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: Relying on Customer Service When Technology Fails

    by on March 19, 2014

    As you may recall, Cranky Concierge switched to using Google Apps for email last year to improve the reliability and functionality of our communications system. This past week, however, a quirky little feature left us in hot water with a client. All we could d…

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    In the Trenches: The Difficulty of Going Mobile

    by on March 12, 2014

    We’ve all heard the news: Nearly a third of U.S.-based web traffic is mobile, PCs are dead, and if you aren’t using a touch screen, you aren’t cool. That means your small business needs to be “mobile friendly,” which generally requires enabling your …

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    In the Trenches: The Money vs. Time Tug-of-War

    by on March 5, 2014

    Last week’s post about team vs. individual customer service received some insightful comments from readers. Thank you! In particular, two people suggested that we resolve our problem by using a help desk-style ticketing solution. This would be ideal if it we…

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    In the Trenches: Team vs. Individual Customer Service

    by on February 26, 2014

    In the early days of Cranky Concierge, I personally handled all client requests for flight-planning assistance. As the company grew, we shifted to a team-based approach, so we could provide faster service. However, I’ve begun to wonder whether this is truly…

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    In the Trenches: Fighting Employee Burnout

    by on February 19, 2014

    This winter has been a brutally nasty one for much of the United States. For an air travel-assistance service like ours, inclement weather is actually a good thing — because it brings us business — but it also creates some real challenges. I’m currently …

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    In the Trenches: Cash vs. Accrual Accounting

    by on February 12, 2014

    Like most small businesses, we use the cash accounting method to keep our books. Why? Because it’s easy. But there are downsides to it, which has me wondering whether we should consider switching to accrual accounting.

    What’s the difference? The cash acc…

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    In the Trenches: Analyzing Our Revenue Sources

    by on February 5, 2014

    A couple of weeks ago, I wrote about how 2014 would be the year for Cranky Concierge to grow revenue without increasing costs. If that was an easy task, I’d be sitting on a beach right now. Instead, I’ve been busy digging into our business data to come up …

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    In the Trenches: Rethinking Our Pricing Model

    by on January 29, 2014

    Maybe it’s my background setting fares for airlines, but I find myself frequently thinking about our pricing strategy at Cranky Concierge. Although our flat-fee model has served us well so far, I’ve been wondering whether it will continue to make sense go…

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