Episode Summary:

In this episode of Built With Purpose, host Chris Fay sits down with Ryan Suydam, co-founder of Client Savvy and now CX Architect at ClearlyRated, and Tim Asimos, Head of Growth at Client Savvy, to unpack how listening, empathy, and purposeful leadership can transform client relationships and fuel organizational growth. From Ryan’s journey starting in architecture to building one of the leading client experience platforms in professional services, to Tim’s perspective on evolving an industry still catching up on CX adoption, the conversation dives into the strategies, stories, and mindsets shaping the future of client-centric firms.

The discussion highlights the recent acquisition of Client Savvy by ClearlyRated, how intentional feedback loops can turn “you sucked” into long-term growth, and why empathy and steadfastness matter as much as strategy in building resilient companies. If you’re a leader in AEC or professional services, or simply want to better understand how purpose and process create thriving businesses, this episode is a masterclass.

Key Takeaways:

• Listening is the foundation of client experience, and of trust.

• Client feedback must be gathered throughout the project lifecycle, not just at the end.

• CX programs transform culture when tied to measurement, accountability, and follow-up.

• Technology enhances relationships when it empowers empathy and responsiveness.

• The AEC industry is behind in CX adoption, offering huge opportunity for early movers.

• Proactive feedback can reveal hidden issues and unlock growth opportunities.

• Leaders must create rhythms of listening, coaching, and communication to embed CX.

• Partnership with ClearlyRated expands reach, resources, and innovation potential.

• Empathy and steadfastness are leadership traits that anchor purpose.

• Building with purpose means aligning vision, people, and process to create lasting impact.

Episode Summary:

In this first Between the Builds segment, host Chris Fay reflects on key lessons from his conversation with Chad Cousins, CEO of McMillan Pazdan Smith Architecture, and shares his own insights from stepping into leadership roles. Chris explores the critical moments of transition—how new leaders can honor legacy while steering toward innovation, why first impressions shape long-term trust, and how a simple 100-day plan can set the foundation for success. With practical advice drawn from personal experience and leadership best practices, this episode is a roadmap for anyone navigating a new role—whether leading a company, a team, or a community effort.

Key Takeaways:

• The first 100 days in leadership set the tone, plan with intention and clarity.

• Listening before leading builds trust and uncovers the real priorities.

• One-on-one conversations are a powerful tool for breaking down communication barriers.

• Leaders gain momentum by focusing on a few high-impact actions, not trying to solve everything at once.

• Balancing respect for legacy with the courage to innovate ensures sustainable growth.

• Early wins create buy-in, energy, and alignment across the organization.

• Servant leadership starts with humility, curiosity, and clear communication.

Check out The ONE Thing: The Surprisingly Simple Truth About Extraordinary Results: https://www.amazon.com/ONE-Thing-Surprisingly-Extraordinary-Results/dp/1885167776

SUMMARY:

In this kickoff episode of Built With Purpose, host Chris Fay sits down with Chad Cousins, CEO of McMillan Pazdan Smith Architecture, to explore how purposeful leadership can transform an organization from a respected regional firm into a high-impact, growth-oriented platform. Chad shares his unconventional path from the tech and consulting world to leading a design firm, the strategic decisions that fueled their reinvention, and how a deeply rooted sense of purpose continues to guide their vision. From servant leadership and culture-building to scaling through reinvestment and strategic partnerships, this episode offers a masterclass in leading with intention while building teams, companies, and communities that last.

TAKEAWAYS:

• Purpose is the foundation for sustainable growth and team alignment.
• Transitioning from a founder-led to a scalable firm requires trust, structure, and vision.
• Reinvestment in people and systems is key to long-term enterprise value.
• Culture must evolve without being diluted—communication is the glue.
• Growth is not just about revenue, but about opportunity, innovation, and impact.
• A “puppy with big paws” mindset keeps organizations agile and ambitious.

Built With Purpose is the new podcast for the leaders shaping the built world. Those rethinking how we design, manufacture, construct, and innovate. The first episode launches on September 2nd! Follow us so you don’t miss out.