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: A Get-Together Post-Mortem

    by on July 18, 2013

    It’s been a couple of weeks since we had our annual Cranky Concierge staff meeting, which means I can now look back to judge its effectiveness.

    Because everyone works remotely in the company, I like to bring some of our core people together once a year for …

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    In the Trenches: Crisis Mode

    by on July 10, 2013

    By now, you’ve undoubtedly heard about the Asiana Airlines crash landing at San Francisco International Airport (SFO) on July 6. Although the news didn’t affect many small businesses, it had a huge impact on ours, as well as others in the travel industry. …

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    In the Trenches: Setting the Agenda

    by on July 4, 2013

    In May, I started talking about getting Cranky Concierge’s staff together for an annual meeting, and this week we’re doing just that. Although not everyone in the organization could make it, most of us have descended upon Long Beach, Calif., to talk about …

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    In the Trenches: The Complexity of Background Checks

    by on June 26, 2013

    I thought the hard part of hiring a new employee would be finding the right person. After all, now that I have a couple of full-timers on staff, I have a better sense of the kind of help I need. After an earnest search, I found a great match for the company an…

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    In the Trenches: The Good and Bad Sides of CRM Integration

    by on June 19, 2013

    I’ve written about my struggle to find the right customer relationship management software for Cranky Concierge before. Every time I’ve looked at our options, I’ve found features I like and don’t like. I think I’ve finally found a winning solution, b…

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    In the Trenches: Updating Our Training Materials

    by on June 12, 2013

    We’ve hired a new concierge to help monitor flights here at Cranky Concierge! Training began last week. That’s when I realized our training materials needed some serious updating.

    In the past, I’ve sent new hires our training manual and asked them to read it …

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    In the Trenches: An Easy Email Migration

    by on May 29, 2013

    A couple of weeks ago, I talked about how I needed to set priorities in order to get important projects completed in a reasonable amount of time. The first one on my list — email migration — is now complete. It was shockingly easy.

    We had experienced reli…

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    In the Trenches: Working With Consultants

    by on May 22, 2013

    I’ve never had a particularly positive view of consultants. That’s probably because I’ve mostly seen big companies use them poorly.

    Time and time again, the result was the same: The firms wasted money by getting outsiders to tackle unnecessary tasks and…

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