We sold it as a "security precaution, if you create an online access account in our branch, hackers won't be able to create one for you." As far as WF's intere

We sold it as a "security precaution, if you create an online access account in our branch, hackers won't be able to create one for you." As far as WF's interest goes- this is one of those situations where the bank's strategy relied on having customers use as many products as possible, the thought was that if you use many banking products, you're less likely to switch banks. So all sales goals were set around the number of products (we called them "solutions") you sold. This is a rational strategy, but since things like debit cards or online accounts counted as solutions and the sales pressure was immense, the system could be gamed by selling solutions that really didn't help the company's overall goals. It was a broken incentive system.