She had already sized up Diana based on her appearance and made assumptions about what kind of customer she was dealing with. “Hi there,” Patricia had said in a voice that was just a little too cheerful, a little too condescending. “Are you looking for something special today?” Diana, who had had no idea that she was being judged, had responded with genuine enthusiasm. “Yes, I’d like to see the Aurora collection.”
The moment Diana had said those words, Patricia’s fake smile had faltered. The Aurora collection hadn’t been something you showed to casual browsers. These had been museum-quality pieces that required serious buyers with serious money. Patricia’s voice had taken on a different tone as she said, “Oh, those are our premium pieces. They start at two hundred thousand dollars.”
Diana had been able to hear the change in Patricia’s voice, but she had given her the benefit of the doubt. Maybe Patricia had just been trying to be helpful by explaining the price range. “I understand,” Diana had replied calmly. “I’d still like to see them.” Now, Patricia had been in an uncomfortable position. She hadn’t been able to just refuse to show the jewelry. That would have been too obviously discriminatory.
But she also hadn’t wanted to waste time with someone she had decided couldn’t afford these pieces. So she had tried a different approach. “Do you mind if I ask what the occasion is?” Patricia had asked, hoping to find a reason to steer Diana toward less expensive options. Diana had been genuinely puzzled by the question. In all her years of buying and selling jewelry, she had never been asked to justify why she wanted to look at something.
“Does it matter?” she had asked. Reluctantly, Patricia had unlocked the Aurora display case, but she had hovered over it protectively, like she was guarding the crown jewels from a potential thief. She had moved slowly, clearly hoping that Diana would get bored and walk away. But Diana hadn’t walked away.
Instead, she had leaned in to examine the pieces with the practiced eye of someone who had been in the jewelry business for over two decades. She had pointed to the centerpiece necklace and said, “The cut on this diamond is exceptional. Colombian origin.” Patricia had been completely caught off guard. How had this woman known about diamond origins just by looking? Customers didn’t usually have that kind of knowledge.
“How did you—I mean, yes,” Patricia had stammered. Diana had continued her examination, and what she had said next should have made Patricia realize she was dealing with someone who knew more about jewelry than most people in the business. “The clarity is flawless, but I noticed the setting could be improved. The prongs are slightly uneven.”
Now, Patricia had been getting defensive. No one had criticized the craftsmanship in her store, especially not some random customer who had driven up in a Honda Civic. “Our pieces are crafted by master jewelers,” she had said stiffly. Diana, still trying to be diplomatic, had replied, “I’m sure they are. I’m just very particular about quality.” That’s when everything had changed.