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CUSTOMER STORY
PFF BANK & T RUST Where: Southern California
Customers: Robert Rice, Director of Facilities
Designer/Space Planner/Dealer: Dale Blumenthal, IIDA, CID,
Owner, DesignWorkPlace, Inc.
Sales Representative: Kathryn Grace, Principal, The Grace Group
Featured Products: Contrada® Systems, Choices® Storage,
TrendWall® and IN Seating
“T iming was critical. PFF needed to cut back time and costs. By getting
product out so quickly, Trendway reduced our ‘start of construction to
open for business’ timeframe by 60 days.”
— DALE BLUMENT HAL, DESIGNER/SPACE PLANNER/DEALER
800.968.5344
trendway.com
Change is Good
Flexible functionality. That’s the criteria the always
changing, ever-growing PFF Bank & Trust put forth
when they looked to update and expand branches.
A simply stated goal, simply suited to Trendway.
So, in 2006, when the more than century-old financial institution – now a part of
US Bank, the fifth largest commercial bank in the United States – decided to revise
its traditional way of building bank branches and offices, they looked to partner
with a company that shared their passion for flexibility and customer service. “We
had to meet our standards for flexibility while maintaining our functional tagline
of Customers First,” notes Robert Rice, director of facilities. “Banking has changed
greatly over the past several years, particularly on the customer service side. It’s
much more retail, and in response, our facilities have to be flexible enough to
support the wide variety of financial services we provide to our customers, as
well as accommodate changing legal and technology issues.”
With this in mind, designer Dale Blumenthal, IIDA, CID, owner of DesignWorkPlace,
Inc. brought Trendway products to the PFF team. “When I started designing banks in
the late 70s, we’d create a specific image that reflected the surrounding community.
Now we look for a consistent corporate look, so that customers recognize the brand
from region to region.” A significant component to building consistent environments
is furniture. “Trendway was a perfect solution. They met PFF’s need for products that
were professional looking yet open and inviting. They allowed the bank to achieve the
desired result in offices designed for all types of employees and in spaces used for a
wide variety of different purposes.”
“Trendway was very responsive to all our needs. They made every effort to
answer questions, provide training for our installers and supervise onsite
installation. And they delivered the product when they said they would!”
— ROBERT RICE, DIRECTOR OF FACILIT IES
These changes were predicated on PFF’s projected fast-track growth: The bank needed
to upgrade existing branches while building new construction – all at an aggressive
rate of four-to-six renovations and three-to-five new branches annually – throughout
a region of Southern California commonly called the “Inland Empire”. Spanning
Riverside and San Bernardino counties, eastern Los Angeles County and northern
PFF BANK & T RUST | 2
Orange County, this geographic hotspot was described as one of the fastest-growing
areas in the country, accounting for more than 35 percent of new jobs, 48 percent
of all housing starts and 75 percent of new industrial construction in Southern
California at that time.
Previously, all PFF branches used a custom millwork system that had to be individually
built for each location. Doing so required a redesign with every new facility construction, including new electrical for each site. “It was expensive and time consuming,”
adds Rice. “We needed to find a way to increase the speed with which we could open
a new branch without increasing our costs.” Answering that charge? Trendway
Contrada systems furniture, TrendWall movable walls, Choices storage and IN seating.
Quick Ship, Complete Satisfaction
“Timing was critical,” echoes Blumenthal. “PFF needed to cut back time and costs.
By getting product out so quickly, Trendway reduced our ‘start of construction to
open for business’ timeframe by 60 days.” This flexibility and fast turnaround also
translated into substantial cost savings. “For what PFF used to spend on millwork
alone, they can now furnish an entire branch,” amazes Blumenthal. “And they
invested in a product that can grow and change as they do.”
Programming and space planning also ensured the project’s success. PFF and
DesignWorkPlace collaborated on both, and Blumenthal credits Trendway for
keeping things on time. “By carefully planning ahead, we ensured that each branch
met the special needs of the community in which it was located.” Rice concurs,
“An important benefit was easy customization of each branch without extending
construction timeframes or changing the overall appearance of the space. Trendway
product allowed flexible, easy reconfiguration throughout the space – even after
construction was completed. And we didn’t have to compromise our need for privacy
and security in public and private spaces.”
“Trendway was a perfect solution. They met PFF’s need for products that
were professional looking yet open and inviting. They allowed the bank to
achieve the desired result in offices designed for all types of employees
and in spaces used for a wide variety of different purposes.”
— DALE BLUMENT HAL, DESIGNER/SPACE PLANNER/DEALER
Trendway’s ability to work with PFF’s special needs was instrumental in the success
of this multi-staged project. “I’ve worked with Trendway for many years and the
factory has always been incredibly accommodating,” adds Blumenthal. “Even when
they had to customize product to meet the unique needs of the bank, such as for ADA
or security compliance, Trendway shipped custom products within a three week time
frame.” He further points out that Trendway’s online ordering was “vastly simplified
and much easier than with any other manufacturer” in his experience.
PFF BANK & T RUST | 3
Size of company mattered, too: Blumenthal admits a preference for working with
small-to-medium-sized companies who share his commitment to personalized
customer service, noting his invaluable relationship with then Trendway Sales
Representative Kathryn Grace, who now owns The Grace Group. “I’ve known
Kathryn for more than 10 years and I know I can depend on her,” says Blumenthal.
“She’s hands-on, as is everyone back at the factory. Trendway’s customer service
is by far the best of any manufacturer I have ever worked with.”
Likewise, Rice was impressed, “Trendway was very responsive to all our needs. They
made every effort to answer questions, provide training for our installers and supervise
onsite installation. And they delivered the product when they said they would!”
Happy Customers All Around
Yet the true test of success came when PFF customers engaged within the new
branch environments. The overwhelming response? Positive and productive. “Our
customers enjoyed the new look and feel of the new branches,” shares Rice. “Our
new space plan went a long way toward meeting and complying with regulations
for privacy, while allowing us to be versatile and flexible with each new facility.
Trendway products held up very well, too.”
In fact, PFF was so pleased with both Trendway products and people that the bank
specified Trendway systems for its data operations center and new corporate offices.
Not to mention the ongoing remodeling and new construction throughout its branches.
“Trendway product allowed flexible, easy reconfiguration throughout the
space – even after construction was completed. And we didn’t have to
compromise our need for privacy and security in public and private spaces.”
— DALE BLUMENT HAL, DESIGNER/SPACE PLANNER/DEALER
PFF BANK & T RUST | 4
For more information on the products featured in this customer story, please click here.