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During the late 1990s, when many banks were nudging customers toward automatic teller machines and Internet banking, Washington Mutual, the country's largest thrift, was pioneering a new way to offer consumers a choice.
And that, according to Brad Weber, senior regional manager and first vice president, is what's behind WaMu's growth along the Front Range since it entered the Colorado market in 2002. According to FDIC numbers, WaMu's summary of deposits in Colorado from 2003 to 2004 increased 30.6 percent, to $16.5 million from $5 million.
"We know from our research that customers like doing business in a comfortable setting with friendly, competent people, and we designed our retail banking stores accordingly," Weber said, adding, "Others have toyed with the look and feel of their branches, but nobody else has introduced their concept in the large way we have."
So what is "the look?"
Decidedly non-bank.
A concierge desk, bright colors and a kids' play area are three differences one notices right away. And instead of a long, imposing teller counter, WaMu employs teller stands where the customer and teller conduct business side by side. Customers are welcome - and invited - to look on the computer screen as the teller calls up his or her account.
WaMu branches are...