The Watchdog recalls 45 years ago how then Fulton Bank vice-president Bill Hoke’s office was on the ground floor just inside the entryway from Queen Street, surrounded by a four foot wall with a glass top, high enough to present a sense of privacy but low enough so that customers could wave to him on the way to the teller windows or lean over to exchange a few pleasantries or to transmit information. (By the time Hoke was president, he and the vice-presidents had moved upstairs.)
Today, it doesn’t seem to matter that one visits a branch bank (not necessarily Fulton’s) each week to cash a check and have multiple relationship with other departments of the bank. Just about every other week there will be a relatively new teller and he / she will ask to see your driver’s license.
Moreover, if you want to transact a loan, don’t expect the branch manager or even a local vice-president to approve it. It likely will go to regional offices to be evaluated by someone you are unlikely to ever meet.
Customers desire relationship, a sense of recognition and respect. As a practical matter, these days we might as well use the drive up windows.
