Cannabis Packaging Pain Points: Poor Customer Service

Most cannabis packaging requires some level of customization, typically in the form of custom printing and labeling services. This is one of the many reasons good customer service is crucial when working with a cannabis packaging supplier. 

And when the livelihood of your cannabis business is dependent on compliant packaging that arrives on time, poor customer service can be both frustrating and detrimental to your business. 

This is the third blog post in our series about cannabis packaging pain points. The first two posts examined slow turnaround times & long lead times and expensive shipping & international shipping challenges. 

This blog post examines poor customer service, what causes this issue, and how you can address it.

Poor Customer Service

So what causes poor customer service?

Lack of Flexibility

Lack of flexibility is one of the primary drivers of poor customer service in the cannabis packaging space. Every state with a legal cannabis market has its own nuances and every cannabis business has its own unique set of circumstances and needs. 

Furthermore, most cannabis businesses are startups and startups require flexibility, whether it’s with lead times, minimum order quantities, or payment terms. 

Too Many Points of Contact

The more people you need to communicate with when you order cannabis containers, the more opportunities there are for important details to get lost in translation or an unnecessary game of telephone. 

This is especially true when custom printing and labeling is a part of your order and too many points of contact can quickly turn into poor customer service.

Complicated Customization Process

Compliance is the name of the game in the cannabis industry. This is especially true when it comes to cannabis packaging because you simply can’t sell your cannabis products unless you have compliant packaging that arrives on time. 

And because most cannabis packaging requires some level of customization, having a streamlined customization process is crucial to the success of your business. 

A complicated customization process is typically a symptom of working with too many points of contact or not having enough flexibility to meet your needs. With that in mind, it’s easy to understand why a complicated customization process is another primary driver of poor customer service. 

Solutions to Poor Customer Service

Ultimately, the best way to address any cannabis packaging pain point is to work with a packaging supplier you can trust and to build a long-term relationship with your packaging supplier. 

So what are some steps you can take to ensure you receive the high level of customer service your business needs and deserves? 

Talk to Your Cannabis Packaging Supplier

It all starts with a conversation! You have to talk to your cannabis packaging supplier to ensure you are on the same page. Only then can you begin building the trust required to sustain a long-term working relationship. 

Ask These 4 Key Questions

1. Do you have flexible lead times, minimum order quantities, and payment terms?
As we mentioned above, startups require flexibility and every cannabis business has its own unique set of circumstances - and these unique circumstances can affect everything from inventory management to cash flow.

For instance, you might not have enough storage space for large minimum order quantities of cannabis packaging. Or you might need flexible payment terms to help you manage your cash flow. Or you might have to rush an order because you made a simple mistake forecasting your demand. 

In short, flexibility is key to good customer service and a good cannabis packaging supplier will help you navigate all of these issues and more.

2. Will I have a dedicated sales representative that knows me, my business, and my needs? 
A dedicated sales representative can make a world of difference when it comes to streamlining communication, custom printing and labeling services, and shipping logistics. 

And because every cannabis business is different, working with a dedicated sales representative who knows you, your business, and your needs, can save you a lot of time, money, and logistical headaches.

Having a dedicated sales representative is also a strong indicator of good customer service because a dedicated sales representative is more likely to go out of their way to help you.

3. Can you facilitate our printing and labeling requirements?
The answer to this question should be “yes” - plain and simple. When it comes to cannabis packaging, good customer service means having a streamlined customization process with minimal points of contact to help ensure you have compliant cannabis packaging that arrives on time every time.

4. What are your typical lead times for products that require custom printing and labeling?
A good cannabis packaging supplier runs a tight ship and should have a standard response to this question based on documented standard operating procedures. A standard response to this question is also an indicator of good customer service because consistency is incredibly important when it comes to cannabis packaging.

We don’t need to remind you again that you can only sell your cannabis products if you have compliant packaging that arrives on time. 

Key Takeaways About Poor Customer Service

As we mentioned above, the best way to address any cannabis packaging pain point is to work with a packaging supplier you can trust and build a long-term relationship with. 

Some of the best ways to address poor customer service are to ensure you cannabis packaging supplier has:

1. Flexible lead times, minimum order quantities, and payment terms.

2. A dedicated sales representative who knows you, your business, and your needs.

3. A streamlined customization process with minimal points of contact.

4. Consistent lead times for products that require custom printing and labeling services.

One of the best ways to communicate your cannabis brand’s commitment to sustainability is through your packaging, but you need to have packaging that prioritizes sustainability first! 

Contact us if you’re ready to discover the real impact your packaging has on the environment and you’re ready to build a long-term relationship with a cannabis packaging supplier you can trust. It all starts with a conversation!