Quotes from Leonard L. Berry

The first time formal customer research is done, executives frequently are surprised by the sizeable percentage of customers who defect for service-related reasons.

Dr. Victor Trastek, CEO of Mayo Arizona, continually reinforces the principle of "teach, don't blame." When something goes wrong, when a mistake occurs, it should be viewed as a teachable moment, an opportunity to get better. Does constructive teaching always supplant blaming? No. However, Dr. Trastek is relentless in articulating a principle that strengthens self-confidence and self-esteem, which paves the way for true collaboration.

Superior execution is vital to sustaining the success initiated by an innovative service concept. An innovator's service quality is usually more difficult to imitate than its service concept. This is because quality service comes from inspired leadership throughout an organization, a customer-minded corporate culture, excellent service-system design, the effective use of information and technology, and other factors that develop slowly in a company, if at all.

Continuing pursuit of the ideal of service and not profit. 2. Continuing primary and sincere concern for the care and welfare of each individual patient. 3. Continuing interest by every member of the staff in the professional progress of every other member.

Management creates an empowered state of mind in the organization by treating employees as part-owners of the business and expecting them to act like owners.

Excellence nourishes the soul.