The Black sales associate looked up.
The Chairwoman noticed.
“What happened?”
The manager’s mouth tightened.
“I was following procedure.”
The Chairwoman rested one hand on the counter.
“Good.”
The manager blinked.
“Good?”
“That makes this easier.”
“How?”
“If you were following procedure, show me the procedure.”
The manager stared.
The Chairwoman continued.
“The written one.”
Silence.
“The policy requiring customers without appointments to be sent to silver.”
Nothing.
“The insurance rule requiring purchasing capacity before merchandise can be handled.”
Nothing.
“The standard permitting managers to strike a customer’s hand.”
The manager flinched.
“I did not strike you.”
The security guard spoke.
“You did.”
The manager turned.
“Stay out of this.”
The Chairwoman looked at him.
“What did you see?”
The guard hesitated.
The regional director said:
“You may answer.”
The manager’s face hardened.
The guard looked at the Chairwoman.
“You reached toward the tray.”
“Yes.”
“She slapped your hand away.”
The manager snapped:
“I redirected her hand.”
The Black sales associate suddenly spoke.
“No.”
Everybody turned.
Her voice shook.
The manager stared at her.
The associate swallowed.
“You slapped her.”
The manager looked betrayed.
“You are finished here.”
The Chairwoman’s voice cut through the room.
“No one is finished until I decide what happens next.”
Silence.
She looked at the associate.
“How long have you worked here?”
“Eight months.”
“Do customers get directed to different parts of the store?”
The manager interrupted.
“This is completely inappropriate.”
The Chairwoman did not look at her.
“Do they?”
The associate looked toward the floor.
“Yes.”
The manager closed her eyes.
The Chairwoman waited.
“How?”
The associate spoke carefully.
“If someone looks like a serious private client, we notify a senior jeweler.”
“And if they don't?”
“They’re usually sent toward silver or entry-level gold.”
“Usually?”
The associate nodded.
“Who decides?”
She looked at the manager.
No one needed the answer.
The Chairwoman asked:
“Are there written customer tiers?”
“Yes.”
The regional director looked surprised.
“What?”
The associate looked at him.
“In the local training binder.”
The manager stepped forward.
“Those are sales categories.”
The Chairwoman turned.
“Bring me the binder.”
The manager froze.
The Chairwoman repeated:
“Please.”
The word was polite.
The manager felt no choice inside it.
She disappeared into the office.