Tobacconist Truths About Customer Service

Donny Muse, CMT Academic Contribution
Certified Master Tobacconist #1915
Tobacconist Truths About Customer Service

 

 

 

As a Tobacconist, everyday we meet, greet and interact with the general public. It is our commitment to the ethos of a Tobacconist that we provide an experience that not only sets ourselves apart from other retail professionals but as well as other customer service specialists. One of our core responsibilities is to ensure that customers in our shops feel like they are our guests and not just another face in a sea of sales.

Proper customer service is crucial to every shop and every tobacconist. In my 10 years in retail, I have found that there are certain truths that must be followed to ensure that a one-time customer becomes and returning guest. Below are 5 truths that every Tobacconist should know to ensure the highest quality experience for their guests.

5. Give Correct and Timely Responses to Customers. When a customer comes to your shop, they expect you to know exactly what they are looking for, whether it is a certain cigar, a cutter and/or a lighter. While it is impossible to know everything, the worst thing you can do is to provide false information in order to make yourself appear informed. Utilizing cigar publications and websites will help fill in holes that you may have concerning certain areas. Customers will forgive you for no knowing something if you are honest about it. Customers also do not want to have to wait a week to see if you have or can get what they want. Having a customer call everyday for a month to see if you have their cigar in is a quick way to lose a customer forever. Being honest will always win a customer over when time or lack of information causes a hiccup.

4. Listen to Your Customers. All too frequently, retail professionals get into a rut and begin making assumptions for their customers. Pushing product that is new or not selling well is a great way to make quick sales but if you have not yet understood a customers tastes and dislikes, you can very well lose their trust for later purchases. Always listen to a customer and push them towards what you know they will enjoy, not just want is on sale. Once you know what your customers like you will be able to pinpoint the right customers for what’s new and what’s on sale.

3. Act like a Person, not a Company. No sale is ever the same and no customer is the same, so neither should be the way you do business. If a customer has a bad experience with a cigar (canoeing, busted wrapper, etc.) don’t just sweep them away under a store policy and act like it never happened. Replacing a cigar may be a way to earn the trust of that customer and make your shop stand apart from other big chain stores. Showing your customers that you relate to them and care about their opinion will endear you to them and increase sales in the long run.

2. Remember Your Customers. Sometimes customers can become apathetic about a business when they feel like they are just another cow in the herd. Customers return to businesses that show interest in them and what they purchase. Remembering a customers name and what they buy the most shows that you take the time to think through what you suggest in a cigar and that the customer has a unique place in the shop. Once you have a customers trust, it will be easier to suggest box purchases on cigars that you suggest to them.

1. Encourage Proper Customer Service in Others. Most shops have more than one employee on a single shift. It is important that every employee show the same passion to inform and serve his or her customers. Even if you give a stellar experience to a customer, that can be all undone by one unsatisfactory experience suffered by a friend of that customer. Tobacconists have to be consistent in their performance and ensure every customer receives the best service. It is a Tobacconists duty to educate ad inform their customers but also to teach their fellow employees.

Fresh Rolled Cigars - Smoke Fresh Or Wait?

Rob Roth, CMT Contribution

Certified Master Tobacconist #1801

Fresh Rolled Cigars-Smoke Fresh or Wait?

What is a fresh rolled cigar? A fresh rolled cigar is a cigar that is handed to you by the roller or rolled within a couple of hours. Although not for everyone, I think every lover of the leaf should experience a truly fresh rolled cigar. A fresh rolled cigar has unique characteristics that are only found straight from the table. The flavor and characteristics of a fresh rolled cigar cannot be obtained any other way. Many will argue that a fresh rolled cigar is too moist because wrapper and binder tobaccos are at humidity levels much higher than 70% RH for rolling purposes.  Obviously, this is a personal opinion that must be experienced individually.

Is it worth waiting a few days to let the moisture content ease? One word, NO! Once the cigar moisture content begins to subside the wrapper leaf and binder leaf become bitter and unpleasant. This period is referred by many as the “sick period”. This causes the natural by-product of ammonia. Not a pleasant smoking attribute. As the sick period begins, it helps the filler and binder tobaccos to meld with the wrapper leaf to complete the blending process. Many in the industry refer to this stage as marrying. Once the marrying process begins the tobaccos get “sick” (sound familiar?). This sickness typically starts around 24 hours after the wrapper leaf has been rolled onto the bunch and last about 60 days. During this period the tobaccos are settling, seeking humidity equilibrium, and releasing ammonia and other impurities.

 When I obtain fresh rolled cigars I always try at least 4. The first one I try that day. The next three I try in one month intervals. Take notes on each cigar and observe the progression of the flavors of the cigar congruent to the aging process.  In conclusion, give a fresh rolled cigar a shot. You’ll be surprised at the unique flavors you may find. Smoke it within 24 hours or wait at least 30 to 60 days for the cigar to recover from the sick period.

Writing For PR & Credibility

Patrick Gallagher, CMT Academic Contribution

Certified Master Tobacconist #1835

Writing For PR & Credibility

 

I recently began writing a monthly cigar review for a local men’s fashion magazine. Like any other reviewer, the position requires me to smoke a cigar and give my thoughts on the experience. But what is unique about the review, is that I am a certified tobacconist.

Too often, we see in today’s media the demonization of tobacco and cigar smokers. And more often than not, these anti-tobacco zealots are typically uneducated about our industry and fed a high amount of propaganda and false data. We tobacconists know the benefits and albeit the risks of tobacco thanks to our extensive training.

I am encouraging tobacconists like myself to reach out to those media channels whom embrace the luxury life style. In doing so, it is important to share your educational experience and your knowledge to those who are with us and against us. These articles and reviews are important for the longevity of our industry and our trades. We must be viewed as educators and purveyors of history and the luxury lifestyle.

Much like a sommelier is to wine, a tobacconist is to cigars/pipes. Our role is to set the stage for the consumers’/readers’ experience and to educate. Thus, preparing the consumer/reader for an emotional and spiritual moment that transcends “just smoking”. Tastes, textures, feelings: these evoke emotions which translate into a valuable experience.

Taking the role of an educator through editorial style writing is an excellent way to reach those enjoying the luxurious moments in life. I suggest finding a local magazine, blogger, or newspaper to get involved with.  Develop a piece and share it with their editor, maybe over a cigar. Explain to the editor the purpose of your piece. Much like a style columnist, we are informing those interested and involved in the lifestyle.

Remember, we are purveyors of luxury and educators of history. It is our job, not only in our stores but in the world, to uphold our traditions, values, and beliefs to honor the great cigar/pipe makers and tobacconists who came before our time.