While there are many ways in which the internet has helped the everyday consumer, not all has gone to plan with regards to customer services available - especially in the financial industry.  There are many bank customers from years gone by who were very friendly with their local bank manager, but are they as friendly now? Do they have the same characteristics? Have you actually seen your bank manager?

The chances are that if you opened up an account in the last 10 years you have probably never met your local branch manager, and your relationship with them will be nothing like that of years gone by.  In the 1980s and before, the local bank branch was often the centre of many rural and town communities, everyone seemed to know everyone else and there was always somebody to answer your questions - times have certainly changed!

It is basically since the internet began to play a part in financial services that we have seen the demise of the bank manager / customer relationship.  The old style managers have been replaced by pen pushing figure heads, who do not have any actual control over what they can authorise - everything is now computer driven and cleared by “Head Office”.  Customers seem to just be numbers and there is no real effort to get to “know you customer”.

Costs have been cut to the bare bones, which has instigated the demise of many bank branches, and the heavy promotion of telephone and internet banking.  The banks of today are run purely on financial formulas, dictating how many of a certain product they can sell, what the preferred mix is and issuing targets, targets, targets - so now you may understand why they ship you in and ship you out as soon as possible.

It is looking more likely that if you want to see a representative of your local bank, not necessarily someone who will know you, you are going to have to pay a fee in the future.  The bank manager / customer relationship has gone for good and is highly unlikely to return in any form approaching that of the 1980s and before.

The internet has been excellent for some things, but for others, well……..