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The Milkshake Moment: Overcoming Stupid Systems, Pointless Policies and Muddled Management to Realize Real Growth Hardcover – April 18, 2008
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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 organizationinstead 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
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Top Customer Reviews
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 ›
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 ›
Most Recent Customer Reviews
Very entertaining. Identifies the obvious problems of service. Doesn't spend much time on how to train people to make milkshake moments.Published on March 9, 2014 by KH
This was a purchase for my children as I like them to keep reading and learning to further their education. They enjoyed it.Published on September 5, 2013 by Allison Nelson
I enjoyed reading this. Very good information and real life examples throughout. I like that it was a short quick read.Published on January 25, 2013 by Kristine Mittan
I skimmed to page 100 before ripping the book apart to make sure I didn't give it to the local library. I gave up on page 35. Read morePublished on October 8, 2011 by ndib
A quick, easy read but lots of good "extra toppings." Could have inserted the name of the company I work for in too many of Steven S. Read morePublished on November 30, 2010 by Lofflyball
This book is pretty much what one of the other reviews suggested that it was good stories but not much in terms of giving an action plan.Published on April 4, 2009 by T. Danner
This book had some interesting points, but most of them I had heard before. The main idea I liked was that managers need to be able to lead. Most managers don't.Published on December 6, 2008 by Jane Herring
I can't tell you if Mr. Little has the answers to growth or not. After three chapters I just didn't want to spend any more time with him. Read morePublished on October 17, 2008 by E. A. Montgomery
This is a short book about a hugely important subject: how company policies, procedures and cultures render frontline workers incapable of doing the right thing. Read morePublished on August 11, 2008 by Wally Bock