Is this unprofessional?

Posted by on . 7 comments.


I work in a spa as a therapist. I was covering the desk yesterday and was asked if we could do a 6:00pm massage, as I checked the schedule I was thinking aloud and said 'oh that would put us on overtime'. My coworker kicked me and before I could say anything else, such as offer an appt for the next morning, she said 'I'm sorry but we are all booked up'



It is quite possible that he could see the schedule screen and that it was BLANK for 6:00pm

After he left my coworker told me that mentioning overtime was unprofessional and sent the wrong message. It was an absent minded comment, but I can kinda see her point. At the same time, as a customer, I appreciate a little honesty...what is the etiquette here?

Comments

  1. Pattootie says:
    November 9, 2009 at 5:09 pm

    First thing is, never think outloud in front of customers. Saying something like that could make the customer upset. He will either feel guilty, rushed, or that you are thinking more about getting home than taking care of him.

    BUT, the other issue is that if there is availability at 6, then the customer should have been taken in anyway. Why have the slot if you are not going to fill it?

    I think both situations were a little unprofessional, but the latter more than the previous.

  2. Drunken Pirate says:
    November 9, 2009 at 5:09 pm

    I would say that your co-worker was correct, but she shouldn’t of said anything if the customer had already heard you say your comment.

    I’m not going to think your lying if you tell me your all booked up, and that way, and it doesn’t give the wrong impression. I’ll just come in tomorrow.

  3. Inundated in SF says:
    November 9, 2009 at 5:09 pm

    I know at my office, the admin has told us we can no longer do overtime without getting prior consent from them (admin) so if someone walked in and we are "off the clock" by the time they want to make an appointment, we have to tell them we cannot do it because it would put us in OT, which is against the office rules at this time. And then suggest that we could do it first thing the next morning (and set the appointment for then). So far, they have always understood that it is not because we don’t want to stay and do the extra hour(s), or that we are lazy, but it is a decision made by the higher ups preventing us (because we used to do OT regularly just to accommodate everyone). I don’t see it as any more rude then a restaurant telling you that they only serve breakfast until 10:30 or a store that tells you as you walk in that they will be closing in 5 mins (at which time you will have to leave). If your job allows you to work overtime at your convenience, and if you had been willing, you might have earned extra tips if you had piped up with "we usually try to close by 6pm but I’ll make an exception this time for you" which would have made the walk-in quite happy and special. I don’t think it is unprofessional or rude, just honest. No one works 24 hours a day so everyone should be able to understand that there will be times when things close.

  4. lfh1213 says:
    November 9, 2009 at 5:09 pm

    I agree with your coworker. Any informatin about scheduling that does not pertain to the specific information requested is not information that should be shared with the client. A comment such as, "I’m sorry. We book our last appointment at 5:30." would have had the same result and also covered your concern that the client saw the screen and might have thought he was being misled.

  5. Pacifica says:
    November 9, 2009 at 5:09 pm

    She should have left you alone to deal with the customer and kept her mouth buttoned. She was behaving unprofessional by interrupting both you and the customer with her comment and undermining you in front of client.

    Many services will not take a last minute appointment due to overtime issues. They need the time to tidy up and prepare for the next day.

    Will the massage therapist be compensated for overtime (time and one/.half), or even interested in working overtime, they have a life too and may have plans, is the customer prepared to dish out extra cash if the therapist is willing to stay late?

    Perhaps a little discrete sign on the counter could be considered:

    "Last appointment is 5:00" or whatever.

    So the your comment to the client was not entirely unprofessional; however I suggest that you check w. management to see what their policy is regarding this issue. Not a co-worker.

    Kick her back – what the heck was that about anyway – certainly not professional.

  6. Jason B says:
    November 9, 2009 at 5:09 pm

    I agree with you co-worker…you could have said that you have to check with the manager, that normaly we don’t accept appointments after 6 P.M. unless okayed by management

  7. just another one says:
    November 9, 2009 at 5:09 pm

    what he did was a little unprofessional because the customer already heard you say the word overtime
    next time, just say you are booked up; you don’t want the customer thinking you are lazy.

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