How does the resolution of " you, ma'am" best readers to understand the theme, or the message, of the story?

The resolution of "Thank you Ma'am" helps the readers to understand that people are often different than might first appear.

Explanation:

In the story "Thank you Ma'am" we can observe that the characters play a very big riddle in the readers' head by presenting characters that might suggest that they are one type of person based on their appearance and their posture. However after the different events develop the reader discovers that the assumptions made by the reader about the characters are wrong, because the characters break the common stereotype to give a lesson that we can't judge people only guided by their appearance.

its hard for me to see which word is supposed to be in bold. if i knew then i would be able to better.