Leonard L. Berry Quotes

• 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.

  Leonard L. Berry

  Organization, Mind, Management

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• Value equals benefits received for burdens endured.

  Leonard L. Berry

  Benefits, Burden, Values

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

  Leonard L. Berry

  Done, Research, Firsts

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• Excellence nourishes the soul.

  Leonard L. Berry

  Soul, Excellence

  Leonard L. Berry (1995). “On Great Service: A Framework for Action”, p.11, Simon and Schuster

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