“Then we’ll review the customer-service policies, the employee escalation procedures, and the way management responds to complaints.”
“Understood.”
“And I want a written account of every previous incident involving physical aggression toward staff.”
Daniel stiffened.
“I’m not sure we have a formal record of all of them.”
“Then we need to understand why.”
He looked at the desk.
Elena leaned forward slightly.
“Daniel, I didn’t buy this company to punish people for being afraid. I bought it because I believe the business can be better. But that requires honesty. If the company has allowed employees to be mistreated, we need to acknowledge it.”
Daniel nodded.
“I understand.”
“Do you?”
He met her eyes.
“Yes.”
“Good. Then let’s begin.”
The incident review took three days.
Security provided footage from the tailoring area and the entrance. The recording confirmed that Vivian had seized the dress, pulled against the seam, and shoved Elena. It also captured the racial slur and the threat to have her fired.
Witness statements were consistent.
The garment inspection found that the dress had already been altered once, contrary to Vivian’s claim. The side seam had shown tension before the confrontation. The tear had occurred when Vivian pulled the gown.
The atelier completed the repair the following evening.
Elena reviewed the documentation herself.
She did not want the staff to think that the new owner would use the incident as an excuse to abandon professional standards. Vivian had behaved abusively, but the gown still deserved careful treatment.
When the repair was finished, Mr. Chen brought it to Elena’s office.
The seam had been reinforced. The lining had been restored. The embroidery remained intact.
“It’s ready,” he said.
Elena examined the work.
“Beautifully done.”
Mr. Chen nodded.
“Thank you.”
“Please make sure the team receives credit for the repair.”
“They will.”
Elena looked up.
“And Mr. Chen?”
“Yes?”
“I want to discuss the tailoring department’s workload with you next week.”
He seemed uncertain.
“Is something wrong?”
“Not with your work. I want to understand the demands placed on your team and whether you have the resources you need.”
For a moment, his face softened.
“That would be good.”
When he left, Elena called Rebecca.
“The incident review is complete.”
“Any surprises?”
“Not about the incident. But there’s a larger pattern.”
Rebecca was silent.
“Employee reports?” she asked.
“Some. Not enough. People have learned not to document what happens.”
“That can be difficult to address.”
“I know.”
“Have you decided what to do about Vivian?”
Elena looked through the glass wall toward the store.
“I’m not going to make the decision emotionally.”
“Good.”
“She’ll receive the incident findings, the repair documentation, and a written notice about conduct expectations. Her future access to the boutique will depend on whether she accepts those terms.”