Employee Handbook Topics

[LuvInLust]

Since I'm meeting with my new employee to sign paperwork tomorrow, (yikes!) and she already has her first session scheduled for Wednesday, I figure I'd better go about beginning an Employee Handbook.

I'd love it if anyone who has an idea of what should be in a handbook could list it here. I don't necessarily need the actual text, just the subjects. It could be a useful template for anyone thinking of hiring, since all of our policies are likely to vary some, but the topics should be similar.

I need everything from dress to candles to travel time to how to answer the phone.

Thanks all!

(I'm very excited and a little bit overwhelmed, we both thought she would be starting mid-July.)

P.S. To any/all who help out here, I will be happy to share the full text of my handbook when it is complete, and will write it in WordPad so it is easily accessible.

 

[That Blonde B*tch]

IMO, the best approach would be to think about it from the standpoint of an employee and then an employer. You already listed a couple of things I initially thought of, dress code and travel time. What about compensation for travel? Will you reimburse for mileage or expect them to do that on taxes? What is your policy for the MT cancelling an appointment? ex. call in procedure I think most handbooks have a sexual and other harrassment statement. Do you have a mission statement or vision? If so, I'd include those. You might include copies of any forms you expect to be filled out. Smoking policy for your property. Maybe, a copy of MT ethics. I know we should all know these, but this would cover the "I didn't know that I shouldn't....." Hope these help.
Good luck, it looks like you have a lot to do between updating your site, writing postcards, and the handbook.

 

[Shara O]

How detailed are you planning to get? I would think things like how to answer the phone or candles would just be something you could tell them. (Only unscented candles/ please say "Hello" when you answer the phone).

I would think you may want to write down any opening/closing procedures: (alarm code, lights on/off, checking voicemail, closing out credit card machine, etc.)

Some other things that come to mind:

*when/how employees will be paid
*any other expected duties - general cleaning, etc
*when/how/if paid time off or sick days
*procedures for contacting you/clients, etc if sick
*GC sales (details such as what to tell purchaser, etc)
*Hours of operation for your bus. in general
*any system for evaluation or review/feedback (which can go both ways- what is working/not working for each of you)
*Any info on health ins., other benefits

I know some may disagree, but I can't imagine that you would want/need to spell out all the little details- just the main points. but that is JMO.

BTW- Congratulations!!!!! :dancingparty:

 

[Kaleena Allen]

Thanks! Yeah, I'm not sure how detailed to get, but I am pretty careful about how I've set up my business, products that are okay to use, forms and files, etc., so I thought it might be a good idea to just write it all down.

How they get paid, and days off, stuff like that are in the employment contract, but I guess it's a good idea to duplicate it in a handbook.

Mainly I'm doing this to make it really easy for myself next time I hire somebody. But also so that I don't have as many phone calls to answer asking things like "can I use this lotion, where are the candles?"

 

[bigrobdeezey]

How about just:

"Do whatever I tell you, don't ask me for anything, and all will be well."

Easy. Simple. One page. :

J/K

You could take info from the contract, make it more general, and that might give you a big chunk of a manual. You also will probably find that you want to revise it after you have lived with it for awhile, so maybe you could just put together a "demo" manual for now.

Don't take this the wrong way, but I would caution on micromanagement. I certianly understand being particular about your business- it is your baby. But we all know that a part of the joy of working as an MT is the autonomy.

Try runnning through your day in your head, and take notes for yourself of what kind of things you do at work- how DO you answer the phone, where do you put your dirty linens, where do you park your car....

 

[LYNND]

What, you mean I can't be breathing down her neck while she's doing a treatment, saying "NO DO IT LIKE THIS!!!" t027

 

[yeaitsme000]

Well, of course you can do THAT. Just don't micromanage and measure the water she gives your dog!
t027

 

[bryanmccarey]

Dogs need water? t017

(fluffin' up my own thread : )

 

[Amanda B]

Don't forget the sexual harassment policies...
When a client is inappropriate, how do you want her to handle it?
What do you want her to say...

 

[tracie]

Employees don't remember what they agreed to in their contract, so you need to put in in a manual, which they won't remember either.

BUt at least it gives you the chance to respond to every question with "Did you check your manual?" Eventually they will do that before asking.

Hours, Duties and Responsibilities

* Be very specific, including "how tos". You will live through a few "I wasn't clear I was supposed to take appts for you" or other such things that will make you slap your forehead - so get plenty of Advil.

Pay & Benefit details

* How much?

*Tip policy (I recall you have an all-inclusive rate, so how do you handle when a client offers one)

*How often and when you get paid (every pay period we have to explain to someone, usually for the 3rd or 4th time, that Direct Deposit is NOT an instantaneous transfer system - even if we calculated your earnings at the stroke of midnight when the pay period ended, it would still take 3 business days for the funds to make their way through the system)

*How much you get paid for every possible service you offer

* How do any discounts/series purchases affect employee pay?

*What happens to you pay and/or benefits if you take unpaid time off (many health insurance providers require employees to be on the clock an average of 32 - 40 hours per week - including paid time off - to be eligible for the company subsidized rates)

*What happens to your pay and/or benefits if you flake out/oversleep/leave town to take care of your nieces kids while she attends to a family crisis but you forgot to give me a courtesy call until after your client showed and you were not there

* Vacation policy - how much, how often, how does it accrue what rate it is paid. how to request it

* Federal Holidays - paid or unpaid and at what rate

SOPs

* You actually CAN tell an employee therapist how to do a treatment, if you so desire. So figure out what you want every client to experience and put it in writing - step by step. For instance, Ritz CArlton has SOPs for draping, how to greet, escort and say goodbye, etc.

* Health and safety. Sanitizing, cleanliness standards. SOAP notes or other CYA steps. How to deal with the drunk, disorderly etc.

Career track

*Performance evaluations - what is covered, how often?

*Promotions / raises?

*Saying goodbye. Grounds for termination. Terms of separation (check state law, being found liable for unemployment for saying "I don't need two weeks notice, just leave now" will jack your rate on yourself and any future employees) Non-Compete etc.

 

[JDroo]

Thank you R&R, many things there that wouldn't have occurred to me.

 

[Billie]

OK these are REALLY farfetched, especially for a massage place, and with only one employee at that, but: Materials Safety Data Sheets, and a building evacuation plan. I don't know if Oregon requires that degree of CYA - god I would hope not.

 

[Answers]

After reading this post and having some problems with my current employees (which will become evident in how my handbook is worded) I decided to go ahead and write one up.

Please let me know if you think of anything I missed or should cover. Additionally, I want to ask you opinion on the compensation for being late and missing appointments. It isn't something I currently do, but with all the problems I am having, I have to do something. I think my therapist are some of the best hands on people in the area, but their organizational and punctuality skills could be improved. Are the "punishments" I have legal? Would you ever agree to this? It isn't set in stone but I really feel I have to do something.

Thanks for any input - here is the Employee Handbook (I excluded things like how to run the cc machine because that is just silly for this post):

Peak Performance Business Goals

Because this area is overloaded with massage therapist, our number one priority is customer service and satisfaction. There shouldn’t be a massage therapist in town that can match our level of professionalism, customer service and convenience and desire to help our clients. We go above and beyond to make sure our customers receive the highest level of skill and care, the best information regarding their injury problems and receive all this in the most professional manner possible.


Compensation

1. Pay rate and dates

§ Payment will be at $25.00 per hour massaged in the clinic.
§ Outcalls will be 60% of fee charged.
§ Marketing for Peak Performance will be compensated at $15.00 per hour
§ Promotional Chair Massage will be compensated at $20.00 per hour but no more than $60.00 per day
§ Payday will be bi-weekly and start and end on the Friday of the week.

2. Tip Policy

§ Therapists are entitled to all tips given by clients.
§ Please take your tip the day of the appointment

3. Missing Appointments

§ There will be a 24 Hour cancellation notice for all appointments. You will be responsible for calling the client and rescheduling if you need to cancel.
§ If you miss an appointment (emergencies need to be verified and are limited) you will be required to compensate Peak Performance the full session amount if the client is not able to see (or does not want to see) another therapist. If another therapist is available you will be charged $15.00.

4. Late appointments

§ The treatment room should be ready to use by the time a client is scheduled to receive their session. Sheets should be in place, music on, lotions and bolsters in room and in the winter, table heater on.
§ A late fee of $10.00 will be deducted from session if therapist is not in the building and ready to work at the designated session time. If therapist is more than 20 minutes late it will be considered a missed appointment.


Expected Duties

§ Therapists are expected to keep their treatment room neat and clean at all times.
§ Please let Jeff know if you need lotions or supplies
§ If you are in the office and the phone rings please answer “Peak Performance this is xxxx speaking”. Learn how to give directions to the office. All massages booked should be entered into the hourtown schedule.
§ Return phone calls promptly and professionally. If you leave a voice mail, let the client know when a good time to contact you would be or let them know what times you have available if they requested an appointment.
§ Therapist will fill out “welcome to our practice” card after each new client.
§ Therapist will fill out Birthday cards on clients Birthdays. Peak Performance will keep track of Birthdays and let you know when you need to do this.
§ Enter all client information into EMR Suite attendant and file.

Hours of Operation

1. Opening and Closing the office

§ If you are the first to the office please turn on only the lamp lights in the waiting room (top switch). Enter the coat closet and press the glowing red button to turn on the music.
§ Turn on the overhead lights in the main office (vertical switch under temp control)
§ Make sure your display information is on the counter

Scheduling on Hour Town

§ Hours of business are Monday thru Saturday 10am-8pm
§ All scheduled clients will be on Hourtown at least 24 hours in advance. Please check your online schedule in the morning. You will be responsible for clients who have scheduled more than 24 hours in advance
§ If there is a same day appointment request, I will verify it with therapist first. You are under no obligation to accept the appointment.
§ You are responsible for your schedule 1 week in advance. I do not want clients scheduling and rescheduling all week. Please update your availability online as soon as you know you are unavailable. I don’t care when or why you don’t want to work, just mark it down so clients don’t schedule with you.

Standard Operating Procedures

1. Greetings

§ Clients should be greeted as they walk into the waiting room. When you hear the door open or the chime please quickly finish up whatever you are doing and meet the client at the door. Do not yell from the office area or expect the client to come into you.
§ Do not greet a client with food in your mouth
§ All new clients must fill out a New Client Information Form. Typically, they are located in the clipboard in the cubby under the desk. If no more sheets are available, the file is located in the folder Peak Performance on the desktop of the laptop and name New Client Information. Please check to make sure an intake is available before client walks in the door.

2. Treatment Rooms

§ While in session there will be no answering of cell phones
§ Do not leave the room for any reason other than an emergency. Before your session starts, please be sure to check if all lotions, sheets, bolsters and anything else you might need is located in the room and where it should be.
§ No eating during session. You may bring in something to drink.
§ No gum chewing

3. Salutations
§ When the session is finished make sure Hourtown is open to your profile so if the client wants to reschedule they do not have to wait for it to load.
§ When the client leaves the room offer them water and ask how they are feeling. Please stop doing whatever you were working on and focus on the client.
§ If the client is deciding what dates would work for them, offer them the calendar in the corner of the desk for reference. Engage the client and do not just sit at the computer with your back to them.
§ Let the client know how much the service for the day will be. Checks should be made out to Peak Performance, change is located in the top drawer of the cabinet, and credit card transactions are discussed in the credit card section.

 

[Jonathan]

Just rambling here....

Have 2 copies of handbook- have employee read adn initial each page, saying they read & agreed? Then they keep one and you keep one?

I'd say definitly address how and if you will pay the employee if they have a no-show.
Who is providing oils/lotions.
If you are providing linens, is there an oil you don't want them to use (something that would stain your sheets?)


also...
I worked at a salon and there was a "communication binder" anything that came up was written down, and all employees would initial each thing written, so that no one could say "oh i didnt know about that"[/i]

 

[Big Dawg35]

I like the "Communication Binder" idea. A very good way to make sure that when important topics come up, they aren't "forgot" or "you didn't tell me that".

I provide all the sheets and lotions, thanks for reminding em to put that in

 

[merget]

rn2wn, I'm not sure about the laws regarding making employees pay you for missed appointments. If I was being offered a job with this I doubt I would take it. Especially the part about having to pay $15 if they are scheduled with another therapist. If I was sick and had to pay for appointments I missed I would be unhappy. Let's say I had 4 appointments, got the flu and found a therapist to take all four them. Not only did I lose my pay for that day, but I had to pay $60, just for getting sick. I understand your business looses money, but I don't think I would take a job offering this. I'm sure your compensation rate is already in place, but one thing I was always told by an instructor was to know your worth. I wouldn't do chair massage for $20 and hour capping at $60. If there was a four hour event that would only be $60. Less than what would be paid for doing 4 massages. Not sure what your rate is for a massage, but $25 seems low for compensation to me. Especially compared to the 60% rate for outcalls. Hope this doesn't come across rude, I really don't intend for it to, I just wanted to add my $.02 cents for what it is worth.

 

[zenda]

Indymassage,

Thank you for the reply, it is always good to get other people's point of view.

In your particular case, the flu, I would certainly not charge the therapist for the appointments missed. It is hard obviously when you have things in writing to put in all the "what if's", but I am not a hard-ass who doesn't understand things. The flu would be an emergency case and I understand that. My problem is therapist are "forgetting" they have appointments or saying "I thought she was tomorrow". Their schedules are online and do not change 24 hours in advance. I don't think it is too much to ask of someone to check at night or in the morning to verify their schedules. The $15 charge for missing is something I do to compensate the other therapist who might have to drop what they are doing or overload their day to fit in clients. I guess it would help to add that therapist aren't in the office when they don't have appointments, so it would be an inconvenience for another therapist, which I would compensate them extra for. In addition, most clients request certain therapist or reschedule with the same one. My business loses reputation and professionalism when someone doesn't show up and I think they (the client) and I should be compensated for the therapist's mistake. If you are someone that can't show up everyday then I guess you wouldn't be right for my business. (not attacking you personally, using you as the plural). It really isn't an issue if you are able to be on time and be responsible with your organizational skills. In 3 years I have never once missed an appointment and have been late only once. Obviously if a therapist went three years without ever being late I would give them a break if something happened.

The chair massage is something we do very rarely and pretty much only as promotional events. In all honesty, I don't see a benefit to sitting at an event for 4 hours. If we went somewhere really busy for some reason and we worked all day, I would figure that in. Again, it is hard when you are setting contracts. I just don't want therapist telling me they went to this place all day and want to get paid for it, I just don't believe in it. I don't send my therapist to any chair events, they do them if they want. You are correct $20 is a little low, but I also feel that most chair events you are not always massaging. I guess this is my personal belief about chair massage, I just don't like it.

Massages are $50-$60 depending on how often the client comes in. After employment taxes and overhead this is way more than enough. There are a lot of threads on the boards about compensation and I feel that $25 is more than enough to be paid as an employee. They don't have to do anything but show up and once in a while write a thank you card. The outcall rate increases because I feel that it is more work for the therapist. They have to deal with traffic, lugging the table and all the other junk. I want to compensate my therapist when they work.

I hope this cleared things up, but it was good to get an opinion because I want to be able to explain it to the employees and get an idea of what they are thinking looking at this. I will try and find some way to make sure they understand that the missed/late appointment fees are only for non-emergency type things.

 

[K_M]

AHHH...it all makes more sense now. I interpreted the cancelling appointments part as any time this happens thing and not verifiable emergencies excluded. You are right the therapist's professionalism reflects on your company and they could make or break you. A no show is a great way to lose a guest for the whole company. I agree if you are charging $50 for a massage then $25 is fair (especially when you look at it as 50%). I come from an area where that is an inexpensive massage so it was a little shocking to me. Knowing that your compensation for office appointments is about 50% makes the 60% for outcalls reasonable. For some reason in my mind I was thinking the cut for office appointments was significantly lower. The 10% makes up for setup, travel, etc. I also read the $15 part as being money you get not going to the other therapist. Having all this clarified helps and I retract my I wouldn't take the job comment.