One of the best pieces of advice I received early in my career was from a brilliant boss who always said: “Never Walk past a standard.”
At the time, I was a catering manager, and this principle shaped how I viewed service, attention to detail, and continuous improvement. Over the years, it has become a guiding philosophy in how we deliver The Creation Station brand promise- to inspire imagination and nurture potential.
It’s a mindset that can transform any business.
When you develop the habit of walking the customer’s path, alone or even better with a team member, you start to notice the details that might otherwise be overlooked.
As a catering manager, these are the things we used to see on the customer journey walk:
Menus being up to date; Counters being spotless; Tables cleared promptly; Sufficient change in the till and Napkins fully stocked.
All these are small, easy to do things, but together, they have a significant impact.
Equally, when these small things are missed, they can also have a significant impact and not in the way you want!
But here’s the thing—when you involve different people in this process, you see different things.
Sometimes, when you’re too close to something, it’s hard to step outside of your perspective. By bringing in fresh eyes—whether it’s a colleague, team member, or even a customer—you gain insights you might have missed.
The power of 1% improvements
Innovation generally doesn’t always come from big, bold leaps. More often than not, the most effective changes come from consistent, small improvements. This idea, sometimes referred to as the 1% improvement rule, is a game-changer for anyone, from a personal development point of view, career or business.
In The Creation Station, we’ve built our business by making these small yet impactful changes. What started as creative workshops for children and preschoolers has evolved in response to customer needs and feedback. Today, we run: Children’s Parties; Creative event entertainment; Adult workshops; Activities in care homes and Brand partnerships.
Each of these new services developed from consistently listening, reviewing, and making small but meaningful improvements.
Creating a culture of continuous improvement
Being consistent in reviewing your business and having the confidence to say, “Is this still working for us” and “How could we make this better” is what drives long-term success.
Sometimes, innovation is as simple as:
- Tweaking an email footer to make your messaging clearer
- Changing the background on a Zoom call to create a more professional image
- Updating a proposal format to make it more engaging for potential clients
- Recognising that your proposal may be read on a phone and designing it for users’ needs
- None of these changes may seem groundbreaking on their own, but over time, they build up to create a significantly improved business
Five ways to make consistent improvements in your business
If you want to create a culture of ongoing innovation, here are five practical steps you can take:
Take the customer journey yourself
- Put yourself in your customer’s shoes and go through their experience step by step. Whether it’s visiting your website, booking a service, or attending an event, look for areas that feel clunky or confusing. Often, the biggest insights come from experiencing things first-hand
Ask, “What’s one thing we could improve?”
- One of the easiest ways to drive small improvements is simply by asking. Whether it’s a customer, a team member, or even a supplier, ask: “What’s one thing we could do to make your experience better?” The answers might surprise you and lead to small but powerful refinements
Bring in different perspectives
- When you involve different people in reviewing processes, you gain fresh insights. A team member in a different role might notice an inefficiency you’ve overlooked. A customer might point out something you assumed was fine. Be open to feedback and encourage others to share their perspectives
Make reviewing a habit
- Consistently reviewing your business prevents complacency. Whether it’s a weekly check-in, a quarterly audit, or a team brainstorming session, build time into your routine to look for small but meaningful changes that can make a difference
Don’t be afraid to change what’s not working
- Sometimes, we hold onto processes or designs just because they’ve always been there. But if something isn’t quite hitting the spot, don’t be afraid to tweak, adjust, or completely revamp it. Small refinements can lead to big improvements over time
The key to long-term success isn’t just about bold innovation; it’s about a culture of being consistently better. Small changes, made regularly, can lead to big results.
So next time you notice something that could be improved—whether it’s the wording of an email, the flow of a customer experience, or even just the way a space is set up—take action.
And most importantly, never walk past a standard.
