Synopses & Reviews
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.
Synopsis
The Milkshake Momentshows readers how today’s finest organizations achieve sustainable growth. It builds upon Little’s most popular signature story from his keynote address which explains how well-intentioned “systems” meant to increase customer satisfaction actually foster the unintended consequence of increasing customer frustration. The Milkshake Momentis that instant in time when the 21stcentury “organizational person” realizes they are allowed to do the right thing even though that may contradict the “systems” already in place.Through this one potent illustration, Little lays groundwork for the irrefutable proposition that “stupid systems, pointless policies, and muddle management,” are the greatest barriers to any organization’s future success. The book will then go on to point to specific engaging examples of how 21stcentury organizations that achieve sustainable growth manage to rise above these all-to-common, self-imposed barriers.
Synopsis
How great organizations get out of their own way in order to reach a higher level.
Good intentions often lead to bad management practices, particularly when organizations create bureaucratic systems that only manage to infuriate those they purport to serve. The Milkshake Moment reveals how today's true leaders achieve sustainable growth for their organizations by tearing down their own self-imposed barriers.
Little's Milkshake Moment is that instant when the 21st century organization person realizes that it's their job to get it right even when the system appears rigged to get it wrong. Beginning with one potent example of lost opportunity, Little deftly reveals the way stupid systems, pointless policies, and muddled management stifle an organization's ability to not only survive, but thrive. The Milkshake Moment then delivers real-world thinking and actionable information for any organization interested in achieving long-term success. For small business owners, big business managers, and any would-be growth leaders trying to make a difference, this is an indispensable, enlightening guide to sustainable, profitable growth.
Steven S. Little (Wilmington, NC) is a speaker, consultant, and writer on the subject of business growth and the future of opportunity. The former president of three fast-growth companies, he now speaks to thousands of owners and managers each year.
Synopsis
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
Synopsis
Growth is the central focus of every business, yet many businesses continually find ways to shoot themselves in the foot. In Milkshake Moment, Steven Little shows you how to identify and overcome the stifling behaviors built into your organization and get you back on track to substantive change and real growth. Read Milkshake Moment and find out how to ditch the pointless policies and stupid rules so you can give your customers what they really want; they'll reward you for it.
About the Author
Steven S. Little is a much sought-after expert on the subject of growth and the future of opportunity. A former president of three fast-growth companies, he now advises thousands of leaders of growing organizations and communities each year. To learn more about Steven and growth, please visit his Web site at www.stevenslittle.com.
Table of Contents
Section 1. The Milkshake Moment.Chapter 1. It Was a Dark and Stormy Night.
Chapter 2. Half Empty or Half Full?
Chapter 3. This is NOT a Customer Service Book.
Section 2. Foster Grow vs. Status Quo.
Chapter 4. A Brief History of Organizations and Man(agement).
Chapter 5. Stop and Consider the Nature of the Modern Organization.
Chapter 6. Toddlers and Trust.
Chapter 7. Some Shocking Behavior.
Chapter 8. Lessons from the Cubicle Farm.
Chapter 9. The Managed.
Chapter 10. The Led.
Section 3. Place Purpose Before Profit.
Chapter 11. It’s Never About Money.
Chapter 12. The Wizard of Westwood.
Chapter 13. Profit Pushers.
Chapter 14. NoClu Motors, Inc.
Chapter 15. Purpose in the Plan.
Chapter 16. Getting it Right.
Section 4. INSOURCE Crucial Judgment.
Chapter 17. Edicts Made on High.
Chapter 18. Peeves from Below.
Chapter 19. Proactive Policies.
Chapter 20. How ‘bout Them Pomegranates?
Chapter 21. Come Harter or High Water.
Section 5. Address the “People Problem” Problem.
Chapter 22. The Ballad of the Black Box.
Chapter 23. Eric's Excalibur.
Chapter 24. Why People Work.
Section 6. Care For Customers.
Chapter 25. Home Team Drops the Ball.
Chapter 26. The Big Secret to Great Customer Service.
Chapter 27. Even Geniuses Struggle To Serve.
Chapter 28. It Takes a Hero.
Chapter 29. The Future Is Already Here. . .Some Folks Just Aren't Getting The Memos.