2 min read June 2023 — In an interview with Invest:, Ryan Richard, CEO of Shred America discussed the company’s growth in the Carolinas and its focus on exceptional customer experiences, as well as their plans to expand into document storage and hard drive destruction.
What have been some of the key highlights for Shred America in North Carolina over the past year?
I started the business back in late 2016 or early 2017 as a company called Carolina Shred, initially serving only the local market. Over time, as we’ve grown, the Shred America brand has become the flagship, encompassing everything. In 2020, due to the pandemic, we were considered a necessary business because of the security and protection of personal identifiable information. This allowed us to continue operating regularly. When we began our sales process, we shifted our focus towards lead generation rather than relying on traditional methods like door-to-door sales. This proved beneficial during the COVID era as we experienced a significant influx of inbound leads. Unlike many other companies that primarily use boots-on-the-ground approaches, such as larger national competitors and big-box stores, Shred America stands out by prioritizing the customer experience. For example, on our website, customers can schedule their job, track the location and progress of our trucks, and know which route they are on for their convenience. We are the only company in the country utilizing this type of technology.
Our success over the past few years can be attributed to our commitment to delivering exceptional customer experiences. While we operate in 48 states, unfortunately, due to partnership limitations, we couldn’t extend our services to Alaska and Hawaii. However, in the Carolina market alone, we have 11 trucks. What sets us apart is our practice of shredding everything on-site, ensuring a higher level of security compared to taking it back to a warehouse. We have surrounded ourselves with a team of individuals who not only bring value to the company but also share a proactive mindset. Although many people in the Charlotte market are not originally from here, it’s a community of genuinely nice individuals who prefer doing business with others from the area. The concept of supporting independent and veteran-owned businesses resonates with people and has contributed to our success in multiple cities nationwide. Recently, we were ranked as the number one fastest-growing privately held company in South Carolina, #217 on the Inc. 5000 list last year, and the number one company on the Fast 50 list by the Charlotte Business Journal in December. These achievements validate that we are doing something right. Our focus remains on maintaining a talented workforce, high-quality equipment, and delivering exceptional service to our customers.
How does your organization prioritize information security in its document shredding and related services?
We specialize in shredding sensitive documents, but our services also extend to record storage, scanning, imaging, and cloud storage. Our focus is on comprehensive information security. As an organization, we are certified by the National Association for Information Destruction, which mandates background checks and random drug screenings for all our drivers. Personnel is crucial because, ultimately, it’s all about security. Our containers are designed to provide maximum security, and we ensure that the processing and transportation of documents, hard drives, or any other type of information are done securely. When it comes to document shredding, everything is shredded on-site before the truck even leaves the parking lot. This approach not only offers a heightened sense of security but also eliminates concerns about potential accidents on the interstate that could scatter hundreds of pounds of documents in neighboring areas.
How has the demand for your services evolved over the years?
When I started conducting market research back in 2016, the most common question was, “When will this paperless society actually happen?” Despite hearing about it since the 90s, the use of paper has only increased. Even though there may be generational changes in the future, for now, everyone in the workforce still hits print and stores documents in filing cabinets. The demand in the industry has been incredible. In just five years, we went from having one truck to 35, which is unprecedented growth. Our goal has always been to position ourselves as the most secure, dependable, and customer-focused option, surpassing the big box store competitors. To be honest, it’s relatively easy to outperform them because they have hundreds of thousands of customers while we have 15 or 20. Regarding demand, yes, the demand for our services continues to rise. I’m not sure if it’s because more paper is being produced or if it’s due to our growing reputation, but people want to do more business with us. To give you an idea, in the last three years, we submitted the Ink 5000 package. In 2018, our business volume was slightly over $600,000, whereas in 2022, it reached $13.5 million. This should give you a clear indication of the demand for our services.
To make our services more accessible, we partnered with local independent pack and ship stores across the country. If someone, like yourself, has a personal box of sensitive documents but doesn’t want to pay a minimum stop fee of $179 for a truck to come to their house, we have a solution. Not all pack and ship stores had shredding programs, so we established secure Google Bubbles at these stores nationwide. When individuals call us with a Walmart bag full of mail and sensitive documents they don’t want to throw away, we offer an alternative. Instead of sending a truck to their house, which would be costly, we direct them to the nearest pack and ship store that has our own bins in the back. These stores weigh the paper and charge a nominal fee, usually around $2 per pound or $1.50 per pound. For as little as $7, Shred America can securely shred their documents, even if they sit at the store for a couple of days before the truck arrives. We strive to think outside the box and provide everyone with the opportunity to dispose of their personal identifiable information securely. Cybercrime and identity theft are the fastest growing types of crime in the country, so it’s crucial to address these concerns.
As a Veteran-owned company, how does this influence your approach to customer service?
I never imagined being in my current position. After serving 11 years in the Marine Corps and experiencing different cultures and ways of life in 28 countries, I gained a strong sense of self-discipline and a mindset of refusing to lose. This mentality transitioned into our company culture, where having the right people in the right roles is crucial. A noteworthy example is our current COO, who started as a truck driver and has grown into a leadership role through coaching and learning. Now, at 30 years old, he leads our organization and was recently elected to the Board of Directors for our national trade organization. Our approach to leadership is not one-size-fits-all; we tailor it to each individual to achieve our organizational goals. Our company culture is focused on winning together, where everyone’s success is interconnected. Personally, I only receive payment through owner distributions, emphasizing the importance of the company’s overall success. This culture ensures that our customers can expect a certain level of excellence when working with us.
What is your vision for the Charlotte region in the next three to five years, and how does Shred America fit into that vision?
Looking at our exponential growth over the past five years, we have become the fastest growing privately held trading company in the country. Our initial goal of $10 million in revenue was surpassed in 2022, reaching $13.5 million. This achievement has shifted our perspective, prompting us to set new targets. We are now aiming to become a $100 million company and are in the process of planning the steps required to reach that milestone, including hiring the right people, expanding our workforce, and investing in necessary equipment. In the next three to five years, our focus is to approach the $50 million mark while maintaining our commitment to employee satisfaction and flexibility. Additionally, we are expanding our presence in the document storage industry, acquiring another warehouse and investing in scanning and imaging capabilities. Our vision extends to the hard drive and media destruction sector, where we anticipate growing demand. By dedicating resources to specialized trucks and equipment, we aim to meet the needs of clients who require secure disposal of sensitive information. Our success is attributed to our dedicated team, and we continue to prioritize the recruitment of quality individuals who align with our culture. Despite the rising cost of hiring, we are willing to take risks to ensure the growth and success of our organization, as we strive to become the leading information security company in the country.
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