New Job! Vape Store - advice for customer service?

[meredith2k5]

What do you guys consider good customer service in a vape shop?
Its a slightly more upmarket place stocking the latest mods, tanks, pods, kits, juices and salts. As its a little hidden away and stocking good equipment we rely on regular customers, id like to be able to offer an environment where people want to return and enjoy their visit regardless of purchases. I am going to be there 5 out of 7 days on my own so I will certainly remember faces and they will remember mine

I've been vaping for around 8 years now but am doing my best to catch up with the last 2 years so I know what advice to offer if people have questions, so product knowledge is one im working on!
Advising what juice often comes up, I tend to ask what brands they have used before and what flavours they like, then gauge from there what to recommend.

A major one I struggle with right now is coils, we stock so many and its often very confusing finding the right coil. There are often a couple of options then also with higher or lower ohms (what is the difference with the ohms and what should I be recommending?)

Also for nic salts, I tend to use pod systems at low wattage, im not sure what the official protocol is for what equipment to use with salts, certainly not direct to lung mods!

So any advice would be appreciated, also any articles you want to share that can further my vape knowledge

 

[Deleted member 58360]

I'm going off my own experiences and it's certain that things that suit me don't suit others, so y'know, this "advice" is worth exactly how much it's costing you

What do you guys consider good customer service in a vape shop?

Listen to your customer, and be prepared to step outside the generally accepted norms.

The day I decided to start vaping I went in 3 shops.

The first one was obviously too busy and completely ignored me, I left.

The second wouldn't offer me anything other than a pod, I left.

The third one I was in there maybe nearly an hour discussing stuff (with breaks so they could deal with easy customers) - I left with an aegis legend, batteries, a manta MTL rta, wire, cotton, a selection of juices.....

I did return to the second one a few weeks later, they basically told me off for buying what I did and stated they would have flatly refused to sell that sort of kit to a beginner - I did enjoy their reaction to a "beginner" using a clear wrapped 18650 in a mech just before I left again though - I haven't returned.

product knowledge is one im working on!

Keep working on that, it's key.

Advising what juice often comes up, I tend to ask what brands they have used before and what flavours they like, then gauge from there what to recommend.

The shop above that I bought from had a sample system of a bunch of tanks with single use drip tips - I can understand that would be extra difficult now but it really helped the new me.

Apart from that and/or what you're doing I can't think of an alternative. Again, be prepared to step outside what they've previously used (if anything) and work on it.

A major one I struggle with right now is coils, we stock so many and its often very confusing finding the right coil. There are often a couple of options then also with higher or lower ohms (what is the difference with the ohms and what should I be recommending?)

This is an extension of product knowledge - basically lower resistance (ohms) needs more power and makes more cloud - but that's a huge generalisation and some juices work better at a different power or with a different coil to others...

Also for nic salts, I tend to use pod systems at low wattage, im not sure what the official protocol is for what equipment to use with salts, certainly not direct to lung mods!

That's another generalisation tbh - a salt shot added to a shortfill is essentially the same as a freebase shot, you can use either in your megawatt cloud DTL machine. 20mg salts is like 18mg fb though - you probably don't want to super sub ohm it... My wife has been using salt NIC in her nunchaku tank for ages.

Imo it's great that you're trying to improve your service, keep it up!

Last thing right now - don't be pushy, don't try to upsell everything and don't assume that either one of you is always right

 

[DeeDee aka (Pod Queen)]

Well said @pdg

So firstly where is the shop? What area in the country?

I agree with a lot of what PDG said above.

You have to have a generalised amount of knowledge as what suits one would not suit another. Pdg and I are completely opposite ends of the vaping world, im a Podder predominantly and only really use salts, the thought of a rta, mech mod etc... scared me now let alone then but thats not to say it shouldn't be a option, it depends on the individuals needs and level of confidence.
So finding out what they like and what they want is key, ease of use, high nic throat hit, on the move, likes to tinker etc....so much to think about!

I too high five you for reaching out and trying to improve your knowledge. I like vape shops but also for the social side so a beverage machine would be good too as vapers tend to love a vape and a natter, in my experience anyway.

Good luck!!

 

[Deleted member 58360]

Pdg and I are completely opposite ends of the vaping world, im a Podder predominantly and only really use salts, the thought of a rta, mech mod etc... scared me now let alone then

Not sure how opposite really - I'm still using that boost from your giveaway sometimes

 

[DeeDee aka (Pod Queen)]

Not sure how opposite really - I'm still using that boost from your giveaway sometimes

Haha Are u really? Pleased its still going strong.

Not so opposite after all lovely!

 

[Deleted member 58360]

Haha Are u really? Pleased its still going strong.

Not so opposite after all lovely!

Yep, still working fine (the wife bought one as well but didn't get on with it so I ended up with hers too, honestly can't remember which is which) although I can't bring myself to stay completely on the dark side so I had to get a rebuildable pod too

 

[DeeDee aka (Pod Queen)]

Yep, still working fine (the wife bought one as well but didn't get on with it so I ended up with hers too, honestly can't remember which is which) although I can't bring myself to stay completely on the dark side so I had to get a rebuildable pod too

View attachment 255791

Haha fair enough, they do have their pros and cons

I think its the Blue one that u got from me.

 

[meredith2k5]

@pdg @DeeDee aka (Pod Queen) thanks for your replies guys, lots to think about!
Im using mobile so it's a little more difficult to reply currently

You make some good points, I strive to be like the third shop you visited. I don't particularly like disposables however they are very popular currently so I always do my best to describe and recommend brands etc. I'm also very honest, if I don't like a certain kit because it's overpriced or doesn't work well I'll say so and offer an alternative. I hope this is a good thing but I'll also have to find a balance so I don't end up like your second experience (although your example was very extreme! I don't think I'd go back either )

Apparently they used to do samples but they weren't very popular. I'm 100% with you on this though, it's extremely rare to find somewhere where you can sample and I end up spending far more when I do find somewhere. As you mentioned covid standards will be a problem now though.

@DeeDee aka (Pod Queen) it's on the outskirts of Shrewsbury, Shropshire called (removed) . Our competition is (removed) (another local business, owner is real nice and used to be active in these forums) and (removed) which is central.
I'll work on trying to guage what the customer is looking for in a vape first then, once you can determine that it's far easier to offer advice and recommendations!
I'll experiment with questions to see what works as most people don't know themselves what they want, which is true for sales in general It's our job to determine and try and fill that need.

I have a boost myself, just need a new pod for it. Cracking bit of kit, not sure why it's buried away currently. I've heard there is a rebuildable version of it possibly?

 

[Deleted member 58360]

Im using mobile so it's a little more difficult to reply currently

I'm using my mobile too - I can't recall ever visiting the site on a computer...

I don't particularly like disposables however they are very popular currently so I always do my best to describe and recommend brands etc

Personal opinion - do everything sensible to steer people away from them.

Figure out the cost of using them, I think you'll be surprised at how expensive they work out.

I have a boost myself, just need a new pod for it. Cracking bit of kit, not sure why it's buried away currently. I've heard there is a rebuildable version of it possibly?

Indeed there is a rebuildable:

There's also a 510 adaptor plate, but I can't see the point of that for me when I have 8+ proper mods to choose from...

 

[meredith2k5]

I'm using my mobile too - I can't recall ever visiting the site on a computer...



Personal opinion - do everything sensible to steer people away from them.

Figure out the cost of using them, I think you'll be surprised at how expensive they work out.



Indeed there is a rebuildable:

View attachment 255804

There's also a 510 adaptor plate, but I can't see the point of that for me when I have 8+ proper mods to choose from...

Im 100% with you on your opinon on the disposables, but as you mentioned with the second shop you visited, I don't want to completely refuse to sell them if a customer enquires. I usually say something along the lines of "yes we have a range, but we also have some great pod systems or all in one starter kits that will be far better in the long run if your interested" and gauge it from there.

That rebuildable deck looks amazing! Ill keep an eye out for it