as a former small business owner who felt the impact of the banks walking away from that sort of local in-person lending, I can totally buy in to this.
We used to have a business bank manager who knew us, used our business themselves, probably knew all the other community issues that impacted on us. After 2008 they were "early-retired" and replaced by call centre staff, who knew nothing about us that wasn't on a screen and couldn't even do the paperwork efficiently.