"That decision will depend on the full review of today's incident and your previous performance."
Vanessa nodded.
For the first time, she understood that the problem was not simply that she had failed to recognize a wealthy customer.
The problem was that she had treated someone poorly because she believed he was not wealthy.
CHAPTER 9: THE WATCHMAKER'S CONFESSION
Later that afternoon, Daniel Foster returned with additional information.
He had inspected the watch more thoroughly.
The damage was not accidental.
Several components had been replaced with lower-quality parts.
Daniel explained that the unauthorized technician might have attempted to make the watch function without using the correct original components.
Arthur listened carefully.
"Can the original condition be restored?"
Daniel nodded.
"Possibly, but it will require specialized work."
Arthur looked relieved.
"Then we should do it properly."
Michael asked:
"How long will it take?"
"Several weeks, perhaps longer."
Arthur smiled.
"Take your time."
Daniel hesitated.
"Mr. Bennett, may I ask you something?"
"Of course."
"Is it true that you designed this movement with your father?"
Arthur nodded.
"Yes."
Daniel looked at the watch.
"My grandfather used to repair watches. He taught me that the smallest components often matter the most."
Arthur smiled.
"Your grandfather was right."
Daniel continued.
"I studied your original designs during my training. I never imagined I would get to meet you."
Arthur laughed.
"Then I hope the meeting has been useful."
Daniel smiled.
"It certainly has."
Michael watched the exchange.
He realized that the most knowledgeable person in the store had not been the sales associate or the inventory manager.
It had been the customer they had initially refused to serve.
CHAPTER 10: THE OWNER MAKES HIS DECISION
Michael called an emergency management meeting.
The senior staff gathered in the conference room.
Arthur was invited to attend.
He did not want special treatment.
He simply wanted to ensure that the problems were properly addressed.
Michael opened the meeting.
"Today's incident revealed several failures in our business."
He placed the customer service report on the table.
"First, we have employees making assumptions about customers based on appearance."
He placed the inventory report beside it.
"Second, we have inadequate controls over valuable products."
Then he placed the training report on the table.
"Third, we have failed to provide employees with sufficient product knowledge."
The room remained silent.
Michael continued.
"We are going to review our procedures, strengthen inventory controls, and retrain the entire sales team."
He looked toward Vanessa.
"Every customer deserves the same professional treatment."
Then he turned toward Arthur.