How do you measure a business’s success? For James Timpson, CEO of the Timpson’s Group, it comes down to two things: the satisfaction of its staff, and what it gives back to society.

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His employees only have to “put money in the till and look the part”; for the rest, they have complete authority to do whatever they think is right to offer a quality service to customers. This “upsidedown” style of management doesn’t mean the business is not profitable quite the opposite, in fact.

In this episode of Ways to Change the World, the boss of the shoerepair, keycutting and drycleaning group tells Krishnan GuruMurthy the secrets behind his unconventional leadership style and why fostering a culture of kindness, giving exprisoners a second chance and cultivating a happy workforce are key to Timpson’s ethos.

Produced by Silvia Maresca.


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