Architects Smith Metzger & VisionBank

No one can argue automation has reduced the number of customers coming to the bank. However, a recent poll by the American Bankers Association indicates the first preference for financial transactions is still at the bank. Therefore, banks must constantly strive for ways to improve their ability to better serve their customers.

VisionBank in West Des Moines, Iowa, is customer centric and does business in a new way to better serve the customer. The customer doesn’t wait in an overstuffed chair to be escorted to an office, but remains in a comfortable retail environment with WIFI, plasma TV’s, marketing material, and refreshments. The customer selects a cozy spot in the lobby and the banker comes to the customer. No longer stuck in an office, the customer is part of the retail experience. If other services are needed, the customer stays put and other staff arrives to provide service.

Tom Hromatka, VisionBank president, says “As a de novo bank, we have surpassed our goal for new customers largely because the customer relationship is first developed in the “more casual” retail environment allowing their banking relationships to develop more naturally.”

The customer centric business plan features:

• A concierge desk where a customer can have an espresso or cold beverage. The customer can eye a variety of places to do business or just linger at the concierge desk. Bank merchandising is prevalent.
• Bistro tables for a casual visit. WIFI is available so the customer or banker can gain access to the internet or bank files.
• Comfortable living room with 36 inch flat screen to view bank products or go live from the laptop.
• Two semi-private areas with movable, round tables and chairs so the customer and banker can interact rather than review info across a desk. 
• An informal meeting area in the corner with tablet arm chairs for group
  interaction.

Architects Smith Metzger
www.smithmetzger.com

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