Leonard L. Berry > Quotes

“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.”
― Leonard L. Berry, Management Lessons From Mayo Clinic

“In 1895, Dr. William Mayo addressed the graduating class of the medical department of the Minnesota State University on the importance of thoroughness in medicine: Above all things let me urge upon you the absolute necessity of careful examinations for the purpose of diagnosis. My own experience has been that the public will forgive you an error in treatment more readily than one in diagnosis, and I fully believe that more than one-half of the failures in diagnosis are due to hasty or unmethodical examinations. Say to yourselves that you will not jump at a conclusion, but in each instance will make a thorough and painstaking physical examination, free from prejudice, and your success is assured. 14”
― Leonard L. Berry, Management Lessons From Mayo Clinic

“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.”
― Leonard L. Berry, Marketing Services: Competing Through Quality

“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.”
― Leonard L. Berry, Management Lessons From Mayo Clinic