After a recent tour of Ames Linen Service, we joined company President Johanna Ames for lunch at a nearby restaurant in downtown Cortland, NY. As we dined on soup and sandwiches, I couldn’t help noticing how many people waved hello to Ames as they passed by. In fact, everyone, including the restaurant staff, seemed to know her.

OK, Cortland (population 19,000) is a small town in Upstate New York, and Ames is a fourth-generation business owner who’s well known here. But beyond just being a friendly presence, Ames is actively engaged in a variety of local civic affairs. “I do ...