 W.O.W. 2000
How to Turn Employees Into Owners
How to Create a Profitable Concept
How to Find the WOW Niche
How to Change
Trade paperback, 206 pages, 6"x9"
Copyright 1997
Published by Savannah Corp. & Barry M. Cohen
16.95
About the Author:
Barry Cohen is a master of cutting edge marketing strategies and management techniques. He has more
than 30 years experience in the restaurant industry and has managed multi-unit restaurant chains in several
states. He joined the Old San Francisco Steak House Corp. as General Manager for the San Antonio restaurant
in 1989, taking the helm as CEO of the entire company just four years later.
What others are saying about this book:
"This is an extremely helpful and fun-to-read book; an invaluable resource for successfuly
leading profitable change in the modern hospitality industry."
-- Stephen Stingle, CEO, AmeriClean Systems,
Inc.
"This is a good book with plenty of examples, stories and people."
-- Fred Deluca, Founder, Subway Sandwiches &
Salads
"In today's competitive environment, service, attitude and product quality remain the milestones
of success. In W.O.W. 2000, Barry Cohen gives the reader the path to leadership and vision. He presents the
industry in a clear, exciting manner with is applicable both to managers and entrepreneurs."
-- Norman Brinker, Chairman, Brinker
International
"W.O.W. 2000 will make you think about lessons you learned long ago but stopped
believing."
-- Phil Ratner, Chairman, Spaghetti Warehouse
W.O.W. 2000
Change is no longer incremental, it is revolutionary. Where fundamentals used to shift over a period
of years or decades, they can now undergo quantum leaps in a period of months ... and often do. You just have
to look toward the Starbuck's phenomenon or the Internet to see how quickly everything you know can become
obsolete.
W.O.W. 2000 will teach you the new fundamentals of our high-speed culture. It will show you how to meet the
challenges of the future and transform revolutionary change into profitable opportunity.
In a life devoted to creating high-performing hospitality organizations, Barry discovered that success in every
service organization hinges on the effective application of three principles: W.O.W., High Touch, and Consistent
Effort. This book will explain what they are, why they are ... and how you can profitably apply that understanding
to your operation.
CONTENTS
PART I: W.O.W. 2000 Principles
What is W.O.W.?
What is High Touch?
What is Consistent Effort?
PART II: The New Management Challenge: Turn Employees Into Owners
Understanding the Management Metamorphosis
Understand Your Employees' Priorities
Choose Partners
The Zork Interview
Fire Them Before You Hire Them
Grow the Right Carrots
Train the Concept, Not the Details
Allow Others to Initiate Change
Create Psychological Ownership
Management Summary & Quick Check-Up
PART III: Toward 2000: A Whole New World
New Roads
Understanding the Population Metamorphosis
The New Labor Pool
Demographic Snapshot
America Has Become Bilingual
Values Have Shifted
Understanding the Lifestyle Metamorphosis
Faith Popcorn Was Right
Faith Popcorn Was Wrong
PART IV: The New Financial Challenge: Create a Profitable Concept
The Power of the Compound Return
Go For the Obvious
High Pay-Off Activities
Hire People Who Can Do What You Can't
Don't Build a House of Cards
W.O.W. Price Points
Establish W.O.W. Relationships
- Vendors
- Customers
- Competitors: Stop Benchmarking
- Employees
Know Tomorrow's Sales
Don't Be a Spreadsheet Warrior
Profitability Summary & Quick Check-Up
PART V: WOW Pioneers
Starbuck's Coffee
Lettuce Entertain You Enterprises
Uncle Julio's Corporation
Caribou Coffee
La Madeleine
PART VI: The New Marketing Challenge: Find the W.O.W. Niche
Customers 2000: The "More for Less" Generation
Advertising No Longer Works
Marketing 2000 is Knowledge
Create a "High-Touch" Message
Find the W.O.W. Niche
Be the Best When You Get There
Marketing Summary & Quick Check-Up
PART VII: What They Don't Teach You at Hamburger University: Street Smarts
Ignore Your 15 Minutes of Fame
Avoid Unnecessary Roadblocks
Don't Achieve Too Much Success
Avoid Being Prematurely Right
Don't Let Perception = Reality
Don't Say What You Can Do
Don't Be Too Afraid of the Dark
So What? Next!
PART VIII: The New Vision: Forget What You Think You Know
How Conventional Wisdom Misleads You
Forget What You Think You Know
What You Think Doesn't Matter
What You Don't Know Kills You
"Me-Too" = Too Late
"Nobody Else Does It = Opportunity
Why Repositioning Never Works
PART IX: The Modern Toolbox: High-Tech and High-Touch
High Technology Determines Your Speak
The High Touch Database
The World Wide Web: Interactivity
PART X: The New Leadership Challenge: Change
Redefine Leadership
Create a Mission of Values, Not Destinations
Listen to Change
Have Fun
Have Faith
Understand Your Fears
Know When to Step Aside
Change Before You're Forced To
Are You Ready for Change? A Test
Metamorphosis
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