In the Trenches: Time to Hire Again

BrettSnyder by Brett Snyder on April 17, 2013

I’ve made the decision: It’s time to hire another employee for the business. I’m looking for a “travel architect,” as I like to describe our concierges, who can book flights during the afternoons.

How did I come to this conclusion?

First off, I’m unhappy with our afternoon response times. Kevin starts at 6 a.m. in the morning and tends to wrap up between 3 p.m. and 4 p.m. Pacific time. After he’s gone, I’m the only one who books flights until we close at 7 p.m. There’s a big problem with that: I can’t get back to people very quickly. It’s easy for the first couple of hours, but later on, my nanny leaves. I need to feed my 1-year-old son and put him to bed.

So, I keep one eye on my email in-box to watch for urgent requests, but I often end up responding to anything else after-hours, when he’s asleep. That means the next time clients reply, it ends up being pretty late, so I may not be able to respond. This puts pressure on Kevin to reply when he gets to work the next day.

As if that weren’t enough, there’s a second issue. As the company continues to grow, I’d like to focus less on handling actual bookings and more on running the business. Having Kevin around during the day has proved to be an excellent model. He can field the bulk of client requests, and I’m available to help with any complex issues. This frees up a lot of my time for handling other tasks. Hiring someone to work in the afternoons would give me even more time — and I already have plans for how I’d like to spend it.

Now that I’ve made the decision to hire someone, it’s time to do the hard work. I have to find the right person for the job. Wish me luck!


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.