We kicked off this episode by diving into how Erik defines design, and how it may be different than how his team defines design. The first step is to find out how the customer designs their own business. Once Focus Lab understands how the client's business was designed, they can then 'design' a solution to meet their needs. They will even perform the DISC profile with their clients so that they can speak to the client in a way that they understand.Among other things, Erik also discusses how profit margins can suffer as a result of taking on more complex clients and sites, and so much more!