Brett Snyder

Brett Snyder is President and Chief Airline Dork of Cranky Concierge air travel assistance. Snyder previously worked for several airlines, including America West and United, before leaving to create a travel search site for Snyder did his undergrad at George Washington and earned his MBA from Stanford.

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    In the Trenches: When to Stand Firm With a Customer

    by on April 22, 2015

    The old saying, “the customer is always right,” is one that I’ve always had trouble agreeing with 100 percent of the time. Frankly, there are times when the customer is wrong, even in a high-touch customer service business like ours at Cranky Concierge. The ha…

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    In the Trenches: Managing Volume With Cross Training

    by on April 15, 2015

    I wrote last week about how we were testing a new business practice here at Cranky Concierge. While this might be good in a lot of ways, one thing that has really been of interest to me is the flexibility it would provide in terms of handling peak and slack pe…

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    In the Trenches: Testing a New Business Practice

    by on April 8, 2015

    Since Cranky Concierge started more than five years ago, the process for flight monitoring has been pretty much the same. Someone signs up and we assign a concierge to monitor that flight. It has worked well, but as we grow, we’ve been reviewing whether it mig…

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    In the Trenches: Planning a Company Retreat

    by on April 1, 2015

    Every June, I’ve gathered together the employees at Cranky Concierge for a get-together that has informally been dubbed Crankyfest. We plan to do it once again this year, but as we grow, these things get more complex. There’s a lot to consider in putting toget…

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    In the Trenches: When Nobody Will Insure Your Employees

    by on March 25, 2015

    Back in December I wrote about my struggles getting health insurance for my employees since they were scattered in several different states. At the time, I was frustrated at the lack of simple and affordable options, but now I’m completely livid that there app…

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    In the Trenches: Giving In to Peer Pricing Pressure

    by on March 18, 2015

    Ever since we started, Cranky Concierge has set pricing differently than traditional travel agents. I always thought our way of doing things made more sense, but five years down the line, I’m starting to change my tune. I’m now thinking about making our first …

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    In the Trenches: Triage During a Difficult Situation

    by on March 11, 2015

    Last week I wrote about my challenges with letting an employee go from Cranky Concierge. Little did I know things were about to get far more difficult. Just one week later, another person left on his own — without warning — and that meant we had to create ne…

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    In the Trenches: Letting Someone Go

    by on March 4, 2015

    I haven’t had to do this often in my life, but last week I found myself letting someone go from Cranky Concierge. The whole experience is just awful, and it’s incredible how much work is involved. I would recommend an attorney for anyone who needs to go throug…

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