“People don't care how much you know until they know how much you care,” says Gary Hibbs, executive director of Riderwood, an Erickson Senior Living community in Silver Spring, Md. It is that principle that guides everything Hibbs and his staff at Riderwood do to create a culture of truly great customer service. “We really abide by the motto, be the best that you can be,” he says.
On average, Erickson Senior Living communities like Riderwood boast one employee to every three community members. The community's team of professionals is always available to support residents' needs, providing them peace of mind.
“The best part about living here is the community, the people, the friends I've made, and the fact that the staff really cares about you,” says Joseph Jones, who moved from Rosslyn, Va.
Fellow Riderwood resident Rose Cannon agrees. “After serving on the Riderwood Residents' Advisory Council I was thoroughly amazed at how everyone on the staff was here for the right reasons,” says Rose. “It was just phenomenal. I thought, ‘How did they hire all of these great people?' The staff really truly cares about the people who live here. I would recommend Riderwood to anyone.”
One of the most significant benefits of living at Riderwood is the number of opportunities for social interaction, including dining with neighbors and participating in clubs and activities. These opportunities promote healthier living and longevity while fighting the negative effects of isolation, a problem that many seniors face when choosing to live alone in their house.
“The good thing about being part of a big community like Riderwood is we have more than 250 clubs right here on campus,” says Rose. “If you want to be social you simply go out into the community. If you want to be alone, stay inside your apartment and you have complete privacy.”
“Here you can be doing something every minute of every day,” adds Joseph. “And the people who live here are really an interesting, diverse bunch. It's pretty hard not to like this place.”
Over the years, resident feedback has reflected that quality customer service is a critical component to Riderwood residents' overall satisfaction. Riderwood has received numerous accolades for going above and beyond in meeting the expectations and needs of residents and staff for outstanding customer service and outstanding amenities.
Quality staff and service
As a member of the Erickson Senior Living enterprise, a family of 20 communities in 11 states, Riderwood has the support, resources, and financial strength to bring the best services and resources to residents at the best value.
“We were able to navigate the process with each new resident carefully,” says Riderwood Sales Director George Mishraky. “We offered virtual tours and events through Zoom and FaceTime. We listened to their concerns and met them where they felt comfortable, so they felt confident in their decision to call Riderwood home.”
“We are focused on one thing, our residents,” he adds “We do whatever is necessary to make sure their needs are met in a timely manner. Our staff even steps out of their normal roles to help as needed. This was apparent in the early parts of the pandemic. Numerous staff members took on new roles in concierge, at the gatehouse, contact tracing, and more to make sure our residents were safe and had the quality of life they deserve.”
Hibbs says making customer service “custom” is at the heart of everything they do. “Everyone is an individual and different. We try to be intentional and work hard to meet people where they are. That requires listening. Last year, we helped Riderwood residents celebrate their birthdays by sending a birthday card with a personalized handwritten note and a cookie just to let them know we care.”
Early vaccine access
Proving that commitment, 96%of Riderwood community members received the COVID-19 vaccine by early March through a variety of well-orchestrated vaccine clinics, held at the on-site CVS. Knowing how difficult it was for his friends who don't live at Riderwood to get vaccinated, Joseph says he feels lucky to live in a community where every resident's health and wellbeing are at the forefront.
“I know people everywhere. I lived in Washington, D.C., for a long time and a lot of people I know have had a hard time getting vaccinated,” says Joseph. “Here we received the vaccine and I got both of my shots without any problems. I thought that Riderwood handled the pandemic very well. I felt totally comfortable and at ease. It's a blessing to live here during all of this.”
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