Her stomach tightened.
Different VIP.
Different customer.
Another:
Mr R says man near watches makes him nervous. Security please observe.
Response:
He bought a 38k tourbillon last month lol.
Another:
Celeste says don't correct VIPs on floor.
Another:
Remember who pays our commissions.
Nia stopped.
Maya whispered:
“There’s another chat.”
“What?”
Maya searched.
PRIORITY CLIENT NOTES.
Nia felt cold.
This one had twelve people.
Managers and senior associates.
Notes about customer preferences.
Normal at first.
Champagne type.
Sizes.
Preferred fitting rooms.
Birthdays.
Then:
M. LANGFORD — does not like crowded floor, especially unscheduled browsers. Give space.
Another:
If M says someone is suspicious, alert manager first. Do not debate.
Another:
DL requests minimal visible security near him but wants “streetwear groups” watched around jewelry.
Nia closed her eyes.
There it was.
Not a written race policy.
Something more cowardly.
Codes.
Streetwear groups.
Unscheduled browsers.
Client comfort.
Nia handed phone back.
“Screenshot everything.”
Daniel leaned forward.
“We need counsel before employees start copying internal—”
Nia looked at him.
“You knew.”
His face changed.
“I knew VIP notes existed.”
“No.”
“Daniel.”
“You knew complaints had a pattern.”
He stared.
Nia continued:
“That is why you are not surprised.”
Silence.
Maya looked at him.
Anthony did too.
Daniel stood.
Walked toward window.
For several seconds he said nothing.
Then:
“We have had complaints.”
“How many?”
“I don't know exact.”
“Stop lying to me.”
He turned.
“I am not lying.”
“You know enough to know whether it is five or fifty.”
Daniel looked exhausted.
“Twenty-seven formal complaints in eighteen months.”
Maya covered her mouth.
Nia felt all sound leave the room.
“Twenty-seven.”
“Yes.”
“Racial profiling?”
“Not all.”
“How many?”
“Eleven explicitly alleged racial bias.”
“And the rest?”
“Class bias.”
“Disability.”
“Age.”
“Appearance.”
“Language.”
Nia’s voice dropped.
“Why didn't these reach me?”
“They went through retail operations.”
“You are retail operations.”
“Yes.”
“Why didn't they reach the board compliance committee?”
Daniel said nothing.
Nia stood.
“How many?”
“Three.”
“Three of twenty-seven?”
“Yes.”
“Why?”
“Because most were classified as service disputes.”
Nia stared.
“By whom?”
“Regional review.”
“Which means?”
“Me.”
Maya looked down.
Anthony’s face hardened.
Nia asked:
“Why?”
Daniel’s composure finally broke.
“Because the flagship was already under pressure.”