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

Posted In EMPLOYEES

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, but I’m still a little hesitant to commit because of its high level of integration [...]
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In the Trenches: Updating Our Training Materials

Posted In EMPLOYEES

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 before we got on the phone for our formal training. This [...]
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In the Trenches: An Easy Email Migration

Posted In EMPLOYEES

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 reliability problems with our email provider on several [...]
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In the Trenches: Working With Consultants

Posted In EMPLOYEES

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 by channeling internal resources toward helping them instead of having employees do their own [...]
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In the Trenches: Setting Priorities

Posted In MARKETING

In my previous posts, I’ve talked about a lot of issues at Cranky Concierge that need to be resolved. Three that immediately come to mind are finding a new phone service, choosing a better email provider, and deploying a more robust customer relationship management system. I’ve made some progress on each one, but not nearly [...]
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In the Trenches: The Value of Face Time

Posted In EMPLOYEES

Working remotely has been great for me and Cranky Concierge. I’m writing this column at my desk at home. As soon as I finish, I can walk into the other room and spend time with my young son. But just because my employees and I work independently, from various locations, doesn’t mean there isn’t value [...]
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In the Trenches: The Virtual Phone System Scramble

Posted In EMPLOYEES

Like a lot of small businesses, I opted to go with a virtual phone system vs. a traditional one for Cranky Concierge. This was a fairly easy decision, considering the fact that everyone in the company works from a different location. It just made sense, and it saved us money. However, last week I learned [...]
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In the Trenches: Finding the Right Employee

Posted In EMPLOYEES

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.  I have a list of [...]
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