Sandy K. Jones began her banking career as a teller, just one of the many worker bees providing the first line of service to bank users-and the first line of defense against upset customers.

Over the years, Sandy has been yelled at by complete strangers, dealt with unexpected drive-thru visitors, and worked with the best and worst the industry has to offer. She survived it all with a deft sense of humor.

From the small family atmosphere of a community bank to large banks where people take a back seat to sales quotas, Sandy's seen it all. If you've ever wondered why the lines...