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.
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.
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
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.
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