How Actions Define Culture: Building a Business Culture That Lasts in Pakistan

Giving free coffee to employees, installing a pool table in the break room, organizing quarterly dinners, or setting up a picnic program—do you really think that’s culture? You are absolutely wrong.

Culture is not about perks or superficial benefits; it’s about what you do every day, how decisions are made, and what behaviors are rewarded or discouraged.

A strong culture should meet the following criteria:

• It must be memorable – Employees should easily recall what the culture stands for.
• It must raise the question “Why?” – It should make people think about its deeper purpose.
• Its cultural impact must be straightforward – The values should be clear and actionable.
• People must encounter the rule almost daily – It should be reinforced through regular experiences.

Culture Is What You Do, Not What You Say

Every organization has a culture—either by design or by default. The key question is: does your culture align with your goals?

Companies often craft values but fail to reflect them in practice. For instance, if a Pakistani company claims to value employee well-being but expects employees to work late without compensation, the actual culture reflects exploitation, not care.

Some companies talk about employee well-being but have only provided an IPD insurance card to employees just to fulfill their responsibilities. They don’t bother with preventive care or addressing the actual needs of employees, such as OPD support or mental health services. This shows that they are taking employees for granted, especially during times when support is truly needed

To build a strong culture, leaders must lead by example. If you want a culture of accountability, be accountable first. If you want collaboration, practice teamwork. Employees follow what you do, not what you say.

Lessons from History and Modern Businesses: Culture in Action

Throughout history, great leaders have shaped cultures through their actions. Quaid-e-Azam Muhammad Ali Jinnah, the founder of Pakistan, didn’t just talk about unity, faith, and discipline—he embodied them. His commitment created a culture of resilience that remains relevant today.

In the corporate world, Engro Corporation showcases how actions define culture. Engro invests in sustainability and community development—not just as rhetoric, but through tangible initiatives like renewable energy projects and the Engro Foundation. This commitment has strengthened its reputation and long-term success.

Similarly, Jazz Telecom fosters a culture of innovation and inclusivity by promoting diversity and investing in digital transformation. Initiatives like JazzCash have revolutionized financial inclusion in Pakistan, aligning actions with cultural values.

On an international level, companies like Netflix have defined their culture through radical transparency and trust. Their “Freedom & Responsibility” philosophy ensures employees are empowered to make decisions, fostering a high-performance culture. Similarly, Toyota’s “Kaizen” (continuous improvement) culture has made it a global leader in quality and efficiency by consistently reinforcing small, incremental improvements across all levels.

Designing a Culture That Works in Pakistan

Creating a strong culture requires intentionality, especially in Pakistan, where traditions and societal norms play a significant role. Here’s how businesses can shape an effective culture:

1. Be Clear About Your Cultural Priorities

Identify and enforce key behaviors that align with your company’s values. If integrity is a priority, reward ethical practices and penalize misconduct. Habib Bank Limited (HBL) emphasizes integrity and customer-centricity, helping it maintain its leadership position.

2. Align Actions with Goals

Ensure that every decision reinforces your desired culture. If transparency is a value, be open about decision-making. PTCL has worked to rebuild trust by improving customer service transparency and addressing complaints.

3. Adapt to Change

Culture must evolve with business needs. During COVID-19, Nishat Mills and many other implemented remote work policies, reinforcing a culture of care and flexibility.

4. Address Cultural Challenges Head-On

Organizations often face resistance to change or internal conflicts. Addressing these challenges directly can reinforce cultural values. Lucky Cement promotes sustainability by educating employees and actively investing in green initiatives.

Leadership’s Role in Shaping Culture

Leaders are the architects of organizational culture. If you want a culture of trust, be trustworthy. If you want innovation, encourage experimentation and tolerate failure. In Pakistan, where hierarchical structures are common, fostering collaboration requires extra effort. Arif Habib Group has built a meritocratic culture, promoting employees based on performance rather than seniority.

Internationally, Google has built a culture of innovation by encouraging employees to dedicate 20% of their time to passion projects, leading to groundbreaking products like Gmail and Google Maps. This culture of experimentation and creativity fuels continuous progress.

A Practical Framework for Building Culture

For leaders looking to create a lasting culture, here’s a structured approach:

1. Define Core Values – Identify values that genuinely reflect your mission. If innovation is key, encourage risk-taking.
2. Lead by Example – Actions matter more than words. If collaboration is a priority, demonstrate teamwork daily.
3. Empower Employees – A strong culture isn’t built on perks alone but on how employees feel. Trust them with autonomy and recognize contributions.
4. Promote Leadership at All Levels – Culture strengthens when employees are given leadership opportunities and growth pathways.
5. Communicate Consistently – Reinforce cultural priorities with real-life stories and examples.
6. Measure and Adjust – Regularly assess cultural alignment through surveys and feedback, making adjustments when necessary.

The Impact of Culture on Success in Pakistan

A strong culture drives long-term success. It attracts top talent, fosters innovation, and creates a motivated workforce.

For example, Khaadi has built a culture of creativity and customer focus, making it a household name. Servis Industries emphasizes quality and reliability, maintaining its market leadership in footwear manufacturing.

Globally, companies like Apple have maintained a culture of design excellence and customer obsession, making them one of the most valuable brands in the world. Similarly, Airbnb has created a culture of belonging by emphasizing community and trust, which resonates with its customers and employees alike.

MentorHealth Guiding Principles: A Culture of Impact, Innovation, and Growth

At Mentor Health , we're driven by a shared passion for revolutionizing healthcare access and affordability.

Our Guiding Principles define our culture, shape how we work together, and guide our decisions as we strive to achieve our mission.

These principles are a living document, reviewed and updated regularly to reflect our evolving culture and values.

1. Customer-Centricity:

Our customers are our North Star. We champion accessible and affordable healthcare, striving to exceed expectations by deeply understanding their needs. We put this into action by actively listening to customer feedback, incorporating it into product development, and empowering employees to go the extra mile.

2. High-Performance Teams:

We build teams of A-players in health fintech, investing in their growth and empowering them to make a difference. We value impact over activity and reward top performers with top compensation. We are all lifelong learners, and we invest in our people's continuous growth and development.

3. Empowered Ownership & Flexibility:

We trust our team to make smart decisions and manage their time effectively. Context, not control, drives our work. Results matter more than face time, encouraging flexible work arrangements where feasible and productive. We own our approach to tasks, provided we meet objectives and stakeholder satisfaction. Mistakes are learning opportunities. With great freedom comes great responsibility.

4. Radically Candid Feedback:

Honest feedback is essential for growth. We give feedback early and often, delivering it with empathy and respect. Feedback is a gift, used to continuously improve. We operate with transparency, trust, and mutual respect.

5. Innovation and Agility:

We embrace change and disruption, operating in a fast-paced environment. We take calculated risks and experiment, learning from mistakes. Speed and efficiency are crucial, and continuous learning is our competitive edge.

6. Transparent and Open Communication:

We believe in open-book management, sharing relevant company information. Communication is key, and we value diverse perspectives. We communicate effectively and respectfully.

7. Performance-Driven Growth & Recognition:

Results speak louder than tenure. Growth is based on performance, not length of service. Sales are the engine of our growth, and achieving sales targets is critical. If sales targets are not met, activity metrics become key performance indicators. Loyalty is valued, but performance is paramount. We provide regular feedback and coaching to support growth. We celebrate successes.

8. Data-Driven Decision Making:

We trust the data. Decisions are based on data and insights. We measure what matters, using metrics to track progress.

9. Collaboration and Teamwork:

We're stronger together. Collaboration and teamwork are essential. We value diverse perspectives and work together to solve problems.

10. Ethical and Compliant Operations:

Integrity is non-negotiable. We adhere to the highest ethical standards. We prioritize compliance and security, protecting sensitive data.

11. Passion and Purpose:

We're passionate about making a difference in healthcare. We believe in our mission and are driven to make a positive impact.

12. Employee Ownership (ESOP):

We believe in sharing our success with those who make it happen. We are opening an ESOP program soon, offering our employees the opportunity to become shareholders and true partners in MentorHealth's long-term growth. ESOP grants will be awarded based on performance over time. While employees may have the option to purchase shares, earning them through outstanding contributions will be a key component of the program. Whether you own one share or thousands, you are a valued partner in our journey.

These principles are more than just words; they are the foundation of our culture at MentorHealth. We are committed to living these principles every day, building a company that is both successful and impactful, improving health outcomes, and creating a positive, inclusive, and rewarding environment for all.

Final Thoughts: Culture is a Daily Commitment

Culture cannot be outsourced—it must be actively shaped through daily decisions. In Pakistan, where values like respect, community, and resilience are deeply rooted, aligning business actions with these principles creates lasting impact.

What you do is who you are. Whether leading a small business or a large corporation, your actions define your culture—and ultimately, your success.

By focusing on intentional, consistent, and value-driven actions, Pakistani businesses can cultivate cultures that inspire, empower, and sustain long-term growth.

At the heart of every great organization is a culture that breathes purpose, integrity, and care. When businesses commit to fostering a meaningful and authentic culture, they don't just achieve success—they create lasting legacies that uplift employees, customers, and communities alike.