Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations

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?

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.

I retired from Mayo Clinic 5 years ago, after spending 25 years with the organization in senior administrator capacities. I now live in Bellingham, WA, where I mentioned this book to the administrator of our local hospital and VP of a high-quality regional healthcare system. She said she had it on the top of her "to read" pile, but before doing so, she asked, "Is it true?" My answer is a resounding, "Yes!" Kent Seltman was a colleague of mine for a number of years, and I'm so grateful that he and Dr. Berry took on this book. I personally know 90% of those quoted in the book and can vouch not only for their comments, but their personal integrity. For me, it was like a walk back through my career. What a gift. Mayo Clinic is an amazing, though as mentioned, not a perfect place. I was continually in awe of the complexity and quality of the organization while I was there, and the feeling is only amplified after reading this book.

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.