Episode 678: How to Give Visitors a “Wow!” Experience / 第678集：如何給訪客一個 "哇 "的感覺？的體驗

 第678集：如何給訪客一個 "哇 "的感覺？的體驗

來自BNI猶他州北區的Mark Appelbaum本週將回歸播客，講述如何給遊客帶來 "哇！"的體驗。分會的每個成員都在其中扮演著重要的角色。如果你想讓訪客選擇你的分會，而不是你所在地區的其他分會，你就不能把這一切都留給訪客主持人。

"哇！"體驗的要素

• 分會會長的個人郵件，向來訪者介紹分會中潛在的權力團隊成員。
• 邀請來訪者的會員通過群聊的方式將來訪者的職業和聯繫方式分享給其他分會的會員，讓他們可以主動聯繫。
• 與其他分會成員進行標籤合作。互相幫助寫邀請函，找人介紹訪客。
• 在正式開始時間前5-10分鐘到場。當參訪者到達那裡時，房間裡會有很多BNI會員歡迎他們。
• 對待會議上的每一張新面孔，就像對待你最好的客戶一樣。

"如果不是我，是誰？如果不是現在，什麼時候？我必須掌握主導權：這是我的事業。我必須掌握主導權：這是我的分會。" Mark Appelbaum

如果你有創造良好訪客體驗的技巧，請在下面的評論中分享。

本集由Ivan's Inner Circle贊助。今天就成為創始會員吧

第678集完整版

Priscilla:

大家好，歡迎回到BNI官方播客。我是Priscilla Rice ，現在從加州伯克利的Live Oak錄音室為您播報。我今天在電話里和大家見面的是BNI的創始人兼首席願景官，Dr. Ivan Misner. 。你好，Ivan，你這週在哪裡？

Ivan:

我很好，除了在世界各地的許多記錄訪問之外，我本週通過Zoom直播加拿大地區的活動。所以我這週在加拿大。好的。現在也是這個星期我有一個客人。這是他第五次做客BNI播客。他的名字是 Mark Appelbaum.。

Mark在BNI工作了15年多，他擔任主任顧問5年多，他在BNI猶他州北部地區成功發起了10個分會。他說，Mark與他了不起的妻子蒂芙尼結婚近20年，有兩個孩子，瑞安和珍娜。而Mark最喜歡做的事情之一就是教分會成員如何給訪客一個WOW的體驗。我想不出有什麼比這更好的了。歡迎回來，Mark，來到BNI播客。

Mark:

非常感謝Ivan，能回來很高興。

Ivan:

很高興你能來這裡。你想從讓訪客感到被需要開始。所以，樓面都是你的。

Mark:

嗯，謝謝你。你知道，一個小的背景 為什麼這個話題是 - 長大後，我長大 回到東部，在紐約， 和我的父親擁有寵物店 在當時，我為我爸工作了很多年，我爸就是我的世界。而他在經濟上掙扎了很久。所以，如果有顧客不高興地離開他的店，就會影響到他的生活。所以，我總是盡我所能， 如果一個客戶是不是有一個積極的經驗， 至少有他們離開 盡可能感到快樂。

你知道，在BNI，每個訪客不僅是BNI的潛在客戶，也是我們的潛在客戶。他們是我們的潛在合作夥伴，所以，我們如何對待我們的訪問者是必要的。所以，這個播客，你知道，如果你是一個訪客主播，它不僅僅是針對訪客主播的。它的真正目的是讓每一個成員都能以訪客接待員的心態來對待，因為我們都在訪客體驗和我們分會未來的成功中扮演著一個角色。

Ivan:

讓我快速補充一件事，馬克 我不知道你是否知道這一點，但當我開始BNI，我們沒有訪客主機; 我說的一件事是，如果你邀請一個遊客，你必須是他們的主人。老實說，這並沒有起到很好的作用。因為並不是每個人做主人都是平等的。所以我們創造了 "訪客主人"。但這是我對BNI最初的概念，就是每個人都必須是主人，尤其是邀請他們的人。

Mark:

而且我很喜歡你在Givers Gain中分享的故事，你派去一個分會的訪客，最後去了另外一個分會，這個分會其實是設計了訪客接待計劃的。所以各位聽眾，想想你的分會在哪個地區，你的地區有多少分會。而就在猶他州北部地區，我們有53個分會，就在鹽湖區，我們有二十多個分會。所以，根據遊客的情況，他們真的，在20英里的半徑，20分鐘的半徑內，他們有各種各樣的分會可以選擇。

所以，對於聽眾來說，如果你花點時間想想你的分會，以及它所擁有的文化，現在，想像一下，你所在地區的每一個分會都和其他所有分會在同一時間、同一日期、同一地點開會。當然這是不可能的。但是，想像一下為什麼訪客會選擇你的分會而不是其他所有的分會？你知道，它真的歸結為什麼 詩人瑪雅-安吉洛說人們會忘記你說過的話 人們會忘記你做了什麼，但人們永遠不會忘記你給他們的感覺。

Ivan:

是的

Mark:

當我們幫助來訪者感到受到歡迎和重要時，他們更有可能想要更多的東西。同樣，這也是為什麼我們都要在這種積極的體驗中扮演一個角色。無論你是否是訪客主持，你對你的分會的貢獻，以及你對訪客如何進入房間和進入Zoom呼叫以及歡迎他們的參與，真的會帶來如此不同。

所以，舉幾個例子，會員和分會可以採取對他們非常有利的想法。第一個是，當來訪者已經在BNI Connect中註冊了，領導團隊就會收到一封郵件，說某某已經註冊了，要在這一天訪問。

Ivan:

沒錯

Mark:

好吧，其想法是，該章的負責人在收到該電子郵件後不久，會向該訪問者發送一封個人電子郵件。 同樣在該電子郵件中，他們在電子郵件中復制了與訪問者互補的分會中的其他成員。 而這一切的目的之一就是讓訪客知道他們與他們見面有多興奮。 第二，給他們提供他們可能需要顯示的任何指示； 但是三點，是要讓訪客真正知道其他成員可以和訪客一起成為強大的力量夥伴。所以我想分享的一個很好的成功故事是，大約三年前，作為總監，我的一個角色是安置來訪者，幫助來訪者尋找分會，我和一位專業人士合作，他的業務是定制男裝。而因為他的日程安排，我邀請他去了三個不同的分會。而他去的第三個分會，當時的會長史蒂夫-洛弗爾是該分會的商業律師，他在做這件事時非常了不起。於是他給這位定制服裝先生寄了這封私人郵件，他還在郵件上抄送了財務顧問和前法務律師，他們倆也回復了這位定制服裝先生，說：嘿，我們期待與你見面。

我們也可以自己來幫忙。而那位訪客最終還是來了。幾週後，他最終加入了，幾週後，我打電話給他，想弄清楚為什麼他選擇了那個分會而不是其他兩個分會。用他的話說，他說那一章有一個不公平的優勢 因為那一封郵件，他覺得如此連接到成員 之前，他甚至會見了他們， 他想加入該組。而三年後，他仍然是該小組的成員。

Ivan:

嗯，這是一個奇妙的故事。這是個很好的例子，說明了為什麼你的建議很有力量還有一件事我想補充一下，就是我認為，你知道，領導團隊，人們會想，'好吧，伙計，我為什麼要為BNI做這些？你不是為了BNI而做這些，你是為了建立網絡。

因此，總統擁有的優勢之一是他們有理由與某人建立聯繫。 他們有理由迅速提高人們的知名度。 因此，這與為BNI做某事無關。 這是關於您提高知名度並擔任領導團隊成員的角色，以便能夠迅速提高您的知名度，不僅對您自己，而且對於其他人，因為此人與他人建立了聯繫，因此引薦了您 。 多麼完美的故事。 謝謝。

Mark:

是的，我不能再說更好了。 您可能已經做了很長時間了。

Ivan:

有一點，是的。 （笑著說）

Mark:

接下來的想法是，如果分會在某個群發短信的群組或應用上，比如Voxer或WhatsApp，他們經常在一起交流，如果分會知道某位訪客可能會在接下來的一週內參加，比方說註冊會計師邀請一位水管工進群。好吧，接下來最好的一件事就是，CPA在分會中把水電工的信息分享給房地產經紀人，讓房地產經紀人在見面前再跟進，讓水電工知道，'嘿，我的客戶正在尋找一個很好的水電工，我大概可以給你引薦一大堆，我已經等不及要見你了'，這就給了水電工更多的理由，讓他在那天出現。

Ivan: 

多麼奇妙的建議。

Mark:

當您作為一個團隊一起工作時，因為我們中的一些人不是很好的邀請者，但是我們都有我們認識的人。 因此，如果我們將團隊標記為更好的邀請者，那麼您就會知道，使用您的網絡，您的BNI網絡來利用您的個人網絡並互相邀請。 我的意思是，尤其是前幾天我剛剛和您以及671號節目的傑里米·沃爾什（Jeremy Walsh）聽到的BNI Connect應用程序的新功能（我們可以向其發送邀請）中的新功能，現在非常容易。

Ivan:

是的，絕對。 而且您知道，如果您讓訪問者真正受到歡迎，甚至在他們出現之前，他們都會加入。 他們加入了，猜猜最終對誰的業務有幫助？ 邀請的人，這是雙贏。 好吧，我想還有另外一個。

Mark:

是的。而最後一個，我想說這一個動作是給遊客一個WOW體驗最重要的。它不僅會給來訪者帶來WOW的體驗，而且還會加強分會的文化，如果它還沒有發生的話。而這個動作就是會員至少在會議開始前5到10分鐘到場。

所以我的分會在7:30到9:00開始，所以很明顯，從7:30到7:45，是開放的交流時間。所以規定的時間是在7: 30出現。所以，你不需要再早一點出現，但早一點到達還是對你有利的。因為試想一下，你第一次出現在一個活動中，你出現在Zoom電話中，沒有人在那裡，或者有幾個人在那裡，之後其他人都會涓涓細流。相比之下，你走進一個房間，或者你出現在電話裡，已經有一個熱鬧的場面了。

而且還有這些你期待見到的人，現在都很興奮，他們在給你介紹周圍的情況，讓你覺得很受歡迎。這改變了訪客的整個體驗。所以，我對大家的挑戰是，如果你個人或你的分會還沒有這樣做的話，真的鼓勵大家早一點出現，至少五分鐘。

Ivan:

是的 很棒的建議。 我們快沒時間了。 讓我問你一個簡單的問題。 是領導團隊成員還是訪客主持人應負責確保這些事情發生？

Mark:

嗯，領導團隊肯定需要對其進行管理並確保它正在發生。 但是，再次重申，全新成員需要像他或她是資深成員那樣行事，並真正確保我們都將WOW的經驗提供給訪問者。 是的，確保它正在發生是領導者的角色。 但是同樣，我想使用的短語是，如果不是我，是誰？，如果不是現在，是什麼時候？ 我必須擁有所有權，這是我的事； 我必須擁有所有權，這是我的分會。

Ivan:

最後一句話是關鍵，你要為分會承擔起主人翁責任，幫助確保分會的成功。好了，這些都是偉大的建議。在我們結束之前，還有最後的評論嗎？

Mark:

我要說的最後一句話是，下次當您的屏幕或房間裡出現一張新面孔時，請像對待您的主要客戶一樣對待他們，並為他們提供完整服務。

Ivan:

很好，很好的評論，馬克。這就是為什麼你已經回來了五次。所以，謝謝你這麼多。如果有人想了解馬克的地區： www.bniutahnorth.com.馬克，感謝你做客BNI的播客，我把它交給Priscilla。

Mark:

謝謝你，Ivan

Priscilla: 

好的，謝謝你馬克，我也要感謝 Dr. Misner。本週的節目就到這裡。本次播客的贊助商是 Ivan的內心世界。去看看www.IvansInnerCircle.com 上的精彩內容。他為你收集了各種有趣的話題，供你學習和參與。所以非常感謝您的收聽。我是Priscilla Rice，我們期待您下週再次加入我們的官方BNI播客的另一集精彩內容。

Episode 678: How to Give Visitors a “Wow!” Experience

October 21, 2020 by Ivan Misner 2 Comments

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Synopsis

Mark Appelbaum from BNI Utah North returns to the podcast this week to talk about how to give visitors a “Wow!” experience. Every member of the chapter plays a role in that. You can’t leave it all up to the Visitor Host if you want visitors to choose your chapter and not one of the other chapters in your area.

Elements of a “Wow!” Experience

• Personal email from the chapter president, introducing the visitor to potential power team members in the chapter.
• The member who invites the visitor shares the visitor’s profession and contact info with other chapter members by group chat so they can reach out.
• Tag-team with other chapter members. Help each other write invitations and find people to introduce visitors to.
• Show up 5-10 minutes before the official start time. By the time the visitors get there, the room will be full of BNI members to welcome them.
• Treat every new face at your meeting like your best client.

If not me, who? If not now, when? I’ve got to take ownership: this is my business. I’ve got to take ownership: this is my chapter.

Mark Appelbaum

If you have tips for creating a great visitor experience, share them in the comments below.

This episode is sponsored by Ivan’s Inner Circle. Become a founding member today!

Complete Transcript of Episode 678

Priscilla:
Hello, everybody, and welcome back to The Official BNI Podcast. I’m Priscilla Rice and I’m coming to you from Live Oak Recording Studio in Berkeley, California. And I’m joined on the phone today by the Founder and the Chief Visionary Officer of BNI, Dr. Ivan Misner. Hello, Ivan, how are you? And where are you this week?

Ivan:
I am, in addition to many recorded visits all around the world, I am live this week, via Zoom, for a regional Canadian event. So I’m in Canada this week.  All right. Now also this week, I have a guest. This is his fifth visit as a guest to BNI Podcast. And his name is Mark Appelbaum.

Mark has been with BNI for over 15 years, he’s been a Director Consultant for more than five years, he’s launched 10 successful chapters in BNI Utah North Region. Mark is married to his amazing wife, he says, Tiffany, for almost 20 years with two children, Ryan and Jenna. And one of the things that Mark loves to do is to teach chapter members how to give visitors a WOW experience. I can’t think of anything better than that. Welcome back, Mark, to BNI podcast.

Mark:
Thank you so much, Ivan, it’s great to be back.

Ivan:
Well it’s good to have you here. And you want to start by talking about making visitors feel wanted. So, the floor is yours.

Mark:
Well, thank you. You know, a little background of why this topic came up is — growing up, I grew up back east in New York, and my dad owned pet stores at the time when I was growing up. And I worked for my dad for many years, and my dad was the world to me. And he struggled a lot financially. So, if a customer ever left his store unhappy, it really affected his livelihood. So, I always did my best to, if a customer wasn’t having a positive experience, at least have them leave as happy as possible.

And you know, in BNI every visitor is not only a potential customer to BNI, but it’s a potential customer for ourselves. They’re potential referral partners for ourselves, or it could lead us to potential customers or referral partners. So how we treat our visitors is imperative. So, this podcast, you know, if you’re a Visitor Host, it’s not just meant for the Visitor Hosts out there. It’s really meant for every single member to take on the mindset of a Visitor Host, because we all play a role in that visitor experience and the future success of our chapter.

Ivan:
Let me just add one thing real quick, Mark. I don’t know if you know this, but when I started BNI we didn’t have Visitor Hosts; one of the things I said was that if you invited a visitor, you had to be their host. And honestly, that didn’t work as well. Because not everybody is created equal as a host. And so we did create Visitor Hosts. But that was my initial concept with BNI, was that everybody had to be a host, especially the person that invited them.

Mark:
And I love the story you share in Givers Gain about the visitor you sent to a chapter who ended up going to a different chapter, the chapter that actually designed the visitor host program. So for everyone listening, think about the region your chapter is in and the amount of chapters you have in your region. And just here in the Utah North Region, we have 53 chapters, and just in the Salt Lake area, we have over two dozen chapters. So, depending on what a visitor does, they really, in a 20-mile radius, a 20-minute radius, they have a wide variety of chapters to choose from.

So for the people listening, if you take a moment and think about your chapter, and the culture that it has, now, imagine for a moment, every chapter in your region met at the same time, the same day, and the same location as all the other chapters. Sure that’s not possible. But imagine it was for a moment. Why would a visitor choose your chapter over all the other ones? And you know, it really comes down to what the poet Maya Angelou says best: People will forget what you said. People will forget what you did, but people will never forget how you made them feel.

Ivan:
Yes.

Mark:
When we help a visitor feel welcomed and important, they’re more likely to want more of that. And again, that’s why we all play a role in that positive experience. Whether you’re the Visitor Host or not, your contribution to your chapter and your involvement with how the visitor enters the room and enters the Zoom call and welcoming them, really makes such a difference. So a few examples of ideas that members and chapters can take on that could be very beneficial to them. The first is, when the visitor is already registered in BNI Connect, the Leadership Team will receive an email saying so and so is registered to visit on this particular day.

Ivan:
Right.

Mark:
Well, the idea would be that the President of the chapter, soon after getting that email, sends a personal email to that visitor. And also on that email, they copy on the email other members in the chapter that are complementary to the visitor. And the purpose of all that is one, to let the visitor know how excited they are to meet them; two, to give them any instructions they may need to, you know, show up; but three, to really let the visitor know that these other members could be great power partners together with that visitor.

And so a great success story I’d like to share is how, about three years ago, as a Director, one of my roles was placing visitors, helping visitors find chapters, and I was working with one professional and his business was custom men’s clothing. And because of his schedule, I invited him to three different chapters. And the third chapter he went to, the President at the time, Steve Lovell who is the business attorney in the chapter, was phenomenal at doing this. And so he sent this personal email to this custom clothing gentleman, and he cc’d the financial advisor and the former law attorney on the email, who both of them also replied to the custom clothing gentlemen, saying, Hey, we look forward to meeting you. We too could use help with our own wardrobe. And that visitor ended up visiting. And a couple weeks later, he ended up joining, and a couple weeks later I called him to figure out why he picked that chapter over the other two. And in his words, he said that that chapter had an unfair advantage because of that one email, that he felt so connected to the members before he even met them, that he wanted to join the group. And three years later, he’s still a member of the group.

Ivan:
Well, that is a fantastic story. And it’s a great example of why what you’re suggesting is powerful. One other thing I would add, is that I think, you know, Leadership Team, people think, ‘Well, man, why am I doing all this for BNI’? You’re not doing this for BNI, you’re doing this to network. So, one of the advantages that a President has is they have a reason to make a connection with somebody. They have a reason to increase their visibility quickly with people. And so, this isn’t about doing something for BNI. This is about you increasing your visibility and being in a position as a Leadership Team member to be able to increase your visibility very quickly, for not only you, but others, as this person was in making connections to other people, which led to referrals. What a perfect story. Thanks.

Mark:
Yeah, I couldn’t have said that any better. You’ve probably been doing this for a very long time.

Ivan:
A little bit, yeah. (chuckling)

Mark:
The next idea is if the chapter is on some kind of group texting group or app, like Voxer or WhatsApp, where they’re communicating together on a regular basis, and if the chapter knows of a certain visitor that might be attending in an upcoming week, let’s say the CPA invites a plumber to the group. Well, one of the best things that can take place next is that CPA sharing the plumber’s information with the realtor in the chapter for the realtor to then follow up prior to the meeting, to let the plumber know, ‘Hey, my clients are looking for a great plumber, I could probably refer you a ton, I can’t wait to meet you,’ and it gives the plumber even more of a reason to show up that day.

Ivan: 
Love it. What a fantastic suggestion.

Mark:
And when you’re working together as a team, because some of us aren’t, you know, great inviters, but we all have people we know. So if we tag team with the people who are better inviters, you know, use your network, your BNI network, to tap into your personal network and invite each other. I mean, especially with the podcast I just heard the other day with you and Jeremy Walsh, number 671, of the new features on the BNI Connect app that we could send invitations to, it’s so easy now.

Ivan:
Yeah, absolutely. And you know, if you make visitors feel really welcome, even before they show up, which I love, they’re gonna join. And they join, guess whose business that ends up helping? The people who are making the invite, so it’s a win-win-win. Alright, we’ve got another one I think.

Mark:
Yes. And the last one, and I would say this one action is the most important in giving the visitor a WOW experience. And not only will it give the visitor a WOW experience, but it will also strengthen the culture of the chapter if it’s not already happening. And that action is the members arriving at least 5 to 10 minutes before the start of the meeting. So my chapter starts at 7:30 to 9:00, so obviously, from 7:30 to 7:45, is the open networking time. And so the required time is showing up at 7:30. So you’re not required to show up any earlier but it’s still in your favor to arrive earlier. Because imagine you’re showing up to an event for the first time and you show up to the Zoom call and no one is there, or a couple people are there, and then everyone else trickles in afterwards. Compared to you walk into a room or you show up on the call, and there’s a buzz going on already. And there’s all these people that you are looking forward to meeting that are now excited to meet you, and they’re introducing you around and making you feel welcomed. That changes the whole experience for the visitor. So my challenge to everyone listening is, if it’s not already happening for yourself personally, or for your chapter, really encourage everyone to show up just a bit earlier, at least five minutes.

Ivan:
Yeah. Great suggestion. We’re almost out of time. Let me ask you one quick question. Is it the Leadership Team members or the Visitor Hosts who should be responsible for making sure that this stuff happens?

Mark:
Well, the Leadership Team definitely needs to manage it and make sure it’s happening. But again, it’s the brand-new member needs to act like he or she is a veteran member, and to really make sure that we’re all giving that WOW experience to the visitor. So yes, it’s the leadership’s role to make sure it’s happening. But again, the phrase I like to use is, if not me, who?, if not now, when?  I’ve got to take ownership, this is my business; I’ve got to take ownership, this is my chapter.

Ivan:
That last phrase is key, you got to take ownership for the chapter to help make sure that the chapter is successful. Well, these were great suggestions. Any last comment before we wrap here?

Mark:
The last words I would say is the next time a new face shows up on your screen or in your room, treat them as if you were treating your top client and serve them completely.

Ivan:
Great. Great comments, Mark. And this is why you’ve been back five times now. So, thank you so much. For anyone that would like to check out Mark’s region: www.bniutahnorth.com. Mark, thanks for being on the BNI podcast and I’ll turn it over to Priscilla.

Mark:
Thank you Ivan.

Priscilla:  
Okay, thank you Mark, and I’d like to thank Dr. Misner, too. That’s it for this week. The sponsor for this podcast is Ivan’s Inner Circle. Go check out the great content available at www.IvansInnerCircle.com. He has assembled a variety of interesting topics for you to learn about and participate in. So thank you so much for listening. This is Priscilla Rice, and we look forward to having you join us again next week for another exciting episode of The Official BNI Podcast.

https://www.bnipodcast.com/2020/10/21/episode-678-how-to-give-visitors-a-wow-experience/