While Richard struggled to maintain his composure, Frank continued examining the black truck with Tyler.
The contrast between the two men was almost amusing. Frank appeared completely relaxed, while Richard looked as though he had just received the worst news of his professional life.
Tyler opened the driver's door.
"Would you like to take a closer look at the interior, sir?"
"Certainly."
Frank stepped closer and examined the cabin. The seats were covered in premium black leather, the dashboard featured a large digital display, and the center console contained several advanced controls.
"Very impressive," Frank remarked.
Tyler smiled.
"The manufacturer has made quite a few improvements to this year's model. The suspension is more comfortable, and the cabin is noticeably quieter than the previous generation."
"How does it perform when towing?"
"Very well. Depending on the configuration, it can handle substantial towing loads. I can show you the exact specifications."
Frank nodded.
"Please do."
Tyler retrieved a brochure and began explaining the different options.
Richard watched from a short distance.
He couldn't understand why Frank was still acting so casually. If the elderly man had just been humiliated in front of several people, surely he would be angry. Surely he would demand an apology or insist on speaking with the owner.
But Frank behaved as though nothing particularly unusual had happened.
That made Richard uncomfortable.
He approached again.
"Sir, perhaps we should arrange a more formal consultation once Mr. Harrison arrives."
Frank glanced up.
"Why would we need to do that?"
"Because this is a substantial transaction. We usually prefer to have senior management involved."
Frank gave a faint smile.
"I thought you wanted to save time."
Richard's jaw tightened.
"That was before I understood the circumstances."
Frank closed the brochure.
"That's precisely the problem, isn't it?"
Richard looked confused.
"What problem?"
"You changed your behavior when you thought I had influence. But a few minutes ago, you were perfectly comfortable treating me like someone who didn't belong here."
Richard looked toward the floor.
"Sir, I acknowledge that the situation could have been handled better."
"Could have been handled better?"
Frank repeated the words slowly.
"That's an interesting way of describing what happened."
Richard attempted another smile.
"I apologize if you felt disrespected."
Frank looked directly at him.
"I didn't ask you to apologize because my feelings were hurt. I asked you to understand what you did."
Richard said nothing.
Frank turned back toward Tyler.
"Tell me, son. How long have you worked here?"
"About four months."
"Do you enjoy it?"
Tyler hesitated.
"I did, sir."
Frank noticed the change in his answer.
"What happened before today?"
Tyler looked uncomfortable.
"Nothing serious."
Richard immediately interrupted.
"Tyler, there's no need to discuss internal company matters."
Frank slowly turned.
"I asked him a question."
Richard swallowed.
Tyler took a breath.
"Sometimes it's difficult. We're expected to meet sales targets, which is understandable. But there are days when customers come in just to ask questions, compare prices, or learn about different vehicles. I try to help them anyway."
"And management doesn't like that?"
"I think Mr. Coleman believes we should focus on customers who are ready to purchase."
Frank nodded.
"How do you identify those customers?"
Tyler looked down.
"That's part of the problem. Sometimes people don't look like they're interested in spending much money, but they actually are."
Frank smiled slightly.
"Exactly."
He reached into his jacket and removed a small notebook.
It was old, with a worn leather cover and several folded papers tucked inside.
He opened it and looked at a handwritten list.
Tyler noticed the notebook.
"Do you keep track of vehicle information, sir?"
"Something like that."
Frank turned a page.
"I've always believed that important decisions should be written down. Especially decisions involving money."
He closed the notebook.
Then he looked toward the showroom entrance.
"Mike should be here soon."
Richard's expression tightened again.
He had worked with Mike Harrison for years. He knew the owner was demanding, but he also knew something else: Mike rarely became personally involved in ordinary customer complaints.
If he was driving to the dealership himself, there was a reason.
Richard began wondering whether Frank was a relative, an investor, or perhaps a business associate.
He considered asking.
But he couldn't bring himself to do it.
A few minutes later, Frank's smartphone vibrated.
He glanced at the screen.
It was a message from Mike.
I'm five minutes away. Please don't leave. I want to make this right.
Frank typed a brief reply.
Take your time. I'm looking at the truck.
He slipped the phone away.
Then he turned toward Tyler.
"Do you know why I asked about the warranty?"
Tyler shook his head.
"No, sir."
"Because I don't buy expensive things without understanding what happens after the purchase. Anyone can make a beautiful product. What matters is whether the company stands behind it."
Tyler nodded.
"That's a very good point."
Frank looked around the dealership.
"And the same applies to businesses. A company can have beautiful buildings, expensive vehicles, and impressive advertisements. But none of that matters if the people representing it don't understand how to treat others."
Tyler smiled faintly.
Richard heard every word.
He was beginning to feel as though the conversation was no longer about a truck.
It was about him.
And for the first time in his career, he had no idea how to defend himself.