Reese’s Southern Wisdom

August 7th, 2017 • By: Patricia Egen ACT CRM, Business growth, Productivity, Sales, Sales management, Time Management


Several years ago I had the pleasure of meeting a new client who has also become a friend. His name is Reese Griffin. He is now retired, and was lastly a SVP at Boston Mutual Life. He’s a born and bred southerner from Tennessee.

Reese came to us looking for Act consulting. He is a devotee of the product and has been for years. It runs his world and he’s almost lost without it. I was impressed with how well he used it and how he made it a vital part of his every day actions. Often, when we were working together on various projects, Reese would share stories and ideas about a variety of topics. His down home, southern common sense style impressed me. He understands how to deal with customers and prospects and has great experience knowing how to be profitable and rewarded in daily interactions with people. His genuine love for dealing with people is infectious. His ideas and approach work not only for the sales process but for all dealings with people. I’ve learned so much from him reliving his journey with wonderful stories and anecdotal comments.

One day while we were working on a project, I told him now he was retired he should share his wisdom with others. His ideas are great fodder for blogs, podcasts, sales training and seminars. That germ of an idea grew into ongoing discussions and I’m now ready to start off this next venture with a blog series I’m calling Reese’s Southern Wisdom. 

The topics are concepts and tips Reese has learned over the course of his career that influenced him and led to his success. The ideas work whether you are a sales person trying to keep ahead of the game, or a small business owner dealing with every day challenges. All the ideas are either good old-fashioned common sense or topics taught in sophisticated sales training, but now morphed into Reese’s way of thinking. I will interject some of my own thoughts into the posts as well – this will be a melding of a variety of ideas and how to implement them. 

This first post is the introduction to what is coming over the next several months. To peak your interest, here’s some of the topics, many in “Reese speak” which will be explained in each post. There will be interjections on how these ideas can be enhanced or implemented using Act to tie it all together.

1. Strategies to maximize your strengths and minimize your weaknesses.
2. Tangiblize the intangibles (true Reese speak)
3. Lombardi time
4. The power of warm calls
5. Columbo Style
6. What you wear and how you wear it makes a difference
7. What to do when you first walk into an office – (the Power of observation)
8. “How do you mean” – or finding out what the customer really wants  (The power of listening)
10. “To be honest” – why you shouldn’t be saying that
11. Understanding the type of customer based on personality
12. Using open-ended questions to get the right answer
13. Do it now

This series is going to be fun. I really look forward to people asking questions or responding with comments. There are all kinds of fancy, expensive sales training and people management courses on the market today. To me, though, many of them take it too far or become too impersonal. Dealing with people should be simple. Good old common sense works the majority of the time. We just need to be reminded of it periodically.

Duplicate Contacts – The Never Ending Battle

July 10th, 2017 • By: Patricia Egen ACT CRM, Data management, Swiftpage ACT

We have a great tool that I had my programmer write years ago. It’s called Duplicate Remover Expert for Act. We sell a lot of this nifty product. I had a client call me recently, told me they loved the program, but were very frustrated that they always seemed to have duplicates. He also wanted some tips on finding those duplicates that the normal internal process didn’t detect.

After giving him my answers, I realized they needed to be in a blog post and this is that article.

First off, there will always be duplicates. Always. This is for a variety of reasons. Number one reason – human. People will not search the database first, and even if there are rules to detect a possible duplicate, people tend to not ask how to correctly spell a name, so they enter it with a slightly different spelling. Or, they add a suffix, like Jr. You get the idea.

Another reason for duplicates is machine-created. Like Act, there are lots of CRMs that interface with Google or Outlook. Again, if a name is slightly misspelled or duplicate management is turned off, as soon as you set up the integration between the two systems, you get duplicates. Lots of them.

Importing data will often lead to duplicates when duplicate checking is turned off, or again, there are slight differences in the names or other fields.

The reasons stated above are why I say there will always be duplicates, even if only one person uses the database.

Now that we have that resolved, this is where my duplicate remover tool comes into play. It allows you to search on up to 6 fields (I’ll explain where that helps a bit later), search for names that “sound” the same (ie Bob, Bobby, Pat, Patricia), and leave out fields that are blank (like Company in a financial planner database).

The reason we set up the app to search on up to 6 fields is because data is different. Some databases, like mentioned earlier, have no company fields. Some may have fields like counties. There may be account number fields brought in from external systems. The idea is to try to narrow down as many duplicates as possible. The more fields you search, the deeper you dig down into the data to identify duplicates.

Now I’ll show you some tips on finding as many duplicates as possible. People’s names can be a variety of things, including middle initials, suffixes, etc. One trick is to search for First Name and Last Name instead of Contact. Many systems, like Act, are very anal in what they consider a duplicate. John Smith and John Smith, III are not a duplicate. Nor is Patricia Egen and Patricia R. Egen. That’s why the First Name, Last Name gets around that particular situation.

Another trick is to search by email only. This will not find all the possible dups because many organizations will use the same email for every person in that company, but it is a way to isolate potential duplicates.

The next trick is to search by Last name, Email and Phone. This one catches the situation where the first name is different and causes the program to think it’s not a duplicate. An example of this is Robert and Bob. Our program uses something called Soundex which only looks at the first letter so it misses the Robert and Bob situation. Searching on Last Name with other fields gets around that.

The biggest trick, though, is to run multiple passes against the data using all the tricks noted above. You are trying to find as many duplicates as possible that are “hiding in plain sight.”

One of the things I like about our tool is I can run a search using examples noted above and save them to a group in Act. Then, you can go back into the Group, look for obvious non-duplicates, remove them from the group (while keeping our tool open), go back to the duplicate remover program and then dedup that group. I find this very useful.

I hope you find these tips helpful. In summary, make sure you check the database first before entering a new contact – do searches by last name, email or phone, not just the contact name. When integrating with external contact systems, try to make sure they are current and don’t have duplicates themselves. Otherwise, your contacts start replicating like rabbits.

Happy deduping.

Want to learn more about our duplicate remover for Act? Check it out here: Duplicate Remover Wizard Expert

Windows Restart – More than you think

June 5th, 2017 • By: Patricia Egen ACT CRM, Microsoft, Swiftpage, Swiftpage ACT, Windows

Patricia Egen Consulting Fast TipsEvery week I try to have a social media “theme” and this week it’s Tips and Tricks.

Last week we helped a client who couldn’t get Act to open after Windows did an update without him asking. Nothing appeared to be wrong. I asked him if he had rebooted and he said yes, multiple times.

Then, I did my normal “call in the guru” (that being my husband) and he said have him do a RESTART and not a reboot. I’ve been working with PC’s forever and I “thought” reboot and restart were the same thing. Shame on me for believing that.

What I learned made me think it would be a good blog article because I believe other people had the same idea as I.

Starting with Windows 8, Microsoft came up with something called Fast Start/Boot. Basically, people were complaining about how long it would take Windows to start up after being shut down – especially those who saw that Mac’s came up so quickly.  Their response was the Fast Start. If this is enabled on your computer (which it is by default) then Windows basically does a hibernation.  The machine only saves a snap shot of the operating system but not applications (or in this case, Act).

A restart, however, reloads the operating system intact, sort of a like a clean refresh.

When we told the machine to restart, Act opened up just fine. Confusing. Indeed. Grateful customer, indeed. New lesson learned, you bet.

If you are curious and want to see where this option is set, go to Power Options in the control panel.  Click on Power Options.  Then click on Choose what the power buttons do.   When you click on the Change settings that are currently available, it will make the checkboxes active where you can change them. You will probably notice the Fast Start is checked.

After doing some research on my own, I didn’t see the boot time taking any longer – and if anything I saw some of my apps load faster by unchecking Fast Start.

Strange things once again in Microsoft land. And once again, it’s so true you learn something new every day.


Using Actdiag – Act’s diagnostic tool

May 12th, 2017 • By: Patricia Egen ACT CRM

For years, there has been a diagnostics tool included with Act. It’s called Actdiag. While it’s not a tool that everyone will want to use, it’s powerful and can get your Act database out of a jam in a crisis.

There are several options that Actdiag can handle. The one I am going to cover today is Reindex.

Within Act, under the Tools menu, there is a database maintenance option that an Administrator can use to Check and Repair a database. This is something that should be done on a regular basis to keep your Act database running smoothly and efficiently. You can set it up to run using the Act scheduler as well. It can be run from a workstation that is connected to the Act server.

If you run check and repair and it gives you an error, then you need to use Actdiag to fix the issue.

Part of the check and repair from within Act is a reindex function. What this does is go through all the tables and reorganize data. When you do adds and deletes in your Act database, over time the indexes get fragmented. A reindex “realigns” them. Running the reindex inside Act does a bit more than just the realignment. It puts things in place so that your searches work fast. If you have done a check and repair and cannot find something via a search, that you know is in your data, then you want to perform a Reindex using Actdiag.

For the most part, running Check and Repair inside Act is sufficient. Running a reindex from Actdiag will be faster because it is doing less other steps. You want to do it from Actdiag if you suspect, like mentioned above, that there is data that is in such a squirrely state (that’s a technical term) it cannot be fixed by the normal check and repair.

The other important thing to realize is Actdiag needs to be run on the server hosting the Act database. And, when you run a reindex from Actdiag, it will disconnect any users currently in the database so you want to use this tool either off hours or let people know there will be a temporary disruption in access to the database.

There are lots of other things you can do with Actdiag, but the reindex feature is the one you may need to turn to if you can’t get to support or your Act consultant and you are stuck.

To use Actdiag, click on the Windows Start button and enter ACTDIAG in the run box.  And remember you need to run it on the server hosting the Act database.

If you want to know additional information about this nifty tool give us a call (423-875-2652) or call your local Act consultant.

Pain or Passion – Keys for Nurturing Customer Relationships

May 1st, 2017 • By: Patricia Egen ACT CRM, Management, Organization, Sales, Sales Automation, Social CRM

It’s hard to come up with fresh materials for social media. Every weekend when I plan out my tweets for the week, I’ve settled on having a general theme. It helps me gather material and puts a focus on things that come up spontaneously throughout the week. As I have said before, life in general is the best producer of ideas for posts.

My social media theme this week in Nurture Marketing. What led me to this idea was actually reading another article about selling. The article talked about telling stories as a way to talk about products and services. The idea was tell people why you do what you do or why the product was created versus what you do or how a product works. The article suggested remembering things that had happened and influenced you in your business and then telling the story.

One of the things I remembered was a presentation by Jim Cecil, author of Nurture Marketing. It was at a conference in Nashville and was several years ago. But I remember very clearly what Jim talked about and it resonated with me. It helped foster many ideas I have used in our own business and have helped make it the success it is today.

The conference I attended was around a product that rested on top of Act. The concept of the product was to put in place a model for keeping track of your customers – or in other word, nurturing the relationship – from cradle to grave. Bringing in Jim to talk about his methodology was a perfect fit.

There were several ideas that came out of Jim’s talk, but the one I will show here has far reaching power. Jim suggested creating two fields in Act – one called Pain and one called Passion.

Here’s what he suggested. When talking to your clients, don’t just talk about your product or service. Learn about them and their business. What keeps them up a night? That’s the Pain part. What wakes them up early in the morning, raring to go. That’s the Passion Part. I think of my sons and know that golf (and not just little kids) can get them up early in the morning before the crack of dawn. I know that HIPPA is keeping many people in the medical profession up at night. For me, gardening and cooking are passions. Wondering where the next project will come from is pain.  Your trick is to figure what these are for your customers.

Knowing what is painful for a client can help you find solutions that soften the pain or even eliminate it. Knowing what is a passion for client gives you something to use as part of a warm touch. For example, for all the clients in your database that have Golf as a passion, and you are lucky to have access to tickets to local golfing events, send them out as a “here, I was thinking of you.”

Save articles that relate to the pain and passion items. Once in a while, send out the article, using mail merge in Act (or add it to a SAM campaign) to everyone who had that topic as their pain or passion item. The email looks personal. It’s a warm touch. It’s not a sales pitch. It’s a “we think enough of you to send you something that you might find interesting.”

Warm touches are very effective. And Personal. And are part of nurturing the customer relationship.

I must be candid and say I don’t do the pain/passion article emails as often as I used to. We all get caught up in our day to day minutia. But it only takes a few moments. And it can have long lasting results. It is actually funny because I talk about the pain/passion field to clients all the time. Guess I need to eat my own dog food. Gee, wonder how many of my clients have Dogs as their passion? Hm. Gotta go find some articles.

Happy nurturing. And think about stories you have that have inspired you. Use them in your selling efforts. Use them in your nurturing efforts.

If you would like some help setting up Pain/Passion campaigns, give us a call at (423)875-2652. Mention this blog post.

For more info on Jim Cecil and Nurture marketing visit here:

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