Celebrating Customer service week from the front desk
Sometimes the best service is a birthday card nobody asked for. This Customer Service Week, we’re pulling back the curtain on our front desk. Behind every smile at the desk is a little extra effort that members rarely see, and our front desk services for members go well beyond a warm welcome. Across the world, businesses use this week to thank the people who serve customers every day, and we want to show you what that looks like in our space. Here is what you get when you stop by.
Every day, our front desk team is your first point of contact. They receive you and your guests, look after your printing, manage the parking lot and answer any question about the space or your membership. Those are the basics, and they are always covered. What follows is the part you might not expect.
1. A Local Concierge Who Already Has the Answer
Need a reliable vendor or a trusted medical clinic? Looking for the right spot for a client lunch, or a premium hotel for visiting international partners? Our front desk team already has vetted recommendations ready, so you don’t have to start from scratch.
2. Logistics and Paperwork, Handled
Courier packages arriving for you are received and handled by the front desk. Need an urgent delivery sent out, or an Uber or boda arranged for one? Documents that need stamping, or delivery notes that need signing? Hand them over to us! The front desk works as an extended arm of your own team, so you can stay focused on your work.
3. Small Gestures That Make You Feel Seen
This one can only be explained through a story, so here we go. One member came in to host a breakfast event and mentioned, almost in passing, that it was their birthday and that they had never really had the chance to celebrate it properly. There was no standard “happy birthday.” Our front office executive, Alice, noted the theme and design of the event and, while it was underway, created a custom birthday card to match. She placed it quietly on the member’s private desk. It took only a few minutes, but it turned an ordinary morning into one that member will remember.
4. A Voice When You’re Unavailable
When your team is locked in back-to-back strategy sessions, the front desk answers general inquiries on your company’s behalf. Your visitors and callers are never left wondering.
5. Smooth Interviews and Seamless Arrivals
Hosting interviews? The team keeps a list and a running order, so every candidate is received and guided in the right sequence. For new members, the front desk coordinates with security to direct them where they need to go, so no one arrives confused.
6. Follow-Ups, So You Don’t Have to Chase
If something can’t be solved on the spot, the details are noted and the team follows up on your behalf. You shouldn’t have to explain your story twice or keep checking for updates.
7. Connections Only We Can Make
Another example of going above and beyond. Our front desk listens. When one member shared that she was a baker, the team began connecting her with other members who wanted cakes baked. When another member mentioned her skills in software development, she was introduced to members who needed those services. Often the business or expertise you need is already in the building, and the front desk knows who to introduce you to. We wrote more about this in The Power of Community in Business.
Your First Point of Contact, Every Time
This Customer Service Week, we want every member to know the front desk is more than a desk. It’s a team that listens, follows through and notices the small things.
If you think your team would benefit from having a professional space with excellent customer service at its heart, you can drop by any of our spaces, or contact us, and we will be happy to take you on a tour.
