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| Doug Doll, president of Arvest Bank.
"The bank's main purpose was to distinguish itself from the previous owners. By
spending time and money to change the bank's appearance, it sends a message to our
customers that Arvest Bank is here to stay. Among the most substantial changes to the bank's appearance were the addition of back-lit prints in front of the teller line that showcases the bank's products and services. "Adding these back-lit prints builds a rapport with customers making them feel that they are walking into a retail establishment," said Doll. "Customers are made to feel comfortable as they enter the bank and are reassured that there will be someone on-hand to assist them. The addition of coffee and popcorn in the lobby also reinforces the bank's message to remain open and friendly." Driving by Arvest Bank, passersby will see that the appearance is also more attractive. Between 200 and 300 plants and shrubs, as well as flowers in seasonal colors, comprise the landscape. According to Doll, the beautification process is a welcome sight to the community that rarely sees greenery in the downtown area. From the perspective of customers and employees, the reaction to Arvest's new look is impressive. According to Doll, the employees enjoy a more relaxed environment with the use of additional lighting it creates friendliness and provides a good motivation to continue great communication skills. |
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| "It doesn't matter how attractive the
building is, unless you have the right people inside the building," said Doll.
"Arvest Bank hired a non-traditional banking staff. It is the type of staffing you
would expect to find in a retail store. The bank provides an environment that is not
intimidating, but inviting to customers who need to feel comfortable about financial
security." Three TVs were added to the lobby of the bank for customers to watch while waiting to meet with bank associates or tellers. The addition of these sets makes waiting easier for customers to tolerate in a busy society where waiting is becoming unbearable. "Our niche is a market where people still value one-on-one interaction," said Doll. "Traditional banking is out and retail banking is in where people can actually do business with someone empowered to make decisions and who are involved in community efforts." |
Future remodeling plans for Arvest
Bank include the expansion of the bank's vault area to make it adequate to support future
growth with room to increase coin and currency operations. Arvest Bank is presently expanding its market in the Joplin community with the addition of a branch at 32nd Street scheduled to be completed in November 1998. "The branch will retain the bank's retail appearance," said Doll. "In the next three or four years, Arvest Bank would like to acquire additional branches in the Joplin areas, as well as be represented in surrounding communities, such as Carthage, Neosho and Webb City. Future branches will continue to convey the message to communities that Arvest Bank is different and not traditional." According to Morrill, within the next two to five years, the rules of banking will be changing a lot more becoming less institutionalized and more retail banking oriented. With Arvest Bank on the cutting edge of retail banking development, Doll advises banks who are contemplating remodeling to look at their market to see what is appealing and design the building accordingly to be more inviting and friendly. |
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