We recently connected with Justin Ferland and have shared our conversation below.

Justin , thanks for taking the time to share your stories with us today Have you ever seen (or implemented) a really awesome way to show a client you appreciate them

I always try to do something that is very specific to the client. Usually, it’s a gift that comes from a one-off conversation we’ve had during the project, or something that symbolizes the project and the work we’ve done. On a consulting project I ran involving bringing a decades-old restaurant back to life, I was able to find a matchbook on eBay from when the restaurant first opened 40 years prior and framed it for them. It represented all the hard work that everyone put in during the project. It was so great because it wasn’t just a bottle of champagne, but something that took some thought and genuine effort to find. People can always recognize when you put thought into a client appreciation gift like that.

Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers.

Previous to running sales and operations for Serendipity Labs in Costa Mesa, I was in the hospitality industry for over 15 years. I’ve not only been in leadership roles for larger organizations, but I also ran my own hospitality operations and brand development consultancy. I’m proud of being able to both lead and guide businesses in being hospitality-forward and focusing on both collaboration and community. All three of those pillars will make any business successful – whether it be a restaurant or a coworking business!

Any stories or insights that might help us understand how you’ve built such a strong reputation?

When I first found Serendipity Labs, I immediately fell in love with the brand. Coming from a hospitality background, I thought that a workspace that focused on being hospitality forward, as well as putting an emphasis on community and collaboration matched my personal and professional ethos to a T. I genuinely believe that a high tide raises all ships, and being involved with a company that fosters collaboration between members of their workspace communities is something that sets us apart from other coworking models. We, the teams in the labs, play an active role in making sure that connections are made, help foster new relationships, and hold events that focus on professional growth. It’s rewarding to watch those relationships grow and thrive and see two different professionals who normally wouldn’t interact if not for sharing workspace, find projects they’re able to collaborate on together.

Having 20+ locations throughout the country also means that members traveling can stop into any of the labs and utilize the complimentary coworking space. In southern California, where I’m based, that means they can be a member with us down in Orange County and can have a meeting in downtown LA and pop in to get some work done there while waiting for a meeting at the Bank of America building.

Any thoughts, advice, or strategies you can share for fostering brand loyalty?

For me, it always comes back to hospitality and genuine relationships. We stay connected with our members by being present and engaged in the space every day. That means checking in, listening to what people need, and making sure they feel supported in their work. We also create opportunities for members to connect with each other through events, introductions, and community programming. When people feel like they are part of something bigger than just renting an office, that naturally builds loyalty. At the end of the day, if people feel valued and know you’re invested in their success, those relationships tend to last.

Contact Info:

• Website: https://serendipitylabs.com/us/ca/costa-mesa-pacific-arts-plaza/
• Instagram: https://www.instagram.com/serendipity_labs_costa_mesa/
• Linkedin: https://www.linkedin.com/in/justin-ferland-565623377/

Image Credits

Ivan Ji
Happy Photos, Xuong Do