FBL guest lecture - Upside Down Management - John Timpson

John Timpson CBE, owner of Timpson’s Shoe Repairs and other UK-based, multi-million pound businesses, discusses ‘upside down management’ at a free talk organised by Leeds Beckett University and the Association of Chartered Certified Accountants (ACCA).The event took place on Tuesday 12 April at the University’s Rose Bowl, City Campus.
As the UKs leading retail service provider of shoe and watch repairs, key cutting, engraving and specialist locksmith services, John credits Timpson’s success to ‘upside down management’, a business philosophy that gives employees complete autonomy to deliver great customer service. John explains: “Through our unique approach we give our colleagues total authority to do whatever they can to amaze our customers. If we make a mistake, then we can put it right there and then without the need to speak with a manager. We trust our colleagues to run our business as they see fit.