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.
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…Read » Views: 563
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…Read » Views: 549
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 …Read » Views: 1,846
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 …Read » Views: 1,538
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…Read » Views: 2,244
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…Read » Views: 2,324
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…Read » Views: 2,830
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…Read » Views: 2,527