Dr. Gleb Tsipursky – The Office Whisperer
Nirit Cohen – WorkFutures
Angela Howard – Culture Expert
Drew Jones – Design & Innovation
Jonathan Price – CRE & Flex Expert
- Negative feedback is part of coworking spaces, but taking time to listen and validate member frustrations helps create an open, respectful environment.
- Complaints often point to deeper issues. Addressing the root causes leads to more lasting, effective solutions.
- Feedback offers an opportunity to refine the coworking experience, creating a better space for everyone.
“The internet is so slow here, it’s impossible to get any work done.”
“I’m constantly distracted by the noise. It’s hard to focus when everyone is talking so loudly.”
“I can never find a desk when I need one. The space is always overcrowded.”
“The air conditioning is either too cold or too hot. There’s no in-between.”
“The lighting is too harsh. I get headaches after a few hours of working here.”
Negative feedback like this, while difficult to handle, is an inevitable part of managing a coworking space.
Coworking spaces have become the heartbeat of modern work culture, offering flexibility, community, and a collaborative environment for a diverse range of members. But with that comes the challenge of maintaining a positive experience for every member.
The key is to view any negative feedback as an opportunity to improve, rather than a setback.
Here’s how to effectively manage and respond to negative feedback from your coworking space members.
1. Listen First, Respond Later
When a member approaches you with negative feedback, resist the urge to respond immediately. Take the time to really listen to their concerns.
Whether it’s a complaint about noise levels, unclean facilities, or a lack of amenities, make sure they feel heard and valued. Listening actively shows that you care about their experience and are open to suggestions.
By pausing before you speak, you can avoid reacting defensively and instead offer a thoughtful response.
2. Acknowledge Their Concerns
Once you’ve listened, it’s important to acknowledge the member’s feelings. Validation can go a long way in diffusing tension.
Even if you don’t agree with the specific issue, recognizing that their perception is their reality is crucial. Acknowledging concerns makes members feel respected and that their feedback is taken seriously.
For example, you might say, “I understand how the noise could be distracting. We definitely want everyone to have a comfortable work environment, and I appreciate you bringing this to our attention.”
3. Dig Deeper for the Root Cause
Sometimes, the feedback you hear might seem like a surface-level complaint. It’s essential to dig deeper and understand the root cause of the issue.
If a member complains about the temperature, the problem might not be that their preference is different from the settings. The real issue could be a malfunctioning HVAC system or the layout of the space that makes temperature regulation difficult.
By asking follow-up questions and investigating further, you’ll be able to address the underlying problem rather than just patching up the symptom.
4. Make a Plan of Action
Once you’ve gathered all the information, it’s time to figure out how you can resolve the issue. Offer a transparent, actionable plan to the member.
If their feedback pertains to an area where improvement is feasible, let them know the specific steps you’re taking to address it. Whether that involves increasing the cleaning schedule, upgrading the internet speed, or adjusting the office layout, communicate what actions will be taken and the expected timeline for resolution.
If the issue isn’t something you can address right away, be honest about the limitations. But reassure the member that their feedback will be considered for future improvements.
For example, you could say, “Unfortunately, the current layout might be hard to change quickly, but we’ll be reviewing all feedback as we plan for upcoming renovations.”
5. Follow Through and Keep Members Updated
A crucial part of handling negative feedback is following through. Members need to see that their concerns led to the tangible action that was promised.
Keeping them updated on the progress of the changes shows that you value their input. For instance, sending a follow-up email or having a brief conversation about how things are improving makes members feel part of the solution process.
Don’t just fix the immediate issue — continue to check in to ensure that the solution is working long-term. If you’ve promised an adjustment, update them after a few weeks, even if everything is running smoothly.
Proactive communication reassures members that their satisfaction is a priority.
6. Embrace Continuous Improvement
The most successful coworking spaces are those that are always evolving. Negative feedback can be a valuable tool for understanding the needs and pain points of your community.
Rather than shying away from criticism, embrace it as part of the ongoing process of refining and enhancing the member experience. Whether it’s tweaking the space layout, adding amenities, or refining policies, use feedback to fuel continuous improvement.
By actively seeking out feedback, both positive and negative, and addressing it with intention, coworking space managers can create an environment that nurtures growth, collaboration, and satisfaction for every member.
7. Create a Feedback Loop
Preventing future issues from escalating is about more than just fixing current problems; it builds a culture where feedback is welcomed, normalized, and acted upon. Consider creating a formalized feedback loop — whether through surveys, suggestion boxes, or regular member meetings — where members feel empowered to share their opinions.
This can help in preventing negative feedback from building up and also give members a proactive role in shaping the space they work in.
Handling negative feedback isn’t always easy, but when done right, it can strengthen the relationship between coworking space managers and their members.
By listening, acknowledging concerns, taking action, and maintaining clear communication, you can turn negative experiences into valuable opportunities for growth.
