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: Finding the Right Employee

    by on April 24, 2013

    I’ve made the decision to hire a new employee, and now the tough part begins. How the heck do I go about finding the right person for the job?

    This would be easier if I was looking for a concierge to monitor people’s flights and help when things go wrong. …

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    In the Trenches: Time to Hire Again

    by on April 17, 2013

    I’ve made the decision: It’s time to hire another employee for the business. I’m looking for a “travel architect,” as I like to describe our concierges, who can book flights during the afternoons.

    How did I come to this conclusion?

    First off, I’m…

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    In the Trenches: Looking for New Opportunities

    by on April 10, 2013

    Right after we make a big change, my brain shifts from execution to innovation mode. Things were pretty hectic last week as we worked to pull everything together for the introduction of priority flight monitoring and our website revamp. But once it all went li…

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    In the Trenches: Expanding Our Hours

    by on April 3, 2013

    I’ve written about Cranky Concierge’s struggle with business hours before. One reader asked the obvious question that emerged from the discussion: “So, Brett, how far down the line do you see your business being ‘open’ 24/7?”

    In other words, when …

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    In the Trenches: Creating Value With Price Increases

    by on March 27, 2013

    Back in January, I wrote about our challenge in dealing with last-minute sign-ups for flight monitoring, especially when they came in right before a major weather event. Readers who commented on my post were supportive of us charging more, but I still hated th…

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    In the Trenches: When Email Lags

    by on March 20, 2013

    Our business relies on very fast interactions between travelers and concierges. If plans change or something goes wrong, or even if a client just has a simple question, we need to know immediately. We rely on receiving email as soon as it’s sent, so we can a…

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    In the Trenches: Prioritizing Tasks, Getting Paid

    by on March 13, 2013

    I had a rude awakening earlier this week when I stumbled upon our commissions list. Some of our income comes from the commissions we receive from hotels, rental cars, and other services we book for our clients. This list revealed that more than a hundred commi…

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    In the Trenches: How Big Should We Grow?

    by on March 6, 2013

    The general consensus among business owners seems to be that growth is great. If you have more demand for what you offer, you should grow. That way, you can create more jobs, help more people, and ultimately make more money. So, it seems strange that I find my…

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