BrettSnyder

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 PriceGrabber.com. Snyder did his undergrad at George Washington and earned his MBA from Stanford.

  • workflow

    In the Trenches: Fixing Our Workflow

    by on September 24, 2014

    Since the early days of Cranky Concierge, we’ve used email as our primary method for tracking and managing client interactions. As we’ve grown, it’s become readily apparent that this is a very bad plan. For that reason, we spent the summer evaluating and impl…

    Read » Views: 539
  • answer the phone

    In the Trenches: Answering the Phone

    by on September 17, 2014

    Maybe it’s just the way my generation works, but I generally feel more comfortable doing business online than I do over the phone. With that bias, I assumed that we’d do most of our business online at Cranky Concierge as well. I even designed the business to f…

    Read » Views: 458
  • closed sign

    In the Trenches: How to Turn Customers Away

    by on September 10, 2014

    It’s not often that we want to discourage someone from using our service at Cranky Concierge, but it does happen on occasion. The hard part is figuring out when to make that call and how to handle it once the decision has been made.

    Last week, we ended up i…

    Read » Views: 1,653
  • Businsss people hiring

    In the Trenches: Staffing with Growth in Mind

    by on September 3, 2014

    Since I started Cranky Concierge five years ago, I’ve always been a staffing laggard. Recently, however, I’ve gone the other way. It’s a little bit scary, but I knew it was the right thing to do.

    When I call myself a “staffing laggard,” I mean that I wouldn…

    Read » Views: 533
  • referral money

    In the Trenches: Handling Referrals

    by on August 27, 2014

    Referrals have always been a big part of the our business model at Cranky Concierge. We’ve spent nearly nothing on paid marketing, so our growth has come primarily from my blog about the airline industry and via client referrals. While we see referrals as bein…

    Read » Views: 568
  • money questions

    In the Trenches: Tracking Our Revenue Sources

    by on August 20, 2014

    I was talking to some friends a couple months ago, and they started asking me questions about Cranky Concierge. What types of customers made us the most money? And what services were our big sellers? I thought I had a decent handle on this since I’ve been runn…

    Read » Views: 628
  • growth

    In the Trenches: Evolving With Our Clients

    by on August 13, 2014

    Our business here at Cranky Concierge continues to grow, and that brings all sorts of challenges with it. But we have to remember that our clients continue to grow as well. That creates challenges for them, and in some cases, we can help them tremendously.

    Read » Views: 629
  • Business - People in office working as team

    In the Trenches: Communicating How We Work More Clearly

    by on August 6, 2014

    We just had our annual Cranky Concierge get together in June, and as always, it was a lively couple of days. We came up with a laundry list of things we want to do better, and one of the bigger themes was around better communicating how our business works.

    Read » Views: 2,394
Advertisement