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| Presented By Bank of America |
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| Axios AM |
| By Mike Allen ·Oct 12, 2021 |
| Happy Tuesday. Smart Brevity™ count: 1,176 words ... 4½ minutes. Edited by Zachary Basu. 🔗 Please join Axios' Ina Fried and Margaret Harding McGill tomorrow at 12:30 p.m. ET for a virtual event on beating cyberattacks. Sign up here. |
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| 1 big thing: Customer combat threatens recovery |
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| Illustration: Annelise Capossela/Axios |
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| Increasingly combative customers — angry about everything from long wait times to mask mandates — are prompting workers to quit, Axios' Hope King and "Axios Today" host Niala Boodhoo report. - Why it matters: The pace of the economic recovery hinges in part on workers returning to jobs.
Violent clashes between customers and service workers over COVID protocols have led to prison sentences, fines and deaths. - A former West Virginia bartender who goes by Ash told our "Axios Today" podcast: "[T]he same people whining about people on unemployment were the same people who would come in and treat the people actually working like [crap]."
Many workers say they're not going to take it any longer — and their employers are often taking their side, even in industries that have long deferred to their customers. Because consumers were so used to a "frictionless economy" before the pandemic, there was no tolerance for a slowdown in services as businesses opened back up, says Melissa Swift, U.S. transformation leader at the consulting firm Mercer. - "Technology has insulated the upper classes from the physical labor that enables their lifestyle," she said.
- Now, the power balance is changing. "We're seeing a shift away from customer obsession to a more balanced view of the world," Swift said.
The bottom line: The customer is no longer always right. |
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| 2. Emails doom Raiders coach |
| Jon Gruden's last game as Raiders coach, in Vegas on Sunday. Photo: Rick Scuteri/AP Jon Gruden, famed head coach of the Las Vegas Raiders, resigned in disgrace, about an hour after a New York Times report that he used homophobic and misogynistic language in emails spanning seven years. - Gruden, whether coaching or broadcasting, is one of football's most recognizable faces, Axios Sports editor Kendall Baker tells me.
In the emails, Gruden called NFL commissioner Roger Goodell an anti-gay slur and a "clueless anti football [p---y]," and criticized drafting of "queers" — a reference to Michael Sam. - Gruden denounced women referees and anthem protests.
The emails were sent to Bruce Allen, former president of the Washington Football Team, and others, while Gruden was working as a "Monday Night Football" analyst for ESPN. - The emails were uncovered during an NFL investigation into the "very toxic" workplace culture of the Washington Football Team.
Between the lines: The Times writes (subscription) that the emails "provide an unvarnished look into the clubby culture of one N.F.L. circle of peers, where white male decision makers felt comfortable sharing pornographic images ... and jocularly sharing homophobic language." Gruden said in a statement: "I'm sorry, I never meant to hurt anyone." |
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| 3. Biden's trust fall |
 Data: Axios/Ipsos Poll. Chart: Kavya Beheraj/Axios Americans' trust in President Biden has eroded as expectations fall for returning to pre-pandemic life, Axios' Margaret Talev writes from the Axios/Ipsos Coronavirus Index. - Why it matters: Two trends we've been watching for a while — drawn-out timelines for returning to normal, and declining trust — are starting to look like cause and effect.
That's hurting Biden with Democrats as well as independents. - "He's basically losing the expectations game," said Cliff Young, president of Ipsos U.S. public affairs, calling ending the pandemic a "central pillar" of Biden's approval.
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| A message from Bank of America |
| Investing in Hispanic-Latino teammates and communities we serve |
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| "I view my success as an opportunity to pay it forward and to help others around me become better bankers, better leaders and better individuals," says Raul Anaya, president of Business Banking and president for Greater Los Angeles. Learn how his roots helped guide his path to Bank of America. |
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| 4. Pic du jour |
| Photo: Kevin Lamarque/Reuters On Indigenous Peoples Day, the Andrew Jackson statue in Lafayette Park was painted with "Expect Us" — part of a rallying cry by Indigenous people fighting fossil-fuel pipelines, AP reports. More photos from Indigenous Peoples Day. |
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| 5. Pelosi shows her hand |
" Reconciling with Reality" proposal from center-left Progressive Policy Institute. Graphic: CNN's "Inside Politics Sunday" As House Dems work to cut $1 trillion+ from President Biden's $3.5 trillion in social proposals, they've debated whether to go all-in on a few programs — or do a little bit from everything. Now we know the answer. Overwhelmingly, the guidance I am receiving from Members is to do fewer things well so that we can still have a transformative impact on families in the workplace and responsibly address the climate crisis: a Build Back Better agenda for jobs and the planet For The Children! |
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| 6. Southwest's mystery fiasco |
Just four days ago, Southwest touted a Disney World-themed plane. Photo via Twitter Southwest said it expects to resume normal service this week after canceling 2,500+ flights over the past three days, blaming unfavorable weather and air traffic issues in Florida, Reuters reports. - The airline canceled 800+ flights Saturday ... 1,124 on Sunday ... and 588 yesterday.
- The meltdown remains largely unexplained on the usually chatty Southwest Twitter feed.
A pilot revolt against the airline's vaccine mandate, announced last week is a suspected factor. - Southwest said yesterday: "[T]he operational challenges were not a result of Southwest Employee demonstrations."
- Fox News' Tucker Carlson, who hosts the highest-rated show in cable news, last night pushed the vaccine-mandate angle as his lead story — with a graphic showing Southwest's logo, a syringe and a pink slip.
Read Southwest's statement. |
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| 7. Tech loses ground to the state |
 Data: Freedom House " Freedom of the Net 2021" report. Chart: Jacque Schrag/Axios Internet freedom around the world dropped for the 11th straight year, Axios Media Trends author Sara Fischer writes from an annual report by Freedom House, a nonprofit focused on freedom and democracy. - The power shift from tech companies to nation states over the past year has resulted in "a record-breaking crackdown" on freedom of expression online, Freedom House says.
The report finds that government officials in 56 of the 70 countries measured have arrested or convicted people for their speech online. (Those 70 countries account for 88% of the world's internet users). - Speech on Facebook, the largest of all social media apps globally, has by far been targeted the most by government officials.
The big picture: The findings reflect a global challenge of balancing the promises of the internet and social media with broader risks to society — most notably, the erosion of truth. What to watch: More governments are introducing regulations to take back power from tech firms. |
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| 8. 😷 1 food thing: Restaurants review-bombed over masks |
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| Illustration: Maura Losch/Axios |
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| Restaurants' mask and vax policies are driving a wave of nasty Yelp reviews, Paige Hopkins and Chelsea Cirruzzo write for Axios D.C. - Why it matters: The food and service industry doesn't need any other hurdles to overcome following almost two years of constant COVID-related setbacks.
Yelp tells Axios "review-bombing" — bombarding a restaurant with fake reviews after it gains media attention or implements a new policy — has become increasingly common for restaurants with vaccine requirements. - Yelp has multiple systems to flag and remove reviews that aren't based on first-hand customer experiences. The company says it has removed 17,000+ reviews nationally that violated its COVID Content Guidelines.
- Businesses can opt in or out of the platform's "proof of vaccination required" and "all staff fully vaccinated" categories.
State of play: Some bars and music venues pushed the city for a blanket vaccination requirement for indoor venues. D.C. instead encouraged individual restaurants to implement (and enforce) their own policies. - Both New York City and L.A. have issued a blanket vaccine mandate for some indoor settings.
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| A message from Bank of America |
| Bank of America's commitment to Hispanic-Latino communities |
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| America's history has been written in part by the many contributions of Hispanic-Latinos. See how Bank of America invests in the Hispanic-Latino communities it serves and is delivering on a $1.25 billion five-year commitment with a focus on affordable housing, health, jobs and small business. |
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