Onboarding new members can sometimes feel like herding cats. You want to make them feel welcome, help them settle in, and encourage connections within the community—all while juggling countless other tasks. But what if onboarding wasn't just a checklist, but rather a powerful tool to enhance the success of your coworking space?
That's the direction we're taking.
Think of onboarding as an investment. It's not merely about paperwork and tours; it's about creating an experience that leaves a lasting impression. A smooth and enjoyable onboarding process can transform new members into loyal, engaged community members who not only stay longer but also become passionate advocates for your space.
The good news is that technology can be your secret weapon. We're not suggesting replacing the human touch; instead, we advocate for using smart tools to streamline processes, personalize interactions, and create an exceptional onboarding experience.
Get ready to explore how technology can turn your onboarding process from a chore into a competitive advantage.
Pre-Onboarding: Building Anticipation & Setting Expectations
Before your new members even step foot in the space, you can start building excitement and setting the stage for a positive experience. This pre-onboarding phase is all about creating anticipation and managing expectations.
1. Technology-Powered Welcome
Virtual Tours: Go Beyond Photos
Instead of just sending static photos, create interactive virtual tours using tools like Matterport or 360° photography. This allows prospective members to explore the space at their own pace, get a feel for the layout, and see the different workspaces.
For instance, you can include a link to the virtual tour in your welcome email with a note like,
"Take a virtual stroll through the space and see why you'll love working here!"
Easy Trial Day Booking
Make it easy for users to book a trial day for a desk or office directly through your website or a dedicated booking app. Integrate a booking system on your website or utilize a dedicated app that allows users to choose their preferred date and time for the trial.
Ensure that the booking process automatically collects user contact information, including their name, email, and phone number. This streamlines the process by eliminating manual data entry and enables your team to easily follow up with potential members.
Personalized Welcome Emails
Don't just send a generic welcome message. Tailor each email to the individual customer or team. If they mentioned specific interests during the inquiry process, acknowledge them in the welcome email.
Example: If they mentioned that they value a collaborative work environment, you could say,
"We're thrilled to welcome you to Your Space Name! We understand the importance of collaboration, and our space is designed to foster connections and teamwork. You'll find plenty of communal areas for brainstorming and impromptu meetings."
2. Showcasing Your Community
Social Media Teasers
Utilize social media platforms like Instagram, Facebook, and LinkedIn to highlight the vibrant community within your coworking space. Share photos and videos of members collaborating, attending events, or simply enjoying the environment. Additionally, consider running a social media campaign that features member success stories or testimonials.
Community Highlights on Your Website
Include member spotlights or success stories on your website to provide prospective members with a glimpse of the thriving community they can join.
Leveraging Public Reviews
Public reviews play a vital role in building trust and attracting new members. Potential members often rely on online reviews on platforms like Google Maps, Yelp, and Facebook to research and compare coworking spaces. Encourage satisfied members to leave reviews and actively respond to all reviews, both positive and negative. Share positive reviews on your website and social media to build social proof and showcase the positive experiences of your existing members.
By leveraging technology and focusing on efficient communication, you can create a positive and memorable pre-onboarding experience that sets the stage for a successful and rewarding coworking journey for your new members.
For example, instead of spending an hour crafting a highly personalized email, consider sending a brief but informative message within minutes of receiving an inquiry. This could include a welcome message, a special offer like a "50% off your first day" discount, and a clear call to action, such as "Book your trial day now using the promo code 'TRIAL' via our app." This approach prioritizes quick responses and empowers potential members to take the next step at their own pace.
Streamlined Sign-Up: A Seamless Onboarding Start
No one wants to spend hours filling out forms and waiting for administrative tasks to be completed. A smooth and efficient sign-up process is crucial for both members and your team. By streamlining this process, you not only improve the member experience but also free up your team to focus on other important tasks, such as community building and member engagement. That's where technology comes in to save the day.
1. Technology-Driven Efficiency
Centralized Online Sign-Up
Instead of making members register in multiple apps for different services like room bookings, payments, and community access, implement a centralized system. This allows members to sign up for a plan once and immediately gain access to everything they need: credits for meeting room bookings, access to community areas, and any applicable discounts.
This centralized approach streamlines the process for members while also simplifying administrative tasks. All member details and subscription information are conveniently stored in one place, making it easy for admins to view, manage, and update information as needed.
Digital Signatures and Secure Document Storage
Streamline your paperwork with digital signatures. Implement a system where members can easily sign a general agreement upon purchasing a standard membership plan. This simplifies the process for both members and your team. For more specialized memberships, such as private office rentals, you can send out separate agreements for digital signature.
This approach eliminates the need for paper contracts and messy filing cabinets while ensuring all necessary documentation is securely stored and easily accessible within your system.
Automated Data Entry
Say goodbye to manual data entry! When a member signs up for a membership, their information can be automatically synced to various apps, such as accounting software, access control systems, and your CRM. This eliminates the need for manual data entry, saving you time and reducing the risk of errors.
2. Examples in Action
- Zapier to the Rescue: Tools like Zapier can automate many tasks, such as synchronizing user details from your coworking management system to your CRM or sending automated invoices to your accounting platform. This streamlines workflows improves data accuracy, and saves your team valuable time.
- Integrations with Other Tools: Explore tools that integrate with your existing tech stack. For example, if you use a specific CRM or email marketing platform, look for tools that can seamlessly integrate with your registration system.
By adopting technology in the registration process, you can onboard members in seconds, any hour of the day, even without staff present. This ensures a "wow" experience from the very beginning and frees your team from the burden of manual data entry and processing, allowing them to focus on more important tasks.
The Onboarding Experience: A Warm Welcome
First impressions matter. The onboarding experience is your chance to make a lasting positive impact on your new members. Let's explore how technology can enhance this crucial stage.
Technology-Enhanced Welcome
Automated Welcome Messages
Instead of manually crafting individual welcome messages for each new member, implement automated messages that are triggered immediately after sign-up. These messages can include:
- A brief welcome message introducing the space and highlighting key amenities.
- Contact information for the community manager or a designated point of contact.
- Links to important resources such as Wi-Fi passwords, printing instructions, and community guidelines.
- A warm invitation to explore the space and connect with other members.
While personalized touches are always appreciated, automated messages ensure that new members receive a prompt and welcoming introduction, even outside of regular business hours. This proactive approach can minimize initial inquiries and allow members to quickly familiarize themselves with the space.
Dedicated Online Portal or Mobile App
Create a central hub for all member-related information. Develop a user-friendly online portal or a dedicated mobile app that provides:
- Easy access to essential information: Wi-Fi passwords, printing instructions, building access codes, etc.
- Seamless Room and Desk Bookings: Allow members to easily book meeting rooms, desks, and other amenities directly through the portal or app.
- Community guidelines and code of conduct: Clearly outline expectations for behavior and space usage.
- Contact information: Easily accessible contact details for staff, community managers, and emergency contacts.
- Event calendarsand community announcements: Keep members informed about upcoming events, workshops, and social gatherings.
Interactive Digital Maps and Wayfinding
Help members navigate your space effortlessly. Provide an interactive floor plan on your website or within your mobile app. This allows members to easily locate amenities like printing stations, meeting rooms, and common areas. Consider integrating with a wayfinding app to guide members to their desks or specific locations within the space.
By utilizing technology, you can create an engaging and seamless onboarding experience that helps new members feel welcome, informed, and connected from the very beginning.
Generate recurring revenue and offer exceptional customer experience at your shared or coworking space
Fostering Community Integration
One of the biggest draws of coworking spaces is the sense of community. Technology can play a vital role in helping new members connect and feel a part of the group from day one.
Technology-Powered Community Building
Online Forums and Chat Groups
Platforms like Slack or Microsoft Teams can be used to create online forums or chat groups for members to connect, ask questions, share ideas, and build relationships. Organize themed discussions, Q&A sessions with experts, or casual "watercooler" chats to foster interaction among members.
For instance, you can create a Slack channel dedicated to "New Member Introductions" where new members can share a bit about themselves and their work.
Virtual Events and Workshops
Host virtual events and workshops that can be attended by members remotely. This is especially beneficial for members who work remotely or have limited time to attend in-person events. You can conduct online workshops on topics like productivity, time management, or social media marketing. Host virtual "coffee chats" or "happy hours" to facilitate informal networking.
Member Directories with Searchable Profiles and Interest Tags
Create an online member directory that allows members to easily find and connect with others who share similar interests or professional backgrounds. Include searchable profiles with information about members' professions, interests, and skills. Allow members to add tags to their profiles (e.g., "marketing," "design," "gaming") to help others easily find them.
By leveraging technology, you can create a vibrant and inclusive online community that complements and enhances the in-person experience.
20 Steps to Start, Grow, & Nurture Coworking Community
Ongoing Support & Engagement
Onboarding doesn't stop after the first few days. Building strong, long-term relationships with your members requires ongoing support and engagement. Technology can play a crucial role in keeping members informed, connected, and happy.
Technology-Enabled Support
In-App Chat Support or Ticketing Systems
Prioritize in-app chat support or a dedicated ticketing system as the primary way for members to contact your team. This allows for quick and efficient communication, ensuring members can easily submit questions or requests for assistance.
For instance, if a member has trouble printing, they can simply submit a quick query to the support team through the in-app chat. Consider integrating a chatbot into your support system to answer common questions instantly and provide 24/7 support.
Community Newsletters
Instead of relying solely on automated email reminders, consider implementing a regular community newsletter. This newsletter can:
- Highlight upcoming events and workshops: Keep members informed about upcoming social gatherings, networking events, and professional development opportunities.
- Introduce new members: Welcome new members to the community and encourage existing members to connect with them.
- Showcase member success stories: Feature the achievements of members within the coworking space, fostering a sense of pride and community.
- Share relevant industry news and articles: Provide members with valuable insights and resources related to their professional interests.
By publishing a regular newsletter, you can keep members informed, engaged, and connected to the vibrant community within your coworking space.
Personalized Recommendations
Leverage member data and preferences to provide personalized recommendations for services and resources within the coworking space. For instance, if a member frequently uses conference rooms, recommend their membership upgrade to include discounted conference room bookings. Or, if a member is interested in marketing, recommend relevant workshops, networking events, or other resources available within the community.
By utilizing technology to provide ongoing support and engagement, you can build stronger relationships with your members, enhance their overall experience, and foster a thriving community within your coworking space.
Measuring Success & Continuous Improvement
So, how do you know if your onboarding efforts are truly paying off? It's time to put on your data analyst hat!
1. Data-Driven Insights
Track Key Metrics
Your coworking management software is a goldmine of data. Keep a close eye on key metrics like:
- Time-to-onboard: How long does it take for new members to become fully integrated and engaged?
- Member engagement: How often do members use the space? Do they attend community events?
- Retention rates: How long do members stay with your coworking space?
- Net Promoter Score (NPS): This measures how likely members are to recommend your space to others.
Gather Member Feedback
Don't just rely on numbers. Actively seek feedback from your members.
- Conduct surveys: While surveys can be valuable, consider supplementing them with more informal feedback channels. For example, schedule a casual coffee or lunch with new members after their first month to gather feedback on their experience. These informal conversations provide a more personal and engaging way to connect with members and gain valuable insights.
- Analyze and Promote Reviews: Actively encourage happy members to leave positive reviews on platforms like Google My Business, Yelp, and Facebook. Regularly monitor these platforms, responding to both positive and negative reviews to build trust and enhance your online reputation.
2. Continuous Optimization
- Use Data to Drive Decisions: Analyze the data you've collected. What trends are emerging? Are there any areas where you can improve? For instance, if survey results show that members are struggling to find specific amenities, consider improving wayfinding signage or providing more detailed maps.
- Make Adjustments: Based on your analysis, make adjustments to your onboarding process. For example, if you find that members are not engaging with community events, try offering more diverse event options or increasing promotion of existing events.
- Regularly Review and Refine: The onboarding process is an ongoing journey. Regularly review your data, analyze feedback, and make adjustments to continuously improve the member experience.
By embracing a data-driven approach and continuously seeking feedback, you can ensure that your onboarding process is effective and that your coworking space is a welcoming and successful community for all members.
Building a Foundation for Success
A well-defined and executed onboarding process is the cornerstone of a thriving coworking community. By prioritizing member satisfaction and providing a seamless and engaging experience from day one, you not only increase member retention but also foster a vibrant and supportive environment that attracts new members and drives long-term success.
By leveraging technology and implementing the strategies outlined in this article, you can streamline your onboarding process, enhance member engagement, and build a stronger, more resilient community within your coworking space.
Ready to simplify your onboarding and elevate your member experience?
Schedule a free demo call with Spacebring today to discover how our platform can help you streamline every aspect of your coworking space management, from member onboarding to community building and beyond.
