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: Building a Management Team

    by on June 24, 2015

    To say we’ve had a flat organizational structure at Cranky Concierge is an understatement. In the six-year history of the company, every single person has reported to me directly. That’s fine when you’re small, but as we’ve grown, it’s become a real burden. An…

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    In the Trenches: Creative Work Arrangements

    by on June 10, 2015

    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. This wouldn’t be as challenging if we didn’t need different people with different skills available at differe…

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

    by on May 20, 2015

    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. That’s always tough for an organization to handle, but it has given us some great opportunities as well.

    We …

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    In the Trenches: Fixing Our Website

    by on May 6, 2015

    As with any business, the Cranky Concierge website is important. For some clients,  it’s the first interaction they have with us. Yet our site hasn’t changed all that much since we launched back in 2009. The time has come for something new.
    A big part of …

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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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