For workspace centers, great service is the ultimate retention tool. Happy clients stay longer, spend more, and become advocates for your brand.
Studies show that acquiring a new client can cost five to seven times more than retaining an existing one, and existing clients spend 67% more than first-timers.
In other words, raising service levels directly impacts your bottom line.
But here’s the challenge: how can you improve service without adding more staff?
Let’s take a closer look.
Admin-heavy processes like meeting room bookings, mail notifications, or payment reminders consume valuable staff time.
By using automation tools, these tasks run seamlessly in the background, freeing your team to focus on clients.
For example, notifying clients when they have mail waiting by using Alliance’s free tool, Delivered, is proven to increase client loyalty and recurring revenue.
Based on our data, clients who have services at centers that use Delivered have extended their lifecycles by an average of 75 days.
It also eliminates the need for frequent mail checks, saving valuable staff time and focus. Our data shows that mail notification takes just 2 minutes using Delivered, compared to an average of 14 minutes on the phone.
When every staff member follows the same streamlined process, service becomes consistent and reliable.
Whether it’s check-ins, visitor greetings, or handling mail, clearly documented procedures ensure clients always receive the same professional experience, and nothing (and no-one) gets forgotten.
For example, the best-performing centers handle and forward mail by adhering to an organized, trackable process.
Carson Owen from Venture X Greensboro explains why it’s so important to set processes in place, especially for mail handling:
Clients value flexibility. Empowering clients to manage their own needs quickly, without staff intervention, reduces interruptions for your team while delivering a smoother experience for clients.
One example is self-serve mail. Karen Condi from Fusion Workplaces explains why this is an essential part of the client’s service experience:
Other self-serve examples include online booking portals, mobile apps, or digital access systems.
When your team is freed from low-value admin, they can direct their attention toward high-value touchpoints like welcoming new clients, solving problems quickly, or supporting upgrades.
These moments build trust and encourage clients to stay and spend more.
Track client satisfaction regularly through surveys, feedback forms, or casual check-ins. Use the insights to make small but impactful improvements.
Over time, this builds a culture of service that strengthens client loyalty and reinforces your center’s reputation.
By combining automation, self-service, and smarter workflows, your center can deliver exceptional client service without hiring extra staff.
That means lower costs, stronger retention, and more recurring revenue – the growth formula every center is looking for.