06-09-2002, 12:50 PM | #1 (permalink) |
Join Date: Jul 6 2001
Posts: 1,875
Rep Power: 23 | I don't even know where to begin. I'm so thoroughly angry at this point, I just want to punch someone or something. I'll just give the summarized version. We have an employee I'll call Stephanie. Stephanie is 18 and just graduated from high school. She is always very helpful. She never has problems accomplishing tasks that are assigned to her. Saturday Stephanie was scheduled to open #1 since I would be opening #2. (#1 opens at 11a.) I received a frantic phone call from Tamar (who was supposed to have Saturday off) that no one was at the salon to open the doors and that customers were driving off angry. I've already opened #2. I cannot get in the car and go over there. I called Stephanie at home. She apologized profusely and said that she would be there in less than 5 minutes. During the course of the day, Stephanie called me every 30 minutes to apologize. I told her that I didn't want to hear it and as far as I was concerned there was really no excuse. Later in the day, I receieved a call informing me that this wasn't the first time that this had happened. And, that last Sunday, Stephanie was over 20 minutes late opening the salon. Saturday evening, I went to #1 to talk to Stephanie. I asked her if this was the first time that she had even been late to open the salon. She said that she couldn't remember. I informed her that the next time she was scheduled to open that she would be scheduled 30 minutes early. I also informed her that if she was even 2 seconds late for her next scheduled shift that she would be terminated. Stephanie claimed to understand and again apologized. I informed her that I could not tolerate this type of behavior. She stated again that she understood. I notified her that this would be her final warning and that any other mistakes would require immediate termination. Well guess what? I just got a phone call from Tamar. She was informed by a customer just now that several nights ago when Stephanie was closing she told this particular customer that, "Under any other circumstances I would let you tan, but I need to go." What the ****? This is a very good customer. She tans strickly in our 12 minute beds and spends tons of money on lotion and after-tan products. Here's my problem. We are leaving for Vegas in less than 2 weeks. I don't want to fire her before we leave, therefore requiring at least one of us to not go to Vegas. I don't want to keep her on staff in fear of losing customers. |
06-09-2002, 01:45 PM | #2 (permalink) |
Join Date: Jan 27 2000 Location: Topeka Kansas Age: 68
Posts: 564
Rep Power: 25 | Here is the thing. You know the answer on what to do. You just don't like it. Whether you go to Vegas or do not go to Vegas is not important as what you have to do here. If you cannot or will not see that then you have other problems to address. The girl is costing you tons of money and will put you out of business if you allow this to continue. You know the right thing to do now go and do it. Sounds like Dr. Laura doesn't it? Firing employees always comes at the wrong time. That is one of the many joys of having a business own you. |
06-09-2002, 04:13 PM | #4 (permalink) |
Join Date: Jun 18 2001
Posts: 721
Rep Power: 23 | Sorry to hear about this tangirl but I really agree with Rich here, she has got to go. Not a great time for you but can you really even rely on this person to open and take care of your store when you are away? I think I would go nuts thinking about whether or not my place was even open while I was gone. Find someone good right away and they might be ready to take it by the time you need to leave. Good Luck. Stacey |
06-09-2002, 07:57 PM | #6 (permalink) |
Join Date: Dec 29 2001 Location: Davenport, IA Age: 60
Posts: 2,432
Rep Power: 25 | Everyone is absolutely correct....she needs to go NOW!!! I feel so bad for you having to do this at Vegas time. Like M&C said maybe you can get others to cover, even if it costs overtime or a bonus for helping out. |
06-09-2002, 08:29 PM | #7 (permalink) |
Join Date: Aug 15 2001
Posts: 1,906
Rep Power: 23 | Not only was Saturday going to be a cell phone/pager-free day for me, I had a much anticipated first date with a fellow I've been drooling over for 2 months. He was knocking on my door for the first time as my phone was ringing. Tamar WAS NOT a happy camper. I had to flee, with my date in tow, to go open the salon. I stayed long enough to get my *** chewed by a customer, set some timers, and staff member #2 to run all over the place looking like a worker bee on ginseng. I left before "Stephanie", the little missy in big trouble, dragged herself out of bed and showed up. It's a good thing, because I would have told her to just go back home. We typically turn the beds over several times upon opening on Saturday mornings, they sit in the parking lot waiting. We will severely cut her hours this week, and knowing this girl as I think I do, I feel she will keep her nose quite clean for the next 2 weeks or so. We will be doing a major house cleaning after Vegas, for I am recruiting several mystery shoppers to keep an eye on things. Thank God for faithful, understanding customers. The one that chewed my *** Saturday received a free upgrade today. |
06-10-2002, 06:30 PM | #8 (permalink) |
Join Date: Mar 17 2002
Posts: 674
Rep Power: 23 | maybe I'm being unrealistic here.... but why do you have an 18 year old opening your store? Is she a manager? Do you have a manager in the store at all times? Or do you have a manager sometimes and the rest of the time the staff is trusted to do their jobs? I am a firm believer in managers. They are responsible for success, they are really invested in the business... They are trained to deal with various possible situations and they have a VESTED INTEREST in ensuring that the store is running smoothly and the customers are happy. This girl sounds like a customer service NIGHTMARE and I definitely wouldn't leave her running your salon unattended. |
06-10-2002, 06:50 PM | #9 (permalink) |
Join Date: Sep 5 2001 Location: US
Posts: 247
Rep Power: 23 | We all as Salon owners know that our employees are a reflection of our selves. Happy clients our what makes the salon. Tangirl & Tamar you know that she needs to go NOW! Not only are you clients unhappy but think about how many times your clients have come in and wondered why she is still there. Don't forget about the message that this is sending to your other employees. As for the comment about whether she is a manager or not. I have an 18 year (funny that her name is Stephanie) who does a wonderful job for me and she opens and closes alone. If the owner is in the salon often you don't necessarily need a manager beacause you in a way are the manager. Everyones salon is different you can't just make someone a manager and expect all your worries to subside. Tangirl & Tamar I know it's a bad time but your salon needs to come first. Angie |
06-11-2002, 04:57 AM | #10 (permalink) |
Join Date: Mar 17 2002
Posts: 674
Rep Power: 23 | Quote: On 2002-06-10 18:50, cutiepup wrote: If the owner is in the salon often you don't necessarily need a manager beacause you in a way are the manager. Everyones salon is different you can't just make someone a manager and expect all your worries to subside. That's my point. When the owner isn't in the salon, you should have a manager scheduled. That way you can be sure that you have someone supervising your staff. Of course I know that the title "manager" doesn't automatically confer all sorts of responsibility and work ethic... but if you do your job correctly the first time (TRAIN THEM WELL) then it will make your job much easier when you have to leave the salon. |
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