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.

  • late payment

    In the Trenches: Collecting Our Revenue on Time

    by on October 15, 2014

    Collecting revenue hasn’t historically been a problem for us at Cranky Concierge. After all, our original service offerings were all prepaid. But as we’ve expanded into new areas, we’ve found ourselves with some new challenges in that regard.

    Our small-busi…

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  • money

    In the Trenches: How to Spend on Marketing

    by on October 8, 2014

    We’ve been fortunate at Cranky Concierge¬†that our growth has been almost entirely organic to date. But there will come a time where we need to start marketing ourselves. A conversation with a friend of mine this weekend got me thinking more about this.

    My …

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  • Sandy Notebook

    In the Trenches: The Importance of a Non-Working Vacation

    by on October 1, 2014

    I’m a big believer in the importance of vacations, and I’ve written about them a lot here (and here and here.) You get the point. But it seems to me that all too often, working vacations are considered acceptable for the hard-charging businessperson. I don’t b…

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  • 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…

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  • 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…

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  • 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…

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  • 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…

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  • 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…

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