Chick-fil-A West End

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West End FSU 03621 β€” leadership team

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Verbal vs Write-Up
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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

  1. Is this the first time? First-time + minor → lean verbal. Repeat → lean written.
  2. Did they know the expectation? If the standard was never clearly set, coach and re-train first.
  3. What's the impact? Safety, food safety, cash, guest experience, or team trust at stake → written.
  4. 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.

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