The Milkshake Moment and over one million other books are available for Amazon Kindle. Learn more
Qty:1
  • List Price: $19.95
  • Save: $4.15 (21%)
FREE Shipping on orders over $35.
Only 15 left in stock (more on the way).
Ships from and sold by Amazon.com.
Gift-wrap available.
The Milkshake Moment: Ove... has been added to your Cart
Used: Very Good | Details
Sold by BCM Media
Condition: Used: Very Good
Comment: Very good copy with moderate cover and page wear from being handled and read. Accessories or dust jacket may be missing. Could be an ex-library copy that will have all the stickers and or marking of the library. Some textual or margin notes possible, and or contain highlighting.
Have one to sell? Sell on Amazon
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See this image

The Milkshake Moment: Overcoming Stupid Systems, Pointless Policies and Muddled Management to Realize Real Growth Hardcover – April 18, 2008


See all 3 formats and editions Hide other formats and editions
Amazon Price New from Used from
Kindle
"Please retry"
Hardcover
"Please retry"
$15.80
$2.80 $0.01

Best Books of the Year
See the Best Books of 2014
Looking for something great to read? Browse our editors' picks for 2014's Best Books of the Year in fiction, nonfiction, mysteries, children's books, and much more.
$15.80 FREE Shipping on orders over $35. Only 15 left in stock (more on the way). Ships from and sold by Amazon.com. Gift-wrap available.

Frequently Bought Together

The Milkshake Moment: Overcoming Stupid Systems, Pointless Policies and Muddled Management to Realize Real Growth + The 7 Irrefutable Rules of Small Business Growth
Price for both: $31.68

Buy the selected items together

Editorial Reviews

From the Inside Flap

Growth. It's the central focus of every organization, the underlying goal of virtually every business project, product launch, non-profit initiative, or community campaign. To grow, an organization must encourage creativity, flexibility, and the overall capacity for individuals to recognize and respond to opportunity at every level. So why, then, do so many organizations, both big and small, continually find ways to shoot themselves in the foot?

In The Milkshake Moment, growth guru Steven S. Little shows you how to identify and overcome the stifling behaviors built into your organization and lead the way toward substantive change and real growth.

Building on the frustrating true story of his inability to order a simple milkshake, Little explains how well-intended systems meant to increase satisfaction can often produce the opposite effect for both customers and employees. The "Milkshake Moment" is that precise instant in which an organization's individuals realize that they are allowed to do the right thing— to serve the interests of others in order to grow the organization—instead of following arcane internal procedures that actually hinder growth. Little clearly demonstrates that only when we remove our own self-imposed barriers can we begin to seize growth opportunities in any organizational setting.

The Milkshake Moment helps you develop both the actions and the attributes of a true growth leader as you learn how to:

  • Foster "grow" versus the status quo

  • Understand the difference between "the managed" and "the led"

  • Break the cycles of conformity

  • "Develop" policies that promote growth

  • Hone your judgment

  • Uncover the BIG secret to service

  • Resolve the "people problem" problem

  • See your future opportunities more clearly

Packed with fascinating examples of behaviors that drive an organization's growth and those that throw it into reverse, The Milkshake Moment mixes up a refreshing blend of engaging reading and actionable advice on how you can help your organization reach another level.

From the Back Cover

Praise for The Milkshake Moment

"Little gives leaders a crucial reminder not to be their own worst enemies in their quest for growth. You'll never forget the hilarious milkshake story that gives the book its name. This book will help your organization get out of its own way."

DAN HEATH, coauthor of Made to Stick: Why Some Ideas Survive and Others Die

"Little's milkshake story is straightforward, compelling, and irresistible. It teaches leaders a hundred vital lessons on growth.

Sip it slowly and enjoy."

ROD BECKSTROM, coauthor of The Starfish and the Spider:The Unstoppable Power of Leaderless Organizations

"Little is a gifted storyteller, and his stories always lead to practical ways for organizations to reach another level. The Milkshake Moment is not only a great read, it is truly a call-to-arms for all of us looking for growth in the twenty-first century. Read it today so you can mix it up tomorrow."

JON GORDON, author of The Energy Bus: Ten Rules to Fuel Your Life, Work,

and Team with Positive Energy and The No Complaining Rule: Positive Ways

to Deal with Negativity at Work

If you buy a new print edition of this book (or purchased one in the past), you can buy the Kindle edition for only $1.99 (Save 83%). Print edition purchase must be sold by Amazon. Learn more.


Best Books of the Month
Best Books of the Month
Want to know our Editors' picks for the best books of the month? Browse Best Books of the Month, featuring our favorite new books in more than a dozen categories.

Product Details

  • Hardcover: 208 pages
  • Publisher: Wiley; 1 edition (April 18, 2008)
  • Language: English
  • ISBN-10: 0470257466
  • ISBN-13: 978-0470257463
  • Product Dimensions: 5.8 x 0.8 x 8.8 inches
  • Shipping Weight: 12 ounces (View shipping rates and policies)
  • Average Customer Review: 3.3 out of 5 stars  See all reviews (18 customer reviews)
  • Amazon Best Sellers Rank: #305,385 in Books (See Top 100 in Books)

More About the Author

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

Very good information and real life examples throughout.
Kristine Mittan
Doesn't spend much time on how to train people to make milkshake moments.
KEVIN HERRING DDS
Makes me look forward to serving my customers every day.
Mike Whelan

Most Helpful Customer Reviews

Format: Hardcover
I liked this book. It had the feel of a printed copy of a well-written and well-organized blog. The points made will usually make sense, but sometimes you will have to stretch your mind to get them. Arguably the six sections the book is split into are really chapters. And the chapters are really just point headings in those six sections. The sections and chapters in this book are titled as follows:

I. The milkshake moment
II. Foster "grow" versus status quo
III. Put purpose before profit
IV. Insource crucial judgment
V. Address the "people problem" problem
VI. Care for customers

1. It was a dark and stormy night
2. Half empty or half full?
3. This is not a customer service book
4. A brief history of organizations and man(agement)
5. Toddlers and trust
6. Some shocking behavior
7. Lessons from the cubicle farm
8. The managed
9. The led
10. It's never about money
11. The wizard of westwood
12. Profit pushers
13. NoClu Motors, Inc.
14. Purpose in the plan
15. You gotta serve somebody
16. Edicts made on high
17. Peeves from below
18. Participatory policy making
19. How `bout them promegranites?
20. Come harter or high water
21. The people problem polka
22. Eric's excalibur
23. Why people work
24. Home team drops the ball
25. The big secret to great customer service
26. Even geniuses struggle to serve
27. It takes a hero
28. The future is already here ... some folks just aren't getting the memos

The author says at page 14 of the book "A milkshake moment is a brave individual action, be it big or small, that furthers the cause of growth.
Read more ›
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
2 of 2 people found the following review helpful By Robert Morris HALL OF FAMETOP 500 REVIEWERVINE VOICE on July 29, 2009
Format: Hardcover
Steven Little explains that "a Milkshake Moment is a brave action, be it big or small, that furthers the cause of growth in an organization. Milkshake Moments materialize when individuals understand the organization's true purpose, honestly believe it is their job to fulfill it, and are given the tools and the freedom to make it happen." These remarks remind me of what William L. McKnight, then CEO of 3M, said in 1924: If you put fences around people, you get sheep. Give people the room they need." In stagnant organizations in which little (if any) room for initiative is provided, Little acknowledges that a would-be growth must possess "the guts to stand up and say, `This idea is contrary to everything we say we believe.'" That's a Milkshake Moment.

My take on this book is that Little has written it for two separate but related audiences: One consists of would-be growth leaders whom he encourages to take whatever initiatives they sincerely believe are required by what their organization's stated values; the other consists of their senior managers who must create and then sustain a culture within the workplace that encourages, recognizes, and rewards Milkshake Moments. These senior managers must also be growth leaders who "clearly communicate an organization's true purpose and grant individuals permission to do whatever can be done ethically to achieve it."

Long ago, Andrew Carnegie hired Napoleon Hill and directed him to interview the world's most prominent businessmen and learn the secret(s) of their success. Carnegie paid him and all of his expenses. He also wrote letters of introduction for Hill who then began a two-year assignment. After completing the last interview, Hill returned to the United States and met with Carnegie to report on what he had learned.
Read more ›
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
1 of 1 people found the following review helpful By Eric D. Brown VINE VOICE on July 6, 2008
Format: Hardcover
This is an interesting, well-written book worth picking up. It's easy to read with short chapters and contains some interesting, and at times funny, insights into the world of processes...especially bad processes (those that bind the hands of employees/organizations).

The book's entire premise is that while processes are necessary and provide value to an organization, you should make sure they allow `wiggle' room for individuals who use those processes. This wiggle room is necessary to allow people to be creative and innovative in how they solve problems. Most organization's don't stress that employees be creative and use processes at the same time...they'd prefer that an employee 'stick to the process'.

For example, the book uses the author's attempt at ordering a milkshake from room service at a fancy hotel. The hotel didn't have milkshakes on their menu and the room service personnel didn't quite know how to handle the request. The author asked if the hotel had milk, ice cream, a bowl and a spoon...the answer was yes. The author ordered these items and made his own milkshake.

The author uses this simple example to point out that the room service personnel were stuck in a process and just because they didn't sell milkshakes, they couldn't provide one and didn't have a `process' in place to get one to the author.

The book provides a good overview of what it means to be process bound, but also steps into the role of trying to teach the reader how to take simple actions to change these processes to follow a more common sense approach.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again

Most Recent Customer Reviews

Set up an Amazon Giveaway

Amazon Giveaway allows you to run promotional giveaways in order to create buzz, reward your audience, and attract new followers and customers. Learn more
The Milkshake Moment: Overcoming Stupid Systems, Pointless Policies and Muddled Management to Realize Real Growth
This item: The Milkshake Moment: Overcoming Stupid Systems, Pointless Policies and Muddled Management to Realize Real Growth
Price: $19.95 $15.80
Ships from and sold by Amazon.com

What Other Items Do Customers Buy After Viewing This Item?