The film industry (and its patrons) likes its sharpshooting archers. Since Disney's 1973 adaptation of the Robin Hood legend, there have been dozens of films depicting the hero of Sherwood forest. Besides Robin Hood, we've had John Rambo, Legolas, Hawkeye, and Katniss Everdeen. All these archers are able to hit their target every time. If you've [...]

If you're into fantasy sports, you pay a lot of attention to statistics. You pick players for your fantasy team based off of their past statistics, and you hope those players continue to put up good numbers so that your team does well. Now, there are no fantasy SAR leagues, but there are BSA programs, [...]

If the many zombie/post-apocalyptic films are any indication, our future holds some pretty drastic changes. If you knew that at some point this year 90 percent of the population will become zombies, or that the climate will change into a nuclear desert wasteland of broken humanity reduced to fighting for the necessities of life, you would likely build up [...]

Someone once said, "just when I figured out the meaning of life, they changed it." At one point or another, you may have similarly felt that just when you thought you had the Home Mortgage Disclosure Act (HMDA) figured out, they changed it on you. Since its inception in 1975, HMDA has constantly evolved in its [...]

Our last post looked at the kinds of complaints and the businesses represented in the CFPB's consumer complaint database. Your institution likely receives a similar array of complaints. So how do you prioritize which of those complaints deserve the most attention, and how can you use that information to identify areas of your institution that [...]

Most people generally don't like a complainer. It's not pleasant to have someone point out the bad in every situation. But there are times when complaining can accomplish some good. For example, while it may not be very enjoyable to have to respond to an angry customer, looking at complaints your institution has received can [...]

Babe Ruth is considered by many to be the greatest baseball player of all time. Why? Well for starters, he set MLB records for home runs, runs batted in, bases on balls, slugging percentage, and on-base plus slugging, the last two of which still stand today. You'd be hard-pressed to find someone in the country [...]

Life isn't easy. If that surprises you, you should probably check with someone to make sure you're still alive. Part of life's difficulty comes from mistakes. People are very prone to making them, and they cause all sorts of problems. The good news is that most people learn from their mistakes, and figure out ways [...]

Complaint management used to be so simple. Perhaps your institution looks back fondly on the days when complaints were usually over the phone about a billing issue. But in this day and age, customers, members, and even employees have a cornucopia of complaint outlets, such as Facebook, Twitter, Yelp, and of course, the CFPB’s complaint [...]

When you're young and you see the grown-ups doing things like staying up late, eating whatever they want, and doing other really great-looking grown-up things, you can't wait to get older. But then, you become a grown-up and you've got bills to pay, a job that requires you to know about remittance transfers (what?), and [...]