B.F. Plastics, Inc. 70th Anniversary Advertorial - Article / Essay - Page 3
Over those decades of growth since, Jim is proud to state that B.F. Plastics has
become one of the largest providers of engraving and signage materials and
supplies in the United States. However, his greatest source of pride is his stewardship of the company’s 70-year reputation for customer service and partnership. A
trust that remains unbroken with a loyal base of customers that spans generations.
Jim’s younger brother Andy at the engraving
machine in 1964.
Not just a provider, a service partner.
At B.F. Plastics, a superior customer experience has always been part of the
company’s formula for success. Once again, Jim credits Bob with creating a
workplace where employees feel like members of the Fichter family, and many in
fact, are. Until her retirement in 2006, Jim’s late wife Ann helped lead what Jim
calls their “remarkable” customer service team of five that represents over half of
the company’s employees. A third generation of the Fichter family, Jim and Ann’s
sons, Jeremy, Andy and Ben, also work in the business.
Unlike larger companies that have replaced personalized customer service with
voicemail and phone trees, B.F. Plastics has always encouraged its staff to build
close customer relationships – you could even call them customer friendships.
“The way we choose to work is different than others,” Jim notes. “We want our
customers to know our team and we want our team to know them and their
businesses. Most of our people have been with us a very long time and are
extremely knowledgeable, both about our products and industry, but also with
our customers’ preferences, their work and their local markets. Every customer is
different, and we try to serve them in a personalized way. That starts with having
someone you know and trust answer your call or email.”
By the mid-80’s, Jim had successfully pivoted
the focus of B.F. Plastics to wholesale distribution of engraving materials and supplies.
From the beginning, B.F. Plastics has made customer service its top priority and
providing total satisfaction its ultimate goal. “Our customer service team has been
part of the engraving and signage industry for many years,” says Andy Fichter,
B.F. Plastics Vice President. “They are very knowledgeable and experienced, and
they’re committed to meeting or exceeding our customers’ expectations whether
that involves answering questions or directing them to the best products to meet
their needs.”
Additionally, Jim and the B.F. Plastics team have done road shows for many years
– smaller open houses with industry partners. Jim says, “The shows are very casual
and informal. People just stop by to view the products or learn more about our
new products. It gives us a chance to not only meet potential new customers,
but to solidify relationships with existing customers by spending time with them
face-to-face.”
Selection and reliability first.
Today, B.F. Plastics serves a customer base ranging from small shops to large players
in the signage industry. The company continues to be recognized for its large
selection of in-stock engraving sheet, and for contributing toward a steady stream
of material innovations for the industry. Over the years, B.F. Plastics has participated
in the development of many new laser and rotary engravable substrates with its
partners, offering unique characteristics, colors and textures, enhanced durability
and easier-to-engrave solutions that reduce labor and costs for customers.
Along with his father Bob, Jim and his wife
Ann displayed B.F. Plastics’ wide selection
of engraving substrates and materials at an
industry event in 1985.
B.F. Plastics – 70 years of dedication
Meeting customers’ needs and helping them grow their businesses is what B.F.
Plastics does best, and their business plan is simple and decidedly customer-centric.
“First, we provide a wide variety of high-quality products,” says Andy. “Then we
stock our warehouse full of these products to ensure greater selection, availability
and fast delivery – which are things our customers say are important to them. And
