SENSITIVITY TO CUSTOMER NEEDS: An architect built a cluster of office buildings around a central green. When construction was complete and the buildings were occupied, the landscaping crew asked him where he wanted the sidewalks. The architect knew a winter storm was approaching and asked the landscapers to wait a while. As he expected, the winter storm left a blanket of snow. People walking between the buildings left easily discernible trails. The architect then had the landscapers mark the most frequently used trails. These paths were then paved. Not only did the paths have a nice design that flowed in easy curves, but the paths accommodated the users needs in a most functional way.