Dunder Mifflin Paper Company, Inc.
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Selected work

Branch Customer Recovery Program

  • Customer retention
  • Scranton

Project overview

Across multiple competitive episodes, Scranton’s salespeople repeatedly demonstrate the branch’s core commercial strength: they know their customers, understand local buying behavior and can win accounts back when price, service or ownership changes.

What happened

Across multiple competitive episodes, Scranton’s salespeople repeatedly demonstrate the branch’s core commercial strength: they know their customers, understand local buying behavior and can win accounts back when price, service or ownership changes.

Challenge

Big-box competitors, rival branches and former employees all compete for the same paper customers, often with lower prices or aggressive offers.

Scope

Identify at-risk accounts

A defined part of the initiative.

Contact customers directly

A defined part of the initiative.

Understand the reason for switching

A defined part of the initiative.

Results

Key outcomes from the Dunder Mifflin story.

  • Personal relationships remain the branch’s main differentiator

  • Local knowledge improves customer recovery

  • Account ownership stays visible

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