Chapter 19 - THE BRANCH REOPENS
The Midtown branch reopened nine months later.
The blue feature wall remained.
The marble floor remained.
The glass partition had been replaced, though it had never broken.
Alexander wanted to remove it entirely.
Martha told him not to.
“Pretending the place is new will not make it new.”
Instead, the bank changed its procedures.
Managers could no longer close their own discrimination complaints.
Security officers received independent authority to intervene against employees.
Customer verification became standardized.
Service metrics could not prioritize clients by account value.
Mystery customers tested branches anonymously.
Not wealthy-looking actors.
Ordinary people in work clothes.
Older customers.
People with limited English.
People carrying small checks.
Alexander appointed an independent ethics board that reported directly to regulators and shareholders.
He removed three regional executives who had ignored warning signs.
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The reforms cost the bank money.
He considered that part of the debt.
