Here are the ways we have worked to keep expenses down without impacting the experience.
It's remarkable how much you can learn by doing someone else's job for a few days. I did just that at Cranky Concierge recently...
To say we've had a flat organizational structure at Cranky Concierge is an understatement. In six years every single person has reported to me directly.
Cranky Concierge has always been a 24/7/365 kind of business. If there are airplanes flying (as there always are), then someone needs to be available.
I wrote last month that the concierge who handles the most clients for us was going on vacation for three weeks. It turns out, he's not coming back.
Our site hasn't changed all that much since we launched back in 2009. The time has come for something new.
The old saying, "the customer is always right," is one that I've always had trouble agreeing with 100 percent of the time.
One thing that has really been of interest to me is the flexibility it would provide in terms of handling peak and slack periods of demand using cross-training.