8 The new era of service excellence
I was enjoying a glass of wine with Jerry Wilson of Wilson Creek Winery. He turned to me and said, ‘Do you know how to have a million dollars in the wine business, Charlie?’ I shook my head. ‘Start with two million!’ he chuckled.
Jerry and his wife, Rosie, had purchased the property that would eventually become Wilson Creek Winery a few years earlier and things were beginning to look up. They had purchased the vineyard as a ‘retirement project’ in the hope that it would bring their family together. And it had. Almost all of their children and their families were now involved in the running of the winery.
But while some things had worked out as planned, there were others that were very surprising. To begin ...
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