Ann McLaughlin
Title: Corporate Secretary, Mutual Bank
Age: 66
Experience: 48 years
The first thing you’ll notice about Ann McLaughlin is her firm handshake. “I hate a weak handshake,” she confesses when we meet at Mutual Bank’s main office in Whitman. The second thing you’ll notice is McLaughlin’s unwavering loyalty to Mutual Bank. After 48 years, it makes sense. McLaughlin has served in a variety of roles since she joined the bank just out of high school. And although she celebrated her 48th anniversary at Mutual Bank earlier this year, she doesn’t sound a bit like she’s ready to retire.
Q: How were the bank’s day-to-day operations different when you first joined?
A: We did not have computers back then. The teller machines could have anchored a boat, they were so big. And we had old electric adding machines, but that was about it. Everything else was done by hand. I used to figure the interest on savings accounts on an adding machine, but I would hand-post them. And we had coupons with four Christmas clubs, and I hand-posted those (to our ledger). They were coupons, and they would tear them out and I would post them.
Hanson was closed on Mondays and open noon to 7 Tuesday through Friday and 9 to 4 on Saturday, something like that. Eventually we opened on Mondays and changed our hours to where all of our branches have the same hours.
Q: What did this main drag look like then?
A: There were a lot more businesses here. There was a hardware store. There was a tailor, a shoe repair shop, a market, a gas station down the street, we had to wait in line for our gas and pay $0.25 for a gallon.
The bank had two floors, but the second floor had other offices. It had an insurance office, two lawyers, and a dentist. Downstairs was completely different. We only had the main lobby and a couple of offices because where the loan dept is now was a little market. And where the parking lot is, part of the parking lot, I think it was called White’s Bar, or something.
Q: How have you seen the customer base change?
A: They can bank online and they can also register their mortgage applications online. The customers are smarter and more high-tech because we didn’t have that earlier on. They’re more in tune with what they want, and they seek out the banks that will fit their needs.
Our customers are far more involved in what’s best for them and not what the bank offers. They shop around, but we’re very fortunate because we have a good customer base here.
Q: What challenges have you encountered in the job?
A: It’s hard, not having grown up with computers. That was a challenge. It’s taken me time to adjust to them and rely on them. So I have become comfortable with them, which I’m glad for. One day I will get one to use at home. I’m sorry for people that can’t go anywhere without a phone attached to their ear, though, because I still keep notes. I still keep things separate from the computer. God forbid should something should crash. I rely on my head for a lot of stuff.
I also had two serious accidents. After the first one, I was able to work at home. Dave would bring my work to me. I was out of work for eight months. When I had my head-on car crash, I was out of work for a year, but everything was on the computer. The bank was extremely gracious in allowing me to do what I could from where I was and go through the healing process with me, basically.
Q: So you’ve been loyal to the bank and the bank’s been loyal to you.
A: Absolutely. We’re very compassionate. It’s not just me, though. It’s everybody here. We think with our hearts as well as our minds.
I’ve always loved coming to the bank. I’ve always loved coming to work. We are a hometown bank with love and compassion for our customers and surrounding towns. We help out the communities. We’re a family here, and we all work as a team.
Everybody works together, they laugh together, they cry together. We want to portray that same kind of commitment to our customers.
Ann McLaughlin’s Top Five Local Businesses:
- McGuiggan’s, for a lobster roll.
- Trio’s Café, for scones.
- Duval’s Pharmacy, for their exceptional caring and service (and the occasional chocolate bar).
- Menard’s Jewelers, for their beautiful jewelry.
- Mutual Bank, for all that they do and all that they have been to me.
