Denny Hatch is the author of six books on marketing and four novels, and is a direct marketing writer, designer and consultant. His latest book is “Write Everything Right!” Visit him at dennyhatch.com.

Note: Denny Hatch personally responds to all correspondence. Readers Respond to "Making a Complex Business Consumer Friendly," which discussed the differences between Internet banking and the brick-and-mortar branch banks. If online banking people could be trained by the folks of USAA Federal Savings Bank (www.usaa.com) on the fine art of delighting my hard nose, the need for bricks would crumble. My wife, CPT Sonia Hearn RN, serves with the 10th Combat Support Hospital in Baghdad, Iraq. At any point on the earth, she or I can lift a phone and speak to a sunny service representative while pondering our account status online.

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