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When Clients Leave The Path

Just imagine you've created a new park in your neighbourhood. Criss-crossing the manicured lawns are a series of paths leading in all directions.

Shock, horror a week after the park's opening you see masses of visitors tramping all over the grass and ignoring the paths. This is such a common occurrence, landscape designers have coined the phrase 'desire lines' to describe the path people take when they don't want to follow yours.

In this little video, I explore an analogy with business and the actions clients or customers take.

Are you keeping an eye on desire lines and making the necessary adjustments?

Should you move the path, erect "don't walk here!" signs or change your procedures?