How Iconic Offices Humanised
the Move-In Experience with Say Thanks
Iconic Offices, Dublin’s leading flexible workspace provider, set out to make a key moment of the client’s journey a memorable and positive one – the move-in - an opportunity for connection—the point where new members first feel at home. Partnering with Say Thanks, they co-created a personalised, Irish-made office-warming gift box. The result was a personalised gifting touch that strengthens relationships, celebrates milestones, and proudly champions Iconic’s Irish roots.
By combining personalised touches, local suppliers, and flexible logistics, Say Thanks enabled Iconic Offices’ to scale a meaningful initiative that has delighted members, energised staff, and sparked new ideas for future client touchpoints.
The Customer: Building Community at Scale
With over 14 locations in Dublin, Iconic Offices supports a diverse community, from entrepreneurs hot-desking for a day to global companies with hundreds of employees. Their mission is simple yet ambitious: remove everyday challenges so members can
focus on growing their businesses.
As Amy Pope, Client Experience Manager at Iconic Offices, explains:
“Our front of house teams are there day in and day out, chatting to people, building relationships, understanding who they are. We care for the company, and we care forthe individual. Our job is to make sure members want for nothing.”
This dual focus on professional and personal experience runs through every aspect of Iconic Offices’ offering, from curated networking events to local community perks. But as Amy and her team reviewed the client journey, they identified a gap at one critical stage: the move-in process.
The Challenge: Humanising the Move-In
Moving into a new office is exciting, but it’s also stressful. Between contracts, logistics, and setting up operations, both sides (client and provider) are often bogged down in admin. Amy recalls:
“We realised that the handover from sales to operations is one of those funny times — there’s just so much happening. It’s nobody’s fault, but it can feel transactional. We wanted a small touchpoint to humanise that experience, to say: We’re really glad you’re here.”
Iconic Offices’ client experience team envisioned a gesture that would cut through the stress and set the tone for a long-term partnership, a welcome gift that felt as genuine as a housewarming present from a friend.
The Solution: An “Office-Warming Gift” by Say Thanks
Iconic Offices partnered with Say Thanks to design a bespoke “office-warming” gift box for new members. The concept was inspired by what you’d bring a friend moving into a new home: a plant, a scent, and a sweet treat.
Together, the teams created a box that included:
- A diffuser to set a welcoming atmosphere (a safe alternative to candles).
- A plant to brighten the office and symbolise growth.
- Locally made Irish treats, curated to surprise and delight.
- A personalised, hand-signed card, carrying Iconic Offices’ branding and a heartfelt welcome message.
“We wanted it to feel wholesome, warm, and genuine — something that says: We care about you being here and want to celebrate this new journey with you.”
Why Say Thanks?
Iconic Offices chose Say Thanks not only for the creative collaboration but also for the practical flexibility behind the scenes.
- Personalisation and Branding: Every detail was customisable, from branded cards to hand-signed notes, ensuring the gesture felt personal rather than generic. “Any gift can feel disingenuous if it’s not personal. The fact that Say Thanks let us add our own branding and handwritten notes meant it always aligned with the experience we want to deliver.”
- Logistics That Fit Flexibility: As a flexible workspace provider, Iconic Offices couldn’t predict exact monthly demand. Say Thanks offered minimum order quantities, just-in-time delivery, and no need for storage. “I don’t always know how many boxes we’ll need in a given month. The flexibility to order as we go — without stock sitting around — was huge for us.”
- Proudly Irish Suppliers: The alignment between Say Thanks’ curated Irish supplier network and Iconic Offices’ proudly Irish brand values sealed the deal. “Everything in the box is from Irish companies. That matters to us and it matches our brand, and it tells a story that shines through when you give the gift.”
The Results: Positive Feedback and Stronger Connections
While still a relatively new initiative, the office-warming gifts have already had a tangible impact.
Delighted Members
Members were surprised and touched by the gesture, often reaching out directly to thank the front-of-house team.
“We’ve had people say it was such a lovely surprise — the perfect way to end their first week or start their journey with us. It’s overwhelmingly positive.”
Conversation Starter for Teams
The gift also empowered staff to build relationships faster.
“Sometimes it’s hard to break the ice with a new client. This gives us a genuine, easy way to say: We’re thrilled to have you here. It energises both sides.”
Renewal Conversations Sparked
While the long-term retention impact will take more time to measure, early signs are encouraging. Renewals are trending upward, and the initiative has inspired wider discussions about new touchpoints — such as gifting at contract renewals.
Standardised Yet Personal
Perhaps most importantly, the solution strikes the right balance between scalability and sincerity.
“This box has found that perfect balance — easy to manage, yet still personal. That’s very hard to achieve, but it just works.”
Lessons Learned: Personalisation Over Price
Reflecting on the initiative, Amy offered advice for other businesses considering gifting:
“A gift doesn’t need to be expensive. It needs to resonate. And it resonates when it’s genuine and personal. When you understand who you’re giving it to, it almost doesn’t matter exactly what it is — it’s the sentiment that makes the impact.”
Conclusion
For Iconic Offices, partnering with Say Thanks turned a key moment in the client journey into an opportunity for connection. By co-creating a meaningful, Irish-made welcome gift, they reinforced their brand values, engaged members, and empowered staff. All
while keeping operations flexible and scalable.
Get in touch with us to understand how gifting can help your business.
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