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: Taking the Blame

    by on October 2, 2013

    Being an intermediary between two parties can create some very strange and uncomfortable situations for us. When things go wrong, people tend to look for someone to blame. I used to think it was best to make it clear who is truly at fault, but recently my stra…

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    In the Trenches: Managing My Email

    by on September 25, 2013

    At Cranky Concierge, we help clients by whatever means of communication — phone calls, text messages, tweets, emails — is necessary. Email is our main method of talking with people, but it’s also a giant time sink. Right now I need to get a better handle…

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    In the Trenches: A Big-Company Structure for a Small Business

    by on September 18, 2013

    Although Cranky Concierge is a growing company, it’s still pretty tiny. I employ just one full-time and two part-time staffers, plus four independent contractors who play different roles. However, because I aim to keep expanding the business, I need to think…

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    In the Trenches: Building a Business With Less of Me

    by on September 11, 2013

    There’s no doubt that my name is synonymous with the Cranky Flier and Cranky Concierge. In fact, I’m so closely tied to the Cranky brand, which I built from scratch, that it’s not uncommon for people to simply refer to me as “Cranky” instead of Brett…

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    In the Trenches: Our Business Credit Card Strategy

    by on September 4, 2013

    You might think by the title of this post that I’m talking about a strategy for accepting credit cards. But that’s not the case. I’m referring to our strategy for using credit cards to pay for some of our business expenses. It’s a strategy that requires a lot …

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    In the Trenches: Incorporating Exercise Into the Workday

    by on August 28, 2013

    I’m going to talk about exercise this week because, as a small-business owner who works from home, I’ve struggled for years to fit it into my schedule.

    Back when I held down a traditional job, I found it relatively easy to set time aside to exercise. My o…

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    In the Trenches: Should We Have a Tipping Policy?

    by on August 21, 2013

    I can count on one hand the number of times a client has wanted to tip one of our concierges, yet it’s happened twice in the past week. We don’t have a formal tipping policy, and I’m wondering if I should consider implementing one.

    Of course, we would n…

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    In the Trenches: Choosing Our Tone With Unhappy Customers

    by on August 14, 2013

    It’s tough — if not impossible — to please every single person every single time, so it’s pretty much inevitable that all small-business owners will have to deal with unhappy customers at some point. I’ve come to accept this fact, even though it both…

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