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The leader's guide to building a service powerhouse using the approach that made Mayo Clinic the #1 healthcare system in AmericaMayo Clinic is among the best service organizations in the world. It fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. This classic business guide offers a rare, up-close look at the best practices that drive Mayo Clinic's success. By examining the operating principles that guide every management decision at this legendary institution, authors Leonard Berry and Kent Seltman: - Demonstrate how a great service brand evolves from the core values that nourish

Service business guru Berry explains how "Putting the needs of the patient first" is more than just the Mayo Clinic's motto, but an operating principle that guides every management decision. More importantly, he shows how to apply that principle to other