Streamlining Cannabis Operations: How Maryland Dispensaries Can Reduce Wait Times

Since Maryland legalized cannabis on July 1, 2023, the state has generated $1.1 billion in total sales during the first year of legalization. While this number is impressive, this rapid growth has also brought challenges, with long wait times being a major pain point for both consumers and dispensaries. These delays have led to frustrated customers, lost sales, and lower overall satisfaction. As demand for cannabis products in Maryland continues to rise, dispensaries should start focusing on optimizing their operations to improve the customer experience.

This article explores the root causes of long wait times and provides tips on how Maryland dispensaries can speed up service, reduce lines, and keep their customers coming back. 

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Current Issues Plaguing the Maryland Cannabis Market

The Maryland cannabis market is currently facing two pressing issues – high prices and long wait times. A key factor driving up legal cannabis prices is the federal illegality of cannabis, which prevents Maryland dispensaries from importing cannabis from other states. Because of this, they have no option but to rely on local suppliers, who are struggling to meet the growing consumer demand. The high consumer demand paired with strained supply has caused wholesale prices to increase by a whopping 125% between March 2023 and March 2024. 

Beyond high cannabis prices, long wait times at Maryland dispensaries have become another frustration for consumers. Next, we’ll explore the reasons behind these delays and how your dispensary can work on addressing them. 

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Why Are Wait Times So Long at Maryland Dispensaries?

Wait times at Maryland dispensaries have been unusually long due to a mix of regulatory limitations and market dynamics. Many cannabis consumers have even taken to Reddit to express their frustration with these long wait times. 

Since the Maryland Cannabis Administration hasn’t issued any new licenses for growers, processors, or dispensaries since March 2024, the number of cannabis businesses serving the state’s growing customer base still stays limited. On top of that, Maryland is bordered by Pennsylvania and West Virginia – two states that have not yet legalized adult-use cannabis. This has led out-of-state consumers to travel to nearby states, such as Maryland, to purchase legal products. 

As a result, many consumers are turning to the black market due to both high prices and long wait times. The good news is that as the market matures and more cannabis licenses are issued, both wholesale prices and wait times are expected to decline. 

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Peak vs. Off-Peak Times: Managing Customer Flow

Managing customer flow is key to keeping things running smoothly at a dispensary, especially during peak hours when lines can get long and frustrating. Dispensary peak times are typically evenings, weekends, and holidays, which are days and times that draw in bigger crowds, putting more pressure on staff. On the other hand, off-peak hours are much quieter and allow budtenders to serve customers faster with little to no delay. 

To determine when the busiest times are at your dispensary, track customer patterns and sales data. With this knowledge, you can then make data-driven staffing adjustments to match the demand. 

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Tips for Optimizing Cannabis Operations

Finding ways to streamline your cannabis operations is essential for dispensaries looking to improve efficiency, reduce wait times, and keep customers happy. Here are some practical tips to help you boost your operations and create a smoother customer experience. 

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1. Implement Self-Service Kiosks

Self-service kiosks can significantly reduce the workload on your staff by allowing customers to handle ordering on their own. With these kiosks, customers can browse your product catalog and place their orders without needing as much assistance from a budtender. This not only speeds up the process for those who know what they want but also frees up staff to focus on providing personalized service to customers who need more help.
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2. Optimize Store Layout for Flow

A well-thought-out store layout can make a big difference in reducing bottlenecks and improving the overall customer experience. Try arranging your products in a way that guides customers naturally through the store to streamline traffic flow and minimize overcrowded areas. Placing high-demand items near the entrance and designing a clear, intuitive path to the checkout can reduce confusion and speed up the shopping process, helping customers move efficiently through your dispensary.

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3. Leverage Mobile Ordering for Pickup

Mobile ordering can be a game-changer for reducing lines and wait times. Allowing your customers to place their orders in advance through an app or website can streamline the pickup process, cutting down on the time spent browsing in-store. Customers who have pre-ordered can quickly grab their items and go, freeing up staff and reducing congestion. Incorporating mobile ordering improves the overall customer experience and increases your store’s efficiency, especially during peak hours.

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4. Invest in a People Management System

For dispensaries with limited staff, investing in a people management system is key to optimizing cannabis operations. Software like KayaPush, designed specifically for cannabis businesses, automates scheduling, makes payroll a breeze, and keeps you appropriately staffed during peak and off-peak times. With data-driven insights, you can adjust staff schedules to meet customer demand and even stay on top of compliance, making it easier to focus on growing your business while keeping everything running smoothly behind the scenes.
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5. Train Staff for Efficiency

To keep things moving during peak hours, it's important that your staff are trained to handle multiple roles. Cross-training employees ensures that they can easily switch between tasks, whether it's working the register, assisting customers, or managing inventory. This flexibility allows you to place your staff where they’re needed most at any given time, reducing wait times and covering all areas of your dispensary, even during the busiest periods.

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Can Online Sales or Delivery Help Reduce Wait Times?

The short answer is: Yes! Online sales and delivery can be an effective way to reduce wait times at your Maryland dispensary. Both services are legal in the state, and dispensaries can leverage online ordering to ease in-store traffic since customers can shop and place orders from the comfort of their homes. 

To make this process seamless for both your dispensary and customers, ensure that your website is user-friendly and optimized. A well-designed cannabis website makes it easy for customers to browse products, check availability, and place orders for either in-store pickup or delivery. Ultimately, this minimizes the need for long lines at your dispensary and frees up your staff to focus on fulfilling orders and providing faster, more efficient service. 

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Final Thoughts on Improving Cannabis Operations for Maryland Dispensaries

Reducing wait times and streamlining your cannabis operations are essential for Maryland dispensaries looking to stay competitive in a growing market. Earning a reputation for fast and friendly service can set you apart from other dispensaries that may be known for long lines and a lack of customer care. Implementing the tips we’ve outlined in this article can help you create a smoother, more efficient customer experience, resulting in happy customers who keep coming back. 

If you’re ready to streamline your cannabis operations and improve staffing efficiency, consider a people management software like KayaPush – designed to meet the unique needs of the growing cannabis industry. To learn more about how KayaPush can transform your dispensary operations, book a free demo today and see the difference it can make. 

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