The Power of Moments Summary

Here it is, my long awaited The Power of Moments summary. While this book came out in October of 2017, it has really built momentum over the last six months. I say that because I’ve had an increasing number of people tell me I would absolutely love this book.

And they were right. Chip and Dan Heath have spoken to the heart of what I believe life is about — creating as many memorable moments as you can. Not just letting them happen, but being intentional about it.

I only post reviews of books that I love, and this book easily falls in that category. If you’ve read any of my other “book reviews“, you know that I prefer to let the book speak for itself. That way you get a real flavor of the content instead of my fluffy and totally biased view. Check out the quotes and make up your own mind if you think it’s worth reading. That said, I think you’ll totally want to read it.

My Favorite Top 10 Quotes From The Power of Moments by Chip and Dan Heath:

the power of moments book“To elevate a moment, do three things: First, boost sensory appeal. Second, raise the stakes. Third, break the script.”

“Just by disrupting routines, we can create more peaks.”

“Sometimes, in life, we can’t get our bearings until we trip over the truth.”

“Action leads to insight more often than insight leads to action.”

“If you’re always in a life vest, you don’t know if you can swim. Sometimes you have to take the life vest off — with someone still standing by to offer support and rescue — and say, ‘Let’s see what happens.'”

“The promise of stretching is not success, it’s learning. It’s self-insight.”

“Think of it: Your moment of courage might be a defining moment for someone else.”

“We dramatically underinvest in recognition.”

“In many organizations, our daily obligations — the emails, the meetings, the to-do lists — can numb us to the meaning of our work.”

“The ‘occasionally remarkable’ moments shouldn’t be left to chance! They should be planned for, invested in. They are peaks that should be built. And if we fail to do that, look at what we’re left with: mostly forgettable.”

(because there is so much good stuff in this book!)

“To construct elevated moments, we must boost sensory pleasures…and, if appropriate, add an element of surprise.”

“When people assess ­an experience, they tend to forget or ignore its length — a phenomenon called ‘duration neglect.’ Instead, they seem to rate the experience based on two key moments: (1) the best or worst moment, known as the ‘peak’; and (2) the ending.”

“Defining moments are social: weddings, graduations, baptisms, vacations, work triumphs, bar and bat mitzvahs, speeches, sporting events. These moments are strengthened because we share them with others.”

“In service businesses, there are a huge number of potholes to fix, and that’s why executives can get trapped in an endless cycle of complaint management. They’re always playing defense and never offense.”

“The lack of attention paid to an employee’s first day is mind-boggling. What a wasted opportunity to make a team member feel included and appreciated.”

“Transitions should be marked, milestones commemorated, and pits filled. That’s the essence of thinking in moments.”

“Nobody would go out for the basketball team if you never had a game.”

“‘Studies have consistently shown that reliability, dependability, and competence meet customer expectations,’ said service expert Leonard Berry, a professor at Texas A&M University. ‘To exceed customer expectations and create a memorable experience, you need the behavioral and interpersonal parts of the service. You need the element of pleasant surprise.'”

“Not every meeting needs to be a “defining moment.” But once every 5 to 10 meetings, find a way to break the script.”

“To stretch is to place ourselves in situations that expose us to the risk of failure.”

“Great experiences are mostly forgettable and occasionally remarkable.”

“You can’t manufacture “moments of courage,” but…you can practice courage so that, when the moment demands it, you’ll be ready.”

“One study found that 85% of workers felt ‘unable to raise an issue or concern to their bosses even though they felt the issue was important.'”

“In short, courage is contagious. From historic protests to everyday acts, from the civil rights movement to an employee asking a tough question, this is the lesson we’ve learned: it is hard to be courageous, but it’s easier when you’ve practiced, and when you stand up, others will join you.”

“Effective recognition is personal, not programmatic.”

“To create moments of pride for ourselves, we should multiply meaningful milestones — reframing a long journey so that it features many ‘finish lines.'”

“Remote contact is perfectly suitable for day-to-day communication and collaboration. But a big moment needs to be shared in person.”

“If a group of people develops a bond quickly, chances are its members have been struggling together.”

“It’s worth observing that people will choose to struggle — not avoid or resist it — if the right conditions are present. The conditions are: The work means something to them; they have some autonomy in carrying it out; and it’s their choice to participate or not.”

“If you want to be part of a group that bonds like cement, take on a really demanding task that’s deeply meaningful. All of you will remember it for the rest of your lives.”

“Passion is individualistic. It can energize us but also isolate us, because my passion isn’t yours. By contrast, purpose is something people can share. It can knit groups together.”

“The reason people hate meetings is that emotion is deliberately squeezed out. Participants sit and listen to programmed presentations. But this is a choice, not an inevitability. You can just as easily conduct a meeting that has drama, meaning, and connection. You cannot bring two teams together by simply talking about unity. They must experience unity. That’s what makes it a defining moment.”

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