“It looks like it’s doing its job.”
Her mother laughed.
The Founder smiled at the monitor.
The associate asked:
“What does your daughter think is wrong with it?”
“She thinks twelve years is too long.”
“Your daughter may have a point.”
“I don’t like her either.”
They laughed.
The associate showed bags across three price ranges.
She asked budget before assuming.
When the mother said:
“I don’t know what these things cost,”
the associate explained without condescension.
Eventually her mother found a modest leather shoulder bag.
Price:
$2,400.
She nearly choked.
“Two thousand four hundred dollars?”
The associate nodded.
“I know.”
“For a purse?”
“Yes.”
“Does it cook?”
The associate laughed.
“Unfortunately not.”
Her mother put it down.
“Show me the cheapest thing you sell.”
The associate showed her a small card case.
$480.
Her mother stared.
“I’m leaving.”
The associate smiled.
“No problem.”
At the door, she said:
“If you ever want to come back just to look, you’re welcome.”
Her mother left.
The Founder called immediately.
“Well?”
“Your prices are criminal.”
The Founder laughed.
“How was the employee?”
“Sweet girl.”
“Did you feel pressured?”
“No.”
“Judged?”
“Only for my opinion about the purse.”
“Good.”
Her mother became quiet.
Then:
“You know what I liked?”
“What?”
“She didn’t know me.”
The Founder understood.
Her mother continued.
“She was kind before she knew whether I mattered.”
The Founder looked toward the screen.
“Yes.”
“That’s the whole thing, isn’t it?”
“Yes.”
Her mother sighed.
“You spent millions figuring out what I told you when you were twelve.”
The Founder laughed.
“Consulting invoice?”
“Too late.”
A year after the incident, the company’s sales increased eleven percent.
The board celebrated.
The Founder was careful.
She did not let them conclude fairness had become profitable and therefore worthwhile.
At the annual meeting, a director said:
“Maybe inclusive service is simply good business.”
The Founder looked at him.
“It is.”
Then:
“But if sales had fallen three percent, would dignity become bad business?”
The director stopped.
The Founder continued.
“We should appreciate financial benefit.”
“We should not make morality dependent on quarterly validation.”
The room became quiet.
Afterward, the Chairman found her near the window.
“You enjoy making board members uncomfortable.”
“A little.”
He smiled.
Then became serious.
“I’m retiring.”
She turned.
“When?”
“End of year.”
“Why?”
“I’m seventy.”