Independent Banker - December 2024 - 55
" We've had clients come in and
basically say, 'Well, we want the Taj
Mahal,' when in reality, there's probably
a happy medium that actually works
better for the bank and its customers. "
-DAN SCHAFF, HTG ARCHITECTS
banks need good people to both run
their operations and interact with new
and existing customers.
These needs aren't going to go
colorful and include more branding
and comfortable seating. It's now
considering forging a partnership
with a national coffee shop to bring
refreshments into select bank locations.
" That's something we continue to toy
with, and I think I'd like to try it, " Eller
says, " but we just haven't found the
right spot or partner for it yet. "
Beware of 'overbuilding'
Dan Schaff, managing principal
at HTG Architects in Hopkins,
Minn., knows that some community
banks struggle to attract younger
generations of customers to branches.
A fresh coat of paint and a few
comfortable chairs may not fix the
problem, but " overbuilding, " as Schaff
calls it, won't work, either.
For example, HTG often gets
requests for redesigns that require too
much extra space or that incorporate
unnecessary elements. " The key is
not to overdesign, " he says. " We've
had clients come in and basically say,
'Well, we want the Taj Mahal,' when
in reality, there's probably a happy
medium that actually works better for
the bank and its customers. "
To achieve that happy medium,
community banks should consider
what they do best-usually hightouch
customer service-and then
keep that in mind when designing or
redesigning a physical branch. Schaff
says one approach could be to replace
traditional teller lines with teller pods
or have employees greet customers as
they walk through the door.
Regardless of what type of
technology tools or design elements
a bank is considering, Schaff
recommends doing thorough
research and due diligence ahead of
time. This is particularly important
on multifaceted projects where an
individual or group needs to select,
coordinate and oversee numerous
different contractors and providers.
" It's a big puzzle of everyone coming
together, pricing everything out, then
working in close proximity to get
everything completed at the same
time, " Schaff says. " The best approach
is to do your research and dig into it a
little bit before kicking things off. "
Getting buy-in from all levels
Anderson says banks that want to
refresh their locations should get
buy-in from the top down and keep
employees informed about the
potential changes and how they'll be
affected. Right now, many people are
afraid that automation will overtake
their job in some way, for instance,
but the reality is that community
away, so communication is critical.
" It was important that our employees
understood what we were doing and
why we were doing it, " says Anderson,
who knows that some individuals
may falsely assume that branches
equipped with ITMs and video tellers
don't need any " live " employees in
them. Particularly on the first branch
it renovated, the bank mapped
out the whole plan on a board and
shared it with team members. " It was
important for them to be in on the
process, " Anderson adds.
Those early efforts have paid off
for Williamstown Bank, which has
received much positive customer
feedback on its redesigned branches.
" They love the concept of The Giving
Cup and the fact that their donations
are staying local and helping our
community nonprofits, " Anderson
explains. " They also like that our
employees still know them by name,
and they can come here for a one-stop
shop for all of their banking needs. "
Eller says F&M Bank has also
received a lot of positive feedback on
its branch redesigns from customers,
employees and the broader
community. For example, the seating
areas give tellers a break from being
on their feet all day, and the bank
has also established areas where
customers can get their banking done
in a more private setting.
" Team members aren't out in the
open in front of everyone asking
loan applicants about their assets
and income; that all happens in a
private office now, " says Eller. " Both
customers and the employees really
appreciate that extra level of privacy,
which in turn helps build even stronger
relationships with those customers. "
Bridget McCrea is a writer in Florida.
independentbanker.org // 55
http://www.independentbanker.org
Independent Banker - December 2024
Table of Contents for the Digital Edition of Independent Banker - December 2024
Contents
Independent Banker - December 2024 - Cover1
Independent Banker - December 2024 - Cover2
Independent Banker - December 2024 - Contents
Independent Banker - December 2024 - 2
Independent Banker - December 2024 - 3
Independent Banker - December 2024 - 4
Independent Banker - December 2024 - 5
Independent Banker - December 2024 - 6
Independent Banker - December 2024 - 7
Independent Banker - December 2024 - 8
Independent Banker - December 2024 - 9
Independent Banker - December 2024 - 10
Independent Banker - December 2024 - 11
Independent Banker - December 2024 - 12
Independent Banker - December 2024 - 13
Independent Banker - December 2024 - 14
Independent Banker - December 2024 - 15
Independent Banker - December 2024 - 16
Independent Banker - December 2024 - 17
Independent Banker - December 2024 - 18
Independent Banker - December 2024 - 19
Independent Banker - December 2024 - 20
Independent Banker - December 2024 - 21
Independent Banker - December 2024 - 22
Independent Banker - December 2024 - 23
Independent Banker - December 2024 - 24
Independent Banker - December 2024 - FIS1
Independent Banker - December 2024 - FIS2
Independent Banker - December 2024 - FIS3
Independent Banker - December 2024 - FIS4
Independent Banker - December 2024 - 25
Independent Banker - December 2024 - 26
Independent Banker - December 2024 - 27
Independent Banker - December 2024 - 28
Independent Banker - December 2024 - 29
Independent Banker - December 2024 - 30
Independent Banker - December 2024 - 31
Independent Banker - December 2024 - 32
Independent Banker - December 2024 - 33
Independent Banker - December 2024 - 34
Independent Banker - December 2024 - 35
Independent Banker - December 2024 - 36
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Independent Banker - December 2024 - Cover3
Independent Banker - December 2024 - Cover4
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