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.
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…Read » Views: 1,847
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…Read » Views: 1,651
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 …Read » Views: 1,515
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…Read » Views: 3,146
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 …Read » Views: 2,249
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…Read » Views: 2,397
on January 22, 2014
Since Cranky Concierge began in 2009, I have done very little paid advertising, mostly because I don’t think we need it. Instead, I’ve focused on using the self-built tools that I have at my disposal, particularly my blog, The Cranky Flier.
Early on, I t…Read » Views: 1,176
on January 15, 2014
The year 2013 is in the books and, as always, I’ve looked back to see how we did. Was it a good year? Indeed it was! But the results have set a challenge for us in 2014: This is the year we focus on revenue growth while keeping costs under control.
It took …Read » Views: 1,081