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Goodmans Interior Structures
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Goodmans Interior Structures 4x Best Places to Work Winner Arizona’s Most Admired Companies Award 2011 1400 E. Indian School Road, Phoenix, AZ 85014-4983 3925 N. Business Center Dr. Tucson, AZ 85705 602-263-1110 http://www.goodmans.info 125 Interior Structures & Furnishings   |
Goodmans Interior Structure exemplifies one of Arizona’s Most Admired companies as a leading example of how to build a community that takes care of its sick, supports its weak, inspires its artists, protects its resources and promotes faith for its citizenry through style, humor, compassion, integrity and respect.
Workplace Culture:
The culture of Goodmans begins with our mission: “to create great lifetime furniture experiences”. That ambition demands that every person in the company engage on behalf of our customers. This requirement, in turn, compels the company to build a culture of recognition, appreciation, honesty, accountability, growth and fun.
Our people are more important than our products, and we communicate that message relentlessly:
- Our number one corporate value is “there is nothing more important than the welfare of our people”
- Our website features our people more prominently than our products
- Our trucks feature our people more prominently than our products
- Throughout our showroom we have oversized pictures of our people, their children and their pets
The Goodmans leadership team demonstrates commitment to employee development by listening to employee opinions. This feedback loop is responsible for our 2010 addition of a
full-time trainer who orients new employees and sharpens the skills of veteran employees.
The number one value of Goodmans is that "nothing is more important than the welfare of our people". To illustrate the point, Goodmans is a four-time Best Placed to Work winner and is the first company in Arizona to receive the prestigious CEO Cancer Gold Standard certification.
Once onboard, our managers coach employees on opportunities for career growth. For example, our Mentor Program pairs younger employees with more senior employees in a formal mentoring process. Both the mentor and mentee are trained by an outside moderator to leverage each others’ experience and perspective.
A cornerstone of our culture is to challenge talented people and keep them from idling. Consequently, the career path of our employees can be like a game of Twister, with talented people moving from customer service to sales to design operations to management.
The leadership team studies the annual Best Places to Work survey in great detail. Each year, the team identifies the biggest opportunities for growth and develops a collective plan to make improvements in those categories. This rigorous process has directly resulted in programs such as:
- Employee Appreciation Days, with catered meals, at least once per month
- Wellness program
- Employee Wellness Expo
- Company contributed HSA’s
- Softball and Volleyball teams
- Holiday adopt-a-family donation drive
- Carpool and trip reduction incentives
- Employee newsletter
- Management car washes of employee vehicles
- Personalized thank you cards and movie tickets
- Employee Assistance program
- Sell-back option of 40 hours of PTO
- Spring Training Day (family outings)
- Monthly fruit drop
- Internal March Madness and Football Pools
Four Time Winner
Adam and Murray Receiving Spirit of Enterprise Award
Young Murray Goodman, 1950's
From 2005-2010, our scores in each category of the Best Places to Work (BPTW) survey have improved significantly:
BPTW Category Improvement 2005 - 2010 |
|
People Practices |
23.9% |
Team Effectiveness |
12.9% |
Manager Effectiveness |
12.5% |
Feeling Valued |
11.7% |
Alignment with Goals |
11.3% |
Trust in Senior Leaders |
11.2% |
Trust in Co-Workers |
10.7% |
Retention Risk |
10.2% |
Individual Contribution |
8.2% |
Satisfaction in Current Role |
6.5% |
The average length of service for our employees is 8.37 years, twice the length of the national average. Perhaps more significantly, 10% of our employees have at one point left Goodmans to experience other companies only to return to Goodmans. In almost all of these cases, the returning employees report that missed the Goodmans’ culture.
Awards
- Best Places to Work (4x winner)
- CEO Cancer Gold Standard Accreditation
- Arizona Corporate Excellence (ACE) Community Impact Award
- Ethics Award, Southern Arizona Better Business Bureau
- Corporate Giving List, The Phoenix Business Journal
- Spirit of Enterprise, ASU WP Carey School of Business
- Environmental Excellence, Valley Forward
- Green Business Award, City of Tucson
Employee Appreciation Day
Leadership Excellence:
Adam Goodman is the third generation in his family to lead Goodmans Interior Structures. Following the tradition of innovation established by his father and grandfather over the last 50 years, Adam has used his leadership roles to help Goodmans adapt to changing markets and anticipate opportunities for growth.
Goodmans’ success is a result of Adam’s vision for Goodman’s prosperity and his recruitment of a strong management team to execute the mission. Through strategic planning, each manager translates the company mission statement, “to create great lifetime furniture experiences”, into their departments’ own objectives. This process highlights the alignment within the company with the overall strategic goals.
The leadership team engages employees by aligning every aspect of the workplace around the company’s vision, mission and values. The team is dedicated to reaching out to employees on a personal level and they strongly believe in the importance of educating and assisting employees with balancing everyday family, health and work obligations.
Through stratigic planning, each manager translates the company mission statement, "to create great lifetime furniture experiences", into their departments' own objectives. This process highlights the alignment within the company with the overall strategic goals.
The number one value of Goodmans is that “nothing is more important than the welfare of our people”. To illustrate the point, Goodmans is a four-time Best Places to Work winner and is the first company in Arizona to receive the prestigious CEO Cancer Gold Standard certification.
Adam regularly submits himself to a comprehensive and anonymous performance review…and then he publishes the results online! This transparency is Adam’s way of demonstrating his willingness to be held accountable for creating a great working environment.
The leadership team writes an average of ten hand-written thank you cards per week to employees and mails them home along with gift certificates. The team regularly celebrates great customer feedback by buying lunch for everyone in the company, and twice a year the management team spends the day washing employee vehicles.
Adam has decentralized authority while upgrading management talent. As the company has become less dependent on Adam for day-to-day decisions, his role has evolved in to strategic leader who is imagining the next frontier of modular office innovation. As a result, Goodmans is a nationwide leader in products that support sustainable construction practices. The company’s future is not simply tied to geographic expansion; it is tied to category innovation and market penetration.
Goodmans Eye for the Good Guy
Corporate & Social Responsibility:
The second corporate value of Goodmans is “Connectedness”. This value is a pronouncement that Goodmans is not isolated on an island; we are part of a community, an industry, a country and the planet. As citizens of these domains, Goodmans has a responsibility to all other stakeholders to act in a mature, dignified, ethical, sustainable and honorable way.
From an employee standpoint, we operate transparently with an open set of books. Every quarter we host a company-wide review of our financial performance where questions and challenges are encouraged. We regularly solicit employee feedback on management performance, honest communication, trust in leadership and fair compensation. And of course, our business is workplace safety and ergonomics.
Regarding the community, we are effective at leveraging the company’s resources and assets against the community’s needs. As a testimony to our success, in 2008 the Arizona ACE Awards recognized Goodmans with its first-ever “Community Impact Award”. The following is a sample of our community-building initiatives:
- AIM to Make a Difference: We warehouse our customers’ surplus furniture that would otherwise be headed for the landfill and then we repurpose that furniture, for free, to Arizona nonprofits. Since 2008, 75 organizations have received over $1,000,000 worth of furniture though our program. AIM to Make a Difference has become a celebrated national model
that has been copied by all of the major manufacturers in our industry. - Goodmans Eye for the Good Guy: Each year we select the executive director of a
nonprofit who is most deserving of a $20,000 office makeover. Since 2004, 14 nonprofit
have benefited from the program (www.goodmansgoodguy.com). - GoodTHREADS: Inspired by the declining support for foster parents, our employees
created a clothing bank to store, sort and distribute free clothing to foster families. Since 2009, the program has clothed over 2,000 children in Southern Arizona. - GoodART: We partner with Free Arts of Arizona to take the artwork created by at-risk children and place it, for free, in our customers’ offices (www.goodmansgoodart.com).
- Office Chair Hockey Tournament: Sixteen teams from the commercial real estate
industry play hockey…while sitting in Herman Miller Aeron chairs. Each year this raises $30,000 for charity.
As for the environment, Goodmans is an acknowledged leader in sustainability:
- 2004 Environmental Excellence Award from Valley Forward
- Our headquarters is the second LEED-CI building in Arizona
- City of Tucson Green Business Certification
- We incubated Green Ideas (www.egreenideas.com) in our office, with free rent, free support services and technology support
Additionally, our primary supplier, Herman Miller, is frequently recognized as a responsible corporate leader:
- Fortune magazine “Most Admired Companies”
- Fortune magazine “100 Best Companies to Work For”
- Four years in a row with a perfect score on Human Rights Campaign’s Corporate Equality Index
- 2011 winner of the Means Social Innovation Award
Customer Opinion:
Our mission is “to create great lifetime furniture experiences” and we are relentless about holding ourselves accountable with customer feedback. We have three formal feedback mechanisms:
- Approximately fifty customers per month receive an online customer experience survey
from an independent third-party - The reverse side of our installers’ business cards displays Adam Goodman’s personal
email address with an invitation for direct feedback - Adam Goodman personally calls hundreds of customers each December to thank them
for their business and solicit direct feedback on our performance
Almost every day we are celebrating positive feedback with free meals for employees, gift certificates, movie tickets, indoor showroom putting competitions and more.
Statistically, our customer experiences scores from the independent third-party survey partner average 98.5% with 99.1% of customers indicating they intend to do business with us again.
In the case of negative feedback, the Leadership Team immediately assembles to indentify the root cause. Since one of our corporate values is “Improvement”, Goodmans is an environment where failure is embraced as something to learn from. We have learned to prize negative feedback and share it broadly where it can be used for growth.
The overwhelming message from our customers is that they love our people and they respect our commitment to customers. These comments are only from 2011 Q2:
- “Goodmans sets the bar for services”
- “Your folks have been great to work with”
- “You have great people”
- “Therese is a great example of how to relate to customers”
- “Your team is excellent! They make everything easy for us”
- “Your entire crew is fabulous”
- “You guys always come through for us and I really appreciate that”
- “Your team is great and everyone is a lot of fun”
- “Goodmans is a great partner for us”
- “I couldn’t be more pleased with Tarrell’s excellent customer service”
- “This project is a perfect example of the great service Goodmans provides to us on a
daily basis” - “Goodmans continues to place the greatest emphasis on the customer by providing
excellent service” - “Thank you for having such a quality company”
- “Your team is brilliant!”
- “Thank you once again for a job well done”
- “We’d love to work with you again any time”
- “Always a pleasure to work with Goodmans”
- “Extremely pleased with the service”
- “Goodman's did a fantastic job Great service!”
GoodArt Delivery to a Client
