Throughout the planning process, every promise was kept, every interaction was courteous, and we felt we were working with people who wanted our celebration to succeed as much as we did.The experience remained just as positive on the day of the event itself. Not the culture described in an employee handbook or displayed on a wall, but the culture revealed by what employees believed they were permitted to do. In one organisation, information belonged to particular people and decisions waited for particular people.The customer had to move through the organisation’s structure.