Where to begin? Our SVP of Service led us through year after year of terrible NPS scores and was promoted to CEO. What does that tell you about accountability at Paychex? He then implemented RTO, including those employees who were WFH long before COVID. Zero care and attention given to the negative impact this will have on employees. And he never communicated a word of it himself - just dictated from on high and made the managers shoulder the burden of dealing with disenchanted employees even when many of the managers themselves disagreed with the policy. To pour salt into the wound, returning employees were told to bring their monitors back to work and purchase their own for home use if desired. Note: Paychex did $5billion in annual revenue last year. In the last two months of my employment, at least three minority executives (2 of whom are women) left the company. Whatever the reasons may be, the optics of this point to a C-level environment where voices are not being heard. Service employees are often overworked and have no time to devote to giving clients the service they would like to provide. They are stuck in an endless loop of being shorthanded and having too many clients. Paychex is a company that has lost its values, lost its culture, and ultimately lost its way.
