00:00Oh my god, look at what she's wearing. Who told her that was a good idea?
00:07Ugh, and those shoes with that dress, absolutely tragic. Some people just don't have any taste.
00:14God, God, that color washes her out completely. She looks like she just rolled out of bed.
00:19Why do people even bother leaving the house looking like this?
00:25Helen, how's business today?
00:28Slow. No wealthy customers have come in yet, and you know the rich ones give the best commission.
00:33Helen, all customers deserve good service, not just the ones who look wealthy.
00:39I know, I know, but commission pays my bills, not good service.
00:44Look, I need to talk to you about something important, okay?
00:48Lisa Myers, the fashion designer, is deciding where to launch her newest campaign.
00:54Hmm, Lisa Myers? THE Lisa Myers?
00:57Yes, and our store is being considered. This could be huge business for us.
01:04This is one of Lisa's designs. I want you to focus on selling this today. Really showcase it.
01:13Oh, I can definitely do that. How much is the commission on the piece?
01:17That's not the point right now, okay? I need you to be your absolute best today,
01:23in case Lisa visits. No attitude whatsoever. Can you do that?
01:28Of course. I'm always professional.
01:34I'm serious, Helen. This is important.
01:37Yeah, I said I got it.
01:39Okay, good. If you need anything, I'll be in the back, okay?
01:43And Helen, remember, smile.
01:45No. Only commission makes me smile.
01:58Uh, can I help you with something? I'm just browsing for now. I'll ask if I need anything.
02:05You know, there's a thrift store down the street. Might be more in your price range.
02:09Oh, I just came from there, actually. Cute spot.
02:12Right. Well, we carry high-end designer pieces here. Very expensive.
02:19Yeah, I can see that. It's a beautiful store.
02:22Yeah. We're not really doing the whole hobo chic thing here, you know? Most of us,
02:27our customers come in dressed appropriately. It shows respect for the establishment.
02:34I'm just here to shop, not attend a fashion show. Well, shopping requires a certain level of,
02:41let's say, financial capability.
02:43I appreciate your concern about my finances.
02:46I'm just trying to save you the embarrassment of looking at price tax.
02:50That's very thoughtful of you.
02:53Those pants have holes in them. Did you know that?
02:57I did. Yes.
02:59And you wore them out in public? On purpose?
03:05I find them comfortable.
03:07Comfortable doesn't mean appropriate.
03:09Especially not for a store like this.
03:13That's made of the finest cashmere. Extremely expensive. Definitely not something you should
03:18be touching with those hands.
03:21It feels incredible. The quality is exceptional.
03:25Well, of course it is. It's designer. Top of the line.
03:29I'd like to try it on.
03:32Did you hear anything I said about the price?
03:35I did. That's exactly why I want to try it on. You did a good job selling it.
03:40Look, look. You'd be better off at the thrift store, like I had mentioned before.
03:46Why is that?
03:46This store is for high fashion. It's not for someone wearing
03:51baggy jeans with holes in them. I bet everything I own you can't even afford this suit.
03:58I'd still like to try it on.
04:00There's no point, since you're not going to buy it anyway.
04:03Is there a policy that prevents customers from using the dressing rooms?
04:07I have a policy against wasting my time, and that's what this is.
04:12So you're refusing to let me try on clothing in your store?
04:15I'm refusing to let you steal it or damage it with your sloppiness.
04:19I don't even have a purse with me.
04:21Poor people always find a way. Trust me. I've seen it all.
04:24Okay. Hi, hi, hi. I'm Marcus, the assistant manager. Is everything all right here?
04:29I have this handled, Marcus.
04:31I simply want to try on this suit, but I'm being refused service.
04:36I see. And why would that be, Helen?
04:39Because it's a waste of time. Look at her.
04:42We don't judge customers based on appearance here.
04:45Well, someone has to use common sense.
04:48I'd like to speak to the manager, please.
04:50I am the manager.
04:51I spoke to Steve yesterday when I called, and he said he was the manager.
04:56Well, Steve is the store manager, and I'm the floor manager. Same difference.
05:01Actually, Helen, you're a sales associate, not a manager.
05:05Whatever. Point is, I have the right to refuse service, and I'm exercising that right.
05:11You need to leave.
05:12You're asking me to leave?
05:14No, I'm telling you to leave. And if you don't go, I'll call the police.
05:18Wait, wait, wait, wait. Steve.
05:22Um, yeah. What's going on out here?
05:27Just dealing with a difficult customer, Steve. Nothing I can't handle.
05:31Uh, ma'am, I apologize for the disruption. Can you tell me what happened?
05:37I'm Lisa Myers.
05:41Ms. Myers? Lisa Myers, the designer?
05:45That's right.
05:47Wow. First, I have to say, it's an honor to meet you.
05:51Thank you so much for considering our store for your campaign.
05:55I had no idea you were visiting today.
05:58Helen, why didn't you realize who this was?
06:02I wanted to try on my own design, the suit you have displayed over there.
06:07But Helen refused to let me based on my appearance.
06:11What?
06:12She made several comments about me being poor, accused me of potentially stealing,
06:17and was generally quite rude. She asked me to leave and threatened to call the police.
06:22Is this true, Helen?
06:25I had no way of knowing who she was.
06:27You shouldn't have needed to know. When I started in fashion, I could barely afford soup.
06:33I designed for everyone, not just people who look wealthy.
06:37I tried to intervene when I noticed the situation escalating, but Helen insisted that she had it handled.
06:43Unfortunately, due to Helen's behavior, I cannot launch my line at this store.
06:49I'm sorry, Steve.
06:51Ms. Myers, please. I'm sure we can work this out.
06:56I built my brand on inclusivity. I can't partner with a store that judges customers based on appearance.
07:02Helen, your actions just cost us everything. A major campaign, revenue, prestige, and more importantly,
07:10you went against everything the store stands for.
07:13Steve, I am so sorry. I truly didn't mean-
07:17You absolutely meant it. I heard what you said to Mrs. Myers.
07:22I have no choice but to terminate your employment effective immediately.
07:26What? No, please. I made a mistake.
07:31Not everyone judges people by their clothing, Helen. You should remember that.
07:35I had doubts about your approach from the moment you started. This confirms them.
07:40Please, Steve. Give me another chance. I'll do better.
07:44Your behavior was inexcusable. There's no coming back from this. I'm sorry.
07:50I need this job!
07:51You should have thought about that before you treated our customers this way.
07:56You know what? The suit isn't even that nice anyway.
08:01The exit is that-a-way, Helen.
08:06Ms. Myers, I'm so deeply sorry for what happened. That behavior is not representative of this store or our values.
08:16I appreciate that, Steve, but my decision stands about the campaign.
08:22Is there anything I can do to make this right? Any way to change your mind?
08:26Ms. Myers, if I may, most stars aren't like this. I've worked at several locations over the past five years,
08:32and I have never seen behavior like Helen's tolerated anywhere else.
08:37Ms. Myers, what did you think of the suit design? Honestly.
08:41The cashmere blend is exceptional. The cut is modern but timeless.
08:45And the way you've structured the shoulders creates a strong silhouette without being aggressive.
08:50Ms. Myers, it's confident without being loud.
08:52Ms. Myers, you know fashion.
08:54Ms. Myers, I pay attention. It's my job to understand what we're selling and why it matters.
08:58And you showed good character during this situation. You tried to intervene.
09:03Ms. Myers, I believe in treating all customers with respect, regardless of how they're dressed.
09:08Ms. Myers, Steve, I'll give this location another chance on one condition.
09:13Anything. Name it.
09:15Ms. Myers, Marcus gets promoted to co-manager immediately.
09:18I need someone in leadership who understands my values and will ensure service standards are maintained.
09:25Done. Absolutely. Marcus, consider yourself a co-manager.
09:32Thank you so much, sir. You will not regret this.
09:35Ms. Myers, I want people who understand inclusivity in leadership positions.
09:39If Marcus helps change the culture here, I'll launch my campaign at this store.
09:44You will not regret this, Ms. Myers. I promise.
09:48You know, I'd actually like to try this on now.
09:52I'd be happy to show you to the dressing room, Ms. Myers. Follow me.
10:09Hi. Yes, this is Steve Morrison at location 42.
10:14Hi. Yes, I need to speak with corporate about some personal changes immediately.
10:23I'll take it.
10:26Ms. Myers. Wow. Yes. Yes to this.
10:32Listen, it's on the house.
10:34No, I insist on paying. Consider it good faith.
10:39Thank you. But I promise you, we'll make you proud. We'll represent your brand exactly the way you envision it.
10:48I believe you will. I'll be in touch about the campaign details soon.
10:52I'm glad I gave you all a second look.
10:56Sometimes people surprise you when given the chance.
10:59Exactly. That's what I believe. I'll call you next week, Steve.
11:04Great.
11:13Congratulations, Marcus. You earned this.
11:15Thank you. Thank you. Thank you. I almost didn't intervene, to be honest. I was worried about overstepping.
11:20Standing up for customers is never overstepping. That's exactly what leadership looks like.
11:26I can't believe Helen did that. To Lisa Myers, of all people.
11:30It shouldn't matter who the customer is. I mean, Helen's problem was, like, she thought appearance
11:36means something about character or worth. She learned that lesson way too late.
11:42Unfortunately. But you learned the right lesson a long time ago. Treating people with dignity costs
11:48nothing but can mean everything. That's how I was raised. Let's make sure this never happens again.
11:55Mm-hmm. You got it, boss.
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