Dr. Gleb Tsipursky – The Office Whisperer
Nirit Cohen – WorkFutures
Angela Howard – Culture Expert
Drew Jones – Design & Innovation
Jonathan Price – CRE & Flex Expert
- In a coworking space, common issues like noise, cleanliness, and shared resources often lead to member complaints.
- Timely responses and active listening help resolve complaints, maintaining trust and reputation.
- When coworking space owners or managers proactively prevent complaints through clear communication and community-building, it strengthens the space.
If you’re a coworking space operator, you’ve probably experienced the inevitable: a member complaint.Â
While it might not be the most fun part of the job, how you handle these situations can significantly impact your community’s vibe and your business’s reputation.
Here are some practical strategies for effectively resolving member complaints, turning potential problems into opportunities to strengthen community and boost your business.
Understanding the Unique Challenges of Coworking Spaces
By understanding common challenges, you can take proactive steps to prevent and resolve issues, ensuring a positive and productive coworking experience for all.
These are some of the most common issues that can lead to member complaints:
- Noise Disturbances: This is a perennial issue, especially in open-plan spaces. Background noise from phone calls, meetings, or even typing can disrupt focus and productivity.
- Cleanliness and Hygiene: Maintaining a clean and hygienic environment is essential. Issues like dirty common areas, unkempt kitchens, or overflowing trash cans can quickly lead to complaints.
- Shared Resource Conflicts: Whether it’s a printer, a meeting room, or a coveted desk, competition for resources can spark tensions and disagreements.
- Community Dynamics: Building a strong and harmonious community is essential. Conflicts between members, cliques, or a lack of inclusivity can negatively impact the overall atmosphere.
- Technology Issues: Unreliable Wi-Fi, printer malfunctions, or slow internet speeds can frustrate members and hinder productivity.
- Security Concerns: Members may have concerns about the security of their belongings, especially in shared spaces.
- Pricing and Billing Issues: Not transparent pricing, billing errors, or unexpected fees can lead to dissatisfaction and complaints.
Timely Responses: A Key to Happy Members
In the fast coworking world, time is of the essence. When a member reaches out with a complaint, it’s important to address it promptly.Â
Ignoring or delaying a response can escalate the issue, damaging the member’s trust and potentially affecting the overall community morale.
A timely response shows that you value your members’ concerns and are committed to resolving issues. It also prevents small problems from growing into larger ones.Â
By addressing complaints promptly, you can:
- Mitigate negative impacts: A quick resolution can prevent a single issue from affecting multiple members or disrupting the coworking space.
- Maintain trust: Timely responses demonstrate that you are reliable and trustworthy.
- Enhance your reputation: Word-of-mouth can make or break a coworking space. Positive experiences, including timely complaint resolution, can attract new members and boost your reputation.
So, the next time a member reaches out with a concern, remember: that time is of the essence.
Effective Complaint Resolution Strategies: Building Bridges, Not Walls
1.Active Listening and Empathy: The Heart of Resolution
When a member comes to you with a complaint, the first step is to truly listen. Give them your undivided attention, put away distractions, and let them fully express their concerns.
Once they’ve finished, paraphrase what they’ve said. This shows that you’re not only listening but also understanding.Â
For example, you could say, “So, if I understand correctly, you’re frustrated with the noise level in the common area.”
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Finally, validate their feelings. Even if you don’t agree with their perspective, acknowledge their emotions. A simple, “I understand how frustrating that must be.” can go a long way.
By actively listening, paraphrasing, and validating, you’ll create a safe and supportive environment where members feel heard and understood. This is the foundation for effective complaint resolution.
2.Problem-Solving Techniques: Getting to the Root of the Issue
Once you’ve listened to your member’s concerns and validated their feelings, it’s time to dive deeper into the problem.
Root Cause Analysis: Uncovering the Hidden Issue
The first step is to identify the root cause of the problem. This involves asking questions like:
- What exactly is the problem?
- When did it start?
- What has been tried so far to fix it?
By digging deeper, you can uncover underlying issues that may not be immediately apparent. For example, a noise complaint might be due to a specific individual’s behavior, a poorly designed workspace, or a lack of soundproofing.
Brainstorming Solutions: Exploring Your Options
Once you’ve identified the root cause, it’s time to brainstorm potential solutions. Involve your team and, if appropriate, the affected member in this process. Encourage creative thinking and consider a wide range of options, even if they seem unconventional.
For example, if the issue is noise, potential solutions could include:
- Implementing quiet hours
- Providing soundproofing materials
- Encouraging members to use headphones
- Relocating noisy activities to specific areas
Decision-Making: Choosing the Best Path Forward
The final step is to choose the best solution. Consider the following factors when making your decision:
- Effectiveness: Will the solution actually solve the problem?
- Feasibility: Is it practical and realistic to implement?
- Impact on the community: How will the solution affect other members?
- Long-term implications: What are the potential consequences of this decision?
By carefully considering these factors, you can choose a solution that will benefit the entire community.
3.Effective Communication: The Language of Resolution
Clear and concise communication is essential for resolving member complaints. Here are a few tips to help you communicate effectively:
- Use plain language: Avoid jargon and technical terms, especially when discussing sensitive issues. Speak in a way that is easy to understand.
- Ask open-ended questions: Instead of asking “yes” or “no” questions, use open-ended questions to encourage dialogue. For example, instead of asking “Is the noise bothering you?” ask “How is the noise affecting your work?“
- Active listening: Pay attention to what the member is saying, and don’t interrupt. Paraphrase their concerns to ensure understanding.
- Empathy: Show empathy by acknowledging the member’s feelings. For example, “I can see how upsetting this situation is for you.”
- Assertive communication: Express your concerns calmly and directly. Avoid blaming or accusing language.
By using these communication techniques, you can build trust, resolve conflicts, and maintain a positive relationship with your members.
4.Preventing Future Complaints: A Proactive Approach
The best way to handle complaints is to prevent them from happening in the first place. Here are a few tips on how to do it:
- Anticipate issues: Think about potential problems and take steps to address them before they arise. For example, if you know that your Wi-Fi is often slow during peak hours, consider upgrading your internet plan.
- Foster community: Organize social events and workshops to build a strong sense of community. When members feel connected to each other, they’re more likely to be understanding and supportive.
- Set clear expectations: Clearly communicate your coworking space’s rules and policies. This can help prevent misunderstandings and conflicts.
5.Continuous Improvement: Always Striving for Better
To maintain a high-quality coworking space, it’s important to continuously seek feedback and make improvements.
- Gather feedback: Use surveys, one-on-one meetings, or suggestion boxes to get feedback from your members.
- Implement changes: Use the feedback you gather to make positive changes to your space.
- Train your staff: Make sure your staff is trained to handle complaints effectively. They should be able to listen empathetically, solve problems, and provide excellent customer service.
By taking a proactive approach to customer service and continuously improving your space, you can minimize the number of complaints you receive and create a more positive and productive environment for your members.
The Importance of Resolution
Resolving member complaints effectively is a skill that can make or break your coworking space.Â
By following these strategies, you can transform potential problems into opportunities to strengthen your community and enhance your reputation.
Remember, a well-handled complaint can strengthen your relationship with the member and create a more positive and productive environment for everyone.Â
By actively listening, empathizing, and taking a proactive approach, you can ensure that your coworking space remains a thriving hub for creativity, collaboration, and success.
