Guest Post: 14 Ways to Improve Customer Experience in Flexible Workspaces

This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware. She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment.

The concept of flexible workspaces has gained immense popularity of late, revolutionizing how people work worldwide. Flexible workspaces offer various benefits to various work professionals, such as cost savings, increased productivity, and a dynamic, collaborative environment to flourish; it’s like having your cake and eating it, too, with a side of lightning-fast WiFi.

Anyone looking for office space for a small business or startup has expectations, and to truly stand out in such a competitive market, providers must prioritize customer experience, but how?

1. Create a Welcoming Atmosphere

The first impression is crucial for customer experience, so focus on creating a welcoming, inspiring atmosphere in your flexible workspace. 

• Use warm, upbeat colors 
• Provide comfortable furniture 
• Create well-designed spaces that encourage collaboration and productivity 
• Invest in good lighting 
• Ensure that the workspace remains clean and well-maintained at all times 

Your goal should be to make customers feel that having your workspace be their preferred workspot is a complete no-brainer. 

2. Prioritize Comfort and Ergonomics

A comfortable workspace leads to happier and more productive customers, so don’t skimp on the set-up:  

• Invest in ergonomic furniture that promotes good posture and reduces the risk of physical discomfort.
• Provide adjustable desks and chairs, as well as additional amenities, such as standing desks, ergonomic keyboards, and wrist supports. 

If you want to go all out, also consider offering relaxation areas or other dedicated spaces for stretching or meditation to enhance the overall comfort of your customers. 

3. Offer Reliable and Fast Internet Connectivity

In today’s digital age, a fast and reliable internet connection is critical for any quality workspace. Slow or unreliable internet can be incredibly frustrating for customers and hinder their productivity; providing crappy internet is a surefire way to send customers packing. 

Ensure that your workspace has high-speed internet access through a reliable VPN such as Surfshark or NordVPN, and invest in robust Wi-Fi infrastructure to support many simultaneous connections. You must also regularly test and monitor the network to address any issues promptly – your business depends on it. 

4. Transparent Pricing and Flexible Agreements

Customers appreciate transparency in pricing and flexible lease agreements, so be sure to clearly outline the costs involved, including any additional fees for amenities or services. 

Also, build trust with your customers by avoiding any hidden charges, and consider offering various membership tiers or flexible lease terms to cater to customers’ changing needs. Transparent and flexible arrangements show your commitment to a long-lasting and mutually beneficial relationship with your customers – this ain’t no fling! 

5. Focus on Security and Privacy

Security is naturally a top concern for customers using flexible workspaces, and so should it be yours.

Invest in robust security measures, such as surveillance cameras, secure access systems, and on-site security personnel, to maximize the safety and protection of your customers and their belongings.  

Additionally, ensure the confidentiality of sensitive information by providing areas such as private meeting rooms and dedicated phone booths where customers can hold confidential discussions without grappling with distractions or eavesdroppers. 

6. Foster Community and Networking Opportunities

One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it! 

• Create networking events, workshops, or social gatherings to foster a sense of community among your customers 
• Encourage interactions by organizing get-togethers such as themed lunches or after-work activities 

If social event planning isn’t your strong suit, at the least, provide common areas, such as lounges, kitchens, or game rooms, where customers can interact, exchange ideas, and generally kick back. 

7. Offer Diverse Workspace Options

Offer diverse workspace options, such as: 

• Private offices 
• Dedicated desks 
• Hot-desking areas 
• Meeting rooms of various sizes 

Allow customers to choose the option that suits their needs best and provide as much flexibility as you can for upgrades (or downgrades) to meet their changing business needs. 

8. Provide Access to Amenities and Services

Enhance the customer experience by offering convenient amenities and services, such as:  

• On-site cafes or coffee bars 
• Snack bars – provide healthy options as well as indulgent treats 
• Printing and scanning facilities 
• Mail handling – as archaic as the regular post is becoming, it still has its place 
• Health and fitness-related spaces, equipment, or discounted memberships 

Also, consider partnering with local businesses to offer exclusive discounts or benefits to your customers, further adding value to their experience. 

9. Implement Health and Wellness Initiatives

With a growing focus on employee well-being, integrating health and wellness initiatives into your flexible workspace can significantly enhance the customer experience: 

• Consider providing access to fitness facilities, yoga or meditation rooms 
• Partner with wellness professionals to offer on-site services, like massage therapy or stress management workshops  

Supporting a healthy lifestyle within the workspace encourages work-life balance and promotes a positive, nurturing environment that will surely boost customer loyalty and retention. 

10. Implement Technology for Seamless Operations

In today’s epic tech world, businesses must leverage technology to streamline operations and enhance the customer experience:  

• Utilize a user-friendly online booking system that allows customers to easily reserve meeting rooms or workspaces 
• Implement digital access control systems for a hassle-free entry and exit process  
• Use customer relationship management (CRM) software to track customer preferences and tailor your services accordingly 

Adopting technology not only improves efficiency but also demonstrates your commitment to providing a modern and convenient workspace – it’s imperative to move with the times if you want to stay relevant. 

11. Personalized Services and Customization

Recognize that each customer has unique needs and preferences: 

• Offer personalized services and customization options to cater to their specific requirements  
• Allow customers to choose the layout of their workspace, personalize their desks with pictures or decorations, or provide options for office branding 

Offering tailored solutions demonstrates a commitment to understanding and fulfilling individual needs, fostering a deeper connection with your customers.  

12. Offer Excellent Customer Support

Customer service is a team sport, and providing prompt and helpful customer support is essential for a positive customer experience:

• Ensure your staff is well-trained to assist customers with any inquiries, technical issues, or requests 
• Implement multiple channels of communication, such as phone, email, or chat support, to cater to different customer preferences 
• Respond promptly to customer feedback and address any concerns or suggestions they may have

A proactive and customer-centric approach will make customers feel valued and appreciated. 

13. Regularly Seek Customer Feedback

To continuously improve the customer experience, it’s essential to gather feedback from your customers:

• Conduct regular surveys or provide feedback forms to understand their needs and preferences better 
• Actively listen to their suggestions and implement changes accordingly 
• Engage in personal conversations to gather qualitative feedback and gain deeper insights into their experiences 

By involving your customers in the improvement process, you demonstrate your commitment to customer satisfaction. 

14. Focus on Sustainability and Green Initiatives

Sustainability is more than trending; it’s the now, and the future and business success increasingly depends upon a green approach:  

• Incorporate sustainable practices into your flexible workspace to attract environmentally-conscious customers 
• Use energy-efficient lighting, recycling programs, and eco-friendly materials 
• Encourage customers to adopt sustainable practices within the workspace, such as reducing paper usage and promoting recycling 

By aligning with their values, you create a positive and responsible image for your workspace. 

Continuous Improvement and Innovation 

Providers can create an exceptional, memorable workspace experience for their customers when they put their mind to it; a positive customer experience not only leads to increased customer retention but also encourages word-of-mouth referrals, contributing to the long-term success of your venture – set your sights on creating raving fans of your workspace and commit to continuous improvement and innovation to keep them on their toes. 

Srushti Shah is the Head of Product Marketing for Middleware. Her key focus is to serve her clients with the latest innovations in her field, leading to fast and effective results.

Read Shep’s latest Forbes article: Customer Service And CX Are Not Just For People On The Front Line