Chapter 13 - DANIEL’S PRIVATE NUMBERS
Daniel’s cruelty was connected to more than arrogance.
An audit of his office revealed unauthorized incentive tracking.
He had created unofficial customer categories based on expected profitability.
Employees received better schedules and bonuses for moving high-value clients ahead of others.
Low-income customers were discouraged from using in-person services.
Daniel believed reducing “service burden” improved branch performance.
His numbers impressed regional leadership.
Wait times appeared shorter because complaints were deleted.
Account conversions appeared stronger because vulnerable customers were pushed into unnecessary products.
Daniel also received gifts from a private wealth adviser.
Expensive dinners.
Sports tickets.
A weekend in Miami.
In return, Daniel directed elderly customers toward investment products the adviser controlled.
Some customers lost money.
The kick had exposed an operation hidden behind polished quarterly reports.
Daniel’s attorney advised him not to speak.
He spoke anyway.
“Everyone rewards results.”
Elaine replied, “Not these methods.”
“You think other branches don’t classify customers?”
“Then we will investigate them too.”
For the first time, Daniel understood the consequences might travel beyond his job.
The Manhattan district attorney requested the assault footage.
Federal regulators requested the sales records.
Civil attorneys began contacting former customers.
May you like
He had believed Martha was powerless.
Now every person he had humiliated had a path back to him.
