As long as they line up with his blind mantra. Apologizing for the negative changes (RTO, layoffs) you forced/implemented doesn't give you a pass, Wayne. And where is the data on the part where you mentioned RTO is starting to show results??? I'm calling BS.
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We get it, the narcissist has made his decision. I think he can stop being a coward and just say it….”its because i said so”. Rather than try and cowardly blow smoke up peoples rear! Or deflect and dance around the question!
For anyone that feels compelled to speak about RTO in your team staff, townhalls, or employee meetings, I think a word of caution...
Leaders are becoming aggravated by the RTO pushback. I convey that as a matter of fact and not an excuse or justification - be aware you'll likely find annoyance and defensiveness here so be careful.
Also please consider what the messaging has become on RTO: "Decision is made. It's final. It will not change." I understand that is frustrating as we can all see the contradictions, logistic problems, inflexibility, and how negatively it impacts many employees, but Wayne doesn't care. You have no bargaining power.
Also, know that Wayne does not believe he has to justify the decision. I keep seeing 'show the data' about RTO. I understand - I'd like to see that data myself. However, again, they don't care. There is no scenario where data proves "RTO is bad" and they change course. Wayne's adamant. This also goes for the details and decision process of the RTO strategy (e.g., exceptions, mile radius, # of days). They do not care. Your opinions on why this or that is wrong are not of value to them.
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If you want to talk about RTO, I'd only do so using it as a segue to a discussion about employee & member satisfaction as a whole. This frustration on RTO is just the culmination of years of negative employee/member experiences and a worsening balance sheet.
e.g., Employee benefits cut. Layoffs. Work-life balance decimated. Poor financial performance. Decreasing product competitiveness. Historically low member and employee satisfaction scores. etc.
The problem people struggle with is that the behavior and treatment of employees at USAA has traditionally felt world class. Of course, USAA has always done things employees didn’t like, but ultimately people on average felt heard, compromises were sometimes made based on feedback, and nearly always the good outweighed the bad.
Over the last few years though, that good will and positive outlook from employees to leaders has gone dry. Its evaporated the most in the last 3-4 years. Benefits cut. Compliance issues. Poor financial performance. Lower bonuses. Layoffs. Work life balance impacts. And RTO.
Wayne has put his foot down on RTO. Managers are being told to shut down further feedback or commentary. Stop asking questions, stop expecting a change as it’s not going to happen. Usaa has taken the “if you don’t like it, you can leave” approach. They aren’t “wrong” for that as it’s their right, but it’s certainly not how this employee base would’ve been treated 5-10 years ago. Other companies behaved that way, not USAA.
I believe most employees are reasonable & understand some decisions we don’t like have to be made - it’s still a business. But the scales have become totally unbalanced. Employees have never felt more under appreciated and heard because of it.
Poor employee satisfaction trickles into member satisfaction…I hope they realize that sooner rather than later.