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“A landmark. Through deep study, respectful listening, and eloquent reporting, the authors connect ‘service success’ to the very core of healthcare’s mission and to the very soul of the healthcare workforce.”
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—DONALD M. BERWICK, MD, MPP, former Administrator, Centers for Medicare and Medicaid Services, and President Emeritus and Senior Fellow, Institute for Healthcare Improvement
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“This book is an essential read for those managing labor-intensive, highly interactive service businesses, and offers thought-provoking guidance to anyone seeking to build a customer-focused culture.”
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—GEORGE DAY, PHD, Geoffrey T. Boisi Professor Emeritus, Wharton School, University of Pennsylvania
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“An extraordinary book that provides wonderful lessons on how to build and sustain service excellence in any business organization. It also offers superb insights on how unshakable core values can drive a successful culture.”
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—STEPHEN W. BROWN, PHD, Edward M. Carson Chair and Professor of Marketing Emeritus, W. P. Carey School of Business, Arizona State University
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“Great insight into how a successful service organization operates ... offers valuable information for businesses striving for service excellence.”
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—COLIN V. REED, Chairman and CEO, Ryman Hospitality Properties, Inc.
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“Mayo Clinic is an amazing management story.... This book gives more than an inside look into one of the world’s most famed and revered brands, it provides a detailed and inspiring blueprint for what it takes for any service brand to truly achieve greatness.”
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—KEVIN LANE KELLER, E.B. Osborn Professor of Marketing, Tuck School of Business, Dartmouth College
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“A must-read for organizations looking to restore service to its rightful place.”
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—DAN J. SANDERS, New York Times bestselling author of Built to Serve
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“Berry and Seltman speak eloquently to what an organization can achieve when it has clearly defined its core mission and focuses every aspect of the enterprise on that mission.”
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—J. MICHAEL MCGINNIS, MD, Leonard D. Schaeffer Executive Officer, Senior Scholar, and Executive Director, NAM Leadership Consortium
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“Powerful and valuable insight into how to create a culture and environment that provide the best quality and experience.”
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—GARY SHORB, former CEO, Methodist Healthcare, and Executive Director, The Urban Child Institute
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“Whether part of healthcare or an executive in a corporation, the lessons to be learned from Mayo are both inspirational and timeless. This wonderful book is a must-read for anyone in pursuit of excellence.”
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—CHARLES S. LAUER, former VP, Publisher, and Editorial Director, Modern Healthcare magazine
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“Berry and Seltman have now defined a new gold standard for service with their extraordinary assessments of the prestigious Mayo Clinic’s service culture and management.”
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—JAMES D. ROGERS, former President and CEO, Kampgrounds of America, Inc.
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“Management Lessons from Mayo Clinic can help all service managers build better businesses and better brands that endure and thrive no matter how complex and difficult the environment.”
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—IAN MORRISON, PHD, author of Healthcare in the New Millennium
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“Management Lessons from Mayo Clinic should be required reading for every healthcare leader.”
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—QUINT STUDER, Founder and CEO, Studer Group
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“Full of strategies and tactics managers can use every day to lead with creativity, compassion, and communication.”
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—KIP TINDELL, former Chairman and CEO, The Container Store
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“A remarkable story of a dynamic business model driven by customer-first advocacy and passionate teamwork.”
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—JOE V. TORTORICE JR., Founder and CEO, Jason’s Deli