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James Timpson

KEYNOTE: Upside Down Managment

9.20-10.10, Tuesday 19 June 

 

 

james timpson

 

 

 James believes in 'upside down' management and an absolute focus on delivering customer service. Working initially as a branch manager before progressing through the business, James understands exactly what motivates the front line team.

James will be talking to delegates about turning management on its head and we guarantee you will take away plenty of actions to implement that will make your service desk an incredible place to work.

James will be signing the Timpson management books during the coffee break so please come and say hello!

 

About the Timpson business

Timpson has been a thriving family business ever since it was first established in Manchester in 1865. It is now the UK's largest shoe repairer, key cutter, engraver and watch repairer - with James and his father John at the helm - and 3000 'colleagues' operating over 900 shops.

The management culture is designed to ensure that those serving customers are treated as the most important people in the business; everyone else is there to help. With a policy of recruiting personalities and giving them complete authority to run their shops, James claims to have created a culture that allows them to lead the business "standing on our heads." This philosophy as been extended to the prisons: Timpson is now the largest recruiter of ex-offenders in the UK.

Timpson has won several awards for customer service and employee satisfaction. Given their recent acquisition of a seaside hotel specifically for staff holidays, this is hardly surprising.

Read an interview with James here>>