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Confidence in care

Customer service ranks high at Erickson Living

Created date

December 21st, 2010

If Erickson Living communities were Zagat-rated for customer service, they d score between 26 and 30 the guide s rating for extraordinary to perfection. At least that s what the people who live there say. Erickson Living communities, two of which are located here in New Jersey Seabrook, in Tinton Falls, and Cedar Crest, in Pompton Plains consistently receive scores equal to Zagat s 26 or higher for overall satisfaction on yearly resident surveys. It s like a five-star hotel, says Eleanore Ryder, who lives at Cedar Crest.

Seamless service

Like Zagat guides, which rate restaurants and hotels around the world based on the opinions of thousands of fellow travelers, resident satisfaction surveys poll the people who live at Erickson Living communities. Unlike the hotels and restaurants Zagat rates, where travelers are transient, Erickson Living communities provide a quality of life and a home, where residents have convenient access to on-site restaurants, 24-7 maintenance, a fitness center and swimming pool, classrooms, and various other amenities all staffed by caring, qualified professionals. Louis Rivera, who moved to Seabrook one year ago with his wife, Margot, and their cat, Midnight, defines customer service as being responsive to clients needs and requests and being able to provide those things. It s also following through after an initial issue or complaint, Mrs. Rivera adds. The Riveras rate customer service at Seabrook high for both during and after their move. [During our move] the staff really put me at ease and made us feel very comfortable, Mr. Rivera says. Any questions we had were always answered honestly. It was a no-pressure situation, he says. The couple says they made the decision to move together between us, Mrs. Rivera says. But our family was very supportive of our decision. They were surprised at how wonderful it is here. Even after they chose their two-bedroom, two-bath corner apartment with a sunroom, anything we didn t want was replaced like some appliances and even after we got here, general maintenance is always very responsive, Mr. Rivera says.

Camaraderie and kudos

Both Cedar Crest and Seabrook received scores of 91 or above out of 100 for courteous and friendly wait staff, general staff, and medical staff. We notice a lot of camaraderie among the wait staff. They are all very friendly toward each other and toward us, making for a pleasant experience, Mr. Rivera says. Bernie Papa, who lives at Cedar Crest and recently ran his eighth New York City marathon, says he wouldn t be able to accomplish such a feat if he didn t live at Cedar Crest. The medical staff is great, he says of the physical therapists, doctors, and pharmacists all conveniently located on campus. As an added bonus, all medical staff communicate with each other, providing the most comprehensive care possible. Aside from present-time care, the Riveras like having peace of mind that, should they ever need more care down the road, it s also conveniently available on campus. Living here gives me the freedom to do the things I want to do, Papa adds. I m retired, but I m not retired!