Michael Woods, a mortgage banker at Quicken Loans, was having a bad day at work.
A customer Woods had helped four years ago had been trying to get in touch with a client specialist; the company routed the call to Woods because of their prior relationship. He aired his grievance to a co-worker, Austin Laff, while they were in the bathroom together. “The client should get in touch with a fucking client care specialist and quit wasting my fucking time.”
Jorge Mendez, a supervisor, overheard this conversation from a stall. He responded with an all-employee email reminding everyone of proper