Purpose: Ensure every customer can reliably receive dispensary text messages while keeping checkout fast and staff focused on sales.

Outcome:

• Higher SMS deliverability
• Increased repeat visits and spend
• Faster checkout
• Reduced front-of-house support issues

Roles & Responsibilities

• Budtenders: Confirm the customer receives the first text message
• POS: Uses phone number as the customer identifier
• Marketing Platform: Manages texting, rewards, compliance, and chat
• AI / Managers: Handle customer questions and account issues

What Happens at Checkout (Required)

• Budtender asks for the customer’s phone number during checkout
• Budtender searches the phone number in the POS
• If no record exists, budtender creates a new customer using only the phone number
• A confirmation text message is automatically sent
• Budtender asks the customer to confirm receipt of the text before completing the sale
• If needed, budtender helps the customer locate the message, including spam folders
• Budtender suggests saving the number as a contact

This step is mandatory. If the customer leaves without seeing the message, future texts may not be delivered.

What Does NOT Happen at Checkout

• No collecting names, emails, or demographics
• No setting notification preferences
• No rewards explanations or troubleshooting
• No account management conversations

The register is for transactions only. All account management happens digitally.

What Happens After Checkout

• Customers manage their profile through the rewards app or website
• Name, email, and preferences are updated by the customer, not staff
• Rewards balance and activity are visible digitally
• Support begins via in-app or web chat
• AI handles common questions
• Managers step in only when needed

This removes friction from the sales floor while improving customer experience.

Texting & Rewards Policy

• SMS registration is required to participate in rewards
• Text messages are the primary communication channel
• Push notifications support rewards but do not replace SMS
• Email is reserved for newsletters and long-form communication

Messaging Cadence Guidelines

• Routine messaging: 2–3 value-driven texts per week
• Flash sales: No more than 1 per week
• Transactional messages: Sent after every purchase
• Every message must provide clear customer value

Value can include savings, rewards points, exclusive access, or convenience.

Platform Requirements

• Integrated SMS and rewards system
• Customer rewards mobile app
• Customer rewards website
• Two-way SMS with AI-backed chat
• Ecommerce tied to the customer phone number

Success Criteria

• Customers recognize and trust the dispensary number
• High SMS deliverability
• Increased repeat visit frequency
• Reduced front-of-house support interruptions

Text messaging works best when it is earned, verified, and reinforced through rewards. This SOP ensures consistency across all locations and staff.

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