The customer berating an employee was technically disturbing the peace. There is also a dog leash law in Albany. That customer having an episode of race rage was clearly at fault for creating and escalating the situation. While I expect the employee to take insults, what this really means is management has a right to talk back to a customer but work peons do not have that same right. To visualize what I mean, imagine, guy calls up management instead to deal with race rage customer. Manager gets there and customer is still insulting. Manager talks about how Home Depot believes in diversity of employees and safety of customers. Conservative customer says he has bone spurs which is why he needs his dog. He refuses to put him on leash. Manager calls police which means a conservative with a gun will show up who may have to argue with the other conservative. Recall conservative#1 broke two laws. It's an extremely volatile dangerous situation. At that point, if I were the black employee I would think about running. Whatever bad outcome, the whole thing would be played on Fox News and Friends as how conservatives are victims. Long story short: sometimes de-escalation is two individuals speaking their minds and not what corporate management says. Perhaps the employee on the ground was feeling the situation out and did not feel unsafe but if it turned in that direction, then he'd tell management.