Does your ATM have more personality than your tellers?

The New Year is here; and with the New Year comes new desk calendars. Upon returning to the office on Tuesday, I opened my desk calendar from the Onion to January 2nd to find this brief article.

Automated Teller Has More Personality Than Human Teller

SEATTLE—Waugh Street Washington Mutual's new ATM has more personality than Janine Byrd, one of the branch's human tellers, sources reported Tuesday.

While it is the Onion, the situation is one that I am sure we can all relate to; unmotivated bank personnel that go through the motions without exhibiting any kind of personality. Sure, this may have worked in the past, but today’s demanding customers want personal interaction; they want an environment that is welcoming and stimulating.

Furthermore, the advancements in technology are allowing ATMs to personalize the customer experience. It makes sense that the heightened personalization of the ATM experience would be reflected in a heightened personal experience with real bank personnel. Personality is important and your customers expect it; take a look around and pay attention to the “personality” of the ATM machine next time you use it – it shouldn’t have more personality than the bank’s staff.