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Are Bank Lobbies Still Relevant?
Local banking leaders say technology is changing the way customers use their banks — and their lobbies By Deborah Jeanne Post [caption id=attachment_11109 align=alignright width=300] Steve Gorczynski is M&T Bank Central New York regional president.[/caption] When was the last time you entered the lobby of your bank? If it’s been a while, you’re part of a trend of eschewing the lobby in favor of ATMs, drive-thrus, online banking and remote deposit. A 2025 study performed by the American Bankers Association revealed that only 9% of consumers use bank branches as their preferred way to do banking and 76% prefer mobile banking. The trend away from the lobby reflects consumer behavior in other areas of doing business, including online shopping instead of perusing the mall, ordering fast food at a kiosk, not at the counter and selecting curbside pick-up rather than walking into the restaurant. Consumers want convenience and going in the lobby adds another layer to the task. It also places consumers face to face with one or more representatives of the business, something less favorable to people feeling burned out from interpersonal interactions. Nixing or at least minimizing the size of the lobby isn’t necessarily negative for banks. Fewer people passing through their doors reduces overhead for building maintenance, staffing and furnishing. Greater reliance on virtual banking can mean closing brick and mortar locations and hiring fewer staffers to cover roles like teller and lending officer. “Our focus is on meeting customers where they are and giving them flexibility in how they bank,” said Steve Gorczynski, M&T Bank Central New York regional president. “While many everyday transactions can be supported digitally and through ATMs, branches remain important for more complex financial needs, offering face-to-face guidance and a more personal banking experience.” Talking with a commercial lender or working on a home mortgage are two examples where meeting face-to-face is more desirable for many people. They can receive immediate feedback to questions and can possibly reach their goals more quickly. But there’s little need to have a large seating area, long counters and numerous tellers for routine banking that’s quicker to handle virtually. Online banking can also help people on the go more readily complete banking tasks such as depositing checks, transferring funds among accounts and checking balances. [caption id=attachment_11135 align=alignright width=300] Tina M. Stephens is the vice president branch administration for Fulton Savings Bank.[/caption] “The traditional bank lobby is certainly being evaluated by most institutions today, as the typical large, open and cavernous spaces do not necessarily meet the needs of today’s customers,” said Tina M. Stephens, vice president branch administration for Fulton Savings Bank. “Traditional lobbies often bisect traditional teller stations and customer service areas, which adds confusion, especially for the demographic who routinely use online banking and only access the lobby for customer service needs.” Despite the rollback in physical locations across the industry, Fulton Savings Bank began modernizing its six branch offices in Oswego and Onondaga counties about three years ago and have finished four offices so far in Baldwinsville, Fulton, Constantia, and Phoenix. “We made the decision to build a new branch across the street from our current office in Brewerton which will be completed by the end of 2026, and we will begin the retrofit of our Central Square office in early 2027,” Stephens said. “Our efforts specifically address where we think customers will be in the next three to five years and have greater flexibility to make changes out into the future.” The bank may be onto something, as numerous reports state that screen-weary Gen Z young adults crave more in-person interactions than virtual ones. If the pendulum continues to swing in that direction, it’s hard to see all physical bank areas disappear, even if they change somewhat. Fulton Savings Bank has also consolidated its teller and customer service representative areas to larger “universal banker” areas, where the bank representative can address all customer retail needs. A one-stop-shop experience appeals to busy banking customers who want to perform a few different banking tasks in one visit. Stephens also said that Fulton Savings Bank made additional technology and security enhancements and created flex spaces to accommodate bank meetings throughout the two-county branch footprint. At Solvay Bank, Elizabeth Lavier, vice president marketing and communications manager, lauded digital and online services as convenient and flexible for managing finances; however, “technology is not meant to replace what matters most: the relationships behind every account that have always been at the heart of community banking,” she said. “Even in today’s digital-first world, people of all ages still value the opportunity to sit down with a trusted banker for personalized guidance. We understand that some of life’s biggest moments call for more than a screen.” Lavier views digital banking as another way for the organization to serve customers rather than a replacement for branches, tellers and lenders, which tend to serve customers better for transactions like buying a first car, purchasing a home, saving for a child’s education, or planning for retirement. “Those conversations, built on understanding, experience and personal guidance, are what community banking is all about,” Lavier said. “At the end of the day, banking is about more than transactions. It’s about helping our customers achieve their goals and being there for them every step of the way. By combining the convenience of digital banking with the care, commitment, and personal service of a local community bank, Solvay Bank offers customers the best of both worlds.” Are Paper Checks Destined to Disappear? With the ubiquity of debit cards, online payments, virtual checks and peer-to-peer payment platforms like Venmo, Zelle and PayPal, will paper checks become passe? “In my view, paper checks are unlikely to disappear in the near future,” said Tina M. Stephens, vice president branch administration for Fulton Savings Bank. “They continue to serve a practical purpose by providing a clear paper trail and tangible proof of payment.” According to the American Banker, a leading trade publication that covers the banking and financial industry, in 2024, checks accounted for 65% of all payment fraud losses. Paper checks should be phased out, according to the publication. “The phrase, ‘The check’s in the mail’ probably sounds strange to younger people because the era of paper checks is rapidly drawing to a close. Put bluntly, checks are an expensive, insecure legacy that is a drag on the U.S. economy. Rather than wait for them to vanish slowly, the pragmatic choice is to strategically accelerate the transition to paperless payments.”
Arrow Sports Club closed in Weston; seller’s permit invalid
By Shereen Siewert | Wausau Pilot & Review WESTON — Arrow Sports Club is closed, and Village of Weston officials say the business cannot operate
Economic Development Committee to weigh two planning options for downtown and business campus sites
By Shereen Siewert | Wausau Pilot & Review Wausau's Economic Development Committee will consider planning agreements for a downtown mixed-use
BREAKING: Crews battle blaze at Wausau business
By Shereen Siewert | Wausau Pilot & Review Fire on July 5, 2026 in Wausau. Photo courtesy of Teresa Volpe A significant fire broke out Sunday at an
Homelessness update expected to lead discussion at Wausau Public Health and Safety meeting - Wausau Pilot & Review
By Shereen Siewert | Wausau Pilot & Review Homelessness, shelter trends and public safety pressures downtown are expected to draw close attention when
ON THE JOB: “What is the Best Business Advice You’ve Ever Received?
Interviews by Deborah Jeanne Sergeant Sound advice can contribute to your success. We recently asked area business leaders, what was their best advice they’d ever received. Here’s what they said: “The best advice I ever received was from my then –boss, Gerry Church, Fulton plant manager at Miller Brewing Co. He told me that whenever I wanted to discuss a business problem or issue with him, I should also be prepared to offer possible solutions. It’s the difference between being proactive or reactive. It’s also the difference between being a leader or follower. That has served me well in any business relationship I have had since then.” — Stephen Chirello, Owner, Steve Chirello Advertising, Fulton “Someone will always do it for less; they will also take the most effort to service or satisfy and leave you for the next lower price.” — John M. Henry, Owner, Speedway Press, Mitchell Printing, Phoenix Press, Oswego “I’m going to answer this question by turning it around and giving my own advice that is, ‘Always treat every customer as if they were your only customer!’ We are celebrating our 50th anniversary in business this year. We started our business on March 25, 1976. My advice works.”” — Nick Chervinsky, President, Brewerton Pharmacy, Brewerton “’You need to toot your own horn, my grandfather, Howard D. Dice, told me.” — Beth Ann Dice, Women’s active aging and cancer recovery coach, Mission Movement Wellness Studio & Breast Cancer Recovery Studio, Fulton “In the micro enterprise class, they taught, ‘Get a good lawyer, accountant and bank.’ That was over 30 years ago and I still have those three today. I chose good people I could grow with.” — Tony Pauldine, Owner, Anthony M. Pauldine General Contractors Inc., Oswego “From my grandfather; ‘Listen to everyone! You never know where you will get the solution you need.’” — Kevin Dean, Executive director, Oswego County Opportunities, Fulton “‘Preparation is the mother of success.’ My dad always drilled that into my head growing up, and it has helped me avoid a lot of snags in both my personal and professional life. Thanks, Dad!” — Bekkah Frisch, Owner and president, iHeart Holdings, Inc., Fulton “If you don’t take a risk and try, you will never know.” — Justin Taber, Owner, Torbitt’s Service Center, Oswego “Be ready to take a loss.” — Cody Seymour, Manager, Damiano’s Eatery, Mexico “I’ve received so much good business advice over the years. When people are giving you advice, always be curious rather than judgmental. Follow your gut. Doing the right thing is never the wrong thing.” — Dana Decker, Principal owner/broker, Berkshire Hathaway Home Services, Oswego ’Do it and figure it out later.’ It hasn’t failed me yet. Too many people take time to think about doing this and this and this and then the opportunity is over with. If it’s somewhat reasonable — if it’s not something outrageous — do it and figure it out later.” — Jeremy Allen, Licensed real estate salesperson, Acropolis Realty Group, Syracuse “’Try to meet the needs of the customer. Treat them like you’d like to be treated.’ It’s like the Golden Rule says.” — Douglas Dickson, Physician and associate at CNY Foot Surgery and Podiatry Care, East Syracuse “The best piece of business advice I’ve ever received applies to life in general: always be honest. Never overstate your capabilities and always be willing to ask questions. The more specific you can be in any given topic will always lead to a better outcome.” — Tom Fernandez, President, Woodbine Hospitality, Syracuse “As a business owner, the advice would be ‘Don’t overextend yourself. Especially in agriculture, expect issues to come up.’ If something is going right, it’s not true agriculture. This last season, we scaled very hard to field another crew. We got more drones, crew and generators based on projections. This last season hit the ag community hard with a very wet spring. We did 15,000 to 20,000 acres for fungicide and the same for cover crop seeding in 2024. We scaled to 25,000 to 30,000 for 2025. We ended up doing 2,000 for fungicide and 3,000 for cover crop seeding. That’s why that advice was good.” — Rick Jordan, Operations manager, CNY Drove Services, Clinton “’Keep your head down, mind your own business and do the best for your clients that you can do.’ It has a lot to do with my success in working for Galloway Century 21.” — Ed Fayette, New York state licensed real estate agent, Century 21 Galloway, Oswego “’Expand in all ways, always.’ It just keeps you going and keeps you growing.” — Stephen Baier, Licensed real estate person, The Real Estate Agency & Bouck Commercial, Auburn “The best advice is, ‘Your biggest asset you won’t see on the books because it comes from your employees.’” — David Flickinger, Owner, Edible Arrangements, Syracuse “Don’t take things personally when you’re working with the public.” — Leeann Desimone, Manager, Annie’s Hallmark Shop, Auburn “‘Follow up.’ The customer knows that you care about what you are doing and that their opinion counts. Sometimes they might be on the fence about whether they want to use your company. If they’re asking your opinion on things, they feel you are concerned about what you’re doing. They like to be kept in the loop if they’re spending money with you.” — Dorothy Casper, Saslesperson, SweetWoods Memorials, Phoenix “The best business advice I received is ‘Never be the smartest person in the room. Surround yourself with people who are smarter than you.’ That’s how you learn.” — Debbie Bilello, Owner, Virtual Office Solutions, Central Square “’You need to grow your business but you can’t grow too big too fast.’ That’s what we’ve done at Pinnacle Maintenance. We’ve tried to grow but not too fast. Along those same lines, there’s another good piece of advice, ‘Don’t take on more than you can handle because it only leads to a bad name for your business and a bad experience for your customers.’ It goes along the same lines as growing your business slowly and carefully.” — David Wines, Owner, Pinnacle Maintenance, Central Square “Always be on time and do what you say you are going to do.’ I’ve done very well following that advice. Most of my work is referral and I don’t really do any advertising so I have a pretty good customer base. It’s mostly word-of-mouth from satisfied customers.” — Robert J. Fleming, Owner, Bob Fleming Windows & Doors, Brewerton “’Concentrate on your finances, always pay your taxes, and form a team you can depend on. Try to help the community you’re in as much as you can.’ We do all of these all the time here. We give and give and give to the community and the community gives back to us always.” — Susan Bonnet, Co-owner, Bonnet Sales and Service, Central Square “Keep smiling. It brings a positive attitude to the workplace.” — Karin Lindsley, Vice president, DTS Truck Service, Syracuse “‘Customer service above all.’ Following this advice has served us very well.’ — Guy Fox, Owner, Fox’s Discount Parts, West Monroe “The best thing to do is to make sure you’re taking in more money than you’re spending. I wish I could say I’m a good businessman but I have been in business since 1981. I’m not a bean counter but work well with my hands and its’s served me well all these years and I am still in business.” — Matt McGill, Owner, Matt McGill Collision, Brewerton
Office Hours: Computer Science Professor and Researcher Sam Siewert
From a curious kid in Berkeley to a NASA engineer, Sam Siewert’s lifelong fascination with how things work now fuels his teaching at Chico State.