The best way to remain compliant while helping your older demographic learn about your brand or products is to create content that is educational without making health statements.  Some examples would be to write a blog about the amount of CBD your products contain per milliliter, create an infographic about how CBD differs from cannabis and THC, or record a video about how to use your product for the maximum effectiveness.  The key is differentiating your company while educating about proper use.  Our team at Cannabis Marketing, Inc. is experienced in marketing CBD with compliance initiatives that will keep your company or brand in-line while reaching your target demographic!

In short, the CBD industry is an exciting one, and we want to help the right company become THE name in the game.  How could your CBD company benefit from a strategic marketing plan while ensuring compliance?

How Your CannaBusiness Can Get Involved This Holiday Season

How Your CannaBusiness Can Get Involved This Holiday Season

‘Tis the season to boost specials, be merry, and give back.  But when you’re in the cannabis business, giving back to your community and the causes that you care about can become a bit of a chore instead of a reason to celebrate.  Since cannabis is still considered a Schedule 1 drug federally, most non-profits cannot or will not accept donations of any kind from a cannabis company.  Seems silly, right?  The good news is, there are ways your cannabis company can get involved this holiday season with a little creativity and gumption.

When organizing about a community charity event, it’s important to first think about what you feel passionate about.  Do the issues of homelessness, hunger, LGBTQ rights, or domestic violence tug at your heartstrings?  Does your local community have a need for assistance in these areas?  Think about what issues speak to you and your culture, and choosing a cause that speaks to you will come easy.  Hosting a charity event isn’t only about generating positive publicity for your cannabis brand, it is a way to positively impact your community and the people who support your business.

Cannabis Marketing, Inc. has successfully worked with cannabis, CBD, and hemp companies to help them positively impact their community.  From gathering hundreds of pounds of food for local food banks, to gathering local donations of coats and clothes for the city’s homeless and less fortunate, we work with you to ensure your efforts are worthwhile and your community reaps the benefits.  Giving back is more than getting recognition for your philanthropic efforts; it also helps de-stigmatize the negativity that surrounds our industry.  It only takes one brand to make a difference!

Why Work With An Agency for A Community Charity Event?

You are busy, as all business owners are.  Between managing your grow, inspecting product quality, and managing employees, your days are already more than hectic.  Working with an agency to vet quality non-profits, organize the details of your event, and help promote your brand, keeps your focus on managing your business.  We take the legwork and stress out of your daily life and promote your event using every possible avenue to get positive exposure while encouraging community participation.  Our creative team pushes your event through blogs, social media, and even radio to get the word out and increase participation.  Your cannabis, hemp, or CBD brand should be recognized for your efforts, and we have the connections to help you maximize your efforts.  After all, a campaign executed poorly won’t help you, your business, or the cause you care so much about.  So why not invest a little bit of money to get the most for your philanthropic efforts?  You get back what you put in, and we are just as passionate and driven about your cause as you are.

What Kinds of Events Can My Cannabis Company Sponsor?

If you haven’t already, check out our Podcast and Live videos on Facebook, Anchor, Apple Podcasts, and YouTube.  We share marketing tips specifically pertaining to the cannabis industry, and in our most recent podcast, How Your Cannabusiness Can Get Involved This Holiday Season, we discuss how you can get positively involved in your community this holiday season.  You can support us by clicking this link and pledging as little as a few dollars each month to continue to benefit from our cannabis marketing expertise!

The types of events your cannabis, hemp, or CBD company can sponsor are varied, and it really takes a little digging to find those non-profits who will accept donations, either in cash or kind.  In recent years, we have successfully run local campaigns for charities such as the Southern Colorado Care & Share and West Side Cares.  Donating food, clothes, and other items give your company the opportunity to make a true difference in people’s lives.  Let us help you find a cause you care about!

Here are some other charities and causes we would love to work with your brand to promote:

  • Breast Cancer Awareness
  • Homelessness
  • LGBTQ Support
  • Food Banks
  • Domestic Violence
  • Scholarship and Financial Aid
  • Crisis Services
  • Arts & Culture

There is a prime opportunity for your brand to set yourself apart.  Creating a community event, or partnering with an event that is already established, only gives you the opportunity to increase your brand recognition while making a true difference.  There are many non-profits who will say no, but the only thing you need is for one to say “Yes!” to help grow your brand exposure, help your local community, and help to destigmatize the cannabis culture.  Change happens with one person taking a stand and connecting with others.  Wouldn’t you like to be the brand that is creating change in our industry?

How is Cannabis Marketing, Inc. different from other Marketing Agencies?

The cannabis industry is exciting, and there are a lot of companies out there who claim they have the experience and expertise to take you to the next level.  Only Cannabis Marketing, Inc. has the years of experience in all areas of marketing to help your cannabis, hemp, or CBD brand rise above your competition.  We get to know you and your brand values to ensure any advertising we place on your behalf reflects your values and gets the results you deserve.

All in all, giving back to your community and supporting a cause you care about is invaluable.  Let us help you to make the most of your efforts while effecting the most change in your desired cause.  The cannabis industry needs business owners like you.  Create change today!

Social Media Case Study

Social Media Case Study

Your cannabis, hemp, or CBD business is doing well, but you know that there is more of the market that you haven’t yet tapped.  You have worked hard to get your business off the ground, and you know that spending money to move to the next level is necessary, but it’s also scary.  Marketing companies are everywhere, and when you’re trying to get the word out about your cannabis business, it may seem like they are a dime a dozen.  You probably get contacted weekly (or even daily) from marketing companies that you’ve never heard of, promising this result or that, but how do you know that what they claim is truth?

Analytics don’t lie, and Cannabis Marketing, Inc. is serious about providing results.  That’s why we benchmark where our clients start out when they come aboard, and provide monthly and year-over-year analytics to show where their marketing dollars are having the most impact.  Instead of sending reports over that you have to decipher on your own, we sit down with you and your management team to review every piece of your analytic summary.  From SEO to social media to print, we work with you to employ strategies that ensure accurate tracking so we can prove results.  Our strategy includes all the modes that are compliant for advertising cannabis, hemp, and CBD, which may also include radio (and soon television) for your business.  A cohesive marketing strategy that includes all modes of advertising helps us to stretch your valuable marketing dollars further, while promoting your brand in a way that increases growth and return on investment (ROI).

Our case study for social media shows how we were able to expansively grow a cannabis brand over the course of one year.  This brand already had a social media presence, but by thinking outside the box, using tried-and-true social media techniques, creating stunning content, and interacting with their followers, we were able to increase their social media followers and engagement extensively.

Facebook followers increased 102%.

Their YouTube channel followers increased 2111% (not a typo).

Instagram experienced a 68% increase, even after removing many of their original followers who were underage.

MassRoots, a cannabis-friendly platform, saw a 35% increase in followers.

Social media helps to create and improve brand awareness, and the team at CMI focuses on increasing followers and engagement to reach the most organic audience possible.  Social media tells a story to create loyal followers and brand advocates, increases customer service access and satisfaction, and over time, will lead to increased sales.  As a bottom-of-the-funnel sales technique, social media success does not happen overnight.  Amazing content, daily touches, human-to-human interaction, and staying on top of the constantly-shifting algorithms are things that the team at Cannabis Marketing, Inc. take care of for you over the long term so you can continue to run your business.  Social media is a living, breathing marketing animal that must be nourished with consistency, passion, and knowledge of what is “allowed” per each platform’s terms.  The cannabis, hemp, and CBD industry is changing daily, and our team works tirelessly with the best modalities of marketing to create success for your brand.  If you’re frustrated by social media, and ready to take the next step in marketing your cannabis, hemp, or CBD brand, give us a call for a free consultation!

 

4 Ways to Combat Bad Press

4 Ways to Combat Bad Press

When it comes to cannabis, there is a fair amount of bad press out there.  As a highly-stigmatized industry, it seems that everyone and their mother has an opinion on the legalities of marijuana and how people should be allowed to consume, or if they should be able to consume at all.  Supporters of marijuana are hyper-aware of the wonderful qualities of this plant, both medicinal and recreational.  But if you’re on the other side of the fence, how would you be able to feel the sense of community that exists?  How do those who have never consumed cannabis become supporters of your brand?  Can we help turn naysayers into moderate supporters by our own actions?

I was reading an article this morning (check it out here) about the aftermath of the Denver 4/20 celebration in 2017.  Organizers have received a 3-year ban due to noise complaints, untimely trash removal, limited security, street closures, and unlicensed food vendors.  Although the attorney for the rally is working on appealing the ban, this event’s aftermath results in more bad press for our industry.  There are always rowdy fans at events, whether it’s concerts or sporting events or political rallies.  So why does the cannabis industry seem like an easier target than most?

In looking over the history of cannabis and how people have used this plant for thousands of years, it seems the first time it became illegal was after it was introduced in the United States, around 100 years ago.  The Marihuana Tax Act was a federal law that banned marijuana use and sales in 1937.  Since then, government agencies have worked hard to limit and criminalize the consumption and distribution of marijuana.  This doesn’t make for good PR, even with the recent leaps and bounds in the opposite direction.  With as much history as we have in treating marijuana as a criminal drug, people hold views that are not easily swayed.  We have been told for years that marijuana is a gateway drug, that it will land you in jail, that only people with no drive or ambition partake.  We in the industry know that of course this is nonsense.  But then events like the Denver 4/20 rally come along, and bad press prevails.  There are the tiniest positive blurbs online about how some of the rally’s’ proceeds went to feed the homeless, or how the park was cleaned after the event to be even cleaner than before, or how the rally is an exercise in free and peaceful speech.  In order to change the norm and destigmatize cannabis, we need these types of events to continue, while finding creative ways to combat the bad press that always seems to follow.

As a dispensary owner, you may think that you don’t have the time or the resources to make a difference in the eyes of others.  You may have enough customers and enough support to not really care about if one rally goes awry.  But the fact is that all of us collectively represent the cannabis community.  And it is easier than you’d think to make a positive impact for both your brand, and for the movement.  Here are just a few ways…

Get involved in your community!  Summertime is a prime opportunity to get outside and do some good.  Search the interwebs for volunteer events in your area, and recruit your team to participate.  Take pictures, share your experience on social media and your website, and treat it as not only a way to give back to the community you serve, but also a valuable team-building event.  The point is not to flaunt that you volunteer within the community; it’s to make your brand known and seen to those who live in your community.  Choose a different activity every quarter, and put some great press out there for your dispensary.

Donate!  We are all passionate about something that has nothing to do with money or sales or success.  What touches your heart?  What is your team passionate about?  Choose a charity to support and pledge to donate a portion of your sales to that cause.  Ask your customers to help you reach your monetary goal, and post on social media often to keep people engaged and excited about the cause.  Supporting a charity outside of your business is a great way to foster goodwill and create a more positive brand image for your business, and the cannabis industry in general.  Plus, it feels good!

Throw a party!  By throwing a shindig and inviting your customers and their families, you are opening the door to your inside world.  Of course, your budtenders are friendly and your customers are treated well.  But what else keeps them coming back?  Pricing and atmosphere alone may not keep them interested forever.  Organizing something as simple as a barbecue allows you to interact with your clients outside of the sales transaction, which is invaluable.  People support brands that they feel a connection with, and a fun human interaction goes farther than a coupon ever will.  Create a real bond with your clients, and have fun at the same time!

Educate!  People have a tendency to fear or reject what they don’t know.  Cannabis can be scary if all someone hears about is negative.  So be there for your clients.  Educate them about how to consume safely, what to expect, and rules people need to follow to consume responsibly and within the law.  Create informational videos for your clients to learn on their own.  Answer questions on social media, and start a blog to spread the wealth of knowledge you and your staff possess.  Education creates understanding and appreciation for the brand and the product.

Can you imagine if every dispensary actively supported their community, and took some steps to be seen in the mainstream as a positive influence?  How would the views of cannabis change?

When you’re ready to start your own campaign in your community, we can help!  Our team is passionate about the cannabis community, and we are ready to help you make change.  Grow with us!

Hashtag Strategy for Canna Marketing

Hashtag Strategy for Canna Marketing

Social media marketing should be a social experience.  It’s a great opportunity to grow your brand, get your product noticed, and connect with your loyal fan base.  Content is King, and utilizing popular and relevant hashtags can help every post you publish reach an even bigger audience.  Hashtags are those pound (#) symbols listed in or after social media posts.  Some find them annoying, I find them useful and fun!

A little history about the hashtag:

  • Hashtags first became popular on Twitter, although they are used on many social media platforms today.
  • Chris Messina is credited with the idea for using hashtags to group people together in 2007.
  • You may also hear hashtags being called metadata tags.
  • Hashtags can be used to expand your content reach, as well as group like-minded fans together.
  • Hashtags help you target your intended market.
  • Your content can be found more easily by using branded hashtags.
  • Hashtags can help improve SEO while building your cannabis brand.

You can develop a hashtag strategy a few different ways:

Brand and Campaign Specific

Brand and Campaign Specific hashtags are those that you would use to establish and differentiate your brand or specific campaign that you might be running.  Hashtags that you create for your own business could be your company name, your company tagline, an event name, or even a response hashtag.  It’s a good idea to search Google first to ensure that your company hashtag is unique to your business or campaign; this ensures all your hash tagged posts are being grouped appropriately.  It would defeat the purpose to utilize a hashtag that directs fans to another company or direction, so a little bit of research goes a long way.  Keep your hashtags short, about 2-3 words, and remember that it’s not necessary to use a lot of different hashtags in every post.  Again, content is everything, and it’s always better to have one engaging hashtag that people will use, as opposed to eight hashtags that no one will care about.

Hashtags help to connect a group of people who share similar ideas and feelings.  This allows you to correspond directly with people you’d like to chat with, while connecting others with similar likes.  If you’re responding to people using a specific hashtag, it can expand your reach even further.

Trending Topics

Trending topics are a surefire way to get more traction on hashtags that you use for your cannabis brand.  You can find trending topics by searching Google or Twitter for something as simple as your desired keyword with the “#” symbol to find popular topics that people are already talking about.  It’s important to remember that trending hashtags change often, so checking trends on a regular basis is necessary.  While using trending hashtags, only use those that relate to your brand and/or your content.  Spamming hashtags to try and gain a larger audience is frowned upon.  You can also use Hashtags.org (free), or Trendsmap.com (monthly charge) for more drilled-down research and utilization.

Content Specific

Content hashtags simply relate to each post’s content, and can help improve the Search Engine Optimization (SEO) of your posts.  Content hashtags help you to find updates seen by people searching for your hashtag.  These might relate to your product, the cannabis lifestyle, an upcoming event, or your specific location.  By engaging with people who are using similar hashtags (meaning liking, retweeting, and commenting), you can create Human-2-Human interaction and help strengthen your content hashtags.

The background piece of using hashtags effectively is to look at which posts and which hashtags are performing well on your pages.  One hashtag will not work for every dispensary or cannabis product, and you may see different engagement with your hashtags on different posts.  Using various campaigns and hashtags, then analyzing the results of each, will help you to determine which hashtags are worth repeating.

Send us your feedback and success stories on your social media platform of choice using #HappyHashtagging!

5 Ways to Improve Your Customer Experience Using Social Media

5 Ways to Improve Your Customer Experience Using Social Media

“The customer’s perception is your reality.” (Kate Zabriskie)

“Your most unhappy customers are your greatest source of learning.” (Bill Gates)

“Kindness and courtesy are at the root of a positive customer service experience.” (Shep Hyken)

These three quotes simply scratch the surface of what customer service means to the success of any business.  Customers drive everything, from reviews to social proof to sales to success.  And while it would be utterly fantastic to have only 5-star reviews, and only happy customers, that is not always the reality.  This is why any business owner works hard to make sure every customer is happy, every time.

Think about the avenues in which you allow your customers to communicate with you when they have an issue.  Do they speak to the budtender and hope that there is a manager available?  Do they call or email your dispensary incessantly until they get in touch with you?  Do they write reviews on Google and Yelp that slam your business to the world?  Some of these avenues don’t give you the chance to address your customer’s problem in a manner that reflects your customer service style, which is where social media can come into play.

Using social media as an additional outlet for any unhappy client may seem counter-intuitive…Why would you want to provide yet another avenue for unhappy customers to voice their opinions?  There are several reasons that we will quickly cover: First, in our digital age, people have come to expect immediacy.  Social media is quickly becoming the ideal platform to voice concerns, post reviews, and have interactions with businesses both near and far.  Second, Millennials, (the largest demographic of consumers), don’t want to call and talk to you, sad as that may seem.  Millennials want to send you a note or an email and be answered quickly.  Third, by answering a client’s concerns for all to see on social media, you have the golden opportunity to showcase your customer service skills while turning unhappy customers into loyal advocates for your cannabis brand.

People do business with those they know, like, and trust.  Providing customer service on social media creates the impression that you are on standby; ready and willing to take on your customer’s concerns and make the situation better.  You can show that you are willing to go above and beyond, that you are human and sometimes make mistakes, and that you are there for your customers even after the sale has completed.  Even if your disgruntled client doesn’t notice, everyone else who visits your site will see the interaction.  It’s a prime opportunity to gain new clients by showing that you are someone worth doing business with!

Here are 5 tips so that you can effectively manage customer service via social media:

  1. Create a Twitter account specifically for customer service. If a customer reaches out for assistance on your main Twitter profile, respond and let them know your customer service department (@YourCustomerServiceTwitterHandle) will contact them.  Then, your customer service Twitter department can message the customer directly to help resolve any issue or answer questions.  This helps your timeline stay on focus (the focus being how great your cannabis brand is), and shows others that you are willing and ready to help.
  2. Reply to all reviews, both good and bad. Responding to good reviews is easy, so don’t ignore your 5-star brand ambassadors!  You want your happy customers to see that you appreciate their time and business, especially when they have taken the time to point out how great your product is.  On the other hand, negative reviews give you the opportunity to chat directly with a customer, apologize, and show them (and everyone else) that you are willing to help.  Bad reviews are my favorite, because they give you an inside peek into how your cannabis business may be able to improve.  A poor experience may be something you had simply overlooked, or an area where you can further train your staff.  Negative reviews also give you a chance to highlight the things that you are doing right.  Apologizing for the situation while adding in what you do well doesn’t negate the complaint, but helps other potential clients to see something more positive about your brand.
  3. Be as responsive as possible. Imagine starting a conversation with someone and they don’t answer until 24 hours later.  Annoying, right?  Make answering customer service concerns your top priority (or delegate the task to someone who will).  This shows again that you care and that you will go the extra mile.  Both huge bonuses in the eyes of your customers!
  4. Be friendly and courteous. The worst thing you can do while working with an unhappy customer is to get defensive.  Staying calm when you’ve poured your heart, soul, and energy into your cannabis brand is truly difficult when someone bashes it.  It may feel like a personal attack, but rest assured, it’s not.  The best thing to do is to take a breath, remain calm, respond politely, and remember that although your business is your livelihood, bad reviews sometimes happen. Your job is to make as many customers as possible happy; while trying to fix any issues that may arise.
  5. Include a greeting with the person’s name when possible. This helps to create that Human-2-Human interaction that your customers are looking for.  The name is also useful if there is ever a dispute in the future as to who you were conversing with.  #CYA

We hope these tips help you to thrive in the customer-service world of social media.  You can create a truly unique experience for your cannabis clients, while forming bonds with your fans that won’t be broken.