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.

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 “upside-down” 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 shoe-repair, key-cutting and dry-cleaning group tells Krishnan Guru-Murthy the secrets behind his unconventional leadership style and why fostering a culture of kindness, giving ex-prisoners a second chance and cultivating a happy workforce are key to Timpson’s ethos.

Produced by Silvia Maresca.

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