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‘We’re sorry we didn’t move in sooner’

High praise for Tallgrass Creek’s personalized customer service

Created date

December 21st, 2010

Do you ever feel like friendly and personalized customer service has gone the way of the typewriter or the rotary telephone? If so, you re probably not alone. In our fast-paced digital world, just getting an actual human being on the phone to answer a simple question can be an infuriating challenge! Jean Dennis, director of sales and marketing at Tallgrass Creek, says that people never have to worry about getting hurried or impersonal customer service at the Overland Park retirement community where she works. In fact, she says delivering superior customer service is a top priority and one of the key tenets of Tallgrass Creek s mission.

Every day, for every customer

Every single day, for each appointment we take, and every customer we speak with on the phone, our goal is to provide as much information as we can to be helpful to them and meet their needs of understanding how Erickson Living at Tallgrass Creek can improve their lives, Dennis says. From the first phone call through the first time they experience the community, we want them to understand our mission which is to share our gifts to create a community that celebrates life. Dennis says that one thing she hears from residents over and over again is that they wish they had moved to Tallgrass Creek sooner. So, she says she and her team make it a top priority to arm prospective residents with all the information they need to make the best decision about their retirement living. Our desire is to help each customer through the process of deciding when to make the move, how to do it, and to provide resources to get it done, Dennis says.

Cordial and easy to get acquainted with

Bill Warrick and his wife, Doris, moved to Tallgrass Creek from West Des Moines, Iowa, to be closer to their daughter. When they decided to move to the Kansas City area, Warrick says he and his wife compared a number of different retirement communities. We did look at other places, and Tallgrass came out on top by a considerable margin, Warrick says. We had a really positive experience. Warrick says one of the things that made it easy for him and his wife to choose Tallgrass Creek was the information and assistance Dennis and her team provided during the Warricks decision-making process. The people we worked with have been very cordial and easy to get acquainted with, Warrick says. And, he says the excellent customer service didn t end once they moved into the community. Warrick says the Tallgrass Creek staff connected him and his wife with another couple to help them get to know the community. The couple introduced the Warricks to other community members, gave them information about the different clubs and committees, and generally made them feel welcome. I think this was one of the main factors that helped us get adjusted, Warrick says. Today, the Warricks are active members of the Tallgrass Creek community. Warrick says he and his wife are involved in a little bit of everything on campus. One of their favorite recent activities has been on-site dance classes, in which they ve learned the cha cha, the waltz, and other classic dances. Like so many other residents who move to an Erickson Living community and discover all of the ways it enriches their lives, Warrick says he and his wife have only one complaint: We re sorry we didn t move in sooner.