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.

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    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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    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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    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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  • 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…

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    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: 550
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    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.

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    In the Trenches: Crafting a Job Description

    by on June 11, 2014

    We’re growing again here at Cranky Concierge, and the time has come to hire a new person to join our team. I really, really hate the whole hiring process, so I’ve been trying to figure out ways to make it easier. This time, I focused on the job description.

    I…

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    In the Trenches: A Change of Scenery

    by on May 7, 2014

    Most days, I find myself sitting at my command center — it was upgraded from a desk when I added the second screen and made it look awesome — cranking away on work. It seems like a good way to get things done, but it also breeds routine thinking.

    I had a ch…

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