Independent Banker - September 2017 - 13

within a variety of different designs
now being used today. "
Field & Main Bank's freestanding
service pods with currency recyclers
remove the literal barrier created by
traditional teller lines, " providing
a warmer and more approachable
interaction, " Davis says. The highly
secure pods are stand-alone desks
that enable bankers and customers to
slide around to the side and share a
view of transactions and balances on
the computer screen.
" It creates a much higher level of
engagement with the customer and
more privacy in that the banker is
not speaking across the counter and
giving out a balance, " Davis says.
The digital media displays allow
staff to promote the bank's products,
services and upcoming bank events,
as well as local community initiatives.
Staff members can update the digital
information in real time, customize
it by local market and connect all
branches with consistently branded
communications.
Good day, sunshine
In Cynthiana, a social area opens on
to a bright and welcoming patio.
" Community members and groups
are welcome to use that space for
gatherings and meetings, along
with our conference room, " Davis
says. " We really thought about the
elements that spoke to the deposit
banking experience we want to create,
and people have embraced it so
well in Cynthiana. "
Blair says that many banks are
designing spaces customers can use,
even for nonbanking purposes.
" Most small businesses don't have
a technology-enabled conference
center, so if a community bank opens
up physical space for businesses to
use, that's a golden opportunity to
deepen their relationships with those
customers, " he says.
The Cynthiana center exterior
combines modern features with
Learn more
about the
universal
banker model
on page 38.
traditional elements, such as the
stone façade next to the steel exterior,
making it a " very striking " introduction
to the town, Davis says.
" We believe this provides the continuity
of our image and experience we
want our customers to have, " he says.
" Further, it just says, 'We're a little
different. We don't look like the other
banks in the community physically,
and the experience inside is different
as well.' "
Field & Main Bank has seen an
increase in traffic at the redesigned
centers due to the " overall aesthetic
and enhanced customer interaction, "
Davis says, as well as increases in core
deposits and new account openings.
" Also, the consolidation of our
bank, drive-through and ATM provide
not only an economic benefit,
but a significant improvement in our
workflow and in internal communications, "
Davis says.
" It's a huge factor to have all of our
team under one roof. It does not go
unnoticed that the overall mood of
our team has been heightened significantly
as well. "
Field & Main Bank is now redesigning
two more centers under the
universal banker model and hopes to
overhaul all of them in time. Its goal
is to develop a warm, comfortable and
useful environment for customers.
" Our society yearns for points of
connectivity, " Davis says. " The traditional
places where we connected
with our neighbors years ago don't
" Our society yearns for
points of connectivity.
The traditional places
where we connected
with our neighbors years
ago don't exist in the
way that they once did.
We want Field & Main
Bank to be the place
where people come to
make connections. "
-SCOTT P. DAVIS,
FIELD & MAIN BANK
exist in the way that they once did.
We want Field & Main Bank to be the
place where people come to make
connections. Come enjoy a warm
cup of coffee on our patio while you
browse the news on your tablet. "
Katie Kuehner-Hebert is a writer in
California.
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Independent Banker - September 2017

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