The ability to control your emotions and take full responsibility for your life and its opportunities and dramas is one of the key skills necessary for success, balance and happiness. There may be times during life when it is appropriate to feel guilt, anger, resentment, fear, jealousy, disappointment, grief, insecure, blame and hundreds of other feelings due either to your belief system and values or the circumstances and people that life throws in your path. Some people have the ability to experience these various emotions and then let them go quickly leaving no long-term negative residual effects. Other’s, on the other hand seem to remain stuck in any one of these negative emotions, to their detriment, I might add. Emotional maturity is the ability to see life clearly. To deal in - what is. Not what can be or was or what you want it to be.
Wednesday, May 25, 2011
Friday, May 20, 2011
Online bookings - Members and Fellows
As from Saturday the 21st of May all Members and Fellows will receive email confirmations of all bookings , cancellations of bookings and all moving of bookings when you book into golf competitions at McLeod through our online booking system.
It is now even more important that we have your current email address.
If you have changed your email recently or if you now have email can you please contact the office on 33763666 or send us an email from your new address so we can update your information.
Thank you
It is now even more important that we have your current email address.
If you have changed your email recently or if you now have email can you please contact the office on 33763666 or send us an email from your new address so we can update your information.
Thank you
Wednesday, May 18, 2011
Emotional Baggage
"Don't keep it dump it and move on"
Was it something your parents did 20 years ago? Something a customer said last week? Or something a spouse or friend said yesterday? Old baggage is emotional stuff we carry around with us for days, months or even years. It is usually negative stuff like old hurts, resentments, anger or some kind of pain inflicted by another person or situation. It can also be just carrying around some old guilt, failure or fear that impacts our current relationships and life in general.
Why do people hold on to all of these old feelings? Everyone moves through life with their own very personal agendas, needs and life issues. Old baggage starts to feel very comfortable after a while, so comfortable as a matter of fact that many people die never able to let go of these hurts, slights and pain. There is one very good reason to let go of all of this stuff. One of the major causes of stress today is suppressed emotions that fester in the body taking their eventual toll on some aspect of our physiology. One of the biggest causes of stress today is all of this old emotional baggage. So why let it go? It may kill you if you don’t.
For more information go to
www.timconnor.com
Was it something your parents did 20 years ago? Something a customer said last week? Or something a spouse or friend said yesterday? Old baggage is emotional stuff we carry around with us for days, months or even years. It is usually negative stuff like old hurts, resentments, anger or some kind of pain inflicted by another person or situation. It can also be just carrying around some old guilt, failure or fear that impacts our current relationships and life in general.
Why do people hold on to all of these old feelings? Everyone moves through life with their own very personal agendas, needs and life issues. Old baggage starts to feel very comfortable after a while, so comfortable as a matter of fact that many people die never able to let go of these hurts, slights and pain. There is one very good reason to let go of all of this stuff. One of the major causes of stress today is suppressed emotions that fester in the body taking their eventual toll on some aspect of our physiology. One of the biggest causes of stress today is all of this old emotional baggage. So why let it go? It may kill you if you don’t.
For more information go to
www.timconnor.com
Monday, May 16, 2011
Thoughtfulness ... something to think about
Thoughtfulness.
“When a person is down in the world, an ounce of help is better than a pound of preaching.” Edward Bulwer-Lytton
Have you ever noticed that some people are more generally thoughtful and appreciative than others? Why is it that some people:
-Say thank you regularly.
-Return phone calls on a timely basis.
-Acknowledge gifts and thoughtful acts in a positive and responsive way.
-Think more about how they can help others vs. themselves.
Over the years I have tended to notice this character trait in people, whether friends, family or total strangers. Are we just too: into ourselves, preoccupied, self-centered, busy, or do we downright just not care about others’ issues, feelings, dreams, concerns or challenges? Are our own personal agendas taking precedence over any thoughtful behavior? There are a number of considerations when it comes to this simple idea of being thoughtful and appreciative. Here are just two.
One: To be thoughtful of others because in some way you can bring sunlight into their lives regardless of their life dramas, position or status. Everyone needs some degree of acknowledgement, validation, appreciation, thoughtfulness or cheerleading. Can some kind act ease their burden or lighten their emotional load – even if only for a moment in time?
Two: The other is to show some recognition of the acts that other’s do for you whether solicited or not. Some people don’t show appreciation because they:
- Have no manners.
- Do not want to send the message to the other person that they approve of their behavior,
therefore sending the message, keep it up. They would prefer they stop. They don’t like
feeling guilty, obligated or uncomfortable.
-Don’t even notice the thoughtful acts of others.
-Expect thoughtful acts from others. They deserve them.
I could go on indefinitely with this information, but I am sure you know or have known people who you would define as less than thoughtful or appreciative. Maybe, even you fit into that category if you are willing to do a little honest self-appraisal. So what are our options when it comes to thoughtful attitudes:
1. Don’t attach strings to your thoughtfulness (expectations or barter)
2. Stop being thoughtful of others. (Let their behavior determine yours)
3. Be thoughtful only where it is appreciated, even if in small ways.
4. Start keeping score.
5. Be who you are and give and show thoughtfulness because that is who you are and it has
nothing to do with the receiver. Gifts given with love have no expectations or agendas
for a return of any kind.
6. Start giving anonymously. Send cards, notes of inspiration etc. to people and don’t
sign them.
And, if you are the lucky recipient of a thoughtful act from a friend or stranger take the time and energy to show appreciation - every time. Don’t break the chain. Even if the thought or act meant nothing to you or had no value for you, what is lost with a heartfelt thank you - I appreciate that!
For more info on this topic contact Tim Connor
www.timconnor.com
“When a person is down in the world, an ounce of help is better than a pound of preaching.” Edward Bulwer-Lytton
Have you ever noticed that some people are more generally thoughtful and appreciative than others? Why is it that some people:
-Say thank you regularly.
-Return phone calls on a timely basis.
-Acknowledge gifts and thoughtful acts in a positive and responsive way.
-Think more about how they can help others vs. themselves.
Over the years I have tended to notice this character trait in people, whether friends, family or total strangers. Are we just too: into ourselves, preoccupied, self-centered, busy, or do we downright just not care about others’ issues, feelings, dreams, concerns or challenges? Are our own personal agendas taking precedence over any thoughtful behavior? There are a number of considerations when it comes to this simple idea of being thoughtful and appreciative. Here are just two.
One: To be thoughtful of others because in some way you can bring sunlight into their lives regardless of their life dramas, position or status. Everyone needs some degree of acknowledgement, validation, appreciation, thoughtfulness or cheerleading. Can some kind act ease their burden or lighten their emotional load – even if only for a moment in time?
Two: The other is to show some recognition of the acts that other’s do for you whether solicited or not. Some people don’t show appreciation because they:
- Have no manners.
- Do not want to send the message to the other person that they approve of their behavior,
therefore sending the message, keep it up. They would prefer they stop. They don’t like
feeling guilty, obligated or uncomfortable.
-Don’t even notice the thoughtful acts of others.
-Expect thoughtful acts from others. They deserve them.
I could go on indefinitely with this information, but I am sure you know or have known people who you would define as less than thoughtful or appreciative. Maybe, even you fit into that category if you are willing to do a little honest self-appraisal. So what are our options when it comes to thoughtful attitudes:
1. Don’t attach strings to your thoughtfulness (expectations or barter)
2. Stop being thoughtful of others. (Let their behavior determine yours)
3. Be thoughtful only where it is appreciated, even if in small ways.
4. Start keeping score.
5. Be who you are and give and show thoughtfulness because that is who you are and it has
nothing to do with the receiver. Gifts given with love have no expectations or agendas
for a return of any kind.
6. Start giving anonymously. Send cards, notes of inspiration etc. to people and don’t
sign them.
And, if you are the lucky recipient of a thoughtful act from a friend or stranger take the time and energy to show appreciation - every time. Don’t break the chain. Even if the thought or act meant nothing to you or had no value for you, what is lost with a heartfelt thank you - I appreciate that!
For more info on this topic contact Tim Connor
www.timconnor.com
Sunday, May 15, 2011
Leading professional on hand for McLeod golf expo
Leading golfing professional Richard Harris’s love affair with the game of golf began when he first wrapped his hands around a 7-iron courtesy of a friend.
He was shocked by the power behind his swing but it wasn’t until his grandfather passed away and left him his club’s, that his passion for the sport intensified.
In 1989, Harris’s dreams of turning professional came true, playing on the Australian PGA tour for four years.
Harris is now increasing golfing opportunities in Queensland’s southeast corner as McLeod Country Golf Club’s head professional.
Whilst working at McLeod Country Golf Club, Harris was named the 2009 Queensland PGA Club Professional of the Year and is the current Queensland Men’s State team coach.
Club president Di Paez said it was terrific to have someone of Harris’s caliber as a head professional at McLeod.
McLeod Country Golf Club is holding a free golfing expo on Sunday, June 19 from 9.30am to 2.30pm.
The expo is available to all aspiring golfers or golfing enthusiasts and Harris will be on hand to share his experiences.
For more information on the expo, phone the McLeod Country Golf Club on 3376 3666 or visit www.mcleodgolf.com.au
He was shocked by the power behind his swing but it wasn’t until his grandfather passed away and left him his club’s, that his passion for the sport intensified.
In 1989, Harris’s dreams of turning professional came true, playing on the Australian PGA tour for four years.
Harris is now increasing golfing opportunities in Queensland’s southeast corner as McLeod Country Golf Club’s head professional.
He provides top quality coaching to local golfers, elite golfers and club members who are looking to improve their social game.
“My focus on the game has changed. When you are playing on the tour you are so totally game orientated but when you’re coaching you are more person orientated and I love that,” Harris said.
“I love the club setting, the close friendships you make and the camaraderie. It’s di
fferent to life on the tour but it’s very rewarding for me.
fferent to life on the tour but it’s very rewarding for me.Harris is also coach to leading golfing professionals Ben Pisani and Matt Gyautt.
McLeod Country Golf Club is holding a free golfing expo on Sunday, June 19 from 9.30am to 2.30pm.
The expo is available to all aspiring golfers or golfing enthusiasts and Harris will be on hand to share his experiences.
The golf expo will include a putting clinic, driver demonstrations by PGA professionals, a short game clinic, fashion parade, nearest to the pin competition, demonstrations by leading golfing suppliers, lucky door prize, information kits and fun activities for the kids including a jumping castle and face painting.
Food and drinks will also be available for purchase on the day along with a sausage sizzle.
McLeod Country Golf Club was formed in 1968 for both men and women players and their families to enjoy.
For more information on the expo, phone the McLeod Country Golf Club on 3376 3666 or visit www.mcleodgolf.com.au
Monday, May 9, 2011
Mother's Day at McLeod
What a great day day it was for mother's day this year. Over 190 people enjoyed a fantastic breakfast over looking the course. The food was fantastic and everybody said see you next year.
I would like to thank the staff for doing such a fantastic job. Rita and the team need to be congratulated.
Thankyou too all
Cheers Michael
http://www.mcleodgolf.com.au/
I would like to thank the staff for doing such a fantastic job. Rita and the team need to be congratulated.
Thankyou too all
Cheers Michael
http://www.mcleodgolf.com.au/
Monday, May 2, 2011
Customer Loyalty
This is an interesting read that might help your business encourage loyal customers, and there might be a message for McLeod as well!!!
ARE YOU LOYAL TO YOUR CUSTOMERS?
By Martin Grunstein
There is always talk among businesspeople about how price preoccupied and how disloyal customers are these days. Many businesspeople complain that some of their long term customers switch brands or providers when they are offered only a slightly better deal by their competitor. “Where is the customer’s loyalty?” they cry.
Guess what?
I think most businesses are LESS loyal to their customers than their customers are to them!
How often do you see companies offering a special deal to get new customers or win back old customers when very little has been done to nurture the relationship with the existing customers.
One of my workshop participants said “I used to be a loyal customer of XYZ retailer until they started having massive sales advertised in the newspaper. They are offering 30% off to people who have never done business with them before while I have been paying full price the whole time and have never received any recognition from them. They are not very loyal to me so why should I be loyal to them?”
It is very well known that if you approach your telecommunications provider and tell them you have been made an offer by their competition, they will match that price to keep your business. So who are the people on the worst deals? The people who never complain and just continue to do business with that telco. In other words, their truly loyal customers.
Years ago my wife used to subscribe to MARIE CLAIRE magazine and she always used to renew her subscription when she received the first notice from the publisher asking her to do so. One year she forgot to renew her subscription and she received a letter offering her a make up kit if she renewed. She didn’t respond to that offer and a couple of weeks later came an offer of a make up kit and a voucher to be spent at a well known retail store. We decided to see how much they would offer her if she was “disloyal” and didn’t renew until the last minute and she eventually received over $100 worth of goods to renew. Needless to say, in future years she waited till the last minute to renew and got all the goodies.
This is ridiculous but it is the norm in the industry. The less loyal you are, the more we will give you.
Can I propose an alternative that can save money and create loyalty instead of disloyalty? When the loyal customers renew at the first opportunity (which is what the publisher wants), how about sending them a card saying “thank you for renewing, we appreciate your loyalty” and throwing in a make up kit or some other token of appreciation. That way there is an incentive to be loyal rather than to be disloyal and basically, people will do what gets rewarded – works in parenting, works in business.
I say to my clients that instead of yelling at the people who don’t pay, why don’t you reduce bad debts by recognizing the people who do pay? Get your accounts receivable person to identify all the people who have paid their account on time every month and, at the end of the financial year, send out a card saying “I notice you paid your account on time every month this year. Thanks so much for that. You made my job so much easier. I hope you’ll accept this bottle of wine as my way of saying Happy New Financial Year”.
Next year when I have 12 bills to pay each month and I am only going to pay six of them on time, yours will be the first bill I’ll pay on time every month. It’s easy to not pay a computer, it’s hard not to pay a person, it’s almost impossible not to pay a person who thanked you for paying last time. $15 spent on wine could save you $15,000 of bad debts. It all depends where you place the focus.
The word loyalty is bandied about in business with great inaccuracy.
For example, many companies have “loyalty” programmes like FLY BUYS or Frequent Flyer programmes or “Get your 10th coffee free cards”. Please understand, these are NOT loyalty programmes, they are incentive or, more correctly, bribery programmes. If you spend $17000 on petrol, you can fly to Melbourne. Getting every 10th coffee free is effectively a 10% discount. How can you tell it’s not a loyalty programme? Because when you take away the programme, the customer often leaves too.
Let me tell you the very important difference between recognition and bribery. It is where it happens in the sales process. Recognition happens AFTER the sale and bribery happens BEFORE the sale.
Let me give you a couple of examples of recognition that are cheaper and more effective than bribery.
My financial planner rang me before Melbourne Cup day a few years ago and said he was having a FREE Melbourne Cup sweep for his best clients to thank them for their business. He told me what horse I drew and that there was a big hamper at the office that would be mine if my horse won.
I didn’t win….but I told about a dozen different people about my financial adviser and I think he picked up a client or two from my recommendation stimulated by the free Melbourne Cup sweep.
He could have run ten Melbourne Cup sweeps for 240 clients and generated ten times the goodwill. And perhaps he did. I don’t know and I don’t care. All I know is that I felt recognised and I was motivated to tell others about him.
One of my clients in the optometry has a friend who owns a book shop. Whenever he sells a pair of reading glasses for the first time, and the frames could be anything from $100 to $1000, he sends out a thank you card and a paperback novel he buys from his friend for $5. The card says “Thanks for buying your glasses from us. We really appreciate your business. I hope you’ll accept this book with my compliments and enjoy reading with your new glasses for the first time.”
The optometrist says he gest lots of word of mouth referrals from the $5 book and those people all pay full price for glasses when they do business with him. What is his competitor doing? BUY ONE, GET ONE FREE which has been decimating profits in the eyecare industry for over 20 years.
I am not saying that there is anything wrong with having an incentive for new customers to do business with you or for existing customers to do more business with you, just don’t call it a LOYALTY programme.
It is important to know that people are loyal to people, not companies or incentive programmes. If you want me to be loyal, remember my name, get to know me and ask me about what’s happening in my life when you see me, give me a call to see how my business is going or give me something that is not linked to me buying from you.
That’s what creates loyalty!
The day telcos or airlines or retail stores start spending more on recognition for their existing customers than they do on bribery for potential new customers, that’s the day we will see more customer loyalty in the marketplace, but not before.
Martin Grunstein’s outstanding results with over 500 Australiasian companies across over 100 industries has made him this country’s most in-demand speaker on customer service. He is available to speak at your next conference or meeting and is contactable on 0296623322 or martin@martingrunstein.com.au or you can go to www.martingrunstein.com.au.
ARE YOU LOYAL TO YOUR CUSTOMERS?
By Martin Grunstein
There is always talk among businesspeople about how price preoccupied and how disloyal customers are these days. Many businesspeople complain that some of their long term customers switch brands or providers when they are offered only a slightly better deal by their competitor. “Where is the customer’s loyalty?” they cry.
Guess what?
I think most businesses are LESS loyal to their customers than their customers are to them!
How often do you see companies offering a special deal to get new customers or win back old customers when very little has been done to nurture the relationship with the existing customers.
One of my workshop participants said “I used to be a loyal customer of XYZ retailer until they started having massive sales advertised in the newspaper. They are offering 30% off to people who have never done business with them before while I have been paying full price the whole time and have never received any recognition from them. They are not very loyal to me so why should I be loyal to them?”
It is very well known that if you approach your telecommunications provider and tell them you have been made an offer by their competition, they will match that price to keep your business. So who are the people on the worst deals? The people who never complain and just continue to do business with that telco. In other words, their truly loyal customers.
Years ago my wife used to subscribe to MARIE CLAIRE magazine and she always used to renew her subscription when she received the first notice from the publisher asking her to do so. One year she forgot to renew her subscription and she received a letter offering her a make up kit if she renewed. She didn’t respond to that offer and a couple of weeks later came an offer of a make up kit and a voucher to be spent at a well known retail store. We decided to see how much they would offer her if she was “disloyal” and didn’t renew until the last minute and she eventually received over $100 worth of goods to renew. Needless to say, in future years she waited till the last minute to renew and got all the goodies.
This is ridiculous but it is the norm in the industry. The less loyal you are, the more we will give you.
Can I propose an alternative that can save money and create loyalty instead of disloyalty? When the loyal customers renew at the first opportunity (which is what the publisher wants), how about sending them a card saying “thank you for renewing, we appreciate your loyalty” and throwing in a make up kit or some other token of appreciation. That way there is an incentive to be loyal rather than to be disloyal and basically, people will do what gets rewarded – works in parenting, works in business.
I say to my clients that instead of yelling at the people who don’t pay, why don’t you reduce bad debts by recognizing the people who do pay? Get your accounts receivable person to identify all the people who have paid their account on time every month and, at the end of the financial year, send out a card saying “I notice you paid your account on time every month this year. Thanks so much for that. You made my job so much easier. I hope you’ll accept this bottle of wine as my way of saying Happy New Financial Year”.
Next year when I have 12 bills to pay each month and I am only going to pay six of them on time, yours will be the first bill I’ll pay on time every month. It’s easy to not pay a computer, it’s hard not to pay a person, it’s almost impossible not to pay a person who thanked you for paying last time. $15 spent on wine could save you $15,000 of bad debts. It all depends where you place the focus.
The word loyalty is bandied about in business with great inaccuracy.
For example, many companies have “loyalty” programmes like FLY BUYS or Frequent Flyer programmes or “Get your 10th coffee free cards”. Please understand, these are NOT loyalty programmes, they are incentive or, more correctly, bribery programmes. If you spend $17000 on petrol, you can fly to Melbourne. Getting every 10th coffee free is effectively a 10% discount. How can you tell it’s not a loyalty programme? Because when you take away the programme, the customer often leaves too.
Let me tell you the very important difference between recognition and bribery. It is where it happens in the sales process. Recognition happens AFTER the sale and bribery happens BEFORE the sale.
Let me give you a couple of examples of recognition that are cheaper and more effective than bribery.
My financial planner rang me before Melbourne Cup day a few years ago and said he was having a FREE Melbourne Cup sweep for his best clients to thank them for their business. He told me what horse I drew and that there was a big hamper at the office that would be mine if my horse won.
I didn’t win….but I told about a dozen different people about my financial adviser and I think he picked up a client or two from my recommendation stimulated by the free Melbourne Cup sweep.
He could have run ten Melbourne Cup sweeps for 240 clients and generated ten times the goodwill. And perhaps he did. I don’t know and I don’t care. All I know is that I felt recognised and I was motivated to tell others about him.
One of my clients in the optometry has a friend who owns a book shop. Whenever he sells a pair of reading glasses for the first time, and the frames could be anything from $100 to $1000, he sends out a thank you card and a paperback novel he buys from his friend for $5. The card says “Thanks for buying your glasses from us. We really appreciate your business. I hope you’ll accept this book with my compliments and enjoy reading with your new glasses for the first time.”
The optometrist says he gest lots of word of mouth referrals from the $5 book and those people all pay full price for glasses when they do business with him. What is his competitor doing? BUY ONE, GET ONE FREE which has been decimating profits in the eyecare industry for over 20 years.
I am not saying that there is anything wrong with having an incentive for new customers to do business with you or for existing customers to do more business with you, just don’t call it a LOYALTY programme.
It is important to know that people are loyal to people, not companies or incentive programmes. If you want me to be loyal, remember my name, get to know me and ask me about what’s happening in my life when you see me, give me a call to see how my business is going or give me something that is not linked to me buying from you.
That’s what creates loyalty!
The day telcos or airlines or retail stores start spending more on recognition for their existing customers than they do on bribery for potential new customers, that’s the day we will see more customer loyalty in the marketplace, but not before.
Martin Grunstein’s outstanding results with over 500 Australiasian companies across over 100 industries has made him this country’s most in-demand speaker on customer service. He is available to speak at your next conference or meeting and is contactable on 0296623322 or martin@martingrunstein.com.au or you can go to www.martingrunstein.com.au.
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