Elena’s voice remained calm.
“Neither did I expect to be shoved while working.”
Vivian’s gaze flickered.
Richard cleared his throat.
“Our client would like to restore the relationship with the company, provided there is a mutual understanding that future interactions will be handled professionally.”
Elena considered the wording.
“What does Ms. Ashford mean by restoring the relationship?”
Vivian answered.
“I’d like to be able to shop there again.”
“That may be possible.”
Vivian’s shoulders eased slightly.
“But there are conditions,” Elena continued.
The customer stiffened.
“Such as?”
“You must agree to the company’s conduct policy. You must not threaten, insult, or physically intimidate employees. If you have a concern about a garment or service, you may raise it with a manager or through our customer-care office. Any further incident involving harassment or physical aggression may result in permanent restrictions on access.”
Vivian looked offended.
“You’re treating me like a problem customer.”
“I’m establishing expectations for all customers.”
“Do other customers have to sign something?”
“Not unless a specific incident requires it.”
Vivian’s eyes narrowed.
“So this is about me.”
“Yes.”
The answer was simple and unembellished.
Richard glanced at Vivian.
She looked down at the table.
Elena continued.
“I’m also asking that you refrain from contacting employees directly about the incident. All future communication should go through the customer-care office.”
Vivian seemed to consider that.
“And the dress?”
“The dress has been repaired. The repair was completed at no charge.”
“I know.”
“Would you like it delivered?”
Vivian hesitated.
“Yes.”
“We can arrange that.”
Richard nodded.
“Then I believe we have a path forward.”
Elena looked at Vivian.
“One more thing.”
Vivian’s expression tightened.
“What?”
“I want you to understand that the staff are not the company’s servants. They are professionals. Their job is to help customers, but they are not required to tolerate abuse.”
Vivian’s mouth pressed into a thin line.
“I understand.”
Elena held her gaze.
“Do you?”
A long silence followed.
Finally, Vivian said, “I understand what you’re asking.”
It was not a warm response.
It was not a complete apology.
But it was an acknowledgment.
Rebecca prepared the written agreement.