She's certainly someone quite practiced at putting people at ease. The kindness is genuine, but is also part of the role she plays.

"If you could follow me," Gerald says with a gesture. He takes them to a conference room, where there's a neat stack of forms as well as a couple large binders. Susan sits by the binders and Gerald by the forms, and he gestures for Sherlock and Ted to sit as well. Sherlock sits with his characteristic stiffness.