Timpson: An Authentic Customer Experience with Soul

James Timpson is the Chief Executive of Timpson Group, a business which was founded 150 years ago making, selling and repairing shoes. Today Timpson has a network of shops across the UK and is much more than a cobbler. Their services also include cutting keys, phone repairs, engravings and repairing watches.

Timpson are committed to being a responsible organisation that acts with integrity in everything which they do.  They are accredited by the Fair Tax Mark who recognise that Timpson strive to pay their fair share of taxes at the right time and in the right place. Their team at The Timpson Foundation support the recruitment of those marginalised groups of society who are often passed by when companies seek new colleagues, for example ex-armed forces personel and those who have been in prison but who now wish to find secture employment.

The business is still fully owned by Chairman and Chief Executive John Timpson, who is well known for his unique business style which he calls ‘Upside-down Management’. In 2004 he was awarded the CBE in the Birthday Honours List for Services to the Retail Sector and in 2017 was knighted for his services to business and fostering.

Maria and I were honoured to be able to include an interview from John Timpson about upside-down management, his commonsense management philosophy which is based on ensuring that those who have the power to really make a difference to customers actually have the power to get on with their work and do that is which is necessary. Timpson are a company which truly trusts everyone who works for them and which gives them the freedom to do that which they think best for their customers. Continue reading “Timpson: An Authentic Customer Experience with Soul”