Marijuana Business Magazine

WHERE TO LOOK Word of mouth yields the best results for Dresbach when it comes to finding a receptionist. In fact, Monarch Wellness receives applications and recommendations almost daily through its customer base. “It could be a mom who says, ‘Hey, my son would fit in really good around here. Are you guys hiring?’” Dresbach noted. That has meant she doesn’t have to use ZipRecruiter or other online employment services. James said she looks internally first, drawing on Simply Pure’s network of employees. If that’s dry, she reaches out though personal social media and the dispensary’s own accounts, which include Facebook, Insta- gram, Twitter and LinkedIn. James also has used recruitment firm THC Staffing Group, which has offices in Boston and San Francisco, as well as Denver-based staffing agency Vangst Talent. “But we can usually find (reception- ists) internally,” James said. HOW TO TRAIN AND MANAGE Dresbach said Monarch prides itself on having a robust training program for its receptionists. “We make sure they have a good amount of knowledge.” The first day, a receptionist trainee starts with four to six hours of ori- entation, which includes a lesson on policy and procedures, dress code and HIPAA compliance. On the second day, one of Monarch’s patient advocates educates the trainee to impart the dispensary’s core values and mission, namely its commitment to patients, wellness, education and helping the community. The trainee also learns Arizona’s qualifying condi- tions for MMJ, and that person is tested on the store’s menu and products. Once that’s completed, the trainee shadows a fellow receptionist for five daylong shifts. Provided everything goes smoothly in the training process, the next step is a review at the 90-day mark. If someone is struggling at that point, a decision will be made. “If it’s customer service-related they might be parting ways after 90 days, because some things you just can’t teach,” Dresbach said. Hollister’s retail store manager, who came from the alcohol industry, focuses on teaching the reception- ist how to spot fake IDs and law- enforcement compliance checks. He makes sure the person knows Alaska’s regulations. The receptionist is also trained to make the customer feel relaxed when entering the store. “Your grandmother or 21-year-old should feel perfectly comfortable when they walk into our dispensary,” Hollister said. “We want to be hip enough so young people feel good. But the most important thing is does your mother feel good?” At Simply Pure, James has a training program for each position. Receptionists are trained for a week before being left alone. They’re trained on the BioTrack THC and METRC point-of-sale and seed-to- sale systems as well as check-in and check-out procedures for customers. Even though the receptionist won’t be selling marijuana, one training session takes that person through all the products. “So you’ll have a really good under- standing of how the dispensary works and all the products you have,” James said. “This person is answering ques- tions when people call in: ‘Hey, do you have sativas? Hey, do you have something for sleep?’ And I want that receptionist to be able to at least give them basic answers.” ◆ The reception area at Monarch Wellness, a medical marijuana dispensary in Scottsdale, Arizona. Photo courtesy of Monarch Wellness 154 • Marijuana Business Magazine • November / December 2017