David looked embarrassed.
“Yes.”
“Tell me.”
“You are the founder of Franklin Metropolitan and majority voting shareholder of the holding company.”
Arthur nodded.
“Would you have treated me differently yesterday had you known?”
David hesitated.
That hesitation answered the question.
Arthur said:
“Be honest.”
“Yes.”
David’s voice was barely audible.
Arthur leaned back.
“That is why we are here.”
David quickly added:
“I made an error in judgment.”
“You made several.”
“I apologize.”
“To me?”
“Yes.”
Arthur shook his head.
“That is not enough.”
David’s expression changed.
“I understand you were offended.”
Arthur’s eyes sharpened.
“No.”
“You still don’t understand.”
He pointed toward the lobby beyond the glass wall.
“This bank has thousands of customers who do not own sixty percent of anything.”
“Some have ten dollars.”
“Some have ten million.”
“Some speak polished English.”
“Some do not.”
“Some arrive in tailored suits.”
“Some arrive in work boots.”
“The purpose of our service standard is that the employee at this branch does not decide who deserves dignity before checking the account.”
David looked down.
Arthur continued.
“You did not fail because you insulted the owner.”
“You failed because you believed insulting an ordinary old man would have been acceptable.”
No one spoke.
Arthur turned toward Sarah.
“Ms. Bennett.”
She straightened.
“Yes, sir.”
“You were the first person I approached.”
“Yes.”
“What did I ask?”
“For help with an account.”
“What did you do?”
“I told you it would take time.”
“Before checking.”
“Yes.”
“You also suggested I might have entered the wrong bank.”
Sarah’s face reddened.
“Yes.”
“Why?”
She struggled.
Finally:
“Because of how you were dressed.”
Arthur nodded.
“That is honest.”
Sarah looked close to tears.
“I’m very sorry.”
Arthur’s tone remained firm but not cruel.
“Did you know our service policy?”
“Yes.”
“Does it say a customer’s appearance is a substitute for verifying records?”
“No.”
“Then yesterday was not a training gap.”
“It was a judgment gap.”
Sarah lowered her head.
Arthur turned toward Michael.
“Mr. Reyes.”
“Yes, sir.”
“Why did you approach me?”
Michael looked uncomfortable with the attention.
“You were sitting there a long time.”
“That’s all?”
“And everyone was staring at you.”
“How did that make you feel?”
Michael thought.
“Embarrassed.”
“For yourself?”
“For the bank.”
Arthur nodded slowly.
“What authority did you have?”