How it all began

Remis began life in February 2013. Actually, it was incorporated in 2013, but that was just the year that the spark happened. We secured our first client in 2014.

The founder, Manoj Mistry had built a successful career in customer service for many years and had an instinct for figuring out what it was that delights customers. He had also worked for one of the big consulting firms in London during his formative years.

Having an insatiable passion for creating something innovative, unique and cool in the Customer Experience space (and being an ideas-man above all else), he decided it was time to create a consulting firm dedicated to that ideal. He saw two trends with organisations that wanted to make a real change in the way they engaged and delighted their customers and employed consultants to make that happen for them.

The first was that if you asked stakeholders what they wanted, they were more likely to ask, ‘What do you think we should want?’ The second was that these companies spent a huge amount of money bringing in big consulting firms, only to sit through hours of endless PowerPoint slides of prefabricated Target Operating Models which needed them to change their organisation to fit that model. When he did this for the first time, he noticed that his audience were not engaged with him. Some stared at the presentation, whilst others caught up with emails. There were very few questions or discussions; it was all focused on getting through the deck (some as long as 60-70 slides). And it struck him that there was no real engagement in the room for the majority of the valuable time he had with the client.

What he really wanted to do, was sit down with the client over a coffee and simply ask “What do you think is hurting your business?” He wanted to get into a real conversation about the things that really mattered to his client. Sure, they wanted to be better than their competitors where customer experience was concerned, but what else? Questions like “What worries you when you finish your day?”, “Which competitor really impresses you and why?”, “Do you think your direct reports are competent? How do you know?” and even “What’s going to get you promoted?” He knew that you don’t need PowerPoint to do that. You just need to understand how your client thinks and what he/she wants. And to do that, you let them talk. You listen to them and understand them.

That’s the start.

Those pesky TOMs

There’s nothing wrong with a Target Operating Model (TOM). It’s a great way of turning a strategy into a tangible way of working. But Manoj didn’t believe that moulding a client’s organisation into a tried and tested TOM was the right thing to do. That didn’t feel like ‘best practice’ to him. Every client’s business is unique, and every client wants to differentiate themselves in the market. Why then, would you ask the client to mould their organisation to a TOM that has been applied to other clients; perhaps a competitive client? How is that going to differentiate this client from the other?

If every client’s business is unique, then surely a TOM must be custom built for them and them alone. That seemed logical. You don’t mould an organisation to a pre-existing TOM, you create a TOM to the uniqueness of the organisation.This is where Remis consulting is different to most.

Aha!

So, Remis combines a different way of consulting with an insatiable passion for creating innovative, unique and cool ideas for Customer Experience, Contact Centre Transformation, CX Technology and Outsourcing Strategy. You can find more information on these disciplines by clicking on the 4 core services on the home page.

Your first contact with us, could very likely be our founder, Manoj Mistry (take a look at his bragging rights below). If you like what you hear and agree to our proposal, we will allocate some of the best Associates that it has been our pleasure to work with. And we only use Associates that we have worked with for many years; people we trust to be just as passionate and innovative as our founder.

We believe in the foundational principles of Empowerment, Accountability and Enforcement. And we have found, that if you get the first two right, you rarely have any need for the third. For that to work, you select only the best. You never compromise the hiring bar. We adopt this attitude at Remis, and we recommend it to our clients. If the pace of your business growth means that you need to compromise your hiring bar to get people in faster, then manage the pace of growth – don’t compromise the quality of people you bring into your organisation. That’s what we do…and we do it very well.

Come and talk to us

If you’re interested in talking to us, hit the Contact Us section above and let’s have that coffee, so you can tell us what you think is hurting your business. If you have the time to read a little more and want to know more about our founder, scroll down before you Contact Us. We look forward to hearing from you.

Our founder in his own words

When I first came out of University and started my first job, I worked very hard. That was the strong work ethic that has shaped my family for generations. But I was also naïve.

I worked very hard for 6 months and waited for the success to come. At that time, more money and a promotion! And when they didn’t come, I stopped working hard, because I didn’t feel that my hard work had been noticed. And when the frustration died, I started to work hard again for another 6 months and expected the promotion and the money and got frustrated when they didn’t come. And so on…

I came across a Manager who noticed this trend and he spent some time with me to explain the value of working hard, for the sake of working hard. He taught me that it is only when you work hard, every day, for your own satisfaction in achieving something for yourself, that success will come. That is, work hard so you can look in the mirror and know that you did something good or made a difference to a customer or a colleague. Not just for money or promotions, but just for the satisfaction of doing a honest day’s work.

I decided to listen to him and that is exactly what I did. After 8 months, I did get that promotion and more money. The Director of the company I worked with noticed what I was doing and sponsored my promotion.That life experience has remained with me ever since…and it’s been 27 years!

That is the work ethic you will find at Remis. It comes from a passion for doing something great, creating something meaningful for our clients and their customers. It goes above and beyond the granular activities that form the 4 core services that we provide. In everything we do, we want to have someone say “Wow! That is amazing.” Being able to create something that elicits that statement is what we live for.

Over the years, I have worked with some of the world’s most well known brands and advised the most notable consultancies. And in that time, putting those principles at the centre of everything I do is the key to my (and Remis’) success.

On our client’s page, you will see the brands that I (and Remis) have worked with over the years and I hope you will agree that the stature of those brands illustrate our success.

But there’s more to me than just work.

First in my life is my family. I live in the Midlands with my wife and daughter and spend most of my limited time away from work with them. I spent 4 years living and working in Canada and as a (nice) consequence of that, I became a huge fan of ice hockey – I am a die hard Toronto Maple Leafs fan. Since the age of 13, I have always wanted to be a writer and work on various pieces when I have the time. Most are unfinished and I like to think that this is just fodder for my retirement. I am a voracious reader and usually buy more books than I have time to read – more fodder I think! I love to travel and have been fortunate enough to be able to travel around the world for my work.The analytical aspects of my nature come in handy when I play poker. I am a keen tournament player and I truly love the game and play in UK tournaments from time to time. I have racked up a few very nice victories in the past 3 years.

Work Hard | Challenge When Needed | Create Something Amazing | Attract The Best

On our client’s page, you will see the brands that I (and Remis) have worked with over the years and I hope you will agree that the stature of those brands illustrate our success.

But there’s more to me than just work.

First in my life is my family. I live in the Midlands with my wife and daughter and spend most of my limited time away from work with them. I spent 4 years living and working in Canada and as a (nice) consequence of that, I became a huge fan of ice hockey – I am a die hard Toronto Maple Leafs fan. Since the age of 13, I have always wanted to be a writer and work on various pieces when I have the time. Most are unfinished and I like to think that this is just fodder for my retirement. I am a voracious reader and usually buy more books than I have time to read – more fodder I think! I love to travel and have been fortunate enough to be able to travel around the world for my work.The analytical aspects of my nature come in handy when I play poker. I am a keen tournament player and I truly love the game and play in UK tournaments from time to time. I have racked up a few very nice victories in the past 3 years.

Where do I see Remis going?

I firmly believe that the future of Remis is in working with clients to figure out the holistic nature of Customer Experience Strategy for their business. The infographic above gives you an idea of what we do. We hold to our core values; to be a partner to our clients and employ the best capabilities to deliver. We want to be trusted advisors; not just delivery partners. To do that, we strive to engage at the C-level. Buy in at the board means we can drive those decisions down to the rest of the organisation. That senior level sponsorship is very important, because the changes we advocate are significant to the way people have worked before. Their buy in is critical.
Our people are at the centre of everything we do. We allocate absolute experts that not only embody the principles we work by, but who are leading experts in their discipline. How do we know they are experts? We only allocate people who we have worked with before over many years and have succeeded with before. If we need to ramp up a team, we rely on the people we trust with our clients, to recommend people that they trust equally. An absolute commitment to quality is non-negotiable.

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