The Milkshake Moment (Recommended Reading)

I just finished reading "The Milkshake Moment" by Steven S. Little (John Wiley & Sons, 2008). I recommend business people read this whether you are the leader or the employee. The subtitle is "overcoming stupid systems, pointless policies, and muddled management to realize real growth." The book does a good job talking about milkshake moments -- the times when employees are allowed to do the right thing (or not) to improve customer service. Think ordering a milkshake from room service at a hotel even if that precise item is not on the menu. They have milk, ice cream, a spoon, a cup and a mixer, but the person on duty can't figure out how to give you a milk shake because the 'manual' says they don't have one. It's a simple read and even though not mind-blowing information, does a good job of giving the reader a real dose of what is and what could be when it comes to customer service and growth. People who know me personally know milk shake moments are what I live for. I'll keep this book on the shelf and refer to it regularly.