The Milkshake Moment: Overcoming Stupid Systems, Pointless Policies and Muddled Management to Realize Real Growth

by Steven S. Little

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.

Genres: Nonfiction, Business, Management

208 pages, Hardcover

First published April 18, 2008

About the author

Steven S. Little is a renowned speaker, writer, and consultant on the subject of small business growth. He is the former president of three fast-growth companies and has been a senior consultant for Inc. magazine since 1998. During his speaking and consulting career, he has worked with some of the country's most admired organizations, including UPS, Sprint, Bank of America, Compaq, Microsoft, and the Small Business Administration.

Reviews

[Sharon · Rating 5 out of 5]

I learned about this book during a job-related conference I attended, and I ordered it that same day.

The title was inspired by the author's work travels. He enjoys vanilla milkshakes and always orders one from room service the first night. Most of the time, he gets one. But sometimes he's told that they don't have them ... even if the hotel has milk, ice cream, and a blender (he asks). But the systems don't allow for them to put those things together to make a milkshake. (I have had this argument at places that make burritos but not enchiladas; they will not put the sauce on the outside of the thing for reasons I cannot explain.)

Anyway, the point here is that if people in your organization feel empowered to overcome the kind of stupid systems the title refers to, e.g., taking the milk and ice cream from the kitchen to the bar where the blender is and making a milkshake, it helps everyone. It improves morale for the employees, and makes your customers (or whatever word you use in place of it, like patients) happier.

Highly recommended.

[Kalli · Rating 3 out of 5]

A little simplistic, but a quick, easy read. It’s written in a conversational style so it’s relatable too. There are nuggets of good info but nothing earth shattering. A good book for those beginning to study leadership and growth strategy, but not worthwhile for more advanced practitioners.

[Jane · Rating 3 out of 5]

Decent, common-sense customer service book. Some of the most memorable quotes:

"A growth leader should be able to articulate a clear and concise statement of the organizations true aspirations. It must be understood by all those who share an interest, from employees, to customers and from vendors to shareholders." (P. 70)

"Insourcing crucial judgement does not mean entertaining everyone's pet peeve." (P. 114)

"For a policy system to truly work, it must be consistently reviewed and reinforced, be represenative, and be regularly communicated." (P. 129)

"The customer isn't always right, but the customer is always human." (P. 163)

[Brian · Rating 4 out of 5]

The premise of this book is very simple, but important. You are an organization with a customer who wants a milkshake. You have milk, ice cream, and a blender. Simple solution right? However, you also have policies, procedures, and systems preventing these items from coming together to satisfy the needs of the customer. Very interesting quick read. Very helpful in thinking about how to reexamine some of the roadblocks built into our daily work that prevent us from delivering what is required to satisfy our customers.

[Emily · Rating 2 out of 5]

The first 2 chapters lay out an intriguing question: how can we overcome problems in our organizations that we don't even see because we have become accustomed to them and don't realize that they are problems? But the book does not really do much to answer that question. There are plenty of illustrations from business and history, but the application is hard to put your finger on.

I was also put off by the subtitle - unnecessarily negative - and the tone of much of the book, which was unhelpfully "snarky."

[Anne · Rating 3 out of 5]

My entrepeneur brother encouraged me to read this book. Steven Little takes some very basic customer service tools and turns them around by using helpful vignettes to encourage better business dealings for his readers. I was certainly inspired to adjust my own expectations of customer service, and learned that there is a great deal you can do to achieve success by understanding the mind set of the person with whom you are dealing. Works with small children as well.

[Sean Goh · Rating 3 out of 5]

An ok book, which shows how smart people are often hamstrung by stupid systems.

For effectiveness, there must be a clear purpose communicated, and people must have the autonomy to decide how they go about achieving that purpose.

We need outsiders who don't know the rules enough to know they are breaking them.

The customer isn't always right, but they're always human.

Be more concerned with your character than your reputation.

[Wes · Rating 4 out of 5]

The message presents an easy read and a solid basis to challenge the status quo. Pg 2 of the book asks a simple question that sets the stage for the entire message. (Won't share what it is. Read it for yourself.) Leaders are paid to get results through creativity, not following all the rules. Managers follow the rules. Great advice, well written, easy read.

[Michael Costigan · Rating 5 out of 5]

Little's book is a quick, fun read. Although Little disclaims this being a book about managing services, as an IT Service Manager, I found his book chock full of timeless lessons for anyone who manages services.

[Carmen · Rating 5 out of 5]

This was an easy read, and gave me things to think of with my position at work. A couple of things I was going to do, no longer seem appropriate. Love it.

[Prabhu R. · Rating 5 out of 5]

Really good book about Management policies. A must have for all those organisations that wants to create a good work environment. And a good page-turner with interesting facts

[Peyton · Rating 4 out of 5]

Little's philosophy is concise, clear, and common sense. I can't wait to make milkshakes for my customers.

[Hillary · Rating 5 out of 5]

Short for a book, but that makes it a quick read. Good examples that are right on point and told with a minimum of fuss.

[Nick Woodall · Rating 3 out of 5]

Good concepts. Could have gone deeper. I wanted more of this book, but there was not enough to go around.

[Steven]

Read it in one sitting...more than worth the time investment! Besides, the author is a really nice guy!