Diana caught the quiet exchange between them, the familiarity of two people who had become accustomed to protecting each other from unnecessary reprimands. Kevin carefully replaced the Aurora piece and turned the key. He offered Diana the water Ashley had promised and asked whether she would like to continue examining the necklace once another specialist was available. Diana thanked him and said she would wait.
She considered telling him her name. She could have ended the entire misunderstanding with two words, and part of her wanted to because she was beginning to feel an old humiliation she had thought success had dulled. But Kevin's sincere attempt to solve the problem persuaded her to observe a little longer. She wanted to know what happened when staff members tried to follow their training but their manager did not.
The next fifteen minutes unfolded in small, revealing contrasts. Patricia invited the Blackstones into velvet chairs beneath the brightest display lights, while Diana remained standing beside the Aurora counter. Patricia described a diamond bracelet's provenance in affectionate detail, then brought out a matching pair of earrings that had not been requested. She offered sparkling water, champagne, and a private appointment room, each courtesy delivered with the cheerful certainty that the Blackstones deserved it.
Diana watched without resentment toward the couple. They had every right to enjoy good service, and she wanted them to receive it. What sickened her was that the same store could produce warmth so easily and withhold it so deliberately. Hospitality was not scarce; nobody had to take a glass of water away from the Blackstones in order to give one to her.
When Ashley returned from the stockroom, she placed a fresh glass of water within Diana's reach despite the risk of another reprimand. Diana noticed that Ashley's hands were trembling slightly as she adjusted the coaster. "Thank you," Diana said, deliberately meeting her eyes. "You didn't need to rush."
"I wanted to make sure you had what you asked for," Ashley replied. Her voice sounded as though she was trying to keep it steady. "You shouldn't have to wait for something as simple as water."
The words brought Diana's grandmother unexpectedly close. She saw the old kitchen table, the bracelet resting between them, and Evelyn explaining that the price of an object could not determine the worth of the person standing beside it. Diana blinked once and looked back at the showroom. The atmosphere was beautiful, the gemstones exquisite, and the lesson had somehow been forgotten by the person in charge.
Near the Blackstones, Patricia told a story about an upcoming private auction. Mrs. Blackstone laughed politely, but her eyes kept returning to Diana. She was beginning to understand that the woman had been waiting far longer than was reasonable. Once or twice she seemed about to say something, but Patricia filled every pause with another recommendation.
Kevin checked the clock behind the service counter. Fifteen minutes had passed since Patricia left the Aurora cabinet, and Diana had not been offered a replacement specialist or an appointment. His responsibilities included staff schedules, transaction approvals, and inventory controls, but they also included customer satisfaction. He walked toward Patricia, waited until the Blackstones finished discussing a necklace, and quietly mentioned that the other customer was still waiting.