Management Today - Spring 2016 - 59


PROFILES
manufacturers that sell guarantee cost long-term maintenance agreements," Schuster explains. "We consolidate maintenance contracts, save our clients 15 to 30 percent, and when
the equipment breaks we dispatch the appropriate vendor to
deliver the necessary maintenance services. The OEM service
provider invoices us and we take care of the entire process."
Building Trust
When an organization chooses Remi over an OEM, the
company recognizes that building trust among these
early adopters of its business model is vital. "We focus on
customer service from the first time equipment breaks and
every time thereafter," Schuster says. "We have to do everything right - dispatching the vendor, making sure the repair
is done appropriately and doing a good job to earn their
trust. Everyone you do business with has to start saying,
'This really does work.'"
Remi acknowledges it is a small company in a billion-dollar industry and up against strong competitors. Most organizations buy products from an OEM and because of that the
manufacturer usually has already gained their trust. Remi's
task is to emphasize the ease of use with its service and educate clients that its service works just as well as the OEM's
maintenance contract - and can save them money.
"We start building momentum with people's trust,"
Schuster adds. "We always start with skeptics and start
slow, but soon they see it does work just like we said it
would. When we get into an account and prove ourselves,
they will continue to do business with us for years."
Remi has found that treating OEMs with respect and
paying them fairly and quickly has been the best way to
build long-term relationships. "They might not love us,"
Schuster admits. "What you can do is be professional and
courteous. Many of the OEMs treat us like customers and a
few treat us like a mild annoyance. Every day we work hard
to do all the right things, treat them like the professionals
they are, follow their rules and pay them promptly."

regimen and sales philosophy. Our business is a hard sell
and technical sell. We spend a lot of money recruiting the
best and investing in them."
Remi offers competitive wages and attractive benefits
to retain its people. Schuster tries to create a positive and
safe work environment, as well as show how valued each
employee is to the team. "A lot of people who started with
me are still here," he adds. "They are the core of underwriting and pricing. We know it's very hard to replace the good
ones and we put a lot of effort into employee initiatives. We
were named one of the best places to work in Charlotte this
year based upon a process that included an independent
employee survey and we are very proud of that."
Moving forward, Remi will continue to focus on growth
through sales and marketing. "We have reinvested a great
deal into the company and spent a lot of money since 2012 in
sales and marketing," Schuster says. "We have a huge marketplace out there and there's only more technology coming
as we move into the future. We are quite excited about the
future of our company." mt

Investing in Talent
The uniqueness of Remi's business model requires the
company to spend a year training new employees, which is
why new hires are screened carefully for the position. "We
serve many different marketplaces and deal with many
different types of equipment and vendors. When we hire
salespeople we expect it will take a year for it to come together," Schuster explains. "There is quite a bit of in-house
training to get them up to speed on how everything works.
We believe in action selling so that's part of our training
SPRING 2016 MANAGEMENTTODAY-MAGAZINE.COM

59


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Table of Contents for the Digital Edition of Management Today - Spring 2016

Contents
Management Today - Spring 2016 - Cover1
Management Today - Spring 2016 - Cover2
Management Today - Spring 2016 - 1
Management Today - Spring 2016 - Contents
Management Today - Spring 2016 - 3
Management Today - Spring 2016 - 4
Management Today - Spring 2016 - 5
Management Today - Spring 2016 - 6
Management Today - Spring 2016 - 7
Management Today - Spring 2016 - 8
Management Today - Spring 2016 - 9
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Management Today - Spring 2016 - Cover3
Management Today - Spring 2016 - Cover4
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