Your call center is quiet… and that’s a good thing.

If you’re a bank marketing exec, you usually try to come up with ideas that will resonate with customers and prospects, leading them to eagerly respond online, on the phone, or in person at the branch.

But sometimes the lack of response is what you want. In these instances, silence is golden.

In the world of banking, mistakes sometimes happen. We know, because crafting apology communications is a challenge we often encounter here at MKP! We call them “Oops” communications, and over the years we’ve developed several key guidelines for dealing with errors. Read on, and learn how you can turn an unfortunate snafu into an opportunity to cement an even stronger relationship with your customers.

First, don’t overreact.