{"id":13009,"date":"2026-05-19T22:31:01","date_gmt":"2026-05-20T02:31:01","guid":{"rendered":"https:\/\/parmaks.com\/Resources\/the-night-clerk-seths-blog\/"},"modified":"2026-05-19T22:31:01","modified_gmt":"2026-05-20T02:31:01","slug":"the-night-clerk-seths-blog","status":"publish","type":"post","link":"https:\/\/parmaks.com\/Resources\/the-night-clerk-seths-blog\/","title":{"rendered":"The night clerk | Seth’s Blog"},"content":{"rendered":"

\"Profit<\/a>
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At 2:30 in the morning, the night clerk at the hotel is a great help if you\u2019ve locked yourself out of your room.<\/p>\n

But if you want to complain about the hours of the gym, the hotel\u2019s environmental footprint or even their late check-in policy, you\u2019re almost certainly wasting their time. And yours.<\/p>\n

Every organization with more than a few people in it has night clerks. Most of the people who work at the phone company, for example, and even the person clearing tables at the local pizza place.<\/p>\n

It\u2019s the night clerks that have the most customer interaction\u2013in fact, they\u2019re almost certainly the highest leveraged, most insightful marketing cohort in your organization.<\/p>\n

They have information, and if we give them agency, they could transform the customer experience.<\/p>\n

Alas, our systems rarely help. Many night clerks are underpaid and underappreciated, and systems around them push them not to care.<\/p>\n

When your organization gets stuck, don\u2019t blame them. Instead, find a way to help them become the contribution they\u2019re capable of being.<\/p>\n

Some useful questions you might not be asking:<\/p>\n

How much does the information we\u2019re not collecting cost us? <\/p>\n

What is the customer service cost and brand dilution of depriving our people the freedom to take action?<\/p>\n

If we built a culture of mutual respect with our night clerks\u2013using training, compensation and engagement\u2013what would our new customer experience and reputation be worth?<\/p>\n

\n\t\t\t\tMay 19, 2026<\/span>\n\t\t\t<\/p>\n<\/p><\/div>\n