Business - People in office working as team

In the Trenches: Communicating How We Work More Clearly

Posted In MARKETING

We just had our annual Cranky Concierge get together in June, and as always, it was a lively couple of days. We came up with a laundry list of things we want to do better, and one of the bigger themes was around better communicating how our business works. Oh sure, our clients usually know [...]
iStock_000023734682Small-300x199.jpg

In the Trenches: Crafting a Job Description

Posted In HIRING AND RECRUITING

We're growing again here at Cranky Concierge, and the time has come to hire a new person to join our team. I really, really hate the whole hiring process, so I've been trying to figure out ways to make it easier. This time, I focused on the job description. It's not that I hate hiring. [...]
iStock_000010259601Small-300x199.jpg

In the Trenches: A Change of Scenery

Posted In BUSINESS PLANNING

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 chance to step [...]
iStock_000022751165Small-300x199.jpg

In the Trenches: Accepting Advertising

Posted In ONLINE ADVERTISING

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 day one of Cranky Flier. When I started the Crankyflier.com blog, I figured I’d try [...]
iStock_000012609855Small-300x200.jpg

In the Trenches: Minimizing Mistakes

Posted In MANAGEMENT AND TRAINING

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. You might assume that we want to [...]
iStock_000002396937Small-300x199.jpg

In the Trenches: Relying on Customer Service When Technology Fails

Posted In SERVICE BUSINESS

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 do was fix the problem and rely on our customer-service skills [...]
iStock_000020077932Small-300x230.jpg

In the Trenches: The Difficulty of Going Mobile

Posted In EMPLOYEES

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 employees to work via smartphone. The latter task is harder than it [...]
iStock_000010499830Small-300x199.jpg

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

Posted In EMPLOYEES

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 weren’t for one thing: Like many small-business owners, I am in a constant tug-of-war between [...]
Advertisement