Industrial Bank is responding to changing demographics and customer needs by transitioning from a culture emphasizing its friendly, family-owned roots to more businesslike service efficiency. Key to the shift have been the efforts of Vice President and Director of Human Resources Lynne Rowe, who has worked to adjust staff expectations about what constitutes good service and high performance. Measuring efficiency and expediting transactions is becoming as important as friendly, flexible service, Rowe says. During the culture conversion, Rowe spent considerable time engaging her coworkers in redefining Industrial Bank’s mission to emphasize adaptable service efficiency for a diverse clientele. “Each day brings new challenges, and you don’t know what exciting thing is going to greet you,” said Rowe.