It’s another snowy morning here in Cazenovia, New York. One of those days when I’m reminded that I should have serviced my snowblower back when it was 70 degrees and sunny. Yes, I’ve lived here for 20 years. Yes, I know it snows in December. And yet, every so often, I find myself just not prepared.
Not that I lack the tools. I have shovels, a little tractor, and a snowblower, but yesterday, when I went to hook up the snowblower, I noticed a hydraulic leak. For those unfamiliar, hydraulics are what make the snowblower move on the tractor. Without them, you’re out of luck. Now, I probably could’ve pushed through since the leak wasn’t too bad, but it wouldn’t have been long before I’d be dripping hydraulic fluid all over the neighborhood—a poor way to repay my neighbors for clearing their driveways.
So, I called a friend for help. Together, we removed the hoses, and I headed to the local tractor store to get new ones made. It’s a place I’ve been going to for years, but as I walked in the door, something felt off. The culture had changed.
The company had been bought out by a larger corporation. Not necessarily good or bad, just different. The shift in culture was palpable. When I walked in, two gentlemen were behind the counter. I made eye contact with both, but neither greeted me. No “Hello” or “How can I help you?” I walked 30 or 40 feet to the counter before they even acknowledged me. When I explained what I needed, they quietly set to work. They got the job done—no complaints there—but the interaction was... flat. Functional, but uninspired.
It wasn’t always this way. I remember when walking into that store felt welcoming. Someone would greet you with a smile, and by the time you reached the counter, you were already engaged in conversation. Today, the service was fine—nothing wrong with it—but it lacked the warmth, the connection, the culture that once made it exceptional.
This experience got me thinking about a recent presentation I gave on leadership and culture. We talked about how culture in an organization isn’t just important; it’s everything. Culture is one of those things that’s hard to define but easy to feel. It’s in the attitude, the effort, the way people engage with each other. Make no mistake, culture starts with leadership. Leaders set the tone. They establish the norms. They create the environment where culture thrives—or where it withers.
When I left the store, I found myself wondering: if I had another place to get those hoses, would I go there next time? Not because the service was bad or the prices unfair. They weren’t. But because the experience was just okay. Maybe sometimes okay is good enough, but most of the time, I want more. I want to leave thinking, “That went great. I got everything I needed, and I enjoyed the process.” Not, “It was fine, I think they got it right.”
Culture is what makes the difference. It’s what makes a business memorable. It’s what keeps customers coming back—not just for the products or services, but for the experience. The thing about culture is that it’s felt in every interaction. It’s how you’re greeted, how you’re treated, and how people make you feel. As I’ve written about before, how we make people feel is what they remember.
So, here’s my takeaway for today: culture matters. It matters in business. It matters in life. It’s built on attitude, effort, and perspective. And it’s something we should all think about—whether we’re running a business, leading a team, or just trying to make someone’s day a little better.
Take a moment to reflect. How does the culture of your workplace feel? How do you make people feel when they walk through your doors? Because at the end of the day, culture isn’t just a nice-to-have. It’s the difference between okay and exceptional.
Mark J Modzeleski, CFS, CLTC, AIF
President, Legacy Wealth Advisors of NY