While COVID-19 continues to hang over the country, businesses work to stay afloat. In order to remain open, there are many restrictions that need to be followed. Protocols may vary, however, local dispensaries including INSA, NETA, Resinate and Theory are issuing many of the same policies for their staff and customers to follow. 

INSA, with locations in Easthampton, Salem, and Springfield, have very similar COVID restrictions throughout their stores. Lewis Goldstein, chief marketing officer at INSA said, “At our dispensaries as well as our manufacturing facilities, all employees have to be temperature checked when entering.” Limited capacity is allowed indoors regarding the state limit. Plexiglass dividers have been installed between each area, specifically to divide all retail associates and customers. Goldstein said, this is executed to make sure that everyone is maintaining a six-foot distance, both inside and outside of the store.

INSA’s facilities are cleaned regularly throughout the day and night, including counters, doors, and any other touch points. Goldstein shared that there have been times when employees have tested positive, resulting in the closing of the dispensary for a deep clean. He assured that when this has happened, all proper precautions were taken. 

Goldstein went on to say, “We encourage online ordering so that we can process people and get them out as quickly as possible.” In both Salem and Easthampton, INSA offers an outdoor kiosk which is strictly weather dependent. 

Similarly, NETA, along with its parent company Parallel, take all COVID precautions seriously and effectively. NETA has registered marijuana dispensaries in Brookline, Franklin, and Northampton. According to NETA, at the start of COVID-19, they created a task force to provide oversight and implement rigorous safeguards for the sole protection of their staff and customers. Currently, they still practice these strict protocols, including social distancing, mask wearing, and hand washing/sanitation. NETA uses glass partitions to minimize any close contact. At night, a third-party cleaning and sanitization service goes to all three locations, in addition to the routine daily environmental services cleaning. NETA abides by the state’s limits on the number of customers allowed in at one time. Additionally, they offer a reserve ahead model, meaning anyone 21 years or older can purchase cannabis by ordering on their website. When the order is ready, they will be given a time in which they can come pick it up, safely. NETA also offers a delivery service for its medical patients, only at the Northampton and Brookline stores. They are the only cannabis company in Massachusetts that offers delivery service— which has been quite busy during the pandemic. Curbside pick-up is also available for those who prefer this method.

Matt Yee, director of retail operations at Resinate, explained the precautions and safety measures their dispensaries are taking. Resinate has two locations in Northampton and Worcester. Yee said, both locations have a limited capacity of 25 percent. They are undergoing sanitation, along with keeping staff and customers at a safe distance. Like INSA and NETA, Resinate has glass partitions. Yee said, “Capacity is a hassle. We are cautious of who we have in the stores.” To limit time spent inside, Resinate is offering pre-orders and curbside pick-up. 

At Theory, Thomas Winstanley, vice president of marketing, stated, “Everything has changed.” He went on to say, everyone at Theory has been ensuring that social distancing is taking place throughout lines—both indoors and outdoors. High contact areas are being sanitized, such as doors, and even displays. Winstanley said, it’s not only important to protect the safety of his team, but also the consumers and patients that are coming in to visit. 

Currently, each of Theory’s locations are operating a little bit differently. Winstanley said their Great Barrington store which is a smaller store in terms of its footprint, has minimal in-store shopping and visitors are encouraged to place a pre-order. With pre-ordering you can choose your pick-up window time. There is also an outdoor tent where folks can pick-up their orders. “The reason for us doing so is that we can actually stretch the lines out a little bit clearer and a little bit longer,” said Winstanley. In Chicopee, this location has a much larger footprint. The total density of people allowed in the store is a lot higher than in Great Barrington. Because of this, Theory has allowed indoor shopping, along with the encouragement of pre-orders as well. 

The third Theory store is in Bridgewater and is a medical cannabis dispensary only. While they have the capacity to accommodate patients indoors, this location doesn’t have the same sort of volume the others do as it’s solely medical. Winstanley said, the recreational stores require more thoughtfulness in how they manage their queues. 

Pertaining to the day-to-day business, COVID has altered the usual happenings in a typical dispensary. Yee claimed, “Communication has hindered.” With the wearing of face masks and glass barriers, it makes communication between an employee and a customer much more difficult. The individual time and attention that customers typically receive, can no longer be done in its true fashion.

Goldstein agreed, “The biggest thing it’s done is not allow us to have as much time educating and spending time with customers.” As a result, INSA has created an online resource (askinsa.com), where consumers can email and ask questions that they would have previously done in-person or set up a video conference call with a cannabis expert. 

NETA claimed their everyday life has certainly changed, like most, but they are pleased to have developed a plan that focuses on safety first. With this approach, it allows for a sense of protection over customers and employees. They stated, “We are so proud of our teams at our three NETA facilities for their work every day to keep our customers and each other safe.

At Theory’s dispensaries, Winstanley believes that their business is constantly evolving. “Even before COVID, in the cannabis industry, things change so rapidly, for the most part.” As each location requires different measures to be taken, the staff is responsible for reimagining how the business can operate, with safety being paramount. In fact, Winstanley shared, “In the very near future, we’re going to be rolling out one of the first drive-thru pick-up windows in the state.” This idea came from the question of how they can provide a healthier experience for people who visit. The drive-thru will be in Chicopee. 

Winstanley said, “What will continue to be interesting going into the spring, is the number of vaccinations; and to see what is a new normal?” Right now, the “normal”, is putting up sneeze guards, plexiglass walls between customers, and sanitation. He believes this is going to stick around for a while, perhaps even to stay. Theory works closely with town officials from all locations, along with relying on state governments and municipalities to make the final call for how a business can truly operate. 

Goldstein added, when INSA employees feel comfortable, this will define when they go online, in store, and soon, they will be adding phone ordering. “The phone ordering will allow us to have that personal touch without it necessarily being in the store,” he said. They are waiting to see infection rates in the community before making any major decisions. 

According to the Massachusetts Cannabis Control Commission’s website, “The Commission’s Amended Administrative Order Allowing Curbside Operations requires licensees to monitor and comply with all Commission-issued guidelines and bulletins. Consistent with 935 CMR 500.105(1)(r) and 935 CMR 501.105(1)(r), licensees must have and follow written operating procedures promoting workplace safety, which includes protocols addressing COVID-19 (Coronavirus).” 

All licensee COVID-19 Standard Operating Procedures must inform the Commission of any case of an employee testing positive for COVID-19. This must be done as soon as possible— no later than 24 hours after verification of illness. 

While state regulations and mandates are constantly changing, it’s difficult for anyone to know what the future of COVID will look like. All remain hopeful that businesses and even everyday life will go back to normal, but it’s too soon to tell when that will be. 

Further information regarding COVID-19’s effects on dispensaries can be found at the Massachusetts Cannabis Control Commission’s website.