Our Platinum Service Program

In 2009, The Goodman Group proudly launched its landmark customer service program, Platinum Service. The design and content of the program was created by a representative team of staff members from the communities they manage throughout the United States. The initiative was led by Horst Schultze who created the world-renowned customer service program at the Ritz Carlton Hotel Group.

The Core Values that drive our Platinum Service

• We respect our residents and guests and promise to create a positive and enriching experience to gain lifetime loyalty.
• We respect our employees and empower them to deliver unparalleled customer-centered services in a caring, consistent and timely manner.
• We embrace diversity and operate with care and integrity in an environment of purpose, belonging and accountability.
• We are proud to be contributing and supportive members of the communities we serve.

The Platinum Service Program Training and Service Standards

Each employee receives The Goodman Group’s Platinum Service training, and commits to following The Goodman Group’s 20 service standards, embracing the preamble to our Platinum Service Standards:

"Providing unparalleled service is the focus of our team efforts
and my main personal role. I am committed to following
and supporting our service philosophy."

Each morning, every employee at every community managed by The Goodman Group participates in a stand-up meeting to continually embrace our mission, our values, our service approach and one of our 20 Platinum Service Standards. Each day, over 4,500 employees across the country focus on the same service standard. This daily exercise helps sustain and perpetuate our Platinum Service culture.

Our Platinum Service Standards are:

1. I place our residents at the center of everything I do, personalizing my services to meet their preferences.
2. I build lifetime relationships with our residents by creating memorable experiences.
3. I am proactive in my service approach and focus on anticipating the needs and desires of our residents.
4. I take ownership of service excellence and offer solutions to achieve positive results for our residents and fellow employees.
5. I am always considerate and treat residents and fellow employees with dignity and respect.
6. I enjoy what I do. I have a warm, caring and positive attitude that makes our communities great places to live and work.
7. I never say "no" to an opportunity to serve our residents and to improve their living experience.
8. I understand that safety and security is everyone’s responsibility and I ensure that concerns are promptly reported and addressed.
9. I am responsible for always providing a clean, well maintained and pleasant environment for our residents, guests and employees.
10. I follow our appearance and grooming standards to create a positive impression and to support our image.
11. I am prompt and responsive. I complete my commitments with competence, showing my professionalism and dedication.
12. I respond to each resident’s style and cues. I adjust my pace and service delivery accordingly.
13. I play a critical role in reporting and resolving service concerns and promptly follow up to ensure resident satisfaction.
14. I am respectful of our residents’ personal time and privacy. I understand the importance of confidentiality within our community, directing inquiries to management.
15. I understand the importance of proper communication. The words I use in all forms of communication, written and verbal, are aligned with our image.
16. I am always eager to help, stepping out of my primary duties, to assist our residents and fellow employees.
17. I am committed to my ongoing development. Knowledge and skills are essential in creating a great experience for our residents.
18. I am responsible for the quality of the work environment and I am valued when I share ideas, feedback and opinions in a professional manner.
19. I am a leader and I lead by example. I am a good steward of the environment and a role model both at work and in the greater community.
20. I am an ambassador for our company and continually promote our services. I always conduct myself with integrity and uncompromising values.

Our Mission

The Goodman Group’s mission is to create and manage living environments that emphasize quality of life and enable residents and staff to achieve an optimum level of well-being.

Our mission at communities managed by The Goodman Group is to enrich the quality of life of our residents by creating a sustainable, nurturing and professional environment through caring, personalized service.