Let's start with the obvious: it doesn't matter what you're selling--professionalism is non-negotiable.
Christian, the store manager with the gauges in his ears, is a poor example of leadership. Not only does he lack the demeanor expected from someone in a managerial role, but his behavior reflects a clear lack of basic customer service standards and emotional intelligence. The gauges in his ears must've pierced thru all his sense.
I was genuinely excited to find this dispensary. The sales associates were friendly and easygoing, and while the cashier seemed new and slightly unsure, he was still polite. He explained that paying with a bank card worked like an ATM withdrawal, rounding up to the nearest $10 for change--standard procedure at other dispensaries.
What he failed to mention, despite me clearly stating it was my first time there, is that there's an automatic tip option. My total was $140 and change; I rounded up to $150, expecting change back. When I realized I didn't receive it, I returned to ask.
Security was respectful and helpful, but when I asked the cashier about the change, he casually said, "Oh, that was a tip." I responded that I was never told about a tip option--I simply rounded off. Confused, they brought out Christian.
From the moment he walked out, he was dismissive and rude. He immediately asked, "So what's the issue, you're saying you're missing money or something?"--despite clearly being briefed beforehand. Instead of listening or de-escalating, he continued to accuse me of knowingly tipping, even though I had just explained that no one told me a tip option existed.
Without a word, he walked off and left me waiting over 12 minutes. This was during rush hour--I didn't have time to chase down $10 due to poor communication and an unprofessional manager.
Eventually, he returned, handed me my change in the most condescending manner possible, and--while I was walking out--started speaking negatively about me in front of other employees.
This type of behavior is exactly why many dispensaries are struggling: not because of product, but because of poor management and disrespectful customer service.
Christian should not be in a leadership position. His lack of professionalism, inability to handle basic conflict with composure, and open disrespect toward customers are unacceptable.
He is, frankly, a liability to your brand. read more
