Look up PARTIAL names!

Look up PARTIAL names!

Train your staff to do look ups on partial names, not full names. If you're looking up an individual's name, you should only have to type in part of the last name to find the record. The same goes for company names (i.e., organization records). Partial is better than full, because full increases the odds of misspelling, and thus missing finding the record.

My last name has a funky spelling and people unfamiliar with it will often mess up the order of the last three letters. So "lil" becomes "ill." If you type my name as "Trochill" instead of "Trochlil" you'll get a "no records found."

But here's the thing: Most modern systems automatically add a wildcard to the end of any word you type in the search bar. So if you enter "troch" rather than "trochill" you'll get all records that START with "troch." And guess what will be on the list? MY name!

Searching on partial names will help you avoid creating duplicate records ("Oh, you're not in here, I'll have to add you") and will improve your customer service ("Can you spell that again for me?").

Wes's Wednesday Wisdom Archives

KPIs and Dashboards

February 28, 2019

I saw DJ Muller from MemberClicks speak on KPIs (key performance indicators). In his session …

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Documenting Process is Critical

February 22, 2019

When it comes to managing data successfully, process is critical. For example, a client of …

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Motion vs. Action

February 14, 2019

In James Clear’s book Atomic Habits (I recommend it!), he discusses the concept of motion vs. action. …

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Are You Answering Your Calls?

February 7, 2019

I’ve written about this before, but apparently I have to keep repeating it. If you’ve …

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Who do you trust?

January 31, 2019

Who Do You Trust I was reading an article recently about Warren Buffet’s “rules” for …

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Set benchmarks to measure progress

January 24, 2019

It’s impossible to measure progress if you don’t know your starting point. This sounds axiomatic, …

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You’ll make incorrect decisions. Acknowledge them and fix it.

January 17, 2019

A client of mine recently wrote the following to me: “It’s so hard to set …

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"Experience is unobservable to everyone except the person who it happens to."

January 10, 2019

In Dan Gilbert’s book Stumbling on Happiness, he writes: “Experience is unobservable to everyone except …

"Experience is unobservable to everyone except the person who it happens to." Read More »

Know Your Audience Before You Speak

December 20, 2018

This one may seem obvious, but when you’re speaking to anyone, whether it’s one person, …

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"Behavior is a function of the person in their environment."

December 13, 2018

Lewin’s equation says “behavior is a function of the person in their environment.” (He was …

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