Read this article from USA Today, “Banks Smarten Up Branches to Woo Customers”. Banks like Bank of America, Citibank and Chase are now saying they want to “deepen relationships”. Just because they want to doesn’t mean they will succeed. That being said, even if they have minimal success at deepening relationships, it means as community bankers we must be better than we have ever been… Less than 100% on a phone shop should be unacceptable. Cross-selling should be the norm for any front-line employee and 15% net checking growth should be the minimum goal for any branch.