I spent an hour last week – much more than that if you consider shoulder time – opening a business bank account at TD. Most of that time was spent with the banker filling out the forms on her terminal and looking up our details on a website. There was nothing to be sold on, nor was there really anything I needed to be informed of.

There is real cost in 3 people sitting in a room for this length of time, and yet there was nothing that we did that couldn’t have been done online or even automated.

What a waste.