069: Calvin Williams’ Service Delivery Process

Calvin Williams, Jr. is on a mission. He believes wealth management services should be accessible to everyone, not just the uber-rich. As such, he started Freeman Capital – an award-winning FinTech company with rapid expansion goals and high visibility. In this episode, Calvin details the service delivery process he implements to maintain a positive customer experience while managing a 100% remote team. He also shares the different technologies he leverages to keep it all together.

Special Guest: Calvin Williams, Jr., Founder & CEO – Freeman Capital

Location: Charlotte, NC USA

Air Date: November 3, 2019

Resources

Behind the Façade: How to Structure Company Operations for Sustainable Success: book by Alicia Butler Pierre.Ch.6 features the service delivery blueprint Calvin referenced during the interview.
Building a StoryBrand: Clarify Your Message So Customers Will Listen: book by Donald Miller.
Secret Service: Hidden Systems that Deliver Unforgettable Customer Service: book by John R. DiJulius III
Trello: a visual, kanban-style project management tool that facilitates task tracking.
Slack: an app that facilitates real-time/on-the-go communication and efficient teamwork; particularly useful for remote teams.
Zoom: a web-based tool that offers audio and video recording of webinars, conference calls, presentations, meetings and more. Also includes screen sharing for enhanced collaboration.
MS Excel: design and track the stages of your service delivery process with a spreadsheet.
Google Sheets: collaborate in real-time on the progress of your service delivery process.
Zapier: a middleware tool that connects your apps and software so that data connects and flows as seamlessly as possible to enhance process productivity and efficiency.
Loom: video recording software that can bring your whiteboarding or other demonstrations to life with your virtual team.