“We should provide immediate solutions when they are feasible.”
“And when they aren’t?”
“We explain why, offer alternatives, and treat the customer respectfully.”
Paul leaned back.
“That sounds reasonable in theory.”
“It also works in practice.”
He raised his eyebrows.
“Does it?”
Elena opened a folder.
Inside were customer satisfaction surveys, alteration turnaround data, employee turnover reports, and the first month’s incident statistics.
“Since we introduced the inspection process, alteration errors have decreased. Tailor overtime has fallen. We’ve had fewer complaints about garments being damaged during adjustments. Customer satisfaction has remained stable.”
Paul studied the figures.
“What about the difficult clients?”
“We’ve had three complaints about the new conduct policy. Two were resolved through explanation. One customer chose to shop elsewhere.”
“And the revenue?”
“Not meaningfully affected.”
Paul frowned.
“You’ve only had a month.”
“That’s true. We’ll continue measuring.”
He looked through the data again.
“You’re confident.”
“I’m committed to finding out what works.”
Paul closed the folder.
“I suppose we’ll see.”
Elena nodded.
“Yes. We will.”
The incident with Vivian had become a quiet story among the employees.
No one spoke about it in front of customers, and Elena discouraged gossip. But the staff remembered the moment Daniel had announced that the woman Vivian had shoved was now the owner of the company.
For some, the revelation had been satisfying.
For others, it was unsettling.
Sophie, in particular, found herself replaying the confrontation.
She remembered how Vivian had insulted Elena, how the customer’s hand had tightened around the dress, and how the entire room had gone still.
She also remembered Elena’s response.
No shouting.
No dramatic threats.
Just a calm request for the incident log and the footage.
Sophie wondered whether she could ever remain so composed.
One evening, after closing, she asked Elena.
“Were you scared when she shoved you?”
Elena was reviewing a set of inventory reports in the office.
She looked up.
“Yes.”
Sophie seemed surprised.
“You were?”
“Of course.”
“But you didn’t look scared.”
Elena considered that.
“Fear doesn’t always look the way people expect.”
Sophie sat in the chair opposite her.
“I thought you weren’t afraid of her.”
“I was angry. I was also trying to make sure the situation didn’t get worse.”
“Did you want to shove her back?”
Elena smiled slightly.