Never Say Sell. Tom McMakin

      211  218

      212  219

      213  220

      214  221

      215 222

      216  223

      217 224

      218  225

      219  226

      220  227

      221  228

      222  229

      223 230

      224 231

      225 232

      226 233

      227 234

      228 235

      229 236

      230 237

      231 238

      232 239

      233 240

      234 241

      235 242

      236  243

NEVER SAY SELL

      How the World's Best Consulting and Professional Services Firms Expand Client Relationships

       TOM McMAKIN

       JACOB PARKS

Copyright © 2021 by Tom McMakin and Jacob Parks. All rights reserved.

      Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

      Published simultaneously in Canada.

      No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, [phone], fax [phone], or on the Web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, [phone], fax [phone], or online at http://www.wiley.com/go/permissions.

      Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages.

      For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at [phone], outside the United States at [phone] or fax [phone].

      Wiley publishes in a variety of print and electronic formats and by print-on-demand. Some material included with standard print versions of this book may not be included in e-books or in print-on-demand. If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at http://booksupport.wiley.com. For more information about Wiley products, visit www.wiley.com.

       Library of Congress Cataloging-in-Publication Data is Available

      ISBN 9781119683780 (Hardcover)

      ISBN 9781119684169 (ePDF)

      ISBN 9781119683803 (ePub)

      Cover Design: Wiley

      Author Photos: Carlie Auger

Tom dedicates this book to his parents, Dave and Jackie.Thank you for everything.

       Jacob dedicates this book to his wife, Amy, who displays courage, grace, and kindness in the face of arduous challenges.

Foreword

      A Place in Time

      Outside, a new day dawns in the east, the sky daubed with great washes of purple and orange. It is May 1st, and today is the day our manuscript is due. We are just putting our final touches on the draft, numbering pages, and adding in the endnotes as puffed-up robins strut through the newly green grass.

      Yet on what should be a day of celebration, we feel somewhat melancholy; the moment is stained by the COVID-19 pandemic that hangs over the world like a shroud.

      We don't have to tell you – the news washes over us every day in unrelenting waves from all corners. Healthcare workers are overtaxed. There's not enough personal protective equipment. There's more death. It is a sobering time – a time when all of us have our heads down and are just a little more focused on our work, if we are lucky enough to be decamped at our kitchen tables taking Zoom calls.

      It is against this backdrop that this project has taken on a fresh urgency for us. During a time when our institutions and mores are being stressed, we need the help of smart people to navigate through and beyond our current raft of challenges. To us, this is the essence of why we have written this book – to help all of us build more durable bridges between our experience and insight and the challenges that this expertise can help.

      Although we're not on the front lines with the nurses in Queens or the ER doctors in Kirkland, we should still be asking ourselves each day, “How can we help?” As experts of all different stripes, there is a need for the solutions we offer; the world needs all of us to lean in more.

      We hope you find this book useful – not only to help build back any prosperity you may have lost in this crisis, but, more importantly, to think anew about how your unique background, skillset, and wisdom can help your clients architect a brighter future for their communities and their customers.

      Thanks for picking up this book. Stay safe.

      Tom and Jacob

Why We Never Say Sell

      Walt Shill looked around the room at his client team. He had gathered them from far reaches of the globe to review Accenture's previous year's work with a major client with an eye for how they might increase their mandate over the next year. As they reviewed the different elements of the business that could benefit from Accenture's skillset, a handful of suggestions were made by team members with a deep understanding of this client's business model (supply chain optimization, back-office centralization, and a new technology for budgeting, to name a few) when, abruptly, the brainstorming was interrupted by one member of the team who said, “What