PSM: Professional Services Marketing

The Business of Client Experience with Tim Asimos

Client experience is more than good service. In this episode of the PSM Show, Damion Morris and Deirdre Booth talk with Tim Amos, CPSM and Head of Growth at Client Savvy, about how AEC firms can design and manage client experiences that create measurable business results. Tim shares his journey from in-house marketing to leading CX strategy and explains why repeat business does not always equal loyalty. He introduces practical ways to measure client sentiment, including Net Promoter Score and share of spend, and describes how firms can use feedback to inform go/no-go decisions, increase profitability, and strengthen retention. For marketers, this conversation shows how CX can open the door to leadership. Small wins such as mapping the proposal process or implementing a client feedback program can build momentum and demonstrate the connection between marketing strategy and firm performance. The discussion also highlights findings from the SMPS Foundation’s research on CX in the AEC industry. Listeners will gain a clear view of how intentional client experience shapes reputation, growth, and long-term success.

Strategic Planning That Works in AEC

In this episode of The PSM Show, co-host Damion Morris welcomes Allison Tivnon, strategic advisor, author, and City Councilor for Beaverton, Oregon. Allison has spent nearly two decades guiding AEC firms through the complexities of marketing, planning, and leadership. Damion and Allison explore why so many strategic plans lose momentum after the retreat and how to create alignment that lasts. They discuss the importance of involving marketing in the process, the role of a skilled facilitator, and how to make sure vision translates into action. Guest Bio: Allison Tivnon has dedicated her career to city and regional planning, partnering with municipalities, DOTs, and regional governments on behalf of urban planners, transportation engineers, economists, and policy analysts. She presents for SMPS, ACEC, and AGC, and is the author of Marketing at Low Tide: How to Recession-Proof Your Marketing Department. She also serves as a City Councilor for the City of Beaverton, Oregon. Learn more about Allison at AEC Pursuit Strategies or connect with her on LinkedIn.

Summer Re-Run: Interview Coaching

This week on the PSM Show, we’re bringing back one of our most impactful episodes while Deirdre and Damion are out at Amplify AEC. Whether you lead interview prep or support it behind the scenes, this episode offers a powerful mindset shift: coaching is not about directing or fixing. It’s about creating emotional safety and helping people shine under pressure. If you’ve ever coached a must-win team or sat through a feedback session that crushed more than it helped, this one’s for you.

Summer Re-Run Listener Favorite

Deirdre and Damion are both gearing up for SMPS Amplify, and with Damion serving as one of this year’s conference chairs, we’re giving them a little breathing room this week.   In the meantime, we’re bringing back a listener favorite: “Finding Your Why & Trusting the Process: Rethinking Goals.” Originally released in February, it’s one of our top-performing episodes—and for good reason.

What Your Website Says Without Saying It

Your firm’s site greets visitors long before a proposal or a handshake. In this episode of the PSM Show, co-hosts Damion Morris and Deirdre Booth sit down with content strategist and copywriter Ben Culbreath to unpack what your homepage is really saying—and why that message may be turning prospects or future hires away.   Ben shares field-tested ways to move a reader from “nice photos” to “let’s talk,” beginning with a simple litmus test—searching for the word you—and a copy layout known as the F pattern. He explains how clear headlines, client-focused language, and specific calls to action guide visitors through services, culture, and career paths without forcing them to hunt for key details.   The conversation covers: • Positioning your firm through story instead of slogans • Using client interviews to surface authentic phrases that spark attention • Showing the how behind your work to add value and context to price discussions • Turning the careers page into a true recruiting tool that filters fit and boosts retention • Fresh alternatives to the tired “contact us” button that invite low-pressure conversations   Whether your goal is stronger pursuit support, a more magnetic talent funnel, or copy that simply reads like a human wrote it, Ben’s advice will help your website start better conversations.   Listen now, then run his quick audits to spot exactly where small edits will create a major impact.