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 Change of Scenery

    by on May 7, 2014

    Most days, I find myself sitting at my command center — it was upgraded from a desk when I added the second screen and made it look awesome — cranking away on work. It seems like a good way to get things done, but it also breeds routine thinking.

    I had a ch…

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    In the Trenches: Accepting Advertising

    by on April 9, 2014

    Nearly every small business must advertise to lure customers: It’s a fact of entrepreneurial life. But when should you accept advertising, such as banners on your website or coupons in your monthly newsletter? This is something I’ve wondered about since da…

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    In the Trenches: Minimizing Mistakes

    by on March 26, 2014

    I hate making mistakes. Yet I realize that they’re bound to happen, despite our best efforts to get everything right. So, as Cranky Concierge continues to grow, I need to figure out a way to cut down on errors — albeit not for the reasons you may think.


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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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