'How Can We Help?' Industrious Offers Flex Space, But The Real Focus Is On People

Shauna Dillavou is in the business of helping others stay safe online, which is why she sought out a coworking provider known for looking after its members’ interests.

Dillavou is the CEO and founder of Brightlines, an anti-doxxing service that helps protect the privacy of clients at risk of digital harassment. As the head of her startup’s small team, Dillavou works from an Industrious shared office in Washington, D.C.

The space had been recently renovated when she moved in nearly five years ago. But more importantly to Dillavou, she said the Industrious location’s community managers “bust their asses” to understand and accommodate their members’ unique needs.

“I love it here,” Dillavou said. “At a time when things feel really chaotic, it's nice to be in a comfortable, cared-for space and part of a community with other people.”

Amenities at the location include complimentary office supplies, meeting rooms, a wellness room and a fitness center. Especially attractive for Dillavou’s internet security firm is a virtual private network to encrypt data and mask IP addresses, she said.

Industrious also met other needs that aren’t likely to appear as bullet points on an office property’s list of amenities. These have included the childcare options the Industrious office manager connected her to, as well as the introductions made to other members at the location whose business models complement her own.

“I don’t know whether they do that for everybody, but my guess is that they will try,” she said. “When I was pregnant and was going to be out on leave, they were like, ‘How can we help? Let’s negotiate down your rent so you're not paying for the amenities you don't need while you’re out.’ Who does that?”

That level of care is standard practice at Industrious’ more than 200 locations across the country, said Bridget Cahill, assistant general manager for Industrious locations in the Washington, D.C., area. Industrious’ hospitality approach begins before new members even sign on.

“We take getting to know our members seriously,” Cahill said. “From the moment someone steps on-site to take a tour, we are using a consulting approach to figure out what they need, because sometimes they might not even know what that is.”

Cahill’s role requires her to stay on top of the diverse and changing needs of businesses in the Washington, D.C., metro area that look to Industrious for office solutions. Like Brightlines, Industrious members in the D.C., Maryland and Virginia markets are often entrepreneurial startups, firms that work in some capacity with the federal government, or both.

Members seek a place that will provide an “elevated environment” to help attract top talent, impress clients or support their business needs as they continue to flex with the fast-evolving DMV office market, she said. Industrious maintains 16 locations in the area, including 4500 East West Highway in Bethesda, Maryland, which Cahill said caters to businesses that prioritize privacy. 

“Our members need a private, distraction-free place where they can get work done, and we're going to make sure that they are at the right location with the right office space for that,” Cahill said. “We also have members who are looking to attract young professionals who they want in the office five days a week. We’re focused on getting them into one of our locations where there's a vibrant community already in place to get some collaborative energy going.”

Cahill said Industrious members will benefit from its recent acquisition by CBRE, a longtime investor in the coworking company.   

“We're in the business of helping people, and CBRE is doubling down on Industrious’ core products and values,” she said. “Our approach sets us apart from other flex space companies, and we’re excited to integrate more of their real estate expertise with our white-glove service.”

Chris Caron, general manager for Industrious in the DMV, said Industrious members often use more than one location, whether they are across town or across the country. Wherever they sit, he said, the goal is to meet their expectations and “take away all the headaches or stress” of working in a new space.

Dillavou, who worked with other office space providers before coming to her current workspace, confirmed that Industrious has helped reduce stress levels in her own daily work.

“What I want is a quiet, beautifully kept space where people are going to take care of my needs,” she said. “And that's what I've got here.”

This article was produced in collaboration between Industrious and Studio B. Bisnow news staff was not involved in the production of this content.

Studio B is Bisnow’s in-house content and design studio. To learn more about how Studio B can help your team, reach out to studio@bisnow.com.