BrackenComedy

Customer Service for Impossible Problems / Pitch

Customer Service for Impossible Problems

A tiny, chaotic agency takes on the problems nobody else will touch — and somehow keeps solving them.

7 books publishedOpen for adaptation

The world

Mercer Solutions is a very small agency with a very large promise: bring us the problem nobody else will handle. Clients include a man who wants to be fired but keeps getting promoted, and a woman who wants to rehearse her own funeral. The team is not qualified for any of it. They do it anyway.

The engine

Every client walks in with a new impossible request, while the team’s own working relationships, money worries and loyalties carry across the whole run. A built-in “case of the week” with a continuing ensemble.

Tone

The deadpan office rhythm of The Office (UK), the client-of-the-week engine of a procedural, and the kindness of Ted Lasso.

The cast

  • Maya — Runs the agency. Decisive, allergic to giving advice the agency isn’t qualified to give, and the one who finally says “Accept” when a case is too strange to refuse.
  • Daniel — The instinctive fixer who wants to solve everything — and slowly learns that some problems can’t be solved, only delivered accurately.
  • Nina — Handles intake and wording. Spots the single word in an email that would reveal too much.
  • Sofia — Asks the question everyone else avoided.
  • Leo — Can identify a scam call within thirty seconds.

A possible season one

A suggested shape (8 × ~25 min, or 8 shorts); the final structure is the creator’s call.

  1. Problems Welcome. The agency opens its doors and its first client wants to be fired. Daniel tries to fix it; Maya tries to define it.
  2. Scope. A case keeps growing because nobody wrote down what the client actually asked for.
  3. Please Hold. Mercer is mistaken for a funeral service online, and the phones won’t stop.
  4. The Rehearsal. A client stages her own funeral — and her family attends without being told it’s a rehearsal.
  5. Referral. The agency learns when to send people elsewhere.
  6. Disclosure. Two siblings, one mother, one email that must not reveal too much.
  7. Pricing. What do you charge for a conversation that changed someone’s mind?
  8. We Might Actually Know What We’re Doing. A strange new case arrives — and for the first time the team asks the right basic question first.

Sample cold open

PRIYA: I need you to help me resign.
DANIEL (to Maya): Not another one.
NINA: Are you trying to get fired?
PRIYA: No.
MAYA: Then resign.
PRIYA: I have. Four times.
DANIEL: (reading) They made you Director of Operational Excellence.
PRIYA: I declined in writing. They replied, “We believe in you.”
DANIEL: That’s aggressive encouragement.
PRIYA: Exactly.