[Updated August 2025]
In a brief but insightful article, William Heitman highlights four common misconceptions about bank productivity. His points are still relevant today—and modern credit unions can address them more effectively than ever using tools like Better Lobby.
Let’s break them down and see how Better Lobby helps your credit union move beyond the myths:
1. “Non-Technology Work Can’t Be Improved”
Reality: Many manual tasks—like check-ins, member routing, or appointment coordination—can be optimized with the right software.
✅ Better Lobby’s Self Check-In Kiosks and Wall Displays remove bottlenecks in your lobby, making both members and staff more efficient.
2. “Front-Office Staff Resist Change”
Reality: Staff want tools that make their jobs easier—not harder. Resistance often comes from clunky systems.
✅ Better Lobby’s intuitive modules (like Appointment Booking, Online Queueing, and the Staff Calendar) are easy to learn and streamline daily workflows, giving staff more time to focus on members.
3. “Back-Office Improvements Are Always Tech-Driven”
Reality: True improvements come from better processes, not just more tech.
✅ Better Lobby Dashboards, Reports, and Data Dictionary tools connect marketing and operations to real-time branch data—without complex IT overhauls.
4. “Fixing Small Tasks Isn’t Worth It”
Reality: It’s often the little frustrations—like unclear queues, missed appointments, or inconsistent member experiences—that add up.
✅ Features like real-time wait updates, deep links for direct scheduling, and custom branding across modules help remove friction in the member journey.
Key Takeaway:
The myths around productivity are just that—myths. With Better Lobby, credit unions can unlock real efficiency gains by improving front-line interactions, streamlining back-office processes, and using data to drive better service.
It’s not about doing more. It’s about doing better.
The following section is the original post from November 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
William Heitman writes a short, but accurate article about the four misconceptions about bank productivity. In it he discusses “nontechnology work activities”, “perceived front office improvement resistance”, “ back office technology improvement” and “improving troublesome tasks”.
Thanks William – a great read. To see the entire article at American Banker