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In the Trenches: Celebrating Our Success

Posted In MARKETING

Running any small business can be grueling, but operating Cranky Concierge is particularly challenging. How so? First, we’re a 24/7 operation, because people are always traveling. We rarely get a break. Second, we tend to work with clients who are unhappy, mostly because they’re experiencing flight delays or reservation problems. Their frustration can take its [...]
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In the Trenches: The Yelp Conundrum

Posted In MARKETING

In theory, Yelp should be a great tool for any small business. After all, a ton of people browse the site daily looking for quality goods and services. This should help drive a lot of traffic. We here at Cranky Concierge, however, have found the online reviews site to be more problematic than anything else. [...]
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In the Trenches: Being Honest With Clients

Posted In MARKETING

This past week has been a difficult one for Cranky Concierge. Thanks to several different issues that occurred at once, we were completely overwhelmed. How did we cope? We simply told our customers the truth, and our strategy worked well. Here’s what happened: I went to Chicago on Wednesday to meet with United Airlines on Thursday. On [...]
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In the Trenches: Dealing With the Holidays

Posted In MARKETING

Every time Thanksgiving happens, it gets me thinking about how our business ought to run during the holidays. What days and hours should we stay open? How should we communicate this information to our clients? These are two particularly tough questions for Cranky Concierge, because holiday travel is a big deal. This year, Thanksgiving went [...]
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In the Trenches: Getting IT Help

Posted In EMPLOYEES

In recent months, my web host’s performance had grown increasingly worse. Downtime was up, and the time it took to load my blog, the Cranky Flier, had slowed to a crawl far too often. The time had come to switch to another web host, and I decided to make the switch happen all by myself. That may have [...]
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In the Trenches: Preventing Mistakes

Posted In EMPLOYEES

When any business grows, it needs to find a way to do so without compromising the integrity of its products and services. Cranky Concierge experienced some problems recently that made me realize our quality could start slipping unless I took immediate action. In the past couple of weeks, we’ve made a few mistakes in booking [...]
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In the Trenches: A Sudden Absence

Posted In EMPLOYEES

A couple of Sundays ago, I was awakened by a phone call. It was my father, telling me that my 90-year-old grandfather had died. Although it’s relatively easy for me to plan time off work in advance, a family emergency presents a challenge. How would I manage my sudden absence from the business? When a tragedy strikes, [...]
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In the Trenches: Going for Grants

Posted In GRANTS

Having built Cranky Concierge from scratch, without any external funding, it didn’t dawn on me until recently that I should look beyond my own pocketbook to finance the business’s growth. I still have no interest in seeking venture capital, because I don’t want to give up the type of control that that inevitably entails. But, [...]
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