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In the Trenches: Putting Together a Company Meeting Without Breaking the Bank

Posted In OFFICE AND EQUIPMENT

Here are the ways we have worked to keep expenses down without impacting the experience.

In the Trenches: Insights from Doing Someone Else’s Job

Posted In MANAGEMENT AND TRAINING

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...
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In the Trenches: Building a Management Team

Posted In HIRING AND RECRUITING

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.
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In the Trenches: Creative Work Arrangements

Posted In CULTURE AND WORKPLACE

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.
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In the Trenches: When a Long-Time Part of the Team Leaves

Posted In MANAGEMENT AND TRAINING

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.
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In the Trenches: Fixing Our Website

Posted In COMPANY WEBSITE

Our site hasn't changed all that much since we launched back in 2009. The time has come for something new.
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In the Trenches: When to Stand Firm With a Customer

Posted In PRICING STRATEGY

The old saying, "the customer is always right," is one that I've always had trouble agreeing with 100 percent of the time.
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In the Trenches: Managing Volume With Cross Training

Posted In MANAGEMENT AND TRAINING

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.
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