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Are Bank Lobbies Still Relevant?
Local banking leaders say technology is changing the way customers use their banks — and their lobbies By Deborah Jeanne Post [caption id=attachment_11109 align=alignright width=300] Steve Gorczynski is M&T Bank Central New York regional president.[/caption] When was the last time you entered the lobby of your bank? If it’s been a while, you’re part of a trend of eschewing the lobby in favor of ATMs, drive-thrus, online banking and remote deposit. A 2025 study performed by the American Bankers Association revealed that only 9% of consumers use bank branches as their preferred way to do banking and 76% prefer mobile banking. The trend away from the lobby reflects consumer behavior in other areas of doing business, including online shopping instead of perusing the mall, ordering fast food at a kiosk, not at the counter and selecting curbside pick-up rather than walking into the restaurant. Consumers want convenience and going in the lobby adds another layer to the task. It also places consumers face to face with one or more representatives of the business, something less favorable to people feeling burned out from interpersonal interactions. Nixing or at least minimizing the size of the lobby isn’t necessarily negative for banks. Fewer people passing through their doors reduces overhead for building maintenance, staffing and furnishing. Greater reliance on virtual banking can mean closing brick and mortar locations and hiring fewer staffers to cover roles like teller and lending officer. “Our focus is on meeting customers where they are and giving them flexibility in how they bank,” said Steve Gorczynski, M&T Bank Central New York regional president. “While many everyday transactions can be supported digitally and through ATMs, branches remain important for more complex financial needs, offering face-to-face guidance and a more personal banking experience.” Talking with a commercial lender or working on a home mortgage are two examples where meeting face-to-face is more desirable for many people. They can receive immediate feedback to questions and can possibly reach their goals more quickly. But there’s little need to have a large seating area, long counters and numerous tellers for routine banking that’s quicker to handle virtually. Online banking can also help people on the go more readily complete banking tasks such as depositing checks, transferring funds among accounts and checking balances. [caption id=attachment_11135 align=alignright width=300] Tina M. Stephens is the vice president branch administration for Fulton Savings Bank.[/caption] “The traditional bank lobby is certainly being evaluated by most institutions today, as the typical large, open and cavernous spaces do not necessarily meet the needs of today’s customers,” said Tina M. Stephens, vice president branch administration for Fulton Savings Bank. “Traditional lobbies often bisect traditional teller stations and customer service areas, which adds confusion, especially for the demographic who routinely use online banking and only access the lobby for customer service needs.” Despite the rollback in physical locations across the industry, Fulton Savings Bank began modernizing its six branch offices in Oswego and Onondaga counties about three years ago and have finished four offices so far in Baldwinsville, Fulton, Constantia, and Phoenix. “We made the decision to build a new branch across the street from our current office in Brewerton which will be completed by the end of 2026, and we will begin the retrofit of our Central Square office in early 2027,” Stephens said. “Our efforts specifically address where we think customers will be in the next three to five years and have greater flexibility to make changes out into the future.” The bank may be onto something, as numerous reports state that screen-weary Gen Z young adults crave more in-person interactions than virtual ones. If the pendulum continues to swing in that direction, it’s hard to see all physical bank areas disappear, even if they change somewhat. Fulton Savings Bank has also consolidated its teller and customer service representative areas to larger “universal banker” areas, where the bank representative can address all customer retail needs. A one-stop-shop experience appeals to busy banking customers who want to perform a few different banking tasks in one visit. Stephens also said that Fulton Savings Bank made additional technology and security enhancements and created flex spaces to accommodate bank meetings throughout the two-county branch footprint. At Solvay Bank, Elizabeth Lavier, vice president marketing and communications manager, lauded digital and online services as convenient and flexible for managing finances; however, “technology is not meant to replace what matters most: the relationships behind every account that have always been at the heart of community banking,” she said. “Even in today’s digital-first world, people of all ages still value the opportunity to sit down with a trusted banker for personalized guidance. We understand that some of life’s biggest moments call for more than a screen.” Lavier views digital banking as another way for the organization to serve customers rather than a replacement for branches, tellers and lenders, which tend to serve customers better for transactions like buying a first car, purchasing a home, saving for a child’s education, or planning for retirement. “Those conversations, built on understanding, experience and personal guidance, are what community banking is all about,” Lavier said. “At the end of the day, banking is about more than transactions. It’s about helping our customers achieve their goals and being there for them every step of the way. By combining the convenience of digital banking with the care, commitment, and personal service of a local community bank, Solvay Bank offers customers the best of both worlds.” Are Paper Checks Destined to Disappear? With the ubiquity of debit cards, online payments, virtual checks and peer-to-peer payment platforms like Venmo, Zelle and PayPal, will paper checks become passe? “In my view, paper checks are unlikely to disappear in the near future,” said Tina M. Stephens, vice president branch administration for Fulton Savings Bank. “They continue to serve a practical purpose by providing a clear paper trail and tangible proof of payment.” According to the American Banker, a leading trade publication that covers the banking and financial industry, in 2024, checks accounted for 65% of all payment fraud losses. Paper checks should be phased out, according to the publication. “The phrase, ‘The check’s in the mail’ probably sounds strange to younger people because the era of paper checks is rapidly drawing to a close. Put bluntly, checks are an expensive, insecure legacy that is a drag on the U.S. economy. Rather than wait for them to vanish slowly, the pragmatic choice is to strategically accelerate the transition to paperless payments.”
N. Syracuse Manufacturer Marks Milestone, Plans for the Future
Air Innovations has grown from a small local manufacturer into a global business, selling its products in 74 countries organizations. Some of its clients include NASA, Blue Origin and SpaceX. By Stefan Yablonski [caption id=attachment_11117 align=alignright width=450] Michael Wetzel, president and CEO, and his father, Larry, who currently is an adviser to the board of directors. Larry served as the chairman of the board until 2024, when the company was acquired by Altus Capital Partners, a private equity firm.[/caption] Air Innovations in North Syracuse hopes to add more employees and possibly even expand its facility in the near future. The company is a global leader in designing and building environmental process control systems for applications that can’t be addressed with standard HVAC equipment, according to Michael Wetzel, president and CEO. “We customize solutions for temperature, humidity, filtration and pressurization, with additional capabilities in direct-expansion, chilled-water and thermoelectric technologies. Our business now is entirely focused on specialty or niche markets.” Air Innovations celebrated its 40th anniversary on Sept. 18, marking four decades of doing business, manufacturing products and growing in Central New York. In the beginning [caption id=attachment_11138 align=alignright width=451] A worker, Ezzy Salehi, tests a Wine Guardian condenser unit at Air Innovations.[/caption] “A guy by the name of Jim Kelley started the business [known as Floratech] in 1986. It was focused on refrigerated display cases for supermarket fresh flowers,” Wetzel said. “My father [Larry] started Clean Room Technology in the early 1980s, then sold that to a French company called Clestra Cleanroom. “My father and I bought Floratech in 1996 — 30 years ago, 10 years after it was started. Then in 1999, Floratech bought a portion of Clestra and their building. At that point everything was still called Floratech. But, as that was not reflective of the diversity of the business, we rebranded as Air Innovations in 2001.” The company rebranded to pursue a strategy of diversification in specialty HVAC systems. Wetzel explained that since then, it has become a trusted global partner, earning the President’s “E” Award for Exports and securing contracts in the most demanding fields, including aerospace, defense and semiconductor manufacturing. Air Innovations has grown from a small local manufacturer into a global business, selling nearly 70,000 units in 74 countries and territories and developing custom environmental control systems for companies and organizations including NASA, Blue Origin and SpaceX. “We work with all the big names you ever heard of and some you never heard of,” Wetzel added. The Wetzels sold the business two years ago to Altus Capital Partners, a private equity firm focused on control investments in lower middle-market, niche manufacturing companies in North America. Founded in 2003, Altus Capital Partners’ headquarters is in Wilton, Connecticut, with an additional office in Lincolnshire, Illinois. “They are an equity firm. Both my father and I both maintain a small minority share. I am going to continue to be involved. I call myself a part-time CEO. I will continue that role for the foreseeable future; I don’t see any change there.” Building to the future “We are at 58 employees right now, which is a little bit down. We had a high of 70. That moves along with the activity we have,” Wetzel said. “We’ll start ramping up here in the fourth quarter into next year. More than 20% of our employees have been with the company for more than a decade. “I am fairly certain that sometime in the next several years we are going to have to enlarge the footprint of our facility and for sure we are going to have to add employees. We already are. We are probably going to have to add five or six people next year. We are always in the market for HVAC technicians; we always need those.” Air Innovations will remain in Central New York, with its current workforce staying in place, he added. “I believe the primary driver of our success over time is the diversity of our business which is a direct result of our willingness to tackle new challenges,” Wetzel said.
Mom-and-Pop Business Owners Grapple with Harsh Times
Report shows small business owners in NYS less optimistic about the economy. Taxes, inflation, labor costs and competition from larger businesses are major concerns right now, they say By Aaron Gifford [caption id=attachment_11067 align=alignright width=300] Ashley Ranslow is director for New York state at The National Federation of Independent Business (NFIB).[/caption] Owners of mom-and-pop businesses in New York state have been less optimistic lately than their peers in other parts of the country, a recent report indicates. The National Federation of Independent Business (NFIB), based on a survey of 11,000 of its members in the Empire State, reported that taxes, inflation, labor costs and competition from larger businesses are major concerns right now. “Indeed, while taxes are a major problem in New York and the United States overall, New York small businesses notably are struggling more with the state’s onerous, multi-level tax burden,” Ashley Ranslow, NFIB’s director for New York state, said in the July report. Compared with surveys of business owners in other states, far fewer New York respondents rated their businesses as in excellent or good health. The report also said labor costs here are about 25% higher than the national average and are the “single most important problem” facing businesses. One respondent to the New York-specific survey complained that too much red tape, taxes and laws that restrict high-yielding companies have stifled their operation’s growth. Others said high disability and workers’ compensation insurance costs, alarming increases in utility rates and excessive building regulations are discouraging. Statewide, New York has a gross domestic product of $2.53 trillion (third in the nation, followed by Texas, $2.90 trillion; and California, $4.25 trillion), a per capita income of $90,500 (sixth) and an unemployment rate of 4.6% (34th). There are 2.4 million small businesses that employ 3.9 million people. [caption id=attachment_11112 align=alignright width=451] Member of the Greater Liverpool Chamber of Commerce gather at one of the several functions the chamber organizes monthly. “Everyone in this business community encourages each other to shop local. Everyone just wants to see each other succeed,” says Megan Wilmot, the chamber director[/caption] “New York state boasts one of the largest, wealthiest and most diverse cities in the world — and that’s still only about half the state’s population,” the report said. “In other words, the state is both its iconic city and so much more — geographically, demographically, economically. But New York is not without its challenges, challenges that include notably high taxes and other weaknesses that impact the small business environment,” it said. The report includes an optimism index that compares responses from New York (NFIB) members with those of their peers in other states across several categories. This ranges from plans to increase employment to expectations for higher sales, to plans to increase inventory or expand. The scores for Empire State business owners were lower in most categories, but they did score higher than the national average in noting that they have current employment openings, and that they are hopeful that the economy will improve. “The metrics so far paint a picture of a state with a series of challenges for small businesses, from a slightly below national average Optimism Index to a more seriously below national business health to very substantially below national Employment Index. What is going on with businesses that are creating these differences?” the report stated. In Central New York, the regional labor force comprises nearly 398,000 workers. The median household income here is $71,463, and the gross domestic product for the region last year totaled $61.3 billion, according to the CenterState CEO economic development and research organization. About half of the region’s labor force works for small and mid-sized businesses, although the number of people employed in that sector has decreased by 7% since 2010, according to CenterState’s 2026 economic forecast report. “While record-high employment in large-scale enterprises provides a strong foundation for Central New York,” the report says, “the long-term health of communities depends on a thriving small business sector to serve as a stabilizer.” Area employers identify several barriers to Central New York’s anticipated growth, including lack of specialized or skilled workers, government regulations, unaffordable housing options and long-term construction disruptions. In the city of Syracuse, the number of jobs in retail trade decreased by 1,500 or 4.7% between July 2025 and this past July. By contrast, the number of jobs in the leisure and hospitality sector increased by 2.5% or 700 jobs, in the same annual period, according to the New York State Department of Labor. Still, there’s plenty of interest for new businesses across Central New York. U.S. Census figures show that the number of applications for new businesses in all four counties increased significantly in the past 20 years. In Cayuga County, there were 324 applications in 2005 compared to 470 last year. In Madison County, the number increased from 385 to 480; Onondaga County, from 2411 to 4132; and Oswego County, from 553 to 836. Downtown Cazenovia is exemplary of Madison County’s trend: In the past year, the village welcomed a bait shop, a thrift store, a vitamin infusion center, a pizzeria, a Pilates studio and an Italian restaurant. A candy store is scheduled to open on the main drag in the months ahead. Oswego’s list of interesting new businesses in the past year includes a bubble tea shop, a hot dog eatery in Fulton, a specialty grocery store that features New York state products in Mexico, a beauty and esthetics studio in Hannibal and a hardware and farm supply store in Sandy Creek. In Onondaga County, the Liverpool area has also enjoyed a steady stream of new shops and eateries in recent years. That suburban community is unique in that, unlike neighboring communities, most of the restaurants are family-owned and not part of a national chain. [caption id=attachment_11116 align=alignright width=300] Megan Wilmot is the executive director of the Greater Liverpool’s Chamber of Commerce.[/caption] Megan Wilmot, executive director of the Greater Liverpool Chamber of Commerce, said independent business owners in her community maintain a strong sense of pride in holding their own against national companies. The chamber helps boost morale with red carpet events, ribbon cuttings, coffee hours and five-year anniversary celebrations for participating businesses. “We have built such a strong community,” Wilmot said. “Everyone in this business community encourages each other to shop local. Everyone just wants to see each other succeed.” In Syracuse, the downtown retail occupancy rate last year was about 82%, a slight improvement from 2024, according to the Downtown Syracuse Committee’s most recent annual report. Buildings with the largest amount of vacant space included The Galleries, One Park Place, and Equitable Towers, though not all of those spaces are designated for retail use. New businesses that opened in downtown Syracuse last year: Better with Time Clothing, Dakshin Curry & Biriyani, Havana Tattoo Society, Milano Bean Café, Miss Daisy, Pausa Coffee, Sweets for Babe, The Society CNY and Yafah Beauty Studio. The Destiny USA mall’s occupancy rate decreased from 80% in 2023 to 72% by the end of 2024, according to Integra Realty Resources. That leaves more than a quarter of the mall’s retail space vacant. “Looking ahead, the retail market is expected to see minimal rent growth, with vacancy rates likely remaining stable in community and neighborhood centers but continuing to rise in enclosed malls,” Integra’s report said. “New construction activity is low and redevelopment plans for former malls like Shoppingtown and Great Northern are still in the planning stages. The proposed Micron chip plant may spur development, but challenges remain in finding co-developers for large-scale projects.” Nationally, the U.S. Chamber of Commerce expects that small businesses will remain resilient and see their sales and revenues eventually improve. That organization, in a recent national survey, found that 25% of small business owners expect the economy to improve in 2027, while 45% indicated that they plan to increase employment in the next 12 months. And 69% said they believe their small business is in good shape and 70% said they are comfortable with their current cash flow. Thirty-one percent of small businesses reported raising their prices in July and 28% are planning to raise their prices within the next three to four months, the report said. Twelve percent indicated that this is a good time to expand their business. “Small business owners voice optimism for future revenues and hiring,” the report said. “High costs continue to be a wet blanket on reinvestment.” The NFIB reported in July that Main Street, despite gas price hikes, “is OK … for now.” Its small business economics trend report said sales across the country have been strong compared to last year, but continued inflation and higher prices from mom-and-pop establishments are causing some “cracks” to show. “If costs stay this high for much longer, reduced investment will have a tangible economic impact,” the report said. “The status quo is OK, but the outlook? The outlook is uncertain.”
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HomePod Mini vs. HomePod Mini 2 Buyer's Guide: All Differences Compared
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Former Buccaneers tight end Devin Culp signs with Browns
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Kansas City Royals news: 2026 “odd” from BWJ?
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Baptist Health South Florida Named as One of the 2026 Best Workplaces in Health Care by Fortune Media and Great Place To Work - Florida Hospital News and Healthcare Report
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Michael F. Walsh, M.D., Joins Baptist Health Herbert Wertheim Cancer Institute as Deputy Director and Chief of Prevention - Florida Hospital News and Healthcare Report
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Appleton-area high school sports results for Tuesday, Oct. 13
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Brewers, Packers success is good for fans' health
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Boosting children's mental health
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Washington Huskies Head Coach Gets Honest About Program's Financial Limitations
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Robin Bronk and Industry Experts to Address AI’s Impact on the Entertainment Industry at ChIPs Global Summit
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Bear-themed bourbon out
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Auburn All-SEC star out vs. Georgia football
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Matchday indiscretions
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The barriers to realizing AI's promise in health care
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Smrithan Ravichandran wins 2026 laser science dissertation award
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Chesapeake Bay gets a C+ in overall health, Va. and Md. leaders say work to protect it must continue
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Mike Elko was right. There is deep and disturbing college football cesspool
Poor fan behavior escalating from online harassment, to physical confrontations at college football games. It's a cesspool as Mike Elko said.
San Anselmo business given exemption to sell cigars as city restricts tobacco sales
Colorado can help lead data center construction
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Trust in science falls fastest among those left behind
Trust in science has fallen to per-pandemic levels, especially among those living in financial insecurity, Wellcome Global Monitor finds.
Backlash grows as 'World of Warcraft: Midnight' continues to represent the most painfully, miserably weak writing in all of Blizzard (12.1.5 SPOILERS)
I'm convinced Blizzard wants me to hate WoW: Retail, as backlash grows to one of its weakest character deaths in recent memory. Maybe ... ever?
Bruins Postgame: Six Goals Hide Problems in Third Straight Win
It was not the prettiest showing, but the Boston Bruins will gladly take the two points. The Bruins (5-2-0) won […]
Why we need to rethink what causes depression
Depression is more complicated than you might think and requires a more nuanced approach.
Hochul and Blakeman trade barbs in only governor debate
The candidates clashed over immigration enforcement, utility costs, crime and more.
California’s Billionaire Tax Promises Healthcare Relief. The Fine Print Is Murkier.
An initiative on the California ballot would levy the nation’s first wealth tax on billionaires. Supporters say the proceeds would help offset President Donald Trump’s sweeping healthcare cuts. But critics argue that the temporary infusion of cash is a giveaway to politicians.
Candidates with strong education credentials square off in 96th House District
Two Manheim Township educators from opposite sides of the political aisle are vying for control of the 96th District. Democratic incumbent Nikki Rivera will face Republican Babita Rusyn, a former
Democrat offers Greiner uncommon opposition in 43rd House District
For the first time in eight years, Republican state Rep. Keith Greiner faces competition in the 43rd House District. Democrat Bryan Peirson, a carpenter for a Chester County-based cabinet company,
Write-in Democrat vies with Gebhard for 48th Senate District seat
Coming off a heated GOP primary, Republican Sen. Chris Gebhard faces a Berks County Democrat who won a spot on the ballot through a write-in campaign.
How to submit a mail ballot in Lancaster County
To vote by mail-in ballot, registered voters must first apply each year to do so. Voters can opt in to a permanent list to automatically receive an application to vote
Ukraine says Starlink access slowed down, affecting missions
Ukraine's military relies heavily on Elon Musk's Starlink for battlefield communications and drone operations.
Samsung is expanding One UI 9 with Android 17 to the oldest qualifying flagships
Samsung’s Android 17-based One UI 9 update is starting to arrive on Galaxy S23, its oldest Galaxy flagships eligible for the update.
Ballard Partners expands global alliance with Dubai’s Farrant Group
'Together, we will give our clients seamless, coordinated counsel from Washington to the Gulf and beyond.'
Washington vs Purdue Prediction: The Huskies' Last Gasp?
Washington was considered a possible College Football Playoff team, and now it needs a win over Purdue, or else. Here's the CFN preview and prediction.
‘A bad idea’: Ex-health aide admits taking $8,000-plus from older Van Buren woman who has Alzheimer’s
VAN BUREN -- A former home health aide who admitted she took more than $8,000 from a Van Buren woman who has Alzheimer's disease must pay it back and also serve jail time and a decade of supervised probation.
Dan Campbell says pass protection shows why Jahmyr Gibbs is different from other backs
Nicolò Tresoldi makes UEFA Champions League history
Germany U21 youth international Nicolò Tresoldi made UEFA Champions League history on Tuesday night, becoming only the second player to score a hat-trick in a single match at the San Siro as Club Bru...
Roma vs Real Madrid, 2026 Champions League: Predicted lineups
Real Madrid visit Roma’s Stadio Olimpico in the second game of the UEFA Champions League’s Group Stage for both teams. Huijsen is back on the squad list after missing the match against Villarreal and he should be expected to start. PREDICTED LINEUPS Roma predicted XI: Gollini; Mancini, N’Dicka, Hermoso; Molina, De Roon, Koné, Wesley; Dybala, […]
Michael Olise Banned For Arsenal Clash After 'Super Dumb' Action
Bayern Munich forward Michael Olise will miss next week’s Champions League meeting with Arsenal after he was sent off at Viking on Tuesday night.
John Healey ‘targets tax crackdown on online marketplaces’ in first budget
Firms such as Amazon and eBay would be responsible for collecting tax owed by retailers selling on their platforms
Today’s Papers – Tresoldi shocks Inter, Allegri turned upside down
La Gazzetta dello SportRoma, here’s Mou. Gasp ready for the Real coupMalen and Dybala are the keys. Capello: ‘No fear.’Como believe, beat FeyenoordBitter Champions League for the Italians: Chivu...
Financial health scores ask nothing of banks. That is why they love them.
Learn about financial health scores and how they impact consumer finance. Are they beneficial or simply a façade for banks?
This civil war on the British right is a charade – its politics are more united than ever
Don’t be fooled by its bickering leaders. Their calibrated fake fighting will probably end in coalition, says Guardian columnist Jonathan Liew