What Does ‘Service’ Mean Today for the Flex Industry?
Key Takeaways from Flexible Space Association X PONT Panel
Last week FlexSA and, fellow Brave consortium members, PONT brought together SOMEONE to tackle the meaning of service in the flex industry. From global service standard to the role of technology, the discussions highlighted both the opportunities and challenges faced to shape this market. Here are my key takeaways:
Global Service Standards: A Long Road Ahead
There isn’t really a question about whether we should set global service standards for flex spaces, the real question is how close we are to it. The consensus across the panel was that is standardisation is inevitable but that achieving it feels like a distant goal. When I’ve been asked for one word to describe the flex industry, the word that comes to mind is fragmentation. With an industry itself that is so difficult to define, how are we supposed to create a unified standard? For example, London alone hosts 1,200-1,300 flex spaces in Zone 1 compared to 1,600 hotels citywide. This disparity underscores the challenge of organising such a diverse and nascent sector.
Unlike the hospitality industry, which uses ISO standards and star ratings to classify offerings, flexible spaces use broad terms like “high-speed internet” or “quality service” which have no clear benchmarks. To move forwards, operators must differentiate between process standards (operational efficiency) and service standards (client experience). Until then, standardisation will remain aspirational rather than actionable.
The Smartphone as the Ultimate Tool
The most essential tool for a seamless client experience in a flex space isn’t one that operators can install: the smartphone. When we were asked what the most important tool was, I held up my phone. My phone already manages so much of my daily life: banking, travel, shopping. So why not my office? Phones are central to client interactions with flexible office environments. From access control to meeting room bookings and visitor management, mobile apps are pivotal.
So, what’s the problem?
My simple answer to this is app fatigue. With phones cluttered by dozens (if not hundreds) of apps, creating one that adds real, daily value requires careful design and intuitive functionality. I did face some critique from fellow panellist, Manuel Conti, about “teaching” users to use apps and, with some reflection, I agree that anything not intuitive enough to work out-of-the-box is doomed to fail.
IoT and Smart Tech: The Shift from Facilitation to Anticipation
Though time constraints kept this topic off the panel agenda, I do think it is important to consider how IoT and smart technology will redefine service delivery in flex spaces. The future lies in removing “micro frictions” from daily routines through anticipatory design. Imagine entering your building without taking physical action, no QR codes or sensors, and having a coffee waiting by the time you reach your desk.
The vision extends to meeting rooms pre-configured for scheduled virtual conferences or lifts arriving automatically, with your floor pre-programmed, when you pass through security barriers. These small but meaningful innovations illustrate how smart tech can transform client satisfaction by anticipating needs rather than merely facilitating them.
The Future for Service Standards
Full, official standardisation may be years away from the flex industry but that gives operators the opportunity and time to set themselves apart as leaders. By focussing on embracing intuitive technology and anticipatory design now, the industry can move closer to its goal of delivering seamless, high-quality service that rival or even surpasses, that of hotels or traditional offices.
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