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8. HIP requires customer service tweaks

Available resources:

  • Have your market staff and volunteers attend a HIP training to learn what HIP is, how to explain it, and best practices for welcoming HIP customers. Contact Ellery to schedule a training today! They can do it via Zoom or in-person. Trainings typically take 30 minutes but we can also do an abbreviated 15 minute training if needed.
  • CISA periodically has market manager meetups, which are forums to provide a place market managers in the Pioneer Valley to share about the successes and challenges of HIP, to talk through best practices and strategies for working with HIP, and put together plans for next year to advocate for what farmers and market managers need—keep your eye on our events calendar for more info.

Learnings from market managers & farmers:

  • Change the layout of booths so that browsing and payment are in two different physical places.
  • If the farmer has two people working the booth, split the line into two lines for  “cash-only” and “EBT/credit/debit.”
  • Use the reports feature on the mobile TotilPay app to track purchases and help prepare for increasing demand.
  • Changing needs in stocking and staffing require flexibility and training on quality customer service.
  • Make sure all staff who will be using the device receive training on HIP regulations and how to run a HIP transaction.
  • Proper sign placement is key.

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