The term coined by John Timpson to describe the approach he pioneered is ‘upside down management’. It might sound faddish, but is anything but.

Timpson believes it is the reason why his business is still thriving while rivals have fallen by the wayside.

There are only two rules for staff – look the part and put money in the till.

Staff have authority to vary how much they charge, and to spend up to £500 to rectify any problems that arise with customers. Key business information, such as the weekly takings detailed in the magazine, is shared.

In this fireside chat at Retail Week Live John Timpson explains the practicalities behind this approach and Timpson’s initiative for employing ex-offenders.

  • From Retail Week Live, March 2017