The Missing Component of Culture: Mindset

Culture is often described as a combination of Values and Behaviors. While many organizations can easily define their Values and Behaviors, there is usually a missing component to bring these to life: Mindset.

Let’s break it down.

Values - Principles organization stands for, the guiding beliefs that shape its identity—things like integrity, customer focus, or innovation. They serve as the “Why?” behind what people do.

Behaviors - Tangible actions and patterns that align with those values. They are the “how”—how employees are expected to engage with each other, how they interact with customers, and how they make decisions.

While most Culture-centric organizations invest heavily in defining these values and behaviors, they often miss a critical component that determines whether these things will truly thrive: Mindset.

Yesterday, I went to the DMV to renew my driver’s license. It was interesting to see people dressed up, ready for their photo op, but what really caught my attention was the shift in their demeanor as they walked in. As soon as they walked through the front door, there was a clear expectation of poor service, and it showed on their faces—an experience most of us can relate to.

Now imagine if the DMV offered free drinks, set up a ping pong table, or held regular celebratory events. Would those perks change the fundamental customer experience? Probably not. It’s reminiscent of the sloths at the DMV in Zootopia—surface-level perks don't transform Cultures.

Here’s where Mindset comes in. Mindset is the internal belief system that fuels how people approach their work, how they view challenges, and how committed they are to embodying values and behaviors. It’s the difference between someone passively knowing the company’s Values, versus actively working every day to uphold them. Mindset is about having a willingness to put in the hard work, embrace accountability, and stay aligned with the organization’s Vision, Values and Behaviors, even when it’s tough.

Think about the service providers at the DMV: Do they know the values as their true north? Are they consistently practicing the behaviors expected of them? More importantly, do they have the mindset to take ownership of those Values and Behaviors every single day, in every interaction?

Without the right mindset, even the clearest Values and the most well-defined Behaviors will fall flat. Many companies get stuck in this loop—having beautifully crafted mission statements and behavioral guides, but lacking the internal drive and belief system that gets people to actually live them.

Mindset is what bridges that gap. It transforms values from words on a wall into lived experiences. It’s what makes culture real. Until organizations prioritize developing a mindset rooted in accountability, hard work, and alignment with their values, they’ll never fully realize their cultural vision.

Mindset is the missing link that makes culture come alive.