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Undercover Boss: Inside the TV Phenomenon that is Changing Bosses and Employees Everywhere by Mark Levine, Eli Holzman, Stephen Lambert

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Chapter 5. TIME TO GET PERSONAL

"The people whose lives revolve around the thoroughbreds can be very set in their ways. The people whose focus is on the customer are constantly trying to introduce a better experience. Sometimes those two worlds clash."

TIME TO GET PERSONAL

How We Found the Boss

In the world of professional horse racing, one brand stands above all the rest. As the home of the Kentucky Derby, Churchill Downs is seen by fans and residents as a cultural institution rather than just a company. It so happens that the executive in charge of Churchill Downs also stands above all the rest; at six-foot-six, Bill Carstanjen is an imposing and highly recognizable ...

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