The missteps in Wells Fargo’s fraud scandal response are well documented. As crisis consultants, our clients are asking us: Could this now chronic crisis have been prevented?

Yes and no. At least a more in-tune management could have kept this from getting worse:

1. When employee letters citing fraud – one dating back to 2007 — and a  petition from 2014 signed by thousands of employees complaining about draconian sales quotas are sent to management, don’t dismiss them.