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Leonard L. Berry, Ph.D.

Mays Business School

Texas A&M University

Management Lessons From Mayo Clinic:

Delivering World-Class Service

Kent D. Seltman, Ph.D.

Mayo Clinic

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Todays Presenters

Leonard L. Berry, Ph.D.Distinguished Professor of Marketing

Mays Business School at Texas A&M University

Kent D. Seltman, Ph.D.Senior Marketing Consultant

Mayo Clinic

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Lesson 1

Act like a small organizationeven when large

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Mayo Clinic is a department store

but not a mall.

Mayo Clinic

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Lesson 2

The Real Values of the organization are thevalues employees live.

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The best interests of the patientare the only interests

to be considered.

~William J. Mayo, MD

William J. Mayo

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Mayo Clinics primary valueis a gift to all employees

permission to be what broughtthem into healthcare

persons who help others.

Care

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Lesson 3

Exceed expectations throughpleasant surprise and thepower of respectfulness

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Exceeding customer expectationsrequires the element of pleasant surprise.

The interaction between service provider and customeroffers the best opportunity for pleasant surprise.

Exceeding Customer Expectations

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Presence

Voice

Time

Privacy

Self-esteem

Expectation for fair, nondiscriminatory treatment

Respectful service includesrespecting customers:

Respectful Service

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The power of word-of-mouth

Word of Mouth

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Lesson 4

Great service depends on volunteerism

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Volunteerism is discretionary effort service that is not required of the

employee to remain in good standing.

Volunteerism

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Lesson 5

Great Service OrganizationsMajor in Minors

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Customers always have an experience when theyinteract with a service organization.

An experience is inherent; a good experience is not.

Experience

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A composite of clues creates

the experience and tells

the story of the service.

Clues

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By paying attention to the detailsof the patients experience,

by doing the little things well,by majoring in minors,

Mayo Clinic strengthens the story it tells.

Details

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Five Lessons for Delivering World-Class Service

1. Act Like a small organizationeven when large

2. The Real Values of theorganization are the valuesemployees live

3. Exceed expectations throughpleasant surprise and the powerof respectfulness

4. Great service depends onvolunteerism

5. Great service organizations

major in minors

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Webcast Follow-ups: $200 discount

AMA Seminars related to todays presentation:

The Voice of Leadership: How Leaders Inspire,

Influence, and Achieve Results (#2130)

Igniting Commitment (#2276)

Leadership and Team Development for Managerial

Success (#2239) Leading with Emotional Intelligence (#2133)

Use Promo Code: LA7A for $200 Discount

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www.amanet.org or

1-800-262-9699

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Upcoming Webcasts

Nov 5: Fired Up Leadership: How to Make Your TeamThrive

Nov 20: Corporate Culture: Examining the Impact onPerformance

Dec 3: Maximizing Your Influence: The Secret Laws of

Persuasion Dec 10: The Levity Effect: Boosting Employee

Engagement and Productivity

For details and free registration, visit

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You can access todays webcast within three business days on

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Thank You for Joining Us!

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Q&A Time

How does the Mayo Clinic market, recruit and

retain its physicians throughout their locations in

such a competitive market?

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Q&A Time

How does the Mayo leadership address members of

the team that are resistant to change which is

inevitable to happen in any organization?

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Q&A Time

Concerning boundarylessness, how does the Mayo

organization support i ts employees in making the TIME to

be able to help others when we are all having to do some

much more with less?

Q&A Ti

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Q&A Time

Specifically how has the Mayo Clinic been able to reinforce this culture with

new managers and people joining Mayo?

Q&A Ti

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Q&A Time

The organizational practice of 'rotating leadership' at Mayo is unique

to what is perceived as standard practice in most companies. How

does Mayo maintain continuity in the leadership message if the leaders

are changing frequently?