Marijuana is legal in the state where I live. I don’t personally smoke, but have zero problem with anyone who does. Recently, someone close to me underwent surgery and preferred to use weed over narcotics to manage pain (a sensible approach, in my opinion), so I went to our local dispensary to pick some up for them.
Something I noticed right away: The customer service was amazing. Not just competent, but incredibly cheerful, friendly, and above-and-beyond helpful. It was one of the best customer service experiences I could remember in recent years.
It was so good that it got me thinking about why, and the answer didn’t take long to realize. Dispensaries are on shaky ground. You have to do a lot of work to get local towns to be okay with a store selling what was, until pretty recently, an illegal substance. Lots of folks still don’t like it, and many a town planning meeting has been beset by people protesting such places coming into their neighborhoods.
As a result, those places need to be liked. They need to be safe, clean, friendly – all at levels well above and beyond any normal convenience store or other business. Not only might they lose customers if not, but they’re never far away from the wrong complaint getting their whole business thrown out of town.
This makes them very, very polite.
Compare this to an organization that has almost zero chance of losing your business. Think of a large, entrenched business with limited competition or, even worse, your local government. How polite are they? How helpful? Do you walk out of there feeling like a million bucks?
The lesson: Everyone behaves better when behaving poorly has a potential cost. You lose the service mindset when you don’t have to earn anyone’s business.