Search Results for: "In the Trenches"

business communications

In the Trenches: Communicating How We Work More Clearly

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 …

6 Comments
you're hired

In the Trenches: Crafting a Job Description

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 …

8 Comments
reflection

In the Trenches: A Change of Scenery

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 …

2 Comments
your ad here

In the Trenches: Accepting 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 …

3 Comments
Taped Cardboard

In the Trenches: Minimizing Mistakes

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 …

2 Comments
Broken cable.

In the Trenches: Relying on Customer Service When Technology Fails

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 …

6 Comments
Broken damaged smart phone isolated on white background

In the Trenches: The Difficulty of Going Mobile

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 …

5 Comments
tug of war

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

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 …

8 Comments
Altogether

In the Trenches: Team vs. Individual Customer Service

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 …

10 Comments
Burnout

In the Trenches: Fighting Employee Burnout

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 …

1 Comment
cash

In the Trenches: Cash vs. Accrual Accounting

Like most small businesses, we use the cash accounting method to keep our books. Why? Because it’s easy. But there are downsides to it, which has me wondering whether we …

3 Comments
money in hand

In the Trenches: Analyzing Our Revenue Sources

A couple of weeks ago, I wrote about how 2014 would be the year for Cranky Concierge to grow revenue without increasing costs. If that was an easy task, I’d …

2 Comments
calculator and pricing

In the Trenches: Rethinking Our Pricing Model

Maybe it’s my background setting fares for airlines, but I find myself frequently thinking about our pricing strategy at Cranky Concierge. Although our flat-fee model has served us well so far, I’ve been …

3 Comments
Tightrope walker businessman

In the Trenches: Using My Business’s Blog Carefully

Since Cranky Concierge began in 2009, I have done very little paid advertising, mostly because I don’t think we need it. Instead, I’ve focused on using the self-built tools that I …

8 Comments
2014

In the Trenches: Reviewing 2013, Planning for 2014

The year 2013 is in the books and, as always, I’ve looked back to see how we did. Was it a good year? Indeed it was! But the results have set …

3 Comments
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