The Founder asked:
“Yes what?”
“Yes, it’s happened.”
The manager closed her eyes.
The associate continued.
“Not always like tonight.”
“Usually it’s quieter.”
“What happens?”
The associate looked toward the manager.
Then forced herself to continue.
“People get redirected.”
“Which people?”
“Anyone she thinks won’t spend.”
“How does she decide?”
The associate began crying harder.
“I don’t know.”
The Founder said gently:
“You do.”
The associate nodded.
“Clothes.”
“Age.”
“Accent.”
“Race sometimes.”
The manager opened her mouth.
The Chairman raised one hand.
She stopped.
The associate continued.
“Sometimes people come in and she tells us not to waste time.”
“She says we should protect conversion numbers.”
The Founder’s expression changed.
“Conversion numbers?”
“Yes.”
“What does that mean?”
“If somebody looks like they won’t buy, we’re supposed to move them toward lower-price items.”
“Quickly.”
“Keep senior associates free.”
The Founder stared toward the manager.
The manager whispered:
“That is not a policy.”
The Founder nodded.
“I know.”
The manager looked up.
The Founder continued.
“That’s why I’m asking who invented it.”
The associate looked down.
No further answer was needed.
Another employee raised her hand.
Older.
Maybe fifty.
“I reported it.”
The Chairman turned.
“When?”
“Last year.”
“To whom?”
“Regional management.”
The Chairman’s face changed.
“And?”
The employee laughed bitterly.
“They told me the flagship had the highest revenue per square foot in the company.”
The Chairman went pale.
The Founder looked toward him.
He knew what that meant.
Profit had become the answer.
The employee continued.
“They said we shouldn’t confuse an aggressive sales culture with discrimination.”
The Founder repeated the phrase slowly.
“Aggressive sales culture.”
“Yes.”
The Founder looked toward the attorney.
“Find the report.”
“Tonight.”
The attorney nodded.
The Founder turned toward the manager.
The manager was crying silently now.
The Founder did not enjoy it.
That surprised several customers.
They expected triumph.
Revenge.
A billionaire humiliating the person who humiliated her.
Instead the Founder looked tired.
She asked:
“How long have you worked here?”
The manager answered:
“Eleven years.”
“How long as flagship manager?”
“Four.”
“Sales before that?”
“Yes.”
“Were you good?”
The manager looked confused.
“What?”