Pop Culture Business Review

Sunday’s installment of Undercover Boss featured the President of Kendall-Jackson Winery, Rick Tigner. In the episode, Mr. Tigner worked in the vineyards, bottling line, tasting room, and delivery service. At the end, he threw money at three of employees (of course–that’s the model for the show) even though in my opinion only one had a compelling story. The episode is largely forgettable, except for one incident which I analyze here.

The only meaningful incident occurred when Mr. Tigner was accompanying a truck driver during deliveries. It was obvious from the first minutes of the ride along that the foul-mouthed driver, Rene, had some pretty serious issues. He had a very negative attitude about his coworkers, lacked professionalism, spoke of having a physical fight with a customer, and generally viewed customer service in his own terms. Rene’s thoughts on customer service are fairly common in the workplace as I previously discussed in my Top Chef entry.

Alarmed by Rene’s…

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