Chicago spread beyond the glass.
River.
Bridges.
Blue October sky.
Jim poured coffee.
Then stopped.
“Bad choice.”
Wendy looked at the dark liquid.
They both laughed unexpectedly.
The tension cracked.
Jim put the coffee away.
“Tea?”
“Water.”
He poured.
Then sat.
For several seconds, neither spoke.
Finally:
“I’m ashamed.”
Wendy looked toward him.
“Why?”
“My company.”
“Our company now.”
“That doesn't make me feel better.”
“It shouldn't.”
Jim rubbed his face.
“I built this place.”
“Yes.”
“I know people aren't perfect.”
“No company is.”
“But that?”
He shook his head.
“How does that happen at the front desk of headquarters?”
Wendy looked toward the city.
“Probably the same way most things happen.”
“Slowly.”
Jim waited.
“Small behavior tolerated.”
“Targets rewarded without considering method.”
“Supervisors promoted because they look polished upward.”
“Employees learn which truths are expensive.”
“People stop intervening.”
Jim looked toward her.
“You've already decided that?”
“No.”
“I’m forming hypotheses.”
“That's worse.”
Wendy smiled.
“Probably.”
Jim looked tired.
“Derek has excellent performance reviews.”
“I read them.”
“Top visitor-flow scores.”
“Low executive complaint rate.”
“Strong reception efficiency.”
Wendy asked:
“How many complaints from people who weren't executives?”
Jim paused.
“I don't know.”
“Exactly.”
He looked toward his desk.
The answer hurt.
Wendy continued:
“What did we measure?”
Jim said nothing.
“Executives moved through quickly.”
“VIPs got excellent service.”
“Board members never complained.”
“Of course they didn't.”
“Derek recognized them.”
Jim nodded slowly.
Wendy continued:
“We measured how reception treated powerful people.”
“Then called it customer service.”
The founder leaned back.
“Damn.”
“Yes.”
At ten-thirty, Robert Gaines entered.
Head of HR.
He carried a preliminary employee profile.
Derek Patterson.
Six years with JR Enterprises.
Started as contractor.
Promoted twice.
No formal discipline.
Three informal complaints.
Wendy immediately looked up.
“Three?”
Robert nodded.
“What happened?”
“One visitor said Derek mocked his accent.”
“Another complained of being questioned repeatedly despite valid appointment.”
“Third was a delivery driver who claimed Derek called him stupid in front of employees.”
Wendy’s face hardened.
“Outcomes?”
“First unsubstantiated.”
“Second resolved with apology.”
“Third withdrawn.”
“Why withdrawn?”
Robert looked uncomfortable.
“The contractor company requested it.”
Wendy stared.
“Why?”
“We don't know yet.”
“Find out.”