In 1969, America’s first automatic teller machine (ATM) made its public debut at Chemical Bank in Rockville Center, New York. By the 1980s, “hole in the wall banking” had become widely popular, as ATMs handled many of the functions performed by human tellers. Today, not only do we have ATMs, but also automatic deposits, electronic bill paying and smart phones that allow for mobile banking.
A friend of mine sent me an article about Portland, Oregon-based Umpqua Bank, which recently opened its flagship branch in San Francisco. In spite of all the automated and efficient banking options, Umpqua invests a lot in its branches, offering its customers free chocolates, coffee, use of its computers and iPads, as well as warm greetings and helpful guidance from a concierge. (Umpqua staff members are trained by folks from Ritz Carlton.)
I’ve written a lot about the concierge phenomenon—how the concept has transcended the hotel lobby and made its way into all sorts of businesses and organizations. Why, with all the sophisticated technology at our fingertips, would this be the case? I think Umpqua’s president and chief executive, Ray Davis, explained it well.
“Banking is still a relationship business,” he said. “Customers want personal contact, not every day, but when they want it.”
Exactly. It’s all about relationships. Technology is powerful and will no doubt continue making our lives more efficient. Yet nothing completely replaces personal contact, and we’ll continue to find concierges in apartment buildings, financial institutions, hospitals, retailing, and oh yes, hotels!
The Internet, travel apps and GPS systems are of great help to travelers, but all the technology in the world can’t replace the personal touch, the knowledge and the connections of the hotel concierge. Interestingly, not everyone is aware of the many ways they can be of help, so I’ve written a new book, The A-Z Guide: How to Get the Best From Your Hotel Concierge. For more information, check out this link: https://thankyouverymuchinc.comproducts/ or for a more personal touch, please feel free to contact me directly at 415-302-8026. I’d love to hear from you!