That evening, Phil Harmon called me.

I almost didn't answer. But I did.

“Mr. Callahan,” he said. “I'm not calling to change your mind. I know I can't. I'm calling to apologize. And to tell you what I've done.”

He sounded tired.

“After you left, I read our online reviews. All of them. For the first time in two years. I didn't know. That's not an excuse. It's my job to know.”

He paused.

“Brent doesn't work here anymore. There were too many complaints. There always were. I just didn't look, because he hit his numbers.”

“And Courtney?”

“She's on a final warning. She cried in my office for an hour. I think she's genuinely ashamed.”

He took a breath.

“And from next week, every single person on my team, me included, is going to spend one day working in the car wash. In overalls. In the sun. So we remember what it's like to be the person nobody looks at.”

I was quiet for a moment.

“That's a good idea, Phil,” I said.

“It was Ray's idea,” he said. “I'm making him head of customer experience.”