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By Jaidyn Crookston | January 23, 2024 | 15 Minute Read

Finding Complaint Trends: Take Your Institution from Repeat Offender to Everyone’s Favorite Place to Bank

Here’s an exciting fact: Many customer complaints are avoidable.    Ideally, complaints are few and far between. But if your financial institution is a repeat offender, it’s time to change. Instead of waiting for complaints to rol...

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By Jaidyn Crookston | December 12, 2023 | 6 Minute Read

How One Compliance Specialist Handles Complaints For Four Separate Banks (And No, It Isn’t Time-Consuming)

Picture this: a compliance specialist buried under a mountain of emails and complaint forms, desperately trying to track and resolve customer issues. See it in the mirror every day?   If so, you know how difficult it is to track a...

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By Jaidyn Crookston | October 18, 2023 | 8 Minute Read

How to Turn Upset Customers into Advocates for Your Institution

It happened again. A teller at one of your bank branches made a small mistake (they’re human, after all), and now a customer is angry.    The customer (let’s call him John) has banked at your institution for years and has never ma...

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By Jaidyn Crookston | May 09, 2023 | 7 Minute Read

Why Customer Complaints Are a Good Thing

When you hear “customer complaints,” you probably don’t think, “Yay! Now I can learn more about my institution and potentially turn an angry customer into a happy one! This is exciting!”    No, you probably think something along t...

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By Jaidyn Crookston | April 18, 2023 | 8 Minute Read

5 Things Stopping Your Financial Institution From Responding to Customer Complaints

You’ve likely heard that your financial institution needs to respond to customer complaints. But to take that a step further, your goal should be to respond to every complaint, in every channel, every time. This can be a daunting ta...

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By Jaidyn Crookston | March 07, 2023 | 12 Minute Read

How to Properly Respond to Customer Complaints

If you’ve ever read “Hug your Haters” by Jay Baer, you’ll understand why businesses should respond to every complaint, in every channel, every time. This means that anytime a customer, potential customer, or community member complai...

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