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The Long Case for Office Depot [view article]
Actually, the way Odland was operating in trying to keep up profits was to cut departments and personnel to the point that they could not sustain themselves - just as he did at his previous company.

I worked there and can tell you that Staples was high in 'customer service' and Office Depot was 'low'. Yes, they talked a good game, but had only a financial view of the customer and not what it took to compete and win. You would not believe what went on with the constant screwings OD did to their small to medium accounts. As an example, OD would charge to deliver to 2nd floor accounts, but Staples would not (we would call Staples and ask them if they would). Guess who the customer switched to? Now they are trying to put some of the pieces in place again - they have contracted with a telemarketing firm to rehire those they let go to see if they could revive the excellent group they had that sold to these accounts. In closing, I hope Staples wipes the floor with them - they deserve it in their lousy customer attitude. Mar 04 04:41 PM

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