Susan Saltonstall Duncan
Founder & President
Susan began her career in the legal profession in 1980 and founded RainMaking Oasis in 2000. She has provided management consulting services and advice to more than 160 law firms, other professional service entities, associations and nearly one thousand individual professionals.
Susan is an expert in helping lawyers build long-term, deep and loyal relationships with their clients. Since a large proportion of a lawyer and law firm’s new business comes from highly satisfied clients, becoming a highly rated and valued, trusted advisor and a partner to clients is critical to a lawyer’s success. Through 1:1 coaching with partners, advice to leaders, management teams, key client teams understand and client and serve service the needs professionals, of clients. Susan provides consulting and develops strategies for individuals and teams to better understand and service the needs of the clients. Highly loyal and satisfied clients lead to higher profits and recurring revenue.
Susan is certified to use the Smart Collaboration Accelerator®, an assessment tool developed by Gardner and Company. She is author of Building Enduring Client Loyalty: A Guide for Lawyers and Their Firms, a book to be released in February 2021 by Globe Law and Business and has published book chapters on culture, leadership succession planning, successful rainmaking for women, executive presence for women and client relationship and development for new partners.
Susan works with firms, practice groups and individual professionals and:
- Designs and implements client service, client loyalty and value programs, key client team plans and conducts service feedback and needs assessment interviews with law firm clients
- Provides business development and leadership coaching to partners, practice group and firm leaders
- Develops practice and business development growth strategies and plans for firms, practice groups, industry groups and offices
- Provides consulting, training and coaching on collaboration and team-building
- Develops lateral integration strategies for firms and provide coaching to individual laterals
- Consults on firm values, vision and culture
- Provides partner succession planning and coaching
Susan has been an innovator in the profession having served as one of the first in-house professional development directors in the country in 1982, one of the first law firm marketing directors in 1984 and is a founding member of the Legal Marketing Association. In 2002, she launched a software version of her personal business development and coaching system called RainMinder® – “Mind your business, grow it every day.”
Prior to forming her first consulting business in 1987, Susan worked in two national law firms where she assisted in organizing efforts in client and practice development, communications and public relations, governance and planning, attorney recruitment, performance evaluation and training and paralegal management. From 2011 to 2012, Susan went back in-house and served as Global Chief Strategy and Development Officer of a 1,250 lawyer firm with 37 offices in 17 countries.
Susan was inducted as a Fellow in the College of Law Practice Management (COLPM) and into the Legal Marketing Association’s Hall of Fame. Her articles have been published in numerous national publications and for eight years she was the author of “Rainmaking” and “Fresh Out”, two quarterly columns for the ABA’s Law Practice magazine. Susan has presented to numerous organizations including the Association of Legal Administrators (ALA), Ark Group, NALP-PDI, the Legal Sales and Service Organization (LSSO), the Legal Marketing Association (LMA), the National Association for Law Placement (NALP), the American Bar Association (ABA), the College of Law Practice Management, state bar associations, the Society for CPAs, the American Marketing Association (AMA), the Practicing Law Institute (PU) and the Institute for CLE.
Susan received her bachelor’s degree, Phi Beta Kappa, from Trinity College in Connecticut and completed graduate courses at Harvard University and New York University.