When Courtesy Crosses the Line: A Policy Reflection from Shift 10-8-25

When Courtesy Crosses the Line: A Policy Reflection from Shift 10-8-25

My shift on 10-8-25 was busy, which I usually appreciate. The pace keeps me engaged, and before I knew it, the day was done. But something about this shift stuck with me. Around 3:00 a.m., I woke up replaying the events in my mind. What I witnessed raised questions about workplace boundaries, accountability, and the importance of consistent policy enforcement.

For clarity, I’ll refer to two off-the-clock employees as E (female cashier) and S (male cashier).

Off-the-Clock Conduct: Where Do We Draw the Line?

E arrived before her scheduled shift, not in uniform. S was also present, though neither was clocked in. They lingered at the host stand, watching the floor and occasionally glancing in my direction. E’s behavior was energetic—jumping around in a way that felt more playful than professional. While I don’t mean that as an insult, it’s worth noting that even off-the-clock employees represent the company in the eyes of guests.

This raises a policy question: What are the expectations for employee conduct while off the clock but on the premises? Are there guidelines for how employees should present themselves before their shift begins?

Unclear Transactions: A Shrink Training Moment?

S appeared to be waiting for something, so I asked if I could assist. He mumbled a response I couldn’t fully understand, but I took it to mean he’d been helped. E later stated that S had a to-go order in the system. I checked—nothing under his name. He was holding two large soft drinks, and E remarked, “They must have given these to you.”

This moment felt like a “see something, say something” scenario, as we’re taught in our monthly Shrink training. But I hesitated. Was this a sanctioned courtesy? Was it common practice for servers to give drinks to off-the-clock employees without ringing them up?

I’ve seen shift leaders walk through with drinks during their shift, but this felt different. If drinks are being handed out without documentation, it could represent a loss to the company. If it’s allowed, it should be clearly stated in policy. If not, it needs to be addressed.

Retail Transactions and Public Corrections

Later, S purchased retail items using his employee discount—appropriate and properly processed. At the end of my shift, I encountered a register issue that required a manager’s assistance. I removed my apron discreetly near the restrooms and returned for the pocket pat.

The retail manager arrived and began resolving the issue. E was now on the register next to me, and a guest was nearby. The manager asked if I remembered selling two children’s outfits. At first, I didn’t recall. She prompted me with details, and I remembered: a guest had considered the items, asked for the markdown price, then declined, saying she could find similar quality at Kohl’s

I had suspended the transaction, unsure of the proper procedure. The manager explained—quietly but audibly to those nearby—that I could have voided the items instead. Her tone was instructional, but it felt like a reprimand. The guest’s expression suggested discomfort, and I wondered: Should corrections be delivered more discreetly?

Policy Questions That Deserve Answers

This shift left me with several questions that point to the need for clearer policies:

• Off-the-clock conduct: What are the expectations for employees who are present but not clocked in? Should they be in uniform? Should they avoid guest-facing areas?

• Unpaid items: Are off-the-clock employees allowed to receive drinks or food without payment? If so, what documentation is required?

• Suspended transactions: What is the correct protocol when a guest changes their mind mid-transaction? Should we void items or suspend the sale?

• Manager feedback: How should corrections be delivered when guests are present? Is there a standard for discretion and tone?

Final Thought: Policy Is Protection

Policies aren’t just rules—they’re protections. They protect the company from loss, employees from confusion, and guests from discomfort. When policies are clear, consistent, and enforced with professionalism, everyone benefits.

I’m still learning, still observing, and still committed to doing things the right way. But I believe documenting these moments helps us all reflect on what kind of workplace culture we’re building—and how policy can support it.