Roy Richard’s Journey: From Reed Electric’s Owner to Spring Point Evangelist
For over two decades, Roy was a dedicated customer of Spring Point, even before he joined the team. As the owner of Reed Electric, a cornerstone of the rotating electrical apparatus repair industry since 1929, Roy spearheaded a period of remarkable growth starting in 2015. This expansion, fueled by strategic reinvestment, targeted sales, and a relentless focus on quality, also brought its challenges.
Overcoming Challenges at Reed Electric with QM Wizard
One significant hurdle Roy faced was the integration of a new generation of talented technicians as an experienced, aging workforce transitioned out. This period of rapid growth and workforce change led to a concerning spike in Reed Electric’s annual warranty rate, reaching 7.75%.
It was at this critical juncture that Roy discovered QM Wizard, Spring Point’s Quality Management tool. He recognized it as the perfect solution, offering built-in work instructions, standard operating procedures, and QA hold points that promised consistency and a drastic reduction in costly errors.
Under Roy’s leadership, Reed Electric fully implemented QM Wizard across both of its locations. While there was an initial learning curve, leading to a temporary dip in gross profit (GP%) from 43% to 41% in the first three months, Roy’s commitment to the system never wavered.
The results were transformative:
- Soaring Profitability: After just one year, Reed Electric’s average GP% soared to an unprecedented 47%, their highest ever.
- Enhanced Accuracy: QM Wizard’s step-by-step procedures led to more accurate quoting, identifying repair requirements upfront and reducing surprises.
- Standardized Excellence: The tool ensured consistent, high-quality work processes across both locations, regardless of the technician.
- Proactive Quality Control: QA hold points allowed for issues to be caught and corrected early, preventing costly rework.
The most dramatic impact was on the warranty rates. From that initial 7.75%, Reed Electric’s annual warranty rate plummeted to below 0.02% by year three under Roy’s tenure, a testament to QM Wizard’s effectiveness.
Beyond the numbers, Roy saw incredible efficiency gains on the shop floor. Technicians became more self-sufficient, with essential resources like AR 100 standards, bearing charts, and instructional videos embedded directly into their forms. Furthermore, QM Wizard revolutionized job reporting, automatically generating detailed reports for every job, ensuring consistent and thorough documentation for all customers.
Joining Spring Point: A Passion to Share Knowledge
Roy successfully sold Reed Electric at the end of 2021. However, his journey with QM Wizard had left a profound impact. His strong belief in Spring Point’s products and a desire to share his extensive knowledge with other shop owners led him to join the Spring Point team in late 2022.
Now, Roy brings his invaluable experience as a long-time customer and successful business owner to Spring Point, helping others achieve the same level of quality and efficiency that transformed Reed Electric. His story is a powerful example of how the right solution, combined with dedicated leadership, can truly revolutionize a business.
