Morrison pulled out his phone and began typing with the urgency of a war correspondent filing breaking news.
"What are you writing?" Marcus asked.
"A public statement. It goes live in thirty minutes across every platform."
Morrison held up his screen.
"Statement from CEO Robert Morrison, First National Bank. Today, our Manhattan flagship branch failed catastrophically in serving one of our most valued clients. Three employees engaged in discriminatory behavior that violated every principle our institution claims to uphold. Effective immediately, regional manager David Klene is terminated. Senior teller Sarah Mitchell is terminated."
"Branch manager Jennifer Hayes is suspended pending investigation. We acknowledge that Mr. Marcus Washington was subjected to treatment that was racist, unprofessional, and completely unacceptable. His decision to transfer $200 million to JPMorgan Chase was justified and was the predictable result of institutional failure. This incident represents a wake-up call that will drive immediate, comprehensive reform across our entire organization."
Marcus read the statement twice, then nodded.
"A good start, Robert. Now let's discuss the systematic changes."
Morrison sat heavily in the chair opposite him, looking like a man who had aged years in a single afternoon.
"I'm listening. Whatever you want."
Marcus opened his briefcase and withdrew a leather-bound folder thick with documentation.
"I've spent the last twenty minutes drafting a comprehensive reform package. Consider this my consulting proposal."
He slid the folder across the table.
The title read: The Washington Protocols: A Framework for Bias Elimination in Financial Services.
Morrison opened it with the reverence of someone handling something sacred.
Phase One: immediate implementation, thirty days.
AI-powered bias-detection systems installed at all 847 branches. Real-time monitoring of customer-service interactions. Automatic escalation when discriminatory language is detected. Monthly bias reports submitted to federal regulators.
Phase Two: training revolution, ninety days.
Mandatory forty-hour unconscious-bias certification for all staff. External diversity consultants conducting branch audits. Role-playing scenarios based on real discrimination cases. Performance reviews revised so inclusive-service metrics carry a twenty-five-percent weight.
Phase Three: customer protection, 120 days.
Anonymous bias-reporting mobile app. Independent ombudsman office staffed by civil-rights attorneys. A $100 million automatic compensation fund. A public transparency dashboard tracking complaints and resolutions.
Phase Four: leadership accountability, ongoing.
Executive bonuses tied to branch-level inclusion scores. A board-level diversity committee with monthly reporting. CEO compensation including a fifteen-percent metric tied to equitable service. Whistleblower rewards of $25,000 for documented bias incidents.
Morrison looked up from the folder with something approaching awe.
"Marcus, this is revolutionary. The most comprehensive anti-bias program in banking history."
"It's also expensive," Marcus replied. "Implementation costs will run approximately $75 million in year one."
Morrison did not hesitate. "Approved. Full budget authorization. When can we start?"
"We already have."
Marcus smiled for the first time since the day's disaster began.
"I took the liberty of contacting several technology firms while you were in transit. Installation teams will be here Monday morning."
Emma's livestream had captured the entire negotiation. Tens of thousands of people were still watching one of the most expensive customer-service recoveries imaginable unfold in real time.