The Milkshake Moment

Section 1. The Milkshake Moment.
1. It Was a Dark and Stormy Night.
2. Half Empty or Half Full?
3. This is NOT a Customer Service Book.

Section 2. Foster Grow vs. Status Quo.
4. A Brief History of Organizations and Man(agement).
5. Stop and Consider the Nature of the Modern Organization.
6. Toddlers and Trust.
7. Some Shocking Behavior.
8. Lessons from the Cubicle Farm.
9. The Managed.
10. The Led.

Section 3. Place Purpose Before Profit.
11. It's Never About Money.
12. The Wizard of Westwood.
13. Profit Pushers.
14. NoClu Motors, Inc.
15. Purpose in the Plan.
16. Getting it Right.

Section 4. INSOURCE Crucial Judgment.
17. Edicts Made on High.
18. Peeves from Below.
19. Proactive Policies.
20. How 'bout Them Pomegranates?
21. Come Harter or High Water.

Section 5. Address the “People Problem” Problem.
22. The Ballad of the Black Box.
23. Eric's Excalibur.
24. Why People Work.

Section 6. Care For Customers.
25. Home Team Drops the Ball.
26. The Big Secret to Great Customer Service.
27. Even Geniuses Struggle To Serve.
28. It Takes a Hero.
29. The Future Is Already Here. . .Some Folks Just Aren't Getting The Memos.