Probably the most important lesson that I learned while working for a "low-key 'country banker'" was the value of a work ethic and optimistic outlook.

How individual banks decide to evolve will vary. Some will redefine the functions of their branches. Some will reduce branches. Some will choose to add branches. Whatever the strategy, the increased role of technology will be undeniable.

Call me nuts, but in an increasingly competitive and commoditized industry, "friend" seems like a strategically good place to be. What will you and your team do to make friends (and future customers) this week?

When was the last time you were greeted promptly with a smile, actively listened to, and thanked by name? A pretty short list and not very complicated. Yet most companies would fail that test.

Banks that are not cognizant of how many customers begin "shopping" their organizations on their Web sites are not paying enough attention.

Companies choosing to begin customer interactions with sales pitches are establishing whose priorities matter most — theirs.

During a period when more pressure than usual is on us to cross-sell products, the temptation to pile on the marketing is natural. But in some situations, saying "less is more" has real merit.

In our current business environment, it is understandable that many of our teams are having a bit harder time keeping a positive outlook. Remind them that setbacks and frustrations are normal.

Take a minute this week to make sure your branch managers remember that, in our increasingly demanding branch environments, coaching shouldn't be a spectator sport.

It's often the basic and simple good will gestures that generate the kind of awareness and positive personal impressions that "marketing campaigns" can seldom deliver.