 A must read for anyone in healthcare |
| Review Date: August 5, 2008 |
| Reviewer: Martin R. Ekrem, Wichita, KS |
An excellent book with practical principles that work and can be applied in any healthcare/service setting, large or small. I like to underline noteworthy thoughts as I read. My problem was that so much of the book was underlined when I finished. I then ordered 30 copies from Amazon to give to team members, plus have recommended this book to a number of others outside our health system.
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IBM Competitive Edge Book Club Selects Book in Q4 2008
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| Review Date: March 25, 2010 |
| Reviewer: Brien Convery, |
The IBM Competitive Edge Book Club is open to all Sales professionals at IBM. "Management Lessons from the Mayo Clinic" was our Q4 2008 book club selection. The overall feedback from the members was very good to great. In the feedback from the members, we ask them the question - "What will you do differently in your job since your study of this book?" Some of the replies directly from the members included:
- "Re-invigorated my focus on "DELIGHTING" my customer, and taking the lead with the entire team to achieve that with my customers."
- "Practice the art of majoring "in the minor""
- "The book and the discussion with the authors has reinforced my desire to delight my Customers by exceeding their expectations (rather than just meeting them) and I will translate some of the examples and experiences from Mayo into my interactions with my Clients."
- "It brought to my awareness the importance of the different types of quality clues - I'll try to incorporate some of those concepts in my work."
- "I will leverage the author's analysis and some of the lessons learned at the Mayo Clinic to improve my team's overall culture so that our field reps exceed customer expectations and increase buying loyalty."
Thank you to Kent Seltman and Len Berry for being apart of the IBM Competitive Edge Book Club experience and for writing such a meaningful and impactful book that we all can relate to on many levels.
Best Regards,
Brien Convery
IBM Global Workforce Partner and Competitive Edge Book Club Leader
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Must read for service managers
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| Review Date: July 9, 2008 |
| Reviewer: Jedidiah J. Grisel, |
| Dr. Berry et al have beautifully gleaned valuable lessons from an outstanding organization that can be applied in multiple settings. The Mayo Clinic has attained a level of service that few organizations can achieve, and the secrets of there success are plainly revealed in their book. As a healthcare provider, I noticed how the authors clearly explained topics very familiar to those in healthcare so that members of all organizations can benefit. I would encourage any manager of a service organization to read this book. |
More from a customer expert
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| Review Date: August 17, 2008 |
| Reviewer: Charles Decker, New York, NY |
| This book hardly needs my imprimatur, but I thought I would share my feelings about yet another customer experience book. Just when you thought there were more books on the topic than you could possibly explore, along comes one that I think is unique. Some may think this is just for health-care professionals, but I believe it includes powerful lessons that transcend the industry. The nicest aspects of this book are the stories about just what it takes to establish and maintain great service, even when you're one of the most respected 'brands' in the world. I used to live in Rochester, NY, and once made the dopey mistake of flying from O'Hare to Rochester, MN. I thought, 'Since I'm here, I might as well go to the Mayo Clinic, which I have always wanted to see.' This book makes that stupid airplane flight totally unnecessary. Anyone involved in dealing with the public should read this book. Maybe the lessons aren't totally fresh, but we need to be reminded of them constantly. Isn't that why we go to church on Sunday? |
Built to last
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| Review Date: December 8, 2009 |
| Reviewer: 3rdwaverider, Oregon |
Mayo Clinic is part of the American vernacular, and synonymous with excellence in health care. Did you ever wonder how the organization achieved such remarkable level of awareness inarguable brand associations? In Berry and Seltman's book, you'll learn that it had little to do with promotion, and everything to do with values. Preservation of the values of the Drs. Mayo is baked into the "product" of Mayo Clinic, which, of course, is a service.
If you are in the service industry, then you know that product features are defined by the service experience, and the benefits are determined by customer satisfaction. Both are intangibles.
Mayo Clinic has applied manufacturing process improvement (Six Sigma, LEAN, et al) to healthcare systems to improve the patient experience. For in the end, Mayo's management understands that the patient outcomes define product quality, and patient satisfaction is the promotion.
With all the hoopla today surrounding social media and marketing, an interesting sidebar to this book is the realization that Mayo's brand was built entirely through social networks; patients travel around the world for treatment at the clinic, and return home to tell the tale to friends and family. Quite obviously, the majority of the stories told have been positive. This book helps us to understand why. |
WOW Service
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| Review Date: October 14, 2008 |
| Reviewer: M. Mayer, |
There are only two categories of those who will benefit exponentially from this excellent book-those who work in health care and those who don't. For those who work in health care, the work that Dr Berry and his colleague have written is without peer. Len has been a seminal voice in how service is best provided for over 20 years and his insights have been invaluable to anyone who has sought to find practical solutions to the vexing issue of service. Many have written philosophically on the topic, but Dr Berry writes almost exclusively with practical solutions, applicable at the bedside. It has been my privilege to have contributed, in some small way, to the literature on health care customer service. I am, quite frankly, in awe of what this book has done. Everyone involved in health care should read it. Why? Because it will make their incredibly difficult job much easier-and let's be clear, health care is a very, very tough place to 'get customer service right.'
If you don't work in health care, this book is essential, because, let's be honest, if you can get customer service right in health care, you can get it right anywhere. No matter what business you are in, this book has insights which will be beneficial to you.
Finally, perhaps the most important category of those who should read-and benefit-from this book are those who will use the health care system, because it will tell you that must seek out health care systems and providers who understand that making the right diagnosis and offering the right treatment are simply not enough anymore in our health care system-you must do so in an environment that not only values, but treasures a culture of service.
By the way, that last category-those who will eventually be users of health care-is every single one of us...
Great book-I only wish I had written it!
Thom Mayer, MD, FACEP, FAAP |
A Blueprint for Creating an Excellent & Sustainable Service Organization
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| Review Date: July 24, 2008 |
| Reviewer: Muhammad A. Waqar, Waltham, MA, U.S.A. |
| This book very beautifully and eloquently conveys the heart of service quality and excellence - building, nurturing, and protecting a strong services brand that revolves around the core humane values of integrity and customer respect. The hallmark of this book is the compilation of inspirational real life stories of staff and patients sharing their experiences of the successful customer-focused culture of Mayo Clinic. Moreover, the book very effectively sheds light on the importance of competing for talented employees and encouraging teamwork at all levels of the organization. Thus, it is a must-read book for the managers, administrators, and service providers across all industries. |
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