Chapter 9 — Respect Has No Price

I raised my head to look at James.

“James, what I want is not like this.”

“I want you to stand in front of the camera and say it clearly—”

“‘We were wrong.’”

“‘Our store manager slandered and extorted customers.’”

“‘Our operations director once wanted to use a silk scarf to gag the victim.’”

“‘There is a serious problem with our management system.’”

“‘As global vice president, I have an undeniable responsibility.’”

“‘I apologize to the victim, I also apologize to all customers who have trusted us.’”

“‘And from today, we will make the following changes…’”

James pondered for a long time. Then smiled softly.

“You are more than just an expert examiner.”

I raised my eyebrows.

“So what else?”

“You are also a strategist.”

I laughed.

“Stop flattering.”

“Let's decide about the apology video.”

“There's one more thing.”

I stood up, took down a thick stack of documents from the bookshelf and gave it to him.

“Now let's talk about cooperation.”

James took it, and as soon as he opened the first page, his eyes lit up. I stayed up all night to complete that plan. Inside is an extremely detailed analysis of public opinion after the incident, the strategy to save the brand image, and the entire plan to turn the crisis into an opportunity.

“After this incident, the brand will definitely be caught up in a wave of controversy.”

I pointed to the data chart in the plan.

“It is inevitable.”

“Can't stop it.”

“And there's no need to stop it.”

James frowned.

“No need to stop?”

“Because the more you try to suppress it, the more people feel like you're hiding it.”

“The smartest way to handle…”

“It is proactively admitting mistakes.”

“I'm really sorry.”

“Then let everyone see with their own eyes that you are changing.”

I turned to the next page.

“Look at this place.”

“If after this incident…”

“I — the victim — still continue to cooperate with the brand.”

“Furthermore, he uses his identity as a special inspection expert to continuously post product inspection videos…”

“What do you think the public will think?”

James's eyes widened more and more.

“They will think…”

“This is a brand that is confident enough to continue to cooperate with the very person who exposed it.”

“It is a brand that dares to publicize the entire inspection process before the public.”

“That proves they really have bravery.”

“And it really has changed.”

I smiled.

“More effective than any advertisement.”

James read the entire plan. After a long time, still nothing was said. Finally he closed the document and looked at me with extremely complicated eyes.

“Do you know what this plan means?”

“It means…”

“You are creating a media crisis for me.”

He laughed helplessly.

“But it's also free.”

“Not free.”

I tapped the last page of the plan with my fingertip.

“My cooperation quote is there.”

“See for yourself.”

James actually laughed.

“No need to watch anymore.”

He proactively reached out his hand.

“Wish us a happy cooperation.”

I shook his hand.

“Happy cooperation.”

Three days later. The entire official platform of the brand simultaneously posted an apology video. In the video, James wears a simple white shirt and sits on an ordinary wooden chair. No fancy lighting. No makeup. Even see clearly including the wrinkles at the corners of his eyes and the gray, unshaven beard. The camera is placed very close. So close that there's no turning back for any more lies.

"Hi everybody."

“I'm James, the brand's global vice president.”

“A week ago…”

“At one of our flagship stores…”

“Something happened that to this day, every time I remember it, I still feel ashamed.”

He stopped for a few seconds.

“Our store manager…”

“On Mother's Day…”

“Slandered and blackmailed a customer.”

“She is a retired teacher.”

“A very normal mother.”

“After that, our operations director even tried to use a 10% discount card and a silk scarf to arrange this.”

James took a deep breath.

“I reviewed all the surveillance cameras.”

“I saw the mother's appearance trembling with fear.”

“Seeing her trying to hold back her tears.”

His voice began to choke.

“I am fifty-three years old this year.”

“Also a retired teacher.”

“If that day…”

“The person standing there is my mother…”

“If you were treated the same way…”

“How heartbroken will I be?”

Speaking of which— James looked straight into the camera. Then bow deeply.

“We were wrong.”

“As global vice president, I have an undeniable responsibility.”

“From today, we will retrain all employees globally.”

“Learning from the beginning what is called 'respecting customers'.”

“We will also build a more stringent monitoring mechanism.”

"Absolute commitment to not let similar things happen again."

James stood up straight and looked straight into the camera. His eyes were extremely determined.

“I want to apologize to that mother.”

“We also apologize to all customers who have trusted us.”

“Please give us a chance…”

“To prove that we will get better.”