Page 193 - The McKinsey Mind

07 (159-172) chapter 7 1/29/02 4:51 PM Page 168

168 The McKinsey Mind

consideration of the client to the full team member view of the
client? Strive not to report or deliver to them but to jointly create
with them.

EXERCISES
• Create a client development plan. Think of your most
important client. How involved is this client in the design
and/or delivery of your product or service? Think cre-
atively about any opportunities that exist where the client
can actually come into your organization to assist in the
process. Be radical. Before you send an invitation, however,
make sure that you can articulate anticipated benefit of
their involvement (for you and the client).

RETAINING CLIENTS

The final section of this chapter is dedicated to finding ways to
keep your client for the long term. This has become a mainstay of
the McKinsey strategy as the Firm focuses on developing deep rela-
tionships with the key players at the Fortune 100 companies and
megacorporations around the world.

THE McKINSEY WAY
The McKinsey client model is relationship driven and the key to
retention is ultimately meeting and exceeding client expectations.
Let’s review how they do it.
Be rigorous about implementation. This lesson took McKinsey
quite a while to fully understand and implement. For a long time,