When workspace providers and their designers set about creating a flexible workspace, plenty of consideration goes into the layout, features, facilities and aesthetics of the space. Wellness features, productivity zones, stimulation and ecological factors all have to be present to compete with modern day workspaces.
And, as the physical space becomes more and more impressive, workspace providers have to discover new ways to stand out against the competition. That’s where customer service comes in.
In recent times there has been a small trend for those in the hospitality business branching out into flexible working. The trend may have evolved from the success of business lounges in hotels and airports or perhaps those in the industry saw a gap in the market. However it came about, customer service in serviced offices has become a huge focus.
One example of a workspace provider with a hospitality background is the vastly expanding Fora Space. A global hotel management executive and a London experience entrepreneur had a vision to redefine what a workspace could be and in turn created Fora.
Their first offering, located on Central Street, Shoreditch, includes an onsite restaurant. And not just the usual café-style space that tries to pass itself as a restaurant. Palatino serves stunning, fresh Italian food throughout the day, cooked by renowned chef Stevie Parle – a really impressive way to host a client.
It’s not just impressive facilities that make this hospitable workspace so remarkable either. All the staff pride themselves on their levels of service, going above and beyond for their businesses. Everyone employed at Fora receives high levels of training in partnership with L’École Hôtelière de Lausanne, seeing off operational challenges quickly and without fuss.
If all of this wasn’t enough, concierge services are also available to all residents ensuring that those table reservations at your client’s favourite restaurant are yours or, your dry cleaning is ready in time for that big presentation.
Landmark are another workspace provider who focus their business around customer service satisfaction. They realised, all the way back in 2000 that the sector needed a professional touch. Their business model presents ‘high quality, professional workspace run by smartly presented, highly trained teams.’
Similarly to Fora, Landmark’s employees are all highly trained, meeting the standard of the Institute of Customer Service. Their staff position themselves as an extension of the businesses they help to make sure they deliver an exceptional service every time.
They even conduct a regular satisfaction survey, the results of which they publish on their website for all to see. Their latest scores are:
- 9.2/10 – Satisfaction in Reception Services
- 9.7/10 – Satisfaction in Meeting Rooms Services
- 8.5/10 – Average Satisfaction Across the Business
Our final example of a workspace provider who goes above any beyond in customer service is One Avenue Group. They describe themselves as ‘a breath of fresh air – breaking the mould in service levels and the quality of our buildings. We guarantee to impress anyone who walks in.’ And, with a focus on reception rooms and front of house, first impressions really are phenomenal.
All clients are considered VIPs and staff are trained to a standard which allows companies to focus on nothing but business. Being genuinely helpful and friendly, clients receive a 5* service no matter what floor they are on, what building they are in, or how many staff members they have.
Why is Service so Important?
Good customer service, or generally just being kind and considerate to people, has benefits for both you and the receiver.
Aside from retaining and generating clients through service, perhaps the most prominent benefit of good customer service in flexible workspaces is community. The community that can develop from a good centre team has endless benefits to business; networking, employment possibilities, team confidence and much more. Additionally, the courage to give and receive truthful feedback is a key component of growth and flexible thinking.
Good service also has scientific benefits to us as individuals. Being helpful or kind to others actually boosts serotonin and brings about lasting wellbeing. Therefore, good service in flexible workspace can lead to better relationships, improved self-esteem, future success, and good mental and physical health in both clients and employees. What better way to retain clients than to make them feel wonderful, putting them in the right headspace to do amazing things.
Share the Love
According to an article by Thrive Global, ‘Neuroscience proposes that seeing someone else show an emotion automatically activates the same areas of the brain as if we experienced that emotion for ourselves. This could range from smiling at someone or giving them a compliment.’
And as kindness is catchy – why not share it around your flexible workspace next time the opportunity occurs. After all, it may come back to you when you need it the most.
Looking for a serviced office that takes care of everything for you and does it with a feel good smile? Officio have great relationships with all of the above providers and many more. Get in touch.