The Vapour Lounge
The help and support that iZettle give us as a business is exceptional.
Pop up to Scotland’s big smoke, Edinburgh, and you’ll find the flagship store of The Vapour Lounge, a family-run independent chain of specialists selling E-cigarettes in Scotland and online. Since opening, the business has branched out to a second Edinburgh store in the heart of the city, one in Dunfermline, one in Glasgow and, most recently, one in Perth. We stopped by their latest acquisition to find out why they use an iZettle Pro (formerly intelligentpos) system in their business.
Natalie, The Vapour Lounge’s Operations Manager, explains why the idea behind the brand is no smoke and all fire: ‘Our stores act like consultation and advice centres. We do things like build classes, where customers can come and learn the safe way to use their E-cigarette kits from our experienced team.’ The passion of the staff and dedicated customer service is a key factor in the success of the business, and it is no wonder that it is growing so quickly.
Of course, with regular and repeat customers, loyalty is also a major aspect of their growth, so a quick and easy loyalty scheme is a priority in order to maintain excellent customer service. With iZettle Pro, it couldn’t be simpler, Natalie says: ‘I think we are one of the first retailers to actually get the loyalty scheme with the small key fobs, and it’s super easy, you literally scan the fob.’ Not only does the system add the points on, but ‘it tracks the most loyal customers, the top spenders. They accrue their points, and they can redeem their points off any products in store.’
Another reason Natalie feels the iZettle Pro system smokes its competitors in the EPOS market is the simple, yet detailed, product management feature. As The Vapour Lounge stocks ‘loads of different products which come in loads of different strengths, different flavours and different colours’ it means that it is imperative that staff keep on top of each and every vial being sold: ‘The till really allows us to enter in each product with a different variant, be it a different strength or a different colour, so we know exactly what we’re selling and to who and where.’
The flexibility of the bespoke bundle is something the business uses to its advantage, by choosing the integrated iZettle® chip and pin reader: ‘We get a lot of positive feedback from our customers about our iZettle terminal, [which] has the added security of being able to use ApplePay if customers don’t want to be pressing their pin number manually. It fits in with the store’s spec because it looks really cool. And it works really fast.’ So no more inputting transaction data by hand – the integrated reader minimises errors and maximises security and productivity.
Given that The Vapour Lounge exists to help people give up smoking, the staff are no strangers to the importance of a good support network. Not only do customers rely on advice and guidance from the specialists in the shop, but the specialists in the shop rely on advice and guidance from our customer service team. Luckily for us, Natalie speaks very highly of our frontline staff: ‘The help and support that iZettle Pro give us as a business is exceptional. Anything that you’re unsure of, you can raise a support ticket, you can call them, or you can email them, and somebody gets back to you straight away: they really are there to help you with anything that you need.’