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Verbal Warning vs. Write-Up
A Leader's Decision Guide · Chick-fil-A West End
The principle: We coach before we discipline, and we discipline before we separate. Each step gives a team member a clear, fair chance to correct course. Match the response to the severity of the issue and the history behind it.
Quick Decision: Ask These 4 Questions
Is this the first time? First-time + minor → lean verbal. Repeat → lean written.
Did they know the expectation? If the standard was never clearly set, coach and re-train first.
What's the impact? Safety, food safety, cash, guest experience, or team trust at stake → written.
Is there a policy that governs it? Attendance and similar policies have set steps — follow the policy, not your gut.
Side-by-Side
Use a VERBAL WARNING when…
It's the first occurrence of a minor issue
The behavior is coachable and likely a one-off
It looks like a genuine mistake or oversight
The expectation may not have been fully clear
A quick course-correction is all that's needed
There's no safety, cash, or guest impact
Use a WRITE-UP when…
The same issue continues after a verbal warning
The first offense is serious on its own
A policy step calls for written documentation
Safety, food safety, or cash handling is involved
It hurt the guest experience or team trust
A pattern is forming that needs a paper trail
Typical verbal-warning situations
Minor, occasional lateness still within attendance policy
Uniform or grooming standard missed
Phone use on the floor
A small procedural miss (skipped a step, wrong sequence)
An off day in attitude or energy that's out of character
Typical write-up situations
Repeated tardiness or an unexcused absence under the attendance policy
Insubordination or refusing a reasonable directive
A food-safety or workplace-safety violation
A cash drawer discrepancy or handling error
Disrespect toward a guest or teammate
Continued failure to perform the role after coaching
Skip the Steps — Escalate Immediately
Some conduct is serious enough to warrant an immediate write-up or suspension/termination, regardless of whether a verbal warning was ever given. Loop in David before acting when any of these surface:
Theft, dishonesty, or falsifying records
Violence, threats, or harassment
Being under the influence at work
A deliberate safety or food-safety violation that endangers others
Walking off a shift or abandoning a post
How to Deliver Either One Well
Private and timely. Address it one-on-one, soon after it happens — never on the floor in front of others.
Be specific. Name the exact behavior and its impact, not a vague label like “bad attitude.”
State the expectation. Make crystal clear what “right” looks like going forward.
Name what's next. Explain the consequence if it continues. No surprises later.
Stay consistent. Hold every team member to the same standard — fairness protects you and the team.
Let them respond. Hear their side; sometimes there's context that changes the call.
Document both. Even a verbal warning should leave a short note — date, behavior, what was discussed. If a verbal isn't written down anywhere, it didn't happen when you need it later. A write-up should be signed by the team member (or note their refusal to sign) and filed.
When in doubt, default to coaching — but don't let a documentable pattern slide. The goal is a fair, clear, consistent path that helps people succeed.
