New subject: Fwd: Drive-thru policy for cyclists...

12 Jul 2016


      This message was originally HTML formatted.  View in a HTML capable client to see the original version.\r\n\r\n   Derek,
Well done, and as Harry said your 4th point is left hanging.  I never really though about the limited hours for cyclists and pedestrians, until I read your response.  They used to have a walk in lobby connected to the drive through in the 80's, but I think that went away with the construction of their new building.
Chip
---- Original Message ----
 From: "Harry Grandon" Harry.Grandon@wpglimcher.com
 Sent: 7/12/2016 12:28:40 PM
 To: "Derek Springston" dspringston@gmail.com, "Bike Board - Morgantown" bikeboard@bikemorgantown.com
 Subject: Re: [Bikeboard] Fwd: Drive-thru policy for cyclists...
Derek -
Great response. Non-confrontational, non-threatening, all the good stuff. I noticed that under your "benefits" section, item 4 seems to be an incomplete thought. Don't know where you were going there but probably need to fix that. Nicely done ...
HARRY GRANDON, CSM, CMD
 General Manager
WP Glimcher - MORGANTOWN MALL
 9500 Mall Road 
 Morgantown, WV 26501 
 304.983.6200
harry.grandon@wpglimcher.com 
 morgantownmall.com
From: bikeboard-bounces@bikemorgantown.com [bikeboard-bounces@bikemorgantown.com] On Behalf Of Derek Springston [dspringston@gmail.com]
 Sent: Tuesday, July 12, 2016 12:17 PM
 To: Bike Board - Morgantown
 Subject: [Bikeboard] Fwd: Drive-thru policy for cyclists...
Hi all,
As you've probably seen, I've been told at BBT that I'm not allowed to use the drive-thrus due to safety.  I discussed with those in attendance at the last Bike Board meeting and promised to present a draft email to the group so that you have the opportunity to fine tune a response.  Here is my draft..
Please take a serious look at this and provide some solid constructive advice to my response.  I think we may have alot of opportunity with this, but also want to be cautious not to make things worse!
Thanks!
~Derek
DRAFT:
-------
Angela and Lydia,
Thanks for the response to my concerns about not being able to use BBT's drive-thru.  I hope this finds you having a great day!  While I'm disappointed in the initial response for my personal banking needs, I would like to constructively engage with BBT about some potential options that would provide more flexibility and serve the Morgantown community more effectively.  To be clear, I am a member of the Morgantown Municipal Bike Board, but want to make sure that at this point, this is my personal response after a bit of input from the Bike Board.
First of all, I believe that limiting cycling and pedestrian access to only motorized vehicles at drive-thru windows creates a disadvantage to working professionals who use alternative transportation, low-income individuals and families who may not have a car, disabled individuals, car owners who happen to commute using other transportation modes from time-to-time, and likely countless other folks.  While I understand liability concerns, and likely insurance requirements, I can't help but think that there has to be a way to more openly serve all folks, despite their mode, choice, or limitation of transportation.
Morgantown is currently West Virginia's only Bicycle Friendly Community and only 5 businesses in the state have been recognized as Bicycle Friendly Businesses.  Please strongly consider becoming recognized this way.  Potential ways that could help you get a Bicycle Friendly Business designation could include:
Creating a walk-up window on either the drive-thru or main branch building connected to sidewalks that would allow cyclists and pedestrians to be served after 4pm Mon-Thurs or on Saturdays.
Install a bike/pedestrian lane, which could potentially involve little more than paint and signage
Extend lobby hours in order for pedestrians/cyclists to still have access to branch employees after 4pm Mon/Thurs and/or Saturday. I know you have a bike rack on High Street, so I'd be happy to lock my bike up and come in.
I see many benefits to BBT supporting cyclists (and pedestrians):   
Less impact on pavement and infrastructure reducing BBT maintenance costs. 
Positive publicity regarding Bicycle Friendly Business and through word-of-mouth communication 
Potentially more clients  
Healthier clients who will maintain accounts longer and provide BBT with 
Reduction in traffic and vehicle pollution at drive-thrus  
Increased money from cycling/pedestrian customers in checking/savings/other account due to savings benefits from not driving a vehicle (I save conservatively $100-200 every month by cycling, which ends up being held at your bank in my accounts).
As a side note, on June 25th, while using the Spruce Street drive-thru ATM in a vehicle with my family, I witnessed not one, but two people not in vehicles using your drive-thru (one at the ATM and one at the lane adjacent and closest to the tellers).  See attached photos.  Also, on July 1st, while traveling, I witnessed another individual stepping out of his vehicle to use the drive-thru ATM in Summersville at the 815 Northside Drive location.  To me this clearly shows the need for BBT to re-evaluate and work with individuals who need additional options for service at your drive-thrus and branches, especially if safety and liability are of concern.
On the other hand, I bet that if accident statistics and financial data were looked at, the benefits to allowing cyclists to use the drive-thus far outweigh the liabilities.  Have there been any documented cases of cyclists being injured by  vehicles in your drive-thrus that ended up costing BBT money?  Another consideration might be to look at how much damage is done to drive-thrus and building infrastructure at BBT by vehicles vs. cyclists/pedestrians.  I imagine alot of money could be saved by reducing vehicle collisions at your locations.
Anyway, I look forward to BBT's response concerning moving forward to assist all of your customers, while potentially benefiting your business.
Thanks for your time and have a great day!
~Derek Springston ?
Cyclist and Morgantown Bike Board Member
---------- Forwarded message ----------
 From: Holdsworth, Angela AHoldsworth@bbandt.com
 Date: Fri, Jun 24, 2016 at 10:41 AM
 Subject: RE: Drive-thru policy for cyclists...
 To: Derek Springston dspringston@gmail.com
 Cc: "Whipkey, Lydia" LWhipkey@bbandt.com
Good Morning  Derek,
In Lydias absence today, I wanted follow up  with you in regards to your concern about BBT restricting Drive Thru use for motor vehicles.
Lydia consulted our Security team and while we do not have a written policy to share, it has been the practice of BBT to prohibit transacting business with clients not in/on a motorized vehicle.  This is strictly for the safety of both our clients and our associates.
While the State of WV has guidelines about bicycles on public roads, BBT Drive Thrus are private property, and therefore, are subject to these procedures due to safety concerns.  This would include individuals on foot as well.
We certainly appreciate your business and value your loyalty to BBT.
Have a great weekend!
Angela Holdsworth
BBT Vice President
Market Leader VI
Morgantown Main/Morgantown Mall
Morgantown, WV 26505
P: (304) 285-5640
F: (304) 285-2327
NMLS# 431326
From: Derek Springston [mailto:dspringston@gmail.com] 
 Sent: Tuesday, June 21, 2016 10:08 AM
 To: Holdsworth, Angela
 Cc: Whipkey, Lydia
 Subject: Re: Drive-thru policy for cyclists...
Angela and Lydia,
I hope you're both having a good day!   Have you made any progress on locating where in BBT policy it states that I can't be served as a cyclist in the drive-thru?  I believe I've communicated with at least four BBT employees and have perhaps an additional one or two more that are supposed to be looking into this, and so far no one has been able to show me where in BBT policy it says I can't be served.   When would you expect to be able to get back with me with the policy or where I can find the policy that excludes me?
Again, thanks for your time and have a nice day!
~C. Derek Springston
?? Cyclist and Morgantown Bike Board Member
On Thu, Jun 16, 2016 at 11:47 AM, Holdsworth, Angela AHoldsworth@bbandt.com wrote:
Hi Derek,
I did get your voicemail, and certainly understand your concern.
That policy has been in place to protect the safety of our clients based on our insurance requirements, but I have passed along your concern to my Operations Manager who is seeking out more information and will respond to you directly.
Thank you for your business !
Angela Holdsworth
BBT Vice President
Market Leader VI
Morgantown Main/Morgantown Mall
Morgantown, WV 26505
P: (304) 285-5640
F: (304) 285-2327
NMLS# 431326
From: Derek Springston [mailto:dspringston@gmail.com] 
 Sent: Thursday, June 16, 2016 11:33 AM
 To: Holdsworth, Angela
 Subject: Drive-thru policy for cyclists...
Angela,
I hope this finds you well today!
Yesterday, around 5pm, I rode my bicycle up to the drive-thru window at the Spruce Street location, as I've done dozens of times since I became a BBT customer in approximately 1998 or 1999.  The teller was pleasant enough to go ahead and make the deposit, but she told me that BBT isn't really supposed to serve me on a bicycle.   I asked her why they couldn't serve me in the future, and she stated that BBT had safety concerns, and that the drive-thru was reserved for vehicles.  She then pointed to a sign that was posted to the window essentially stating the same thing.  I debated with her a bit on the fact that I view my bike as a vehicle.  I didn't bring this up while there, but according to WV state code 17C-11-2 and Morgantown 373.02 say bicyclists have the same rights and duties as drivers of vehicles.
I also asked her if she could show me where in BBT policy it states that I can't be served and asked for her card so I could follow-up.  She said she was out of cards, but handed me your card, to which I called and left a message yesterday around 6pm.  I was polite (even though a little out of breath and winded from riding), and even told her I wasn't trying to get anyone in trouble.  I just want to know what the BBT policy said, and that I'd follow up or make a decision once I figure out what my rights are in your drive-thru.
I've ridden on roads for approximately 20-25 years and have a commuting cyclist for over 10 years and have not had one accident/collision with a vehicle or damaged any personal property as a result of cycling, despite logging likely tens of thousands of miles.  I'd like to discuss some of the benefits of cycling, but I'll save that for later when we determine what your policy actually states.
I also called in to BBT's customer service line, and they couldn't find anything in their policies that stated that I couldn't be served, but he said it's common for local branches to tell folks they have to be in vehicles (he didn't say motorized though).  They've escalated my call and said they'll be looking into it further.  I explained to them that I've driven my car to work once in the last month, and that my schedule makes it difficult to get to the bank when their branches are open.  However, it's frequently possible and easy on my way home via bike to deposit at the drive-thru.  Plus, I had $700 in cash that I hadn't been able to deposit for days due to my schedule and felt strongly about getting it in the bank.
Thanks for you time!   Have a great day and look forward to hearing from you regarding my experience in the drive-thru.
Sincerely,
~C. Derek Springston
Cyclist and Morgantown Bike Board Member
--
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  Nothing compares to the simple pleasure of a bike ride.  -John F. Kennedy
 "...the arc of the moral universe is long, but it bends towards justice." - Martin Luther King
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--
Let deeds, not words, be your adorning.  -'Abdu'l-Baha
  Nothing compares to the simple pleasure of a bike ride.  -John F. Kennedy
 "...the arc of the moral universe is long, but it bends towards justice." - Martin Luther King
 "...change can be so constant you don't even feel the difference until there is one. It can be so slow that you don't even notice that your life is better or worse, until it is. Or it can just blow you away, make you something different in an instant." - George from 'My Life as A House'
--
Let deeds, not words, be your adorning.  -'Abdu'l-Baha
  Nothing compares to the simple pleasure of a bike ride.  -John F. Kennedy
 "...the arc of the moral universe is long, but it bends towards justice." - Martin Luther King
 "...change can be so constant you don't even feel the difference until there is one. It can be so slow that you don't even notice that your life is better or worse, until it is. Or it can just blow you away, make you something different in an instant." - George from 'My Life as A House'
--
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