Is Stuart stupid? This is the question Steven Little asks while staring at a tray containing a bowl of vanilla ice cream, a glass of milk, and a long spoon, following his attempt to order a vanilla milkshake through room service. Stuart, the room service order taker, had informed Mr. Little that the hotel did not offer milkshakes; leaving Mr. Little with a do it yourself special.

 In his new book, The Milk Shake Moment, Steven Little ponders why so many frontline employees are unable to make basic and logical decisions - like making a milkshake for a customer. With organizational growth as the central theme, Little explains how well intended systems meant to increase customer satisfaction often produce the opposite result and instead retard growth.

In this well written, fast paced book, Little explains why so many organizations, both big and small, continually find ways to shoot themselves in the foot. Through a series of engaging stories Little encourages organizations to get out of their own way by scrapping arcane processes and procedures that do little to serve the customer, frustrate employees, and hinder growth.

Through five simple steps he will show you how to “break the cycle of stupidity and mix more milkshakes.”

1)     Foster “Grow” vs Status Quo

2)     Put Purpose Before Profit

3)     Solve the “People Problem”

4)     Insource Crucial Judgment

5)     Care For Customers

So what is the "Milkshake Moment"? Well is certainly not a bowl of vanilla ice cream, a glass of milk, and a long spoon. Instead, 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 their customers and grow the organization. It is when individuals clearly understand the organization’s purpose, honestly believe it is their job to fulfill it, and are given the tools and freedom to make it happen.  Little clearly demonstrates that only when we remove our own self-imposed barriers can we begin to seize growth opportunities in any organizational setting.

978-0-470-25746-3