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to Tom Talks list Is there still room for the human touch? Maybe we’re not so smart after all Just about the time we think we have it right, something changes. Banking is a good example. Over the last few years, banking online has been growing in popularity. Today, million of Americans pay bills, transfer funds, make investments and arrange auto loans at home or the office. It’s about as convenient as it can get. While online banking is relatively new, the ATM has been with us for a couple of decades. Just about everywhere you go, there’s an ATM waiting for you. It didn’t take long for many banks to close branches. Thousands and thousands, as it turned out. Why not? The ATMs were a low cost replacement for employees and facilities. Well, the story is changing. Now, some of the biggest banks are actually opening branches as fast as they can. Not long ago, one opened 26 branches in Chicago on the same day! That’s aggressive. Why the change? This is where it gets interesting. Bank are finding that even though customers enjoy the convenience of 24-hour ATM and online banking, they want personal contact with their bank. Yes, personal contact. It shouldn’t come as a surprise that many smaller, community banks are thriving. They’re doing very well, thanks to the personal touch. The local specialty stores are right there, too. Their predicated demise was premature. It feels good to walk in and have someone smile and say, “Hi, Tom. How’s it going?” How long will it take us to learn that we feel better when someone cares about us, who treats us with respect and takes an interest in helping us? Tom is president of Mosinee Insurance Agency, Inc. 715-693-2100; tomh@mosineeins.com Back to Tom Talks list |
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