Timpson’s is a cobbler’s – a UK high street store mending shoes and cutting keys. Its culture is a bit different.
This recent offer is a good example.
John Timpson, the founder, established “upside-down management”. Every employee is empowered to serve the customer the way they see fit. Every employee can deal with a customer service issue by spending up to 500 pounds without asking anyone, and they can charge customers what they want – price list is a guide. The manager’s role is simple: hire more people who will thrive with that responsibility.
Everyone gets their birthday off, everyone gets free use of the company holiday homes.
He trains convicts in prison and gives them jobs when they come out. About 3% of his workforce are ex-offenders.