BAXTER-The new RiverWood Bank in Baxter is everything other than what is expected from a bank interior, not the least of which is the inclusion of a coffee house.
From interesting light fixtures to an accent wall resembling water ripples and sand to vibrant artwork (assisted by The Hearth Room in Baxter) RiverWood Bank has a decidedly different look. Gone is the traditional teller station. Instead of a counter separating staff from customers, a concierge station brings them together at the small, curved counter to look at the computer screen for banking transactions.
Bart Taylor, RiverWood Bank regional president, said the counter's design was picked to make it a more welcoming and collaborative experience.
"It makes the transaction a lot more conversational," Taylor said.
The design, he said, is possible because of a cash recycling machine situated between the two teller spots at the counter. The heavy cash recycling machine is bolted into the floor and its presence means there is no need for a cash drawer and no reason for staff to go back to a vault for transactions. Taylor said the design was aimed at creating a bank experience that isn't a sterile environment and more of a small-town atmosphere. It's a far cry from the old teller stations where a large counter and even a window with a small slit opening allowed for an exchange of checks or cash. Banking, like everything else, is continuing to evolve in the electronic age.
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"A lot of people don't even go to the bank anymore," Taylor said, noting the options people now have to do their banking by computer and online. "All of those things have changed but people still like to have personal interactions and have conversations and enjoy each other's company and what better way than to have coffee and a different feel."
Taylor said tellers will have more cross-training to do transactions so customers don't feel as though they are continually handed off. Customers may use the drive-thru or a full-service ATM. Taylor said people can use technology and their phones for transactions, the drive-thru or stop in for a cup of coffee and a personal conversation.
"We're not going to dictate to you how you transact business," Taylor said. He noted the considerable research in the industry on ways to connect with millennials with results showing they want all the technology but also want to have that community connection.
State-of-the-art video equipment in the drive-through window creates crisp color images and serves to create a better connection with customers while in their vehicles.
Private offices or meeting rooms along the exterior walls give customers more privacy for investment discussions or mortgage and loan consultation. A self-serve coin machine will provide customers with a ticket they can take to the teller for cash or a few keystrokes can put the money into their account.
Last week, RiverWood and StoneHouse hosted an open house on the eve of the Feb. 23 opening. Reactions to the bank's design was positive.
The bank has 10 employees and is looking to hire additional part-time customer service representatives, a loan processor and an investment representative.
A wide expanse through the center of the building provides a sense of space and leads to the StoneHouse Coffee and Roastery at the other end of the building. A circular seating surrounds a modern fireplace. StoneHouse has additional table seating with plenty of plug-ins and Wi-Fi. A sectioned glass door rests into a wall nook during banking hours and can be snapped into place to divide the coffee house allowing it to extend hours and operate independently with its own entrances.
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RiverWood was founded in 2003 by local investors. Bank officials said the community bank has outgrown its location across the highway and the timing was right for a bigger facility, twice the size that would allow adding staff and technological upgrades of touch screens, iPads and the coffee shop. Work on the site began last spring with the demolition of the Bonanza restaurant. When RiverWood officials looked at design options for the bank, the architects suggested considering sharing the space with a coffee shop. Research into which one would serve well in the shared space kept bringing up the StoneHouse name from the Nisswa-based business Mike and Julie French founded more than 15 years ago. Last spring as they watched the restaurant building fall to the wrecking crew, Julie French said locating in the bank presented a great opportunity for them to extend their operation into Baxter with coffee and homemade pastries.
The bank is also offering a community resource with a small meeting room. An iPad just outside the conference room allows people to make reservations. Taylor said the idea was to give back with another option for groups such as nonprofits as a place to meet and have a coffee shop within a few feet.
Paul Means, RiverWood Bank chairman, said their architects, HTG, helped guide them along the new design. Means said it took time to bring it all together but he was pleased with the end product and with the partnership with StoneHouse.
"The Brainerd lakes area is really a strong growth area," Means said, noting the economy has shown the growth for the last few years and seems to be building upon itself as development projects pop up around the area.
Timing worked out for the bank's expansion to come at a time when the Bonanza location was on the market.
"This is really where we always wanted to be," Means said of the site. "We're just glad it worked out. This is really where we wanted to be. This is really a great location."
