Building Enduring Client Loyalty: A Guide for Lawyers and Their Firms

Building Enduring Client Loyalty distills a host of best practices and insights that teach us that client loyalty is less about what clients give to us than what we give to them.

- Gary L Sasso, President and CEO, Carlton Fields

Building Enduring Client Loyalty reflects Susan’s considerable knowledge and experience, keen insight and deep legal industry connections. It is an easy-to-read, concise yet thorough and practical tutorial on a most important and timely subject for law firm leaders to understand and drive within their law firms in order to succeed and grow in today’s challenging and competitive legal marketplace.

- David Foltyn, Chair and Chief Executive Officer, Honigman LLP

This treatise by Susan Duncan, and her collaborators, is an exceptional in-depth and invaluable resource for general counsel, managing partners and their lieutenants in developing sustainable working relationships with their law firms, suppliers and clients. The timing of this publication could not have been better given the current environment. As Building Enduring Client Loyalty suggests, building strategic long-term relationships is the key to success. Everyone within the firm, including the senior partners and ‘rainmakers’, must put their self-interest aside and do what is in the best interest of their client and the firm. At DuPont, we emphasised the importance of investing in each other’s success, which this publication does so well.

- Thomas L Sager, former General Counsel DuPont and creator of the DuPont Legal Model

Susan Saltonstall Duncan is the undisputed master in capturing and articulating the keys to leadership in law firm/client relationship management. As someone who studied and coached firms on these issues long before others found it fashionable, she has both a long view and a wide lens on the law firm business model and what makes their client relationships successful. No one is better positioned to understand the realities of client loyalty and the relationship qualities that engender it (or diminish it). In this new book, readers will be privy to her treasure trove of strategic principles and practical tactics.

- Susan Hackett, CEO, Legal Executive Leadership, LLC, and former general counsel of the Association of Corporate Counsel (ACC – from 1989-2011) 

Enduring client relationships are the key to success for all law firms. Building Enduring Client Loyalty is full of practical insights for creating and maintaining these relationships. Lawyers looking to build their practices would do well to read this book.

- Tim Mohan, Chief Executive Partner, Chapman and Cutler LLP

Susan Saltonstall Duncan has always been a leader in our industry, guiding law firms and other service providers to understand and deliver on a true value proposition. This book brings together Susan’s counsel and leadership and, given the environment we are working in currently, her advice is even more relevant and needed. I highly recommend Building Enduring Client Loyalty to legal service providers in all industries.

- Lisa Damon, Partner, Seyfarth Shaw LLP