"Why?"
"Because the shoes were unworn, and the customer had documentation showing when she returned to the city."
Amara nodded.
"That doesn't guarantee a refund, but it gives us more information."
"Exactly."
She looked at Samuel.
"Are you comfortable with the decision?"
"I am. I don't want the team making exceptions simply because a customer becomes upset, but I also don't want them refusing to consider reasonable circumstances."
"That's the balance."
Samuel closed the report.
"The team is doing better. Some employees have adjusted quickly. Others still need support."
"Any concerns about retaliation?"
"Nothing new. Gloria's schedule is back to normal. Daniel has been using the confidential reporting channel, and employees seem more comfortable raising questions."
"What about Lauren?"
"She completed the revised training program. She's no longer in the senior-associate role, but she's been helping with customer education and product information."
"And Sophia?"
"Her improvement plan is still active. Her customer feedback has improved, and she has been meeting with the training supervisor every two weeks."
Amara nodded.
"Good."
Samuel looked toward the showroom.
"Would you like to walk around?"
"Yes. But don't announce that I'm here."
He smiled.
"I wasn't planning to."
"Good."
They began near the handbag display.
A young woman in a pale green coat was examining a leather tote. She held it carefully, looking at the stitching along the sides and testing the weight of the handles.
An associate approached.
"Good morning. Would you like me to explain the differences between the two sizes?"
The woman smiled.
"Yes, please."
The associate introduced herself as Jasmine and began explaining the interior compartments, strap length, available colors, and differences in leather finish.
Amara watched from several feet away.
There was no pressure.
No attempt to steer the customer toward the most expensive option.
Jasmine asked how the woman intended to use the bag and listened carefully to her answer.
"For work, mostly," the woman explained. "I carry a laptop, a notebook, and sometimes a change of clothes. But I don't want something that looks too large."
Jasmine nodded.
"Then I would suggest comparing these two. This one has a more structured shape, while the other is slightly softer. The second has a wider opening, which may make it easier to access your laptop."
"Is the leather on both the same?"
"Not exactly. The grain is different, so the surface will age differently. I can show you how to care for each one."
The customer listened, then thanked her.
"I think I want to think about it."
"Of course," Jasmine replied. "Take your time. I'll be nearby if you have another question."
The woman continued browsing.
Amara turned to Samuel.
"Who was that?"
"Jasmine. She joined three months ago."
"She's doing well."
"She is. Her product knowledge is excellent."
"Does she meet her targets?"
Samuel smiled.
"She does."
"Good. But I hope she knows that isn't the only reason we value her."
"I believe she does."
They moved toward the shoe section.
A man in a gray jacket was asking whether a particular style came in a wider fit.
The associate checked the inventory system.
"We don't have that width in this location today, but I can check the distribution center."
"Would that take long?"
"Usually two or three business days, depending on availability."
The customer considered it.
"Maybe I'll come back another day."
"Of course. Would you like me to write down the product number so you can find it easily?"
"That would be helpful."
The associate prepared a small card and handed it to him.
The man thanked him and walked toward the exit.
Amara noticed that the associate did not look disappointed or impatient.
He did not try to force the man to place an order.
He simply returned the shoes to the display and helped another visitor.
It was a small moment.
But small moments were where the old culture had once lived.
Victor Harrington had not needed to shout at every customer to make people uncomfortable. Sometimes all it took was a glance, a dismissive tone, or a refusal to answer a simple question.
The new culture would be measured in moments that might never appear in a formal report.
A customer who felt comfortable asking a question.
An employee who did not judge someone by their clothing.
A visitor who could leave without buying anything and still feel welcome.
Those were the changes Amara wanted to see.
Sophia's Second Chance
As they approached the back of the showroom, Amara noticed Sophia Bennett speaking with a customer.
The customer was holding a handbag with a visible mark near the stitching.
Sophia examined it carefully.
"I understand why you're concerned," she said. "Let me document the condition and check whether this item came from an affected production batch."
The customer looked worried.
"Does that mean it's defective?"
"Not necessarily. I don't want to guess. I'll check the product number and have our quality team review it."
"How long will that take?"