{"id":1749,"date":"2020-03-10T11:04:18","date_gmt":"2020-03-10T11:04:18","guid":{"rendered":"https:\/\/www.yardikube.co.uk\/?p=1749"},"modified":"2026-04-02T12:04:50","modified_gmt":"2026-04-02T12:04:50","slug":"how-to-outshine-your-competitors-with-member-service","status":"publish","type":"post","link":"https:\/\/www.yardikube.com\/en-gb\/blog\/how-to-outshine-your-competitors-with-member-service\/","title":{"rendered":"How to Outshine Your Competitors with Member Service"},"content":{"rendered":"
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Justin Harley, Regional Director, Yardi<\/figcaption><\/figure><\/div>\n\n\n

Source Blog: Cat Johnson, GCUC<\/a>.<\/p>\n\n\n\n

I recently connected with Justin Harley, Regional Director at Yardi<\/a>, to talk about the importance of member services in a coworking space.<\/p>\n\n\n\n

The conversation, however, quickly took a turn.<\/p>\n\n\n\n

\u201cCan we do something clever here,\u201d Harley asked. \u201cCan we just take the S off of member services?\u201d<\/p>\n\n\n\n

The change is subtle but profound. It speaks to the need for shared workspace operators to put the member experience above all else.<\/p>\n\n\n\n

What is member service? For Harley, who was speaking from the perspective of a workspace customer and member, service is the support that the space and team give members to enable them to be the best they can be\u2014to \u201cget on and do my work the most productively I can,\u201d as he puts it.<\/p>\n\n\n\n

Harley cringes at what he calls the cheesiness of the phrase \u201cbe the best they can be,\u201d but we agree that it\u2019s absolutely true. From a member perspective, service that helps us streamline our days and work is a truly valuable thing.<\/p>\n\n\n\n

Harley explains that space he currently works out of has a \u201cwhole service wrap that supports [him].\u201d He describes the member hosts as incredibly helpful\u2014even as members put a lot of demands on them\u2014and relays a story from the previous day. He was in the middle of a busy stretch, interviewing people for various roles, and he hadn\u2019t organised all his meeting room needs.<\/p>\n\n\n\n

\u201cThey sorted me out at the last minute,\u201d he says. \u201cThey were fantastic and they supported me. Nothing was too much of a problem for them.\u201d<\/p>\n\n\n\n

In contrast, he shares a story of being in a large, very well known space three weeks ago. A member of the space was in a similar meeting position, with some issues around booking a meeting room. When this member approached the staff, he was told, \u201cYou\u2019re supposed to use the app.\u201d<\/p>\n\n\n\n

\u201cTo me,\u201d Harley says, \u201cthat is the difference.\u201d<\/p>\n\n\n\n

The story ends with the member turning around and saying, \u201cThese guys are idiots.\u201d<\/p>\n\n\n\n

\u201cThat\u2019s customer perception, isn\u2019t it,\u201d says Harley. \u201cHe was not being supported by his space or his operator.\u201d<\/p>\n\n\n\n

As the workspace sector continues to grow, outshining the competition with design and amenities is oftentimes a matter of spending more. Member service, however, enables spaces to shine on a personal and very human level. If a space has a reputation for going above and beyond with their member service\u2014wrapping layers of service and support around members as they launch and grow businesses, that is a differentiator that can\u2019t be created with a bigger budget. That takes a company-wide commitment to excellence and truly serving the member community.<\/p>\n\n\n\n

\u201cThe key to outshining your competitors,\u201d says Harley, \u201cis that personal, unique experience. It has to come down to training, it has to come down to recruitment, it has to come down from the CEO, in terms of culture. And that cascades down to the people that really do the work in the spaces.\u201d<\/p>\n\n\n\n

To illustrate his point, Harley shares another story of bumping into the CEO of his regular workspace early one morning. The two recognised each other and started chatting. The CEO asked how Harley was finding the space. Harley said he loved it, but there were two things he would change: he would enable all the meeting rooms with Zoom, as the A\/V was \u201ca bit clunky,\u201d and he would get automatic coffee machines because the existing ones were frustrating and high maintenance.<\/p>\n\n\n\n

Within two weeks, the meeting rooms were Zoom enabled and the coffee machines were replaced with automatic ones.<\/p>\n\n\n\n

\u201cThat is service,\u201d Harley says.<\/p>\n\n\n\n

Having the foundational workspace pieces in-place is essential for any operator. Harley shares three things that\u2014for him\u2014operators must get right: good toilets, a kitchen that\u2019s functional and large enough to handle traffic, and good wifi.<\/p>\n\n\n\n

Wifi that is unreliable, or requires members to reconnect as they move to different areas in the space, is \u201cboring and irritating.\u201d Harley explains that the Yardi team works hard to ensure that once a member is connected to their private network, they can go anywhere in the building, and even to another center of the same workspace group, without having to log-in again.<\/p>\n\n\n\n

\u201cYou don\u2019t even notice it,\u201d he says. \u201cThe experience is so seamless, there\u2019s no friction whatsoever.\u201d<\/p>\n\n\n\n

Add to the foundational workspace pieces a level of member service that exceeds expectation, and a space is nicely positioned to shine.<\/p>\n\n\n\n

Doing so also creates an air of positivity and support to help members be the best they can be in a space.<\/p>\n\n\n\n

\u201cThis is about service,\u201d says Harley, \u201cnot services.\u201d<\/p>\n\n\n\n

Join the conversation about the future of coworking in the UK. Book your ticket for GCUC <\/em>https:\/\/uk.gcuc.co\/<\/a>Manchester today.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Source Blog: Cat Johnson, GCUC. I recently connected with Justin Harley, Regional Director at Yardi, to talk about the importance of member services in a coworking space. The conversation, however, quickly took a turn. \u201cCan we do something clever here,\u201d Harley asked. \u201cCan we just take the S off of member services?\u201d The change is subtle…<\/p>\n","protected":false},"author":897,"featured_media":1752,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[218],"tags":[],"class_list":["post-1749","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-coworking"],"acf":[],"yoast_head":"\nHow to Outshine Your Competitors with Member Service | Yardi Kube<\/title>\n<meta name=\"description\" content=\"Regional Director Justin Harley discussed what is most important when it comes to member service with Cat Johnson of GCUC.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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