Well, also to explain why she wasn't there after a time.

Joann comes from a different era of work, when full service—with a smile—was the baseline expectation. Our banker is in her mid-60s and kind of the same way: we come to her with a request and she just takes care of everything.

In our current corporate hellscape, companies want to cut costs by cutting down service to the bare minimum necessary to function in compliance with all regulations. The line workers, being given menial, unrewarding tasks with an increasing amount of paperwork they are now responsible for, naturally respond by putting forth the barest amount of effort necessary and clocking out as early as they can get away with.