What Does Service Mean for the Flex Industry?

Yesterday FlexSA held an event in London in partnership with one of our Service Provider Members, PONT, looking at what service means today for flexible workspace.

It was kindly hosted by XCHG, so we benefited from their great auditorium space.  The event was centred around two panel discussions, each hosted by industry writer Lucy McInally.  The first looking at providing service to clients from the perspective of workspace operator, with Lucy joined by panellists Nathan Carpenter of NewFlex, Zoe Ellis-Moore of Spaces to Places and George Panayiotou of Cubix.

The group discussed expectations on customer service levels being linked to the level of the workspace product, and the parallels with the hotel industry in that were noted.  There is not yet the same public understanding of what different brands within the flex industry offer though, in the way that exists in the hotel industry for differing brands such as Travelodge and Hilton.

There was agreement from all that people remain key to providing great customer service, and the panel discussed the challenges of recruiting great people for front of house roles, and the difference they can make to retaining customers.