Handbook
Team Member Handbook
-
A. Employment
Welcome / Introduction
Locations/Phone Numbers
Orientation
At Will Employment
Non-Discrimination Policy
Disability Accommodation
Confidentiality and Nondisclosure Agreement
Conflict of Interest and Outside Employment
Anti-Harassment
Theft and Loss Prevention
Team Member Referrals
B. Culture, Property & Performance Management
Opening and Closing Procedures
Communication with Guests
Team Member Relations, Grievances & Suggestions
Business Etiquette & Courtesy
Scheduling Appointments
Personal Telephone Calls
Social Media
Dress Code & Image
Maintaining Your Area, General Housekeeping & Recycling
Retail Policy and Retail Commission Compensation
Security & Building Keys
Reasons For Which A Team Member Will Be Dismissed
Attendance and Disciplinary Point Policy
Safety and Sanitation
Reporting Illness & Accidents
Contagious Disease Policy
Smoking
Staff Meetings
C. Employment Separation
Separation of Employment
Termination of Employment
Custody & Return of Property
D. Payroll & Work Schedule
Payroll Distribution
Timekeeping Policies
Absenteeism, Tardiness & Notification Procedures
Inclement Weather & Emergency Closings
Personal Information Changes
Hours of Work
Coverage
Military Leave & USERRA
Jury Duty
Immigration
E. Benefits
Timeline of Benefits
Direct Deposit of Payroll
Team Member Discount
In-house Education and Training
Management Open Door Policy
Marketing and Advertising
Personal Discounts
Scheduling Policy: Vacation and Paid Time Off (PTO)
Parental Leave
Return to Work Policy
-
1. Welcome / Introduction
Welcome to PNL&Co., a full-service salon that specializes in natural nail care, full-service waxing, lash extensions, and other wonderful and memorable services. We are a team of highly trained and skilled professionals that have a trusting and friendly relationship with our clients as well as with each other. Our relationship is based on mutual respect and genuine care for our clients and each other. Working together as a team, we can accomplish our shared goal of EXCELLENCE. To achieve excellence, continuous education and training will ensure that our clients receive the best service possible.
There is no limit to the level of individual attainment at PNL&Co. From the assistants to the managers, we each have the opportunity to grow as far as our imaginations and our energies will permit. If you are serious about your commitment to professionalism, willing to spend the extra hours to work for the sake of the team, and really enjoy your work, then our team at PNL&Co. is the place for you! We believe in going the extra mile to help, learn, expand our knowledge, change when necessary, and prosper. This is not just a job but also a career. We believe in our profession, each other, the salon, and ourselves. We are not afraid to try the new, the different, or the challenging. We will help each other grow through positive reinforcement.
Working Guidelines For All team members — Code of Professionalism:
As a salon professional, you must be:
Professional
Non-judgmental
A team player
An avid listener
An excellent communicator
Willing to learn, grow, and succeed.
Be professional!
Listen to the client: This is an important skill to learn and invaluable once we master it. When you listen to the client, you will know what their needs are.
Service: Always serve your client to the best of your ability, and never deny your client adequate service time.
Consult: Always consult with your client prior to any service. Make sure the client understands the cost of any service he or she requests or that is being recommended by the stylist. In doing so, you establish good communication and avoid costly mistakes and misunderstandings. A professional consultation will always foster a good relationship with your client.
Teamwork: Cooperation and teamwork with your colleagues at the salon are paramount to success. Help your co-worker whenever possible, irrespective of their level of expertise within the salon. Each individual member of the salon is an integral part of the team. Without each member pulling his or her weight, success will escape you.
Avoid gossip between clients and staff members. It is negative and detracts from the professionalism we are striving to maintain. To participate in gossip is to allow negativity to enter your work. Negativity threatens the growth, prosperity, and harmony of our organization. Do not allow it to continue. Report it to management if you feel you cannot stop the situation. Be positive and proactive, not a complainer. Be proud to be part of our team and this industry.
Support: Be supportive of each other. Have respect for each other. You are more likely to thrive in an honest and respectful environment than in a negative one.
Language: Speak correctly at all times. Do not showcase yourself. Be humble, courteous, and respectful at all times.
Communication: Good communication is the key to mutual understanding between the company and its team members. The responsibility for communication is a three-way street (team member to employer, employer to team member, and team members to clients).
At Polish Nail Lounge, we use an "open-door policy," which means that our staff is free to meet with our management team and/or HR for a personal and/or private discussion about any aspect of their work (work conditions, grievances, suggestions, personal matters, etc.). We will make every effort to solve your problems or refer you to the appropriate expert.
2. Locations/Phone Numbers
Location: PNL&Co., 2403 Fairmount Ave, Philadelphia, PA 19130
Phone: (267) 455-0180
Hours of Operation
The salon's operating hours are as follows:
Monday-Friday: 10 a.m.–7 p.m.
Saturday: 9 a.m. - 6 p.m.
Sunday: Closed
Work Schedule & Attendance Policies:
Start Time Adjustment: Effective December 1, the required start time shifts to 9:20 AM (previously 9:40 AM) to ensure proper morning preparations and workload distribution.
Sunday Work Policy:
All nail technicians are required to work one Sunday per month.
Emerging techs can switch or pick up available Sundays.
Intermediate and master techs are responsible for handling additional Sunday shifts as needed.
This policy ensures fair distribution of work while meeting salon needs.
Block Scheduling Policy
To ensure we’re fully staffed during our busiest times, no call-outs or attendance issues will be allowed during the following periods. These “block scheduling” periods typically last 1–2 weeks, depending on the holiday and the needs of the salon.
No-Call-Out Periods (Block Scheduling Applies):
Thanksgiving
Christmas
Easter
Mother’s Day
Memorial Day
Fourth of July
Labor Day
Holiday Hours & Closures
Easter Sunday – Salon closed. Open the Saturday before and the Monday after.
Christmas Eve (Dec 24) – Open from 9:00 AM to 3:00 PM.
Labor Day – Observed holiday.
3. Orientation
All new team members will have an orientation and training period for four (4) weeks. Orientation is designed to give all new team members an overview of the company’s people, processes, and systems. The training consists of product knowledge, service overview, benefits, computer training and customer service education. Team members are paid an hourly rate during orientation.
4. At Will Employment
At Will Employment Because you voluntarily enter into employment, you are free to resign "at will" at any time, with or without cause. Similarly, the company may terminate the relationship "at will" at any time, with or without notice or cause, as long as there is no violation of applicable federal or state law.
5. Non-Discrimination Policy
It is our policy not to discriminate against any team member because of race, sexual orientation, religion or color, sex, age, creed, nation origin, or status with regard to public assistance, marital status, or disability. This policy relates to all phases of employment including, but not limited to recruiting, employment, placement upgrading, demotion, transfers, layoff, recall and termination, rates of pay or other forms of compensation.
6. Commission Structure Updates
The commission rate will decrease from 45% to 40% per service.
Service prices will increase by approximately 10% to compensate for commission changes.
A tier system has been introduced to recognize professional growth and development:
Emerging
Intermediate
Master
The house fee has been removed to support team members' earnings.
7. Disability Accommodation
The company complies fully with the Americans with Disabilities Act (ADA) and ensures equal opportunity in employment for qualified individuals with disabilities. We will make reasonable accommodations for qualified individuals, where their disabilities affect the performance of their job functions, unless doing so would result in undue hardship. If reasonable accommodation is needed, it is the team member's obligation to make timely requests to the Human Resources Manager. The company is not responsible to consider reasonable accommodation where the team member does not provide such notification. All employment decisions are based on the merits of the situation in accordance with defined criteria, not the disability of the individual.
8. Confidentiality and Nondisclosure Agreement
As you should already know, one of the most valuable assets of PNL&Co. is the information pertaining to the aspects of our business, clientele, services, creativity and technology which is not readily available to the general public or competitors. This confidential information is vital to our continued success, and we have long emphasized the responsibility of all team members to protect this valuable asset. You will be asked to sign an agreement protecting our intellectual property including client lists as a condition of hire.
9. Conflict of Interest and Outside Employment
We expect the loyalty and engagement of our team members in the company’s and team’s success as a whole. Accordingly, we do not permit team members to engage in outside employment or activities that create actual, potential or perceived conflict of interest. Sharing company-related information with or working with current or potential competitors is considered a conflict of interest. Having interest or ownership in a competitor is a conflict of interest. Close relationships with involved parties or having ownership in competitors, customers or vendors may be a conflict of interest and requires disclosure to management. We recognize it may not always be possible to identify a potential competitor, and therefore we require reasonable judgment in these matters. If you think you may have a conflict of interest situation, please advise Human Resources immediately.
We advocate quality of life and support activities outside of work which provide you benefit through balance, goal attainment, healthy relationships and relaxation. Please know, however, we expect you to avoid activities which jeopardize your ability to be wakeful, energetic and focused at work. We expect our team members to use sound judgment in creating work-life balance. We discourage outside employment which adversely impacts your work 6 performance at our company. Ultimately, your work performance and results success will determine your eligibility for continued employment, new responsibility and advancement.
10. Anti-Harassment
The company is committed to providing an environment which is free from any unlawful harassment or discriminatory activities toward any individual. In keeping with that commitment, we do not tolerate workplace harassment. We consider sexual and unlawful harassment in all its forms to be a serious offense, actionable by termination.
Sexual harassment includes unwelcome sexual advances, requests for sexual favors, indecent exposure and other verbal, visual or physical conduct of a sexual nature. No team member shall threaten or insinuate, either explicitly or implicitly, that another team member's or applicant's refusal to submit to sexual advances will adversely affect that person's employment, work status evaluation, wages, advancement, assigned duties, or any other condition of employment or career development. Similarly, no team member shall promise, imply or grant any preferential treatment in connection with another team member or applicant engaging in sexual conduct.
Unlawful harassment of any type can be physical and/or psychological in nature. Harassment is any act, comment or display that demeans, belittles or causes personal humiliation, embarrassment, or any act of intimidation or threat. It includes harassment related to any protected class including but not limited to race, national origin, color, religion, age, sex, sexual orientation, marital status, family status, military service, disability, medical condition to include pregnancy, conviction or any protected activity. Harassment does not need to come from a manager and may involve parties who are not company team members. Harassment can be considered “only a joke” by one or more parties and may be unlawful if only one party, including someone only in observance, perceives the act to constitute harassment. Harassment can be environmental, creating an uncomfortable work environment. A combination of incidents may together constitute harassment even where one of those incidents by itself would not be harassing.
Any team member who believes that he or she has been subjected to unlawful harassment is responsible to report the incident(s). Additionally, any team member who believes that he or she has witnessed such must report the incident(s). All incidents of unlawful harassment and/or inappropriate sexual conduct must be reported to the HR Manager, regardless of perceived severity. Any team member, who tolerates, conceals or fails to report an incident according to this policy is subject to discipline. Anyone who reports unlawful harassment is free from reprisal. Any team member who adversely affects a complainant team member or applicant because of such a complaint will be disciplined.
The company will protect the confidentiality of both the complainant and respondent in these matters. A complaint of unlawful harassment will bring about an investigation, where the Human Resources Manager will serve as the EEO Officer unless another individual is appointed. Should the EEO Officer confirm that unlawful harassment has occurred, discipline will occur, up to and including termination.
Complaint/Grievance Procedure
If you believe that you have experienced or witnessed harassment or sexual violence, notify your manager and/or Human Resources as soon as possible after the incident. Do not allow an inappropriate situation to continue by not reporting it, regardless of who is creating the situation. No team member, contract worker, student, vendor or other person who does business with PNL&Co. is exempt from the prohibitions in this policy.
11. Theft and Loss Prevention
Any team member who believes that he or she has been a subject of theft is responsible to report the incident(s) immediately to their manager and Human Resources. Additionally, any team member who believes that he or she has witnessed such theft must report the incident(s).
Loss Prevention
Loss prevention is the responsibility of every team member. Your attentiveness in the work environment is the key factor in preventing situations which may result in a loss of revenue, time, or cause personal injury to team members, clients, or our salon.
Any suspicious behavior including but not limited to dishonesty, collusion, falsifying records or appointment books, failure to ring up sales, hazardous conditions, or careless actions should be immediately reported to your manager or another member of management.
12. Team Member Referrals
We hope our team members know our company needs, culture and standards better than anyone else. We recognize that team member referral reinforces our brand as an employer of choice. We encourage our team members to refer qualified candidates to open positions. Should you know of a candidate whom you believe would be an asset to our organization, please direct him/her to apply via standard channels of application with specific notation that you are the referring party. Of course, all hiring decisions will be based upon merit and job qualifications. If someone you refer is hired by the company, the referring team member will receive a $200 bonus after their referral has been employed by the company for 90 days.
-
1. Opening and Closing Procedures
Opening Procedures:To be done by everyone on the team (or whoever is not doing a service).
Everyone should arrive 20 minutes prior to their shift. For example, if we open/start at 10am, you should be here no later than 9:40 a.m.
Clock in!
Turn on all:
Lights
Televisions
Computers
Hot towel warmers
Wax pots
Speakers (once unplugged)
Unplug all gel lamps and speakers and put cords in the last drawer of the manicure station.
Make coffee and put it in a thermos container once it's done (to keep it hot).
Get towels from the washer downstairs:
Hang small hand towels to dry
Fold white mani/pedi towels and fill towel warmers, then put extra wet, folded towels in a plastic container or bin.
Start the washing machine with the black towels from the night before.
Make black pedicure towels:
Take two toe separators, one pumice stone, and one set of gloves
Wrap in black pedi towel
Take upstairs and put away under reception desk
Opening The Drawer (Morning):Make sure you count the drawer at the start of every day. There should be $400 at the start of every day (have two people count out the drawer). $200 on top and $200 in extra cash, broken down like this: $80 in 1's, $80 in 5's, and $40 in 10's.
Closing Procedures: To be done by everyone on the team (or whoever is not doing a service).
1. Things that can be done while the last guest is still here:
Collect all trash cans and dispose of them in the outdoor back area. Consolidate small trash into larger trash bags. Take the trash into the basement and deposit it in the designated area (front of the store). Put the cans back with new trash bags in them.
Collect all towels, pumice stones, and paraffin wax bags from vanities and take them to the outside back area.
Break up the paraffin bags and reuse the wax (put it back into the paraffin wax pot) and throw away the bags.
Take pumice stones and towels into the basement.
Wash the pumice stones and let them air dry.
Separate black and white towels and place all white towels in the washer to be washed, and black towels in the black bin next to the washer to be washed the next day.
Clean all dishes and coffee pots/makers (empty old grinds into the trash).
Clean the bathroom:
Mirrors
Toilet seat
Sink
Refill soap and tissue
Sweep/Mop
Things to be done when last guest leaves:
Shut and lock the door when the last person leaves.
Remove all extra mani/pedi towels from warmers and turn them off.
Sweep & Mop all rooms
Wipe down all stations and furniture
Put Pandora on pause, close out, and turn off the computer. Turn off the mouse
Turn off the TV
Put heat/AC on 73 degrees
Turn off lights
Set the alarm (make sure the door is closed, then press #2 on the system). You will only have 60 seconds to get out and shut door behind you)
Lock the door & leave
Closing The Drawer (Evening)
1. Drawer Closing
Make sure the door is locked before counting out the drawer.
Have techs exchange their smaller bills for bigger bills (so you have smaller bills for the next day).
Count out all 1's, 5's, 10's, 20's, and so on.
Write the amount of each on a piece of paper. For example, if you have 5 $5 bills, you write $25 next to 5's. If you have 2 $20 bills, you write $40 next to your 20's. Save the piece of paper for closing out in the system.
Count $400 in change, starting with the smaller bills (it should look like the amount shown above in "drawer opening").
Put $200 in change in the drawer. Put the remaining $200 in a cash bag or under baskets in the drawer ($400 total).
Once there is $400 in the drawer, have another person count the drawer & both of you sign the close out slips!!!
Any left over cash is profit and is to be counted and matched with Zenoti
2. Closing-out in Zenoti:
Click the "Reports" tab at the top right of the screen.
Click on the "Sales" tab on the left side of the screen.
Go into "Daily Closeout.”.
Make sure dates are correct and location is correct.
Click "Close Data" on bottom, right side of box.
Take the piece of paper that had all of your 1's, 5's, 10's totals on it and enter the amount into the boxes....don't worry about the quarters, nickels, and dimes. Only enter the dollar amounts.
Put any receipts you have in the drawer into the "Other" box. For example, if you needed to buy ice, and it was $3, put $3 in the "Other" box.
Click "Preview Close Amounts" and that will bring up your totals.
Check to see if the drawer was short or over any cash by going down the list until you see "Over/Short Amount" (first one). When you get a number in red parentheses, for example ($20.00), that means the drawer is short that amount and something is wrong (Call Manager right away). If it's at "$0.00", then the drawer is even and you can proceed.
Go down the list until you see "Amount to keep in the drawer", go over to the right and always put $200 in that box.
Click "Close Out" at the bottom of the screen.
2. Cash Handling and Discrepancies
Any cash discrepancy must be reported immediately to a supervisor.
If an incorrect amount is issued, the difference will be deducted from the responsible employee’s pay.
Repeated errors may result in additional training or disciplinary action.
Regular cash audits will be conducted to ensure compliance and accuracy.
3. Communication with Guests
Effective communication with a guest will greatly reduce stress for the service provider. When you acquire a thorough comprehension of a guest's needs, mistakes and misunderstandings are eliminated. The service provider can proceed with servicing the guest, knowing that he/she and the guest have a mutual understanding of the desired results.
Good communication with a guest is one of the most effective tools to build a guest list. It promotes a trusted and relaxed atmosphere for a skeptical or unsure guest.
A guest who is pleased with the service rendered and who feels comfortable and secure with the salon staff will promote the salon through word-of-the-mouth much more readily than a guest who is serviced well, but in a brash and hurried manner.
General Communication Skills
Communication skills determine how well you interact with people in general - including your guests and co-workers. You can develop more effective communication skills by practicing the techniques of maintaining eye contact, listening, leading, giving feedback, and proper questioning.
Maintaining Eye Contact: The most important part of effective communication is maintaining eye contact. Look into the other person’s eyes while speaking or listening. It shows that you are interested and paying attention.
Listening: To avoid misunderstandings, give the other person a chance to put their point across without interruptions. People tend to stop communicating when they don’t have a chance to finish thoughts they originally wanted to share with you.
Leading: Make comments and ask questions that encourage the other person to continue communicating in the direction you want.
Give Feedback: Help the other person understand your position throughout the conversation by responding to statements made. Feedback enables the other person to clarify any misunderstandings and encourages him/her to continue communicating.
4. Team Member Relations, Grievances & Suggestions
At our company, we are committed to fostering a workplace culture where every team member is valued, heard, and treated with courtesy, dignity, and respect. We believe that open communication and collaboration are key to maintaining an environment of mutual trust, where concerns can be addressed constructively, and contributions can drive continuous improvement.
We highly encourage team members to actively participate in discussions, share ideas, and contribute to the success of our salon through social media engagement, team collaborations, and promotional activities. Your involvement strengthens our collective success and enhances the experience for both our clients and team.
If you have a concern or suggestion, we strongly encourage you to communicate it directly and respectfully with your manager at the earliest opportunity. Thoughtful discussion, approached with professionalism and mutual respect, ensures a positive and solutions-focused dialogue. If your manager is unable to resolve the matter to your satisfaction, you may request a meeting with Human Resources.
We believe that challenges are opportunities for growth, and your feedback is essential to improving our workplace. We encourage open dialogue to prevent frustration and confusion from negatively impacting team morale, work attitudes, or productivity. By working together, we can cultivate a supportive and dynamic workplace for everyone.
Dealing With Problem Guests
When dealing with a problem client, it is important for you as a Salon Professional to remember that one dissatisfied client can easily damage the salon’s image more easily than it can be improved by the recommendation of ten satisfied clients! Please make every attempt to satisfy your clients’ needs and correct any problem before he/she leaves the salon.
If there is a personality clash between you and the client, don’t show disgust or become argumentative, suggest another staff member might be better able to fulfill the client’s needs. It is impossible to please everyone. If the client remains unhappy despite your attempts to satisfy him/her, please ask the Salon Manager, or Owner, or Human Resources to assist you in resolving the problem.
We do not tolerate any form of abuse and we will not expect you to take any verbal or any abuse from a client. In addition, we do not expect you to put up with any form of harassment, whether it is sexual, verbal, racial, physical or otherwise. We are fully aware that sometimes clients can be very demanding and might lose their composure. Often, this stems from some other event outside the salon and therefore beyond our control. With our training and continuous education, we will expect you to remain calm and professional at all times. Management will give you its full support.
The best method to resolve conflict is to always keep in mind that the client is NOT always right, but the client should always WIN. Also, follow these steps: Listen to their story, identify problem areas, recommend solutions that satisfy the clients’ needs while still having the best interest of the business, give client choices, decide on the follow-up course of action.
Client Satisfaction Policy
Client satisfaction is our best advertising. It generates our repeat business, which is important for client retention. Repeat clients are the result from all our efforts as a salon team. Profit is derived from repeat clients, not one-time clients. You must always be conscious of your client’s needs.
Make sure that you write down all the important information and chemical formulas on the clients’ record card.
Procedures:
Make it your AIM to please.
Listen to your client and conduct yourself appropriately following salon guidelines.
Deal with dissatisfaction directly and solicit support from a manager directly if needed.
If a client remains dissatisfied with the service provided despite your efforts to please, management or Front Desk will determine whether the client should receive a refund, a credit, or corrective service. Services may not be performed free of charge without permission from Management.
5. Business Etiquette & Courtesy
In the service industry, it is essential to market ourselves to each other and to the public in the best possible manner of presentation. Furthermore, it is our goal to create an efficient and pleasant workplace for every team member. Please conduct yourself with professionalism and courtesy at all times. Respect for the workload, priorities and concentration of others is mandatory.
6. Salon Music Policy
Only pre-approved playlists from the salon’s Spotify library may be played in the salon.
Any alternative playlists require management approval before being played.
Music volume must be kept at a reasonable level to maintain a pleasant environment for both team members and clients.
7. Scheduling Appointments
Always remember that the impression you make when scheduling an appointment can determine whether the client will want to visit our salon or not. New appointments are essential to keep our business thriving. Never let the client feel that you are too busy to be bothered with scheduling an appointment. Instead make the client feel that we are pleased to have his/her business. Always conduct yourself in a pleasant and professional manner.
8. Personal Telephone Calls
Management recognizes that staff will, from time to time, need to make personal phone calls while at work. Personal phone calls are permitted on a limited basis during breaks or lunch. However, we ask that you keep the following considerations in mind.
The receptionist will do everything possible not to interrupt you for phone calls from clients. We will inform clients that we can help them with appointments bookings. If they insist on speaking with you, you will be called to the phone.
9. Social Media
Please use sound judgment. The Internet widely increases and expedites the exposure of your comments. Of course, team members can be disciplined for commentary, content or images that are proprietary, defamatory, pornographic, harassing, libelous, violate others’ privacy or that can create a hostile work environment. Any negative or otherwise inappropriate comments can be disastrous. Please keep in mind that your comments can be read by potential or existing company clients, media representatives, associates, team members, applicants, competitors, financial stakeholders and other influences upon our organization. Discipline may involve immediate termination according to severity and willfulness in the opinion of company management.
As a condition of original employment, you cannot disclose company intellectual property or attach negative remarks to the company during or post-employment. If one customer fails to buy one service as a result of your remarks, you may be held responsible. The company may need to contact law enforcement or pursue damage recovery via legal action in protection of the company and/or law abidance responsibilities.
10. Dress Code & Image
You have chosen to work in the beauty industry which puts us in the fashion spotlight more than the average career. Our entire staff must represent the company culture and the experience that the company wishes to provide to its guests. Our intention with this policy is to create a professional look and a consistent experience for our guests and long-term success for our staff.
Personal appearance is of major importance in our industry and is one of the best ways to gain new clientele. It is imperative that your clothing, hair, skin, nails, and makeup reflect a stylish, fashionable, and trendy image. A poor appearance and distasteful clothing is subject to the discretion of management. If you are found to not be in the dress code, you will be reported to management and subject to disciplinary actions. As a salon, we see ourselves as a step above the rest and in that we have to enforce a strict dress code. At PNL&Co., our dress code is as follows:
Attire: All black. Black leggings (not see through, no visible logos).
Technicians and assistants are required to wear scrubs.
Scrubs kept neat and clean at all times, must be fitted, and name embroidered.
These are the official scrubs (Infinity by Cherokee):
https://www.scrubsandbeyond.com/infinity-by-cherokee-solid-round-neck-scrub-tops-with-certainty.html
The company will pay for 1 scrub top.
Acceptable scrub jacket:
Jewelry: Gold and silver jewelry (simple and small) and colorful gems are acceptable. “Acceptable” meaning a professional size, not gaudy, but still can be self-expressive.
Clothing: Must be kept neat and clean at all times.
Footwear: Must be kept in good condition.
Masks may only be worn during powder services, waxing in enclosed spaces, and facials.
Hands and Body
Hands: All staff must keep their nails and cuticles well-manicured (clean and well-groomed at all times).
Hair: Must be styled in a professional manner at all times. “Professional” meaning updated fresh and an obvious styling attempt.
Hygiene: Be conscious of your personal hygiene at all times.
Cosmetics and Scents: You are permitted to wear cosmetics of conservative color and amount. In consideration and concern for the comfort of others, scents such as perfumes, hair/body sprays and lotions shall be used in moderation.
Makeup: Makeup should be professional and your facial appearance should be presentable. “Presentable '' meaning you’ve come in with a look that our clients are inspired by or may strive to emulate.
Piercings (Face and Body): Small studs and hoops are permitted.
Body Art: In order to stay pleasing to all types of clientele, tattoos deemed to be offensive (obscene, offensive, and/or vulgar) will be required to be covered.
A as member of our team the following will never be acceptable for work:
Hoodies
Clothing with logos besides our own
Jeans
Uggs or Crocs
Scarves worn as head wraps
(Non-religious) Head scarves
See-through tights (solid tights/pants only)
Sweaters
Hats (on the floor)
Torn clothing
Broken shoes
Wrinkled shirt
All clothing must meet the following specifications:
Clean, neat, and unwrinkled
Accessories can have color, just not clothing
Pants are not to drag the floor or be ripped
Front Desk
Although the front desk is not required to wear the scrubs, the expected uniform is business casual. You are the first person who the client sees when they come in and you always want to dress to impress.
No jeans, sweat pants, or leggings with logos
No hoodies, crew neck sweaters
Acceptable - all black legging, clean and wrinkle free scrubs, good condition sneakers, maintained hair, skin and nails, trendy makeup, clothing with our “Polish” logo, scrub jacket.
Unacceptable - wrinkled or torn clothing, hooded sweaters, jeans, leggings with “nike, adidas, pink etc” logo thats big and visible, anything with a logo that is not our “Polish” logo, scarves worn as head-wraps, Uggs, Crocs, body odor, halitosis
You are a reflection of our company and most importantly yourself. How you present yourself to your clients will affect your future business. When you show up as your best self your clients will notice and you will feel great!
11. Maintaining Your Area, General Housekeeping & Recycling
Neatness is a sign of quality, efficiency and professionalism. It is extra important toward the success of a salon environment. You are expected to keep your work area and materials organized, clean and in good order at all times. Any spillage must be immediately cleaned up. Report anything that needs professional cleaning, repair or replacement to your manager. Shared or guest areas should be free of personal belongings. Broken equipment due to carelessness or abuse by a team member could result in a financial payment.
Good housekeeping should be maintained at all times. Team members are responsible for the cleanliness for their own work areas, as well as, team common areas they use. Long term storage of perishable food items is not permitted. Please clean up after yourself and leave the area the same or better than originally found. Please do not bring excessive personal items into the workplace.
12. Retail Policy and Retail Commission Compensation
It is our policy to retail products through professional recommendations based on client analysis and product knowledge. It is your responsibility to recommend the proper professional products for each client and to teach him/her how to use the product at home to maintain optimum condition of nails and skin between salon visits. If you, as the salon professional, have done your job in servicing and consulting with the client, there is no need for high-pressure sales tactics to complete a sale.
It is your responsibility to prepare yourself to retail by increasing your knowledge of the professional product we carry. Education is the key to building your confidence in retailing so that you feel comfortable in recommending products on a daily basis. Read as much as you can about each product, its features and benefits. The salon will support you in this endeavor by offering new product knowledge classes in conjunction with our regular training classes.
Always remember that retail recommendation is an important part of completely servicing your client’s needs. As you learn to service these needs, you also guarantee your professional growth.
Retail Commission Compensation
To add incentive for you to retail professional products we have developed a retail plan, which works in the following manner. We will pay you your retail incentive earned monthly. The incentive increases as you retail more so please read carefully.
To receive your retail commission, you must be the primary seller that means you must initiate and close the sale. If there happens to be a situation where more than one Service Personnel is involved commission could be split. We will pay commissions on clients who have completed their service and left the salon.
13. Security & Building Keys
Certain team members may be issued a building key or lockbox code. Should you be issued one or both, it is your responsibility to refrain from loaning this key or information to anyone, including other team members, without the knowledge of Human Resources. It is strictly prohibited to copy keys without permission of the Owner. Should an emergency occur that requires you to break this policy, it is your responsibility to quickly notify your manager that the key has left your possession. Once issued a key, it is the team member’s responsibility to carry the key each and every workday. Should you misplace your key, it is critical that you immediately notify your manager upon this discovery. If a key is lost, the team member will be charged a $10 replacement fee for the key. If the locks need to be changed due to a lost key, the team member will be responsible for the cost of changing the locks.
Immediately upon separation from employment, it is essential to return your key(s) before leaving the premises on the last official work day, or sooner if requested. Individuals do not have building access after employment separation. They are treated as workplace visitors.
We are not responsible for lost or stolen items however there are measures that we can all take to ensure the security of the building and ourselves:
Never leave any door opened or unlocked
Do not exit from the back door
Be aware of guests who are acting suspiciously (notify a manager)
Lock all doors at the end of the evening
Leave the building in a group, rather than alone
Minimize the amount of personal items brought to work
Should you feel that you or our property is threatened or unsafe due to suspicious activity, get yourself to safety first. If the situation needs emergency attention, dial 911. For less urgent situations warranting law enforcement assistance, e.g. a suspicious character in the salon, suspicious client theft, or if a client/student needs to be escorted out of the building, we encourage you to report the situation immediately with the law enforcement authorities governing your location.
In the event of a robbery, remain calm and cooperate. Never refuse to give any money to a robber, or attempt to disarm them. Lock the doors immediately after the robber leaves the premises to ensure that they will not re-enter the building. Stealing is a crime and the company will prosecute people to the full extent of the law. We reserve the right to check the contents of any bag entering or leaving the building.
If a situation occurs, call the police and immediately notify the Owner and Human Resources.
14. Reasons For Which A Team Member Will Be Dismissed
Unprofessional working manner
Poor quality of work
Low percentage of repeat clientele (under 60%)
Personality incompatibility with salon image
Consistent tardiness
Theft of any kind
Use of alcohol or drugs
Obscene language
Unlawful service outside of the salon
15. Attendance and Disciplinary Point Policy
Point System: Allows for 6 Points Per Quarter
0.5 Points: Lateness (including not clocking in/out). Points are assessed per hour. Up to 1 hour late = 0.5 Points
1 Point: Uniform Violations
2 Points: Early Leave (Leaving a shift earlier than scheduled for unauthorized reasons)
3 Points: Administrative Reversals, Missed (required) Meeting, Call Out, and Unexcused Absences (Absences without a note)
4 Points: Taking off during block scheduling
5 Points: No Call, No Show (Possible automatic termination)
Additionally:
Callouts should happen by 7 a.m. or 2 hours before your shift.
If you are sent home for being visibly ill while on your shift, and you call out the next day without a doctor's note, you have 1 sick day per quarter to use without penalty. Additional call outs without a note will result in a 1 point assessment each sick day until return.
The Salon Manager has authority to terminate a team member if he/she feels that too many rules and regulations have been broken. However, the team member will not be terminated without first having an intervention meeting with management to clarify and discuss the problem(s). At all times management will communicate with you when we feel your performance and job is not up to par.
Additional Disciplinary Action Types
Coaching - This is undocumented. Coaching is correcting a broken policy at the moment. The expectation is that after coaching the behavior is corrected.
Verbal Warning - This is the final undocumented warning, after this any warning received will be documented.
Written Warning - You will have a conversation with your lead about the broken policy and then sign the disciplinary action that was presented to you. The disciplinary action will detail the incident and will include a conversation recap.
Final Written Warning - Once you've received a documented Final Written Warning you are immediately put on a 6 month probation period. Any violation of company policy during this probation period will result in immediate termination.
16. Clock In/Out Procedure
Employees must clock in and out accurately at the designated times.
If a technical issue prevents clocking in, employees must notify HR immediately.
Punctuality is essential—late arrivals will accrue disciplinary points under the attendance policy.
Failure to comply with the timekeeping policy may result in disciplinary action.
17. Safety and Sanitation
The following rules are universally applied, certainly expected and the violation of these may result in someone's severe injury or death. These rules apply in the workplace, while conducting business and/or while on company premises.
No fighting or threatening violence.
Being under the influence of or in possession of illegal drugs.
Being under the influence of substances, including alcohol, to the unlawful limit, while in the workplace, operating a motor vehicle in the course of business travel, conducting business or on company premises.
Possession of dangerous materials such as explosives or firearms in the workplace.
Negligence or improper conduct leading to damage or injury.
Operating heavy machinery without training and advance approval.
Failure to wear proper safety equipment, including gloves and safety goggles, when directed.
These following activities are also required of all team members and will certainly incur discipline and warning for any policy violation. Depending upon the severity of the activity, repetition of the violation may result in termination.
Report equipment that needs repair or is a potential safety hazard.
Don't overload or tamper with electrical outlets.
Empty lint traps.
Report to your manager immediately if you or a coworker becomes ill or injured.
Report any unsafe conditions to your manager.
No horseplay or practical jokes.
Keep aisles/hallways free of obstructions.
Refrain from smoking indoors and in unauthorized areas.
Promptly clean up spills and throw away trash.
Walk, don’t run. Climb or ascend stairs one step at a time.
Turn off or unplug space heaters when not attended.
18. Reporting Illness & Accidents
A federal law (OSHA) requires that records are maintained for all illnesses and accidents that occur during the workday. All medical emergencies and accidents need to be promptly reported to Human Resources. All accidents, regardless of necessity for medical care, must be documented.
State laws regarding workers' compensation also make it mandatory that you promptly and accurately report any illness or injury on the job. If you hurt yourself or become ill, contact your manager immediately for assistance.
If you fail to properly and timely report your illness or injury, you may jeopardize your right to certain benefits in the future.
19. Contagious Disease Policy
We seek to maintain a healthy workplace by appropriately protecting the health and well-being of all team members and guests. We are also committed to compliance with all applicable federal and state laws.
Team members are required to report any exposure to a contagious disease that might pose a direct threat to health or safety in the workplace. A team member who fails to do so is subject to discipline, up to and including discharge.
A team member concerned about being infected with a contagious disease while in the workplace should convey this concern to Human Resources.
We will not discriminate against any team member based on the individual having a communicable disease. Team members shall not be denied access to the workplace solely on the grounds that they have a communicable disease. We reserve the right to exclude a person with a communicable disease from the workplace facilities, programs and functions if the organization finds that, based on a medical determination, such restriction is necessary for the welfare of the person who has the communicable disease and/or the welfare of others within the workplace.
We may remove or reassign an infected or contagious team member if a secondary infection would pose a higher than usual risk to the team member, co-workers, or guests. We may require the team member to take a medical leave of absence, to undergo a fitness-for-duty examination, to provide a fitness-for-duty certificate from a physician, or to state the risk of exposure in the workplace with regard to his or her contagious illness.
Covid Call Out
Please do not come in if sick a (any covid symptoms)
Please let leadership know as soon as you are feeling ill
Bring one negative test at minimum of 5 days after possible exposure
20. Smoking
For the safety, health and comfort of team members and guests, smoking is not permitted indoors. Smoking is only allowed outdoors on scheduled work breaks. Please wash your hands, and freshen up prior to any contact with clients. It is further a violation of company policy to smoke or use tobacco in unauthorized areas on any premises in the course of work duties, especially where prohibited by law.
21. Staff Meetings
Quarterly staff meetings will be held every quarter, on a Friday. We will inform you by Memo one week in advance. Attendance is mandatory. Our meeting provides an opportunity for all staff members to communicate with each other and with management.
-
1. Separation of Employment
Resignation is a voluntary act initiated by the team member to terminate employment. All team members are “at will” team members and reserve the right to resign from their positions at any time. We encourage openness and honesty about your desire to leave the company. The company requests 30 days advance notice for key team member resignations and a minimum two full working weeks' written resignation notice from all other team members.
Holiday, unpaid leave or PTO are not considered work days for the purpose of serving notice. Written notice to Human Resources, rather than an immediate in-person interview, is the preferred method of resignation. We prefer written notice to verbal, as this written method allows both parties to receive the benefit of preparation prior to discussion. Failure to provide such notice or substandard performance/attitude during the notice period will adversely impact work record and, of course, any future re-employment potential with the company.
Prior to a team member's departure, an exit interview may be scheduled to discuss the reasons for and the entire employment experience, including the positive aspects.
Regardless of the reason for separation, the last paycheck will be held for the return of company property. Failure to return any company property will result in a fee and be deducted from your final paycheck. Company management reserves the right to advise clients of any team member departures.
In the event that you move, please provide us with your new address prior to year-end for tax purposes. This will ensure that you receive your W-2 form in January. Unused PTO will be forfeited upon resignation or separation of employment. The company does not pay out for unused paid time off. The days must be used in order to receive compensation.
2. Termination of Employment
Maintaining the standards of performance, conduct and attendance are expected of all team members. If you have difficulty with your workload at any time, we are ready and willing to help you. If after coaching, your work falls short of the company standards, separation of employment may become a consideration.
The company reserves the right to “terminate at will” if the company feels it would be for the betterment of the organization. In any event, this action is not taken lightly. We will make every effort to assist you, with the exception of willful misconduct on your part.
Regulations for the acceptable conduct of team members are necessary for the orderly operation of the company and for the benefit and protection of the rights and safety of all teams.
3. Custody & Return of Property
The removal of company equipment, technology, products or records from company premises without specific authorization is strictly prohibited. Team members are responsible for all company property, materials, equipment or written information issued to them or in their possession or control. Team members are required to return all property immediately upon separation of employment or at any request of company management. Immediately upon separation from employment, it is essential to return your card/key(s) before leaving the premises on the last official work day, or sooner if requested.
-
1. Payroll Distribution
Payroll is confidential and should never be discussed with other team members. Payday is weekly, on Friday. It is every team member’s responsibility to submit their time in a timely and accurate manner in order to qualify for accurate payroll processing. Direct Deposit is provided. To have your paycheck deposited directly into your checking and/or savings account(s), please contact Human Resources. Although Direct Deposit services have proven extremely reliable, the company cannot assume responsibility for communications between banking institutions which may affect these deposits.
2. Timekeeping Policies
Accurate timekeeping is essential for payroll processing and compliance. All team members must clock in and out accurately at designated times using Zenoti. Pod managers are responsible for ensuring new team members are properly trained on the system.
Failure to submit hours accurately and in a timely manner may result in a delay in pay. No special checks will be issued to correct errors caused by a team member’s failure to follow timekeeping procedures.
Clocking in or out for another team member is strictly prohibited and is considered payroll falsification, which may result in immediate termination.
If you experience technical issues preventing you from clocking in or out, you must notify your manager immediately. The manager will verify your hours with Human Resources.
For time corrections, please report them to your manager, who will coordinate with Human Resources. All other payroll-related questions should be directed to Human Resources.
Repeated errors in time submission may result in disciplinary action.
3. Absenteeism, Tardiness & Notification Procedures
As a team member you are requested to maintain an appropriate attendance record and notify the company in advance of any absence.
Arrangements for absence must be made as far in advance as possible (at least 14 days). If conflicts arise due to overlapping PTO requests, decisions will be made on a first come, first-served basis except where client needs are affected. Client workload and the safeguard of business outcomes will be paramount to any decisions granting PTO.
Should an emergency arise or unanticipated illness prevents you from coming to work without advance planning, you are expected to advise a manager before the scheduled start of your workday. Unless you provide notification of need for more than one day off, we expect you to return the following workday. Proper notification is required for each and every workday’s absence. If you have missed a day due to personal reasons and know that you are likely to incur further absence, you may request Paid Time Off (PTO) for future days where allowable by PTO policy. Such PTO must be approved in advance according to PTO rules.
You are expected to be prompt for the start of each shift. Late arrivals, extended break times or early departures without advance permission and proper notification are subject to discipline. Failure to timely and properly notify the company of an absence is considered a "No Call/No Show." Two (2) consecutive workdays of no call/no show will be, of course, considered voluntary resignation. Individual circumstances which are the result of personal emergencies may be excused at the option of the company. Should you be unable to personally contact us, we expect you to use reasonable means to have another individual contact us on your behalf, and we would, of course, expect to hear from you personally as soon as practicable along with substantiated reason for your inability to personally follow notification procedure.
Documentation of reason for any absence may be requested. Falsification of such documentation will result in termination.
Our policy is to evaluate the attendance according to the necessity of absence or tardiness and the adherence to our notification and advance planning policies. Team members are required to make all efforts to get to work. Excessive absence or tardiness will invoke a chain of discipline, as will failure to abide by notification procedure. Attendance, reliability and adherence to notification are most certainly considered in the overall performance evaluation.
4. Inclement Weather & Emergency Closings
Team members are expected to be at work unless a decision to close business operations for that day has been made. If our clients are able to make it in for their service, we make every attempt to provide them with their service(s). Should PNL&Co. close, we will contact you.
5. Personal Information Changes
It is your responsibility to promptly and privately notify Human Resources of any changes in your personal information. Your name, home and mailing addresses, telephone numbers, emergency contact and other such information as initially requested should be accurate and current at all times. It is also your responsibility to review paychecks for correct name, address, withholding and if listed, social security number. Report any errors immediately to Human Resources.
6. Hours Of Work
All team members are expected to work the number of hours and on certain days as agreed upon when hired. Your work schedule is determined by your manager based on the type of job function performed, the needs of our customers, and the needs of the Company.
The Company’s goal is to service its customers in the most cost-effective manner possible, without compromising quality. Therefore, the Company reserves the right to adjust each team member’s schedule as necessary to accommodate business and customer needs. Your flexibility and cooperation are extremely important, due to the nature of our business. Weekend work may be required and weekend scheduling, if applicable, may be subject to change based on business needs.
7. Coverage
Work schedules are prepared and reviewed to ensure adequate coverage. If you are absent, you are responsible for finding your own coverage. Your coverage must do the same services or perform the same administrative responsibilities as the intended person calling out. For every call out that is not called out in time, and/or coverage is not found, the call out will be considered an infraction.
8. Military Leave & USERRA
The company complies with all USERRA (Uniformed Services Employment and Reemployment Rights Act) guidelines, state and federal, as applicable.
9. Jury Duty
We encourage team members to fulfill their civic responsibilities by serving on jury duty when required. You must show the jury duty summons to Human Resources as soon as possible so that your manager may make arrangements to accommodate your absence. Where such condition is met, Jury Duty shall qualify as excused leave. Missed hours, as a result of jury duty, are not paid by the employer; however, they are paid by the state. When available, you are requested to pick up any shifts that are missed in your absence.
10. Immigration
The company complies with all immigration guidelines and requests of our team members, as applicable. Team members are required to give as much notice as possible about court dates, appointments, and any other related activities that may require them to miss scheduled time.
-
1. Timeline of Benefits
Immediate Benefits:
Direct Deposit of Payroll
Product Discount
Birthday Discount
After 90 Days Continuous Employment
Personal/Sick Days
After 1 Calendar Year Continuous Employment:
Anniversary Discount
Vacation / Paid Time Off (PTO)
2. Direct Deposit of Payroll
All payroll is distributed through direct deposit on a weekly basis, every Friday.
3. Team Member Discount
You are entitled to a discount on any retail supplies. This includes all skin, and nail care products in the salon. All purchases must be paid for on the same day.
Family Members: Family members may be serviced during our training events for free.
Note: No commission will be paid for these services. Nail services must be arranged with the Nail Technician themselves. Have a ticket made out before beginning service and family members should not interfere with the client's scheduling priority. Family members who receive service during regular hours will pay regular prices. No exceptions.
4. In-house Education and Training
The company is committed to continuous education as a cornerstone of professional growth and team development. To support this, we provide structured in-house training opportunities.
Compensation for Training Attendance:
Hourly team members are compensated for their time spent in in-house training sessions.
Commission-based technical team members do not receive hourly compensation for attending training, except in cases where participation is mandatory.
Managers are compensated for the time they dedicate to training and mentoring team members.
Business Closure for Training
At times, the salon may be closed to the public specifically for training purposes. When this occurs, it is important to recognize the following:
Neither the company nor team members will generate revenue during these closed-door training sessions.
This applies only when training takes place during regular business hours, requiring the salon to be temporarily unavailable to customers.
Transparency about compensation and operational impact during these training periods is essential to maintaining a professional learning environment.
We appreciate your dedication to continuous education and your commitment to fostering a culture of growth and excellence.
5. Management Open Door Policy
If you have any questions or concerns regarding your position or future growth with the company, the Management Team (including Leadership and HR) is here to support you. Where possible and practical, please request a meeting in advance
6. Marketing and Advertising
The salon takes full responsibility for salon advertising and promotional costs. We do this for everyone’s benefit.. If you would like to advertise on your own, get approval from the Owner or Human Resources.
7. Personal Discounts
Birthday discounts available
Anniversary discounts available
8. Scheduling Policy: Vacation and Paid Time Off (PTO)
Vacation requests are to be submitted to your manager, and submitted via Asana. Paid Vacation Months: Jan, Feb, and Oct. Requests are to be made at least one month prior to vacation. Team members will be eligible for unpaid vacation after 1 year of continuous employment.
Commissioned team members: Our salon will allow five paid vacation days after one year of full time employment. This will go into effect the January after your year anniversary. The rate will be determined by taking your lowest and highest month average daily rate.
Hourly team members: Our salon will allow five paid vacation days after one year of full time employment. This will go into effect the January after your year anniversary. The rate will be determined based on your current hourly wage or daily rate.
Other Vacation Guidelines: A salon observed holiday occurring within a team member’s vacation period will not be considered a vacation day. Should a death in the family occur during a team member’s vacation, the time allowed away from work will not be considered as vacation.
Holidays: The Salon will be closed on the following days: Christmas Day, New Year's Day, Easter, Thanksgiving Day, Mother's Day, the Fourth of July, Labor Day, and Memorial Day. These days will be black out periods. PTO will not be granted 1 week prior to each holiday. Exceptions for time off around the holidays may be made based on the discretion of management.
Conditions: The ability to be awarded PTO on your requested days depends entirely upon support available to cover your absence in accordance with business conditions. First come, first serve may prevail. Unused PTO does not carry forward and must be taken in the year it was earned. Requesting any time off that is not covered by your PTO accruals is considered a request for schedule modification, subject to applicable rules including, at management’s discretion, the need to pick up another shift and subject to discipline for excessive modification requests. If another team member picks up your hours on requested days, those days do not need to be made up. No two team members in a department, select mastery services, management tier at the same location may have off at the same time, regardless of the hours worked. No team member is guaranteed specific time off and any time off beyond earned PTO is considered unpaid.
9. Parental Leave
Parental Leave applies to all full-time and part-time team members who have had 12 months of continuous service with The Polish Nail Lounge immediately prior to the commencement of parental leave. Both birthing and non-birthing parents get six (6) weeks of paid parental leave (in the case of delivery by natural birth) or eight (8) weeks of paid parental leave (in the case of delivery by Cesarean section), beginning on the date of the birth. Paid leave must be taken in the first six months following the birth or adoption. For team members eligible for unpaid parental leave, paid parental leave runs concurrently with unpaid parental leave. (For example, in the case of a team member who delivers by natural birth, only the first six (6) weeks of a one-year parental leave would be paid.) Team members are eligible for either paid parental leave or adoption leave, but not both.
Taking advantage of the parental leave benefit means you are expected to return to your position at the conclusion of your leave for a period of at least six (6) weeks.
10. Bereavement Leave Policy
Full-time employees may take up to 5 consecutive days of unpaid bereavement leave per occurrence.
Additional leave may be granted on a case-by-case basis at the discretion of management.
Employees must notify HR as soon as possible and may be required to provide documentation (e.g., obituary, memorial service details).
The company strictly prohibits retaliation against employees for taking bereavement leave.
11. Return to Work Policy
It is our policy to provide transitional return to work (TRTW) tasks for any team member who has been injured due to an injury, wherever we can reasonably do so within the course of business. The transitional return to work tasks made available to the injured worker are based upon the team member's physical capabilities as assessed by his or her physician.
Injured Worker's Responsibility:
Immediately report all injuries as previously detailed.
Team members seeking medical attention must tell the treating physician about the Return to Work program.
Cooperate with the treating physician by providing the information necessary to help determine how and when you can return to the job safely.
Bring physician's recommendations to the manager promptly after each appointment.
Stay within identified physician recommendations and restrictions 24 hours per day.
Do not exceed limitations. If you have hobbies or outside interests, talk to the treating physician about possible conflicts. o Do not attempt tasks that exceed restrictions. Report any problems with work tasks to the manager immediately. If you feel that you can perform tasks that exceed current restrictions, talk to the treating physician and get new restrictions (in writing) that allow you to perform these tasks.