Office Ladies — Second Drink: "Customer Survey" with Stephen Merchant
Podcast: Office Ladies
Hosts: Jenna Fischer & Angela Kinsey
Guest: Stephen Merchant
Date: April 27, 2026
Episode: Second Drink: Customer Survey
Overview
In this special “Second Drink” episode, Jenna Fischer and Angela Kinsey revisit "Customer Survey," a fan-favorite season 5 episode of The Office, with exclusive insights from director and British Office co-creator Stephen Merchant. The episode is packed with behind-the-scenes stories about Merchant’s experience directing, the iconic “Butlicker” scene, deep Office lore, and fun observations that only true insiders (and a superfan audience) can fully appreciate.
Key Discussion Points & Insights
1. Stephen Merchant Joins the Podcast
[02:14–17:00]
- Excitement and Context: Jenna and Angela are thrilled to host Stephen Merchant, co-creator of the UK Office and director of this memorable U.S. episode.
- Homage to Both Shows: Merchant appears on video wearing a Wernham Hogg cap (UK) and drinking from a Dunder Mifflin mug (US) as a nod to both series.
Memorable Quote:
"I am wearing my Wernham Hog baseball cap, which is the Dunder Mifflin of the UK, but I have my Dunder Mifflin mug... I'm just trying to pay homage to both sides of the Atlantic in both shows."
—Stephen Merchant [16:38]
2. The Origin of Stephen and Ricky’s Collaboration
[17:05–22:12]
- How They Met: Merchant recounts interviewing for a job as Ricky Gervais’s assistant at a London radio station, which led to their creative partnership.
- Complementary Styles: Merchant was the structured, ambitious one; Gervais, the untapped comedic talent. Their partnership reflected the balance of spontaneity and structure.
- Working Relationship: Found common ground over humor, music, and culture, leading to the creation of the British Office.
Notable Exchange:
"He said, 'If you do all the work, I'll make sure you have fun.' And I, in need of a job, thought that sounds like a fair deal."
—Stephen Merchant [18:06]
3. Office Set Histories: UK vs US
[11:26–14:41]
- Real Offices: Both versions of The Office were initially filmed in actual office spaces rather than soundstages, enhancing authenticity.
- Set Trivia: The British building (Slough’s Crossbow House) was torn down, but the U.S. exterior is still at Chandler Valley Studios in Van Nuys, CA.
- Cross-pollination: Dunder Mifflin's fictional address, 1725 Slough Avenue, is a tribute to the British series.
4. Directing “Customer Survey”
[31:05–33:07]
- Why This Episode: Merchant explains he loved writers’ rooms in the U.S.—a far cry from the two-person writing process in the UK.
- Involvement: Arrived weeks early to absorb the American process and contribute to rewrites.
- Collaborative Energy: Found the writers’ room "buzzy" and appreciated the collaborative idea refinement.
Memorable Quote:
"You’re just with a lot of very talented, very smart people. Ideas are sort of pinging around and it's a very different experience to the British experience."
—Stephen Merchant [31:40]
5. Behind the Iconic “Butlicker” Scene
[33:07–35:43]
- Inspiration: Based on Merchant’s own call center training days, where mock calls would spiral into absurdity.
- Room Contribution: Writers spun his anecdote into the now-legendary Jim-Michael-Dwight roleplay scene.
- Performance: Impressed by the extended, escalating bit with Carell, Krasinski, and Wilson.
Key Quote:
"There was a version we shot where either Steve or…I think it was Steve at the end just said, 'We got the Buttlicker account,' which I don't think we could ever squeeze into the finished cut."
—Stephen Merchant [35:23]
6. The Rehearsal Process: UK vs US
[36:21–38:08]
- Emphasis on Realism: Merchant valued rehearsal for authenticity, a holdover from the British approach.
- US Cast “Well-Oiled Machine”: The cast was so comfortable with characters by season 5 that rehearsal wasn’t as essential, but it “grounded” everyone and renewed the show’s authentic mockumentary feel.
Angela’s Reflection:
"When we did rehearse with you, it grounded us back down and got us back into character...We’re here to do this really cool show that’s a mockumentary."
—Angela Kinsey [38:08]
7. Alternate Endings for the Jim/Pam/Alex Plot
[39:42–44:50]
- Pam’s Art School Scene: Several script alternates had Alex (her New York friend) either profess unrequited love or simply champion her art dreams.
- Behind-the-Scenes Discomfort: Both Merchant and the actors found an explicit love confession artificial; the final edit went with the art-support version.
- Deleted Line: At one point, Jim (via Bluetooth) was to say, "Cough if you still love me"—a joke that didn’t make the cut.
Merchant’s Take:
"The idea that your parents might get a divorce…it makes me sad, the kind of threat to the relationship…So the idea, I don’t know, I was worried that it was a sort of artificial jeopardy."
—Stephen Merchant [42:07]
8. Notable Directorial/Editing Tricks
[48:12–49:53]
- Merchant reveals a “whip pan” shot from Michael’s office to Jim at his desk was filmed on two separate days—a trick invisible in the final cut.
- The whip pan allowed for smooth editing despite cast availability challenges.
Quote:
"I was watching it again, I was suddenly reminded that those were shot on two different days...it looks like it’s happening in real time. Hopefully only me and the editor know that."
—Stephen Merchant [49:13]
9. The Show’s Global Legacy
[26:07–29:33]
- International Adaptations: The Office has had versions in France, French Canada, Israel, India, and South America.
- Press Reactions: Initial skepticism in the UK turned into high praise for the U.S. show, to the point where even the British press now prefer the American version.
Quote:
"Now very much the American version is kind of the much loved version, even by the British press. And Ricky and I are seen as kind of, 'Oh, those guys.'"
—Stephen Merchant [29:05]
10. A Tribute to Lester Lewis
[50:16–50:48]
- Merchant honors Lester Lewis, writer of the episode, who passed away a few years later, recalling him as a “lovely man” and associating this episode with bittersweet memories.
11. The Episode Breakdown: Jokes, Trivia, and Office Lore
[58:57–61:17, 61:18–88:44]
- Cold Open: Michael’s hilarious, increasingly absurd fake proposal story (deleted scene expanded). His “Mom” is voiced by Oscar-nominated actress June Squibb.
[61:17] - Customer Surveys: Kelly sabotages Jim and Dwight’s survey reviews in revenge for them missing her “America’s Got Talent” viewing party, revealed via the party favor mugs she had custom made.
- Bluetooth Plot: Jim and Pam use fictitious wireless earpieces to stay connected. These "Mitsuwashi B400" earpieces did not exist; the scenes were technically tricky to film, and the entire Bluetooth storyline was a BJ Novak idea.
- Andy/Angela/Dwight Wedding Farce: Andy wants a two-story tent for the wedding, Angela fixates on it being “hand-plowed” field after a tongue-tied struggle with the scripted line (backed up by Lester Lewis’s on-set support).
- Iconic Line Alert: “All righty, Dwighty!” is set to become Angela’s new personal catchphrase.
- Realism vs Comedy: Ongoing conversation about how character decisions (Jim’s secret house purchase, Pam’s art school arc) create real drama, frustration, and humor.
- Directorial Details: Steve Zissis (later of Togetherness) provides a voice cameo; background actors’ mugs, deleted improv, and writers’ clever plotting are highlighted.
- Running Gags: Angela brings in her actual star mug; “The bear is the book” is used as a motivational mantra referencing The Edge.
12. Stephen Merchant’s New Project
[52:30–54:18]
- Merchant discusses his current work, The Offenders, a BBC/Amazon Prime dark comedy drama about people in community service, sharing “DNA with The Office” in its ensemble misfit dynamic.
- Jenna also plugs Merchant’s 2019 film Fighting With My Family.
Notable Quotes & Memorable Moments
- "We got the buttlicker account." [35:23 – On unused alternate lines]
- “You don’t have to do much to convey emotion… Jim knows, that’s that dude thing: ‘Oh, he’s into you.’" — Angela, on the Alex/Pam scene [45:31]
- “All righty, Dwighty!” — Angela's proposed new catchphrase [66:40]
- “Can you say hand, until, field, hand, until…” — Angela’s tongue-twister meltdown [75:46]
- “The bear is the book. The bear is whatever you need to conquer in the day!” — Jenna [72:35]
Fan Questions & Deep Dives
- Background Gags: Eagle-eyed fans spot Rainn Wilson nearly breaking during the “Butlicker” scene ([03:52], [04:21]), and inconsistencies in Michael’s CPR knowledge pointing to episode production order.
- Props and Production: Many props (like the mugs) used real or repurposed publicity photos; star actors like June Squibb and Steve Zissis played even the smallest parts.
- Deleted/Alternate Scenes: Multiple alternates were shot for Pam’s art school “temptation,” and for the “Butlicker” roleplay scene.
- Show “Blips”: Sharp listeners (ex: Dylan Q. on CPR) catch minor continuity errors; Jenna and Angela celebrate such attention to detail from superfans.
Timestamps — Segment Highlights
| Segment | Timestamp (MM:SS) | |-----------------------------------------------|-----------------------------| | Opening: Intro and Stephen Merchant Arrives | 02:14–17:00 | | Origin Story: Merchant & Gervais Meet | 17:05–22:12 | | Set & Series Trivia: UK and US Offices | 11:26–14:41 | | Directing “Customer Survey” | 31:05–33:07 | | “Butlicker” Scene Genesis | 33:07–35:43 | | The Rehearsal/Realism Approach | 36:21–38:08 | | Jim/Pam/Alex Final Showdown & Alts | 39:42–44:50 | | Global Office Adaptations | 26:07–29:33 | | Directorial Editing Tricks (“Whip Pan”) | 48:12–49:53 | | Tributes: Lester Lewis | 50:16–50:48 | | Main Episode Breakdown | 58:57–88:44 | | Stephen Merchant’s New Project | 52:30–54:18 |
Closing Thoughts
- Jenna and Angela express deep gratitude to Merchant for his foundational role in The Office’s existence and evolution, both as a show and a global phenomenon.
- The episode closes with teases for next week (“Business Trip”), hints at future guest appearances, and Jenna and Angela’s signature blend of humor, nostalgia, and heart.
Summary
This episode is a must-listen for Office fans interested in the intersection of British and American comedy, the inner workings of sitcom production, and the creative minds that shaped an international sensation. It’s warm, funny, revealing, and full of moments that deepen fans’ appreciation for the show's legacy—and for the friendships behind it.