The One Thing You’re Getting Wrong About Culture (And It’s Killing Your Business)

Let’s be brutally honest: culture is not about free snacks and cool team days out.

That’s the distraction, not the solution.

Let’s be brutally honest: culture is not about free snacks and cool team days out. That’s the distraction, not the solution.

Your culture is everything. If your team isn’t feeling valued, respected, or supported, you’re going to lose them. And when you lose your people, you lose your customers, your reputation, and ultimately, your business.

Nick Court , CEO of The People Experience Hub , dropped a truth bomb that should shake you to your core:

"If your people don’t feel like they can be their true selves at work, they’re nine times more likely to disengage."

Nine. Times. Nine times more likely to check out – and trust us, that’s not a good position to be in.

Here’s the kicker: line managers are the ones who make or break your culture. If your team doesn’t feel respected by their manager – whether they’re dealing with demanding guests or caring for vulnerable people – they’re 3.8 times more likely to leave.

Those managers aren’t just leading people; they’re the gatekeepers to your team’s loyalty and success. Neglect them, and you’re doomed.

So, what does it take to get culture right in operational settings?

Simple: it’s about creating a killer environment where people can thrive, grow, and make an impact – every single day. Forget the perks. Forget the gimmicks. Get back to the basics that actually drive results:

1. The environment – Is your leadership creating a space where people feel empowered and respected? That’s on you.
2. The experience – Every team member’s experience is unique, but the goal is the same: Make them feel supported and ready to perform. If they’re not engaged, your customers or guests will feel it.
3. The outcomes – Engagement, retention, and motivation – those are the results that matter. A healthy culture = a high-performing team. And a high-performing team means satisfied guests, happy clients, and your business thriving.

Here’s the truth: culture is not a ‘nice to have’ – it’s your foundation.

If you get culture right, your people will stay longer, work harder, and care more. And when your people care, your customers do too.

Ready to fix it? Don’t make the mistake of thinking culture doesn’t need work. You don’t need a huge budget – you need the right mindset. Start focusing on real outcomes, not the shiny distractions. So, ask yourself:

What kind of culture do you really have? The one you say you have, or the one that your people actually experience every day?

If you’re still not sure, we can help. At Purple Story, we’ve got the tools, expertise, and strategy to make sure your culture is driving results. We know operational businesses, and we know how to make your team thrive.

Ready to build a culture that actually works? Let’s talk.

DM Lynda Merryweather or email lynda@purplestory.co.uk for an informal chat about how we can help.

To get more mic-drop worthy insights on culture from Nick Court check out The People Experience Hub 's latest report, The Drivers of Engagement and Wellbeing at Work, which explores the drivers of engagement and wellbeing at work.