Banks are moving a million miles away from local managers like Dad’s Army’s Capt Mainwaring

Straight-talking, common sense from the front line of management

Q

I’m fast approaching my 80th birthday and each week I appear to face a new challenge from the digital world. It seems that everything now has to be done online and needs a password. I wonder whether I will live long enough for computer technology to make my life easier. So far it seems like hard work. Or am I just being old-fashioned?

– Anon

A

I know what you mean. Last year it took me 35 minutes to buy a pint of beer at Manchester airport. No one was allowed to sit at the bar and we all had to order on our phones using a QR code. It was a new experience and, without a grandchild handy, took time to work out. A few weeks later I walked away from Mcdonald’s, too self-conscious to order my hash browns on a big screen while being watched by a queue of teenagers. I’ve no doubt new technology is cutting costs because customers now do some work. It’s certainly the case in supermarkets, where the number of tills has swiftly fallen while the self-checkout area has become as big as a ballroom. I’m now a self-checkout regular, but still feel everyone is staring at me when my terminal summons the supervisor.

IT has also taken over Manchester City’s Etihad stadium – the season ticket is now stored on my phone, so I could miss the match if my battery goes flat. It’s the same with trains – at Crewe last week my Trainline app went blank just as I approached the exit barrier. (Luckily I had a hard copy – I’m not ready to totally trust technology.)

Inevitably this brings me to the banks closing branches at an increasing rate, leaving traditional customers short of cash points and creating lots of empty high street premises. (We can’t expect Wetherspoons to occupy all of them.)

It took me a long time to start banking online. However, now I’m on board and rather like it. Along with Mcdonald’s and the supermarkets, banks are saving money, while we do much of the work on their behalf.

While IT improves productivity, the banks, supermarkets and fast food are eliminating human contact with customers. Some people, who live on their own, looked forward to meeting the check-out assistant – it could have been the only conversation of their day.

The banks are moving a million miles away from the concept of your local bank manager, so perfectly portrayed by Captain Mainwaring in Dad’s Army.

Supermarkets, hospitals, bankers and bookmakers seem committed to eliminating personal service and putting their call centres in the hands of a computer controlled bot.

The spread of artificial intelligence (AI) will save money and create a standard level of impersonal service. To rise above competitors, companies must give customers a better level of customer care. I’m not convinced that technology, even through AI, will provide a perfect answer. In 2054 the best experience will still be delivered face to face by highly talented people.

I have now left the bank that allocated me a personal bank manager who didn’t know me from Adam. The Post Office discovered the folly of ruling from head office, relying on technology.

You are not being old-fashioned – there’s a real danger that technology prevents those on the front line from short-circuiting the system in the cause of common sense.