Episode Summary
"If we don’t have revenue, we don’t have a space."
Fiona Ross joins Bernie to discuss one of the most costly, challenging, and misunderstood decisions coworking operators encounter: when to abandon DIY systems and invest in software that genuinely supports your space.
Forget the sales demos and shiny integrations.
This episode is about the real-life process of choosing systems that work for your members, your team, and your values.
You’ll learn when spreadsheets stop being cute and start costing you money.
You’ll get a brutally honest look at integrations, platform migrations, and why some operators waste £10k just trying to fix problems they didn’t see coming.
Fiona has helped dozens of coworking spaces scale without losing their soul—or their sanity.
If you're opening a space, switching tools, or drowning in admin, this episode could save you months of stress.
Timeline Highlights
[00:05] Emily introduces Unreasonable Connection events and invites listeners
[00:29] Bernie introduces Fiona and kicks off the software vs spreadsheet debate
[01:47] The 5-year story of a Monday morning accountability ritual
[02:52] Fiona explains when spreadsheets stop being sustainable
[04:48] Why member experience and operator experience must shape your systems
[06:21] What to ask before you even look at software
[08:17] The role of values, support, and platform culture
[10:25] DIY to platform: What makes a smooth transition?
[12:36] Fiona's brutal honesty on integrations: "Only 40% actually work"
[14:47] Platform decisions: what hill are you willing to die on?
[17:17] Why mapping your customer and team journeys saves time later
[19:45] Fiona's 3 key questions every space should answer first
[21:26] The danger of hiring help too late and overpaying for panic
[22:40] Cost vs value: don't mistake cheap for right
[24:00] When to start evaluating platforms for a July opening
[27:11] Why migrations can take 6 weeks—and how to do them right
[30:02] Where to find and contact Fiona Ross
Detailed Episode Breakdown
Why Starting with Spreadsheets is Fine—Until It Isn't Fiona explains how spaces can start off messy, but why the administrative burden quickly becomes unsustainable. It's not about size—it's about complexity, capacity, and cash flow.
Software Doesn’t Fix Chaos. Before choosing a platform, it's essential to understand your offer, your members, your workflows, and your core values; otherwise, you’ll cause confusion.
The DIY-to-Platform Transition. The real pain isn’t the software itself—it’s the process of cleaning up your data, clarifying your needs, and rolling out change. Fiona shares what to prioritise to make it smoother.
Beware the Integration Trap. Shiny promises often disappoint.
Fiona warns that integrations rarely work as seamlessly as advertised, and understanding how they integrate matters more than whether they do.
What's the Hill You're Willing to Die On? Every platform has pros and cons. Fiona urges space operators to get clear on their non-negotiables: what supports your team and member experience without compromise?
The Cost of Cheap. You might save money upfront with a simpler system, but if it creates extra admin, errors, or friction, it could cost you members and momentum. Fiona makes the case for actual value over sticker price.
When to Start and How Long It Takes. If you're opening in four months, now is the time.
Fiona breaks down the realistic timelines and what you can (and should) be doing now to avoid a mad rush later.
Peer Support and Avoiding Costly Mistakes Sometimes, the best move is just sitting down with other space operators and comparing notes.
Don’t get dazzled by Brad from the booth with the squeezy ball.
Links & Resources
One more thing
Coworking brings communities together, helping people find and share their voices.
Each episode of the Coworking Values Podcast explores Accessibility, Community, Openness, Collaboration, and Sustainability—values shaping the spaces where we gather, work, and grow.
If this resonates with you, rate, follow, and share the podcast. Your support amplifies our reach, helping others discover how coworking enriches lives, builds careers, and strengthens communities.
Community is the key 🔑
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