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The numbers tell a clear story: acquiring a new coworking space member costs, on average, five times more than retaining an existing member. And yet many spaces struggle with high cancellation rates. It doesn’t have to be that way. Cancellations are often not a loud bang, but a quiet drift: fewer visits, fewer connections, more frustration over small things. That’s exactly where member retention comes in. If you systematically adjust the right levers, you can noticeably reduce churn, and you can measure it, not just “feel” higher satisfaction.
So which actions actually work? We’ve put together 12 proven, practical strategies that deliver measurable results.
1. Onboarding that excites, without overwhelming
The problem: New members often feel lost in the first few weeks and cancel after just a few months.
The solution: Structured onboarding with a personal touch. Plan for each new member:
– Day 1: Personal tour of all areas, introduction to the team
– Week 1: Check-in conversation, is everything working?
– Month 1: Invitation to a community event
– Month 3: Feedback conversation about satisfaction
Measurable results: Spaces with structured onboarding significantly reduce cancellations in the first six months.
2. Frictionless tech, the invisible retention factor
The problem: Small friction adds up. Access, Wi-Fi dropouts, meeting rooms, support, and yes, printing too.
The solution: Invest in reliable, user-friendly infrastructure. Printing in particular makes the difference visible. With a cloud printing solution like ezeep, you eliminate typical points of frustration:
– No driver installation required
– Print from any device, laptop, smartphone, tablet
– Automatic cost allocation per member
– Secure printing without complicated passwords
Measurable results: 73% of coworkers cite “working technology” as a key factor for their satisfaction (Deskmag Global Coworking Survey).
3. Flexible membership models instead of rigid contracts
The problem: Life changes, but rigid contracts don’t. Annual commitments can scare off potential members, while month-to-month plans create high churn because there’s no incentive to stay
The solution: Offer tiered options, for example:
– 3 days per week plan
– Off-peak membership
– Team packages with a meeting room allowance
– Upgrade and downgrade guarantee, switch to a different membership at any time
Measurable results: Spaces with flexible models have significantly higher retention rates than those with one-size-fits-all contracts.
4. Community building with a system
The problem: “I don’t know anyone here” is a common reason for cancellations. Not everyone wants networking nights. Retention rises when belonging is possible in different formats.
The solution: Create regular touchpoints and varied formats:
– Silent coworking, focused
– Topic-based lunch table
– Skill-sharing sessions, members share their knowledge
– Social events, quarterly after-work meetups or outings
Pro tip: Use a community manager who actively connects members.
Measurable results: Event participation by segment, retention of participants versus non-participants.
5. Proactive cancellation management, spotting risk early
The problem: You only learn about cancellations after the decision is already made.
The solution: Implement an early warning system:
– Usage analysis, who is coming in less than usual?
– Check-in conversations, quarterly personal satisfaction check
– Exit interviews, understand the real reasons for leaving
– Win-back offers, tailored solutions for at-risk memberships
Measurable results: Many members can be retained through proactive outreach.
6. Make value visible, a monthly value recap
The problem: The price feels too high compared to the perceived value.
The solution: Expand your offering through strategic partnerships and send a value recap via email or a community tool:
– What’s new?
– Which features and services are others using?
– Two events or highlights for next month
– New partnerships
Measurable results: Open rate, click-through rate, event bookings, retention of recipients.
7. Systemize small moments of delight
Surprise works if it happens regularly.
Ideas:
- Welcome coffee in the first month
- “Member Spotlight”
- Birthday desk upgrade for one day
Measure: Social and community interactions, NPS lift, retention after 90 days.
8. Make the retention call a standard process, not a last resort
The problem: When someone cancels, it’s often too late. Build a routine for risk contacts.
The solution: A 10-minute call with three questions:
1. What has changed?
2. What’s most annoying right now?
3. What would need to happen for it to feel right again?
Measurable results: Save rate (how many stay), most common causes, time to resolution.
9. Optimize the digital member experience
The problem: Clunky booking processes and missing digital services frustrate people.
The solution: Invest in an intuitive member app:
– Meeting room booking, simple and real-time
– Invoices and payments, transparent and easy to review
– Community features, member directory, chat, events
– Service requests, fast communication with the team
Measurable results: Spaces with a digital member platform have higher satisfaction scores.
10. Build a feedback culture
The problem: Dissatisfaction simmers unnoticed until it leads to cancellation.
The solution: Create low-friction feedback channels:
– Quarterly surveys, short (max five minutes), focused
– Anonymous feedback box, digital or physical
– Open office hours, set weekly times for concerns
– Transparent implementation, a public “we fixed it” list
Measurable results: Number of submissions (yes, it can go up), time to resolution, recurring themes.
11. Use referrals as a retention lever
People who refer others stay longer, statistically.
A simple program:
– Member brings a member, one week free or meeting room credit
– Team brings a team, upgrade in the following month
Measurable results: Referral rate, retention of referrers versus non-referrers.
12. Automation to free up more time for people
The problem: Administrative tasks eat up time that should go into member support.
The solution: Automate routine processes:
– Automatic invoicing, saves time and reduces errors
– Self-service bookings, members book rooms on their own
– Automated access control, digital door systems
The more time you have for personal interaction, the stronger member retention becomes.
Measurable results: Every hour saved on admin can be invested in member support, with a direct impact on retention.
Conclusion: Retention You Can Actually Manage
The most successful coworking spaces have one thing in common: they treat member retention not as a side effect, but as a strategic priority. The good news: you don’t have to implement all 12 actions at once.
If you take away just one thing, build a small retention dashboard (usage, tickets, feedback, events) and connect it to two or three repeatable actions (onboarding, risk check, value recap). That turns “we hope they stay” into a process that truly reduces cancellations.
Want to eliminate printing issues as a reason for cancellations?
With ezeep, you offer your members a printing solution that simply works, without IT knowledge, without driver installation, from any device. At the same time, you automate cost allocation and save valuable time for what really matters: your members.