If you can't be at your shift...

We all plan to be healthy and come to work as planned, but once in a while the unexpected happens, so here is what to do if you can't be at your scheduled Stretch Zone shift. Please follow the guidelines below to show respect to your clients and your team so we can all adjust as smoothly as possible and continue to provide great member experiences.

*Please note: We are in the business of wellness. We serve a large number of the aging population and others that may have fragile immune systems and may be susceptible to illness. If you are sick or contagious, it is Stretch Zone policy that you do not come in to work to perform stretches or sales demos.

Steps to follow:

1. If you suspect you may be unable to attend your shift, with as much notice as possible alert your studio lead AND regional manager ASAP (even if it's early/late). If your shift is the next day, use a text (in case their Slack notifications have been silenced). If you are not able to do anything else to rebook your appointments, please make that clear to your managers so they can follow through on steps 2 through 7 for you.

2. If a Studio Lead or Sales Associate is on duty, they can help with rebooking. If it is after hours and you are well enough, try to resolve it yourself:

   1. Check the Club Ready schedule to see if your appointments can be moved to one or more co-workers that is already working that day.

   2. If they can be covered, send the covering employee a Slack message about it. If the shift starts before 10am also send that employee a text (to be extra sure to avoid an employee no-show just in case that employee had planned to come in later).

   3. When moving stretches, UNCHECK ALL boxes to send alerts to member. Make a note in the member profile that the appointment is being rebooked for Employee Call Out.

3. If there is not an easy rebooking fix with other employees' open white space in the schedule, post a message in your sz-studio Slack thread asking for anyone to help cover your shift. Say what the times need to be covered.

4. If no one responds quickly ("quickly" depends on how much time there is before the shift starts), then send a text to co-workers that might be able to cover.

5. If no one can be found to cover appointments by 90 minutes before the first session, text each client that has an appointment to let them know you need to cancel.  ---- (for example) "This is Stretch Zone. We're so sorry! Your practitioner is under the weather / had an emergency today and we need to cancel your appointment. Your session credit will stay in your account. We apologize for the short notice! Reply here with a good time to reschedule. Thank you for understanding." -----

6. When cancelling the sessions make sure to CHECK the box that it is not their fault (so they don't lose a session credit) and make a note that it is for Employee Call Out.

7. If any follow up is needed, set a task for the studio lead to let them know what happened and action is needed with members - reschedules/moving sessions/care calls to potentially upset members.

8. You do NOT need to respond to text messages that come back about rescheduling. Staff will step in to handle that.

Thank you for helping us care for our members and guests at the highest level. It is NEVER ok for someone to arrive at a locked studio, or at a session where a practitioner will not be there for them. GOOD COMMUNICATION SAVES THE DAY!

YOU deliver the only product that we sell.

Thanks in advance for keeping it amazing :)

... and feel better soon!!