Upside down management

For someone who at first sight appears ‘old school’, John Timpson represents a very modern form of management – upside down in his own words.

The man behind the Timpson shoe repair chain gives an extraordinary degree of autonomy to his shop staff, enough shoe lace to hang themselves with, you might say! It’s all part of a philosophy that empowers customer-facing staff to make their own decisions, show initiative and take responsibility for their operation.

Remarkably, staff are allowed to spend up to £500 to resolve a customer complaint, a better scenario says Timpson than a protracted process of passing up the chain of command. He also places great emphasis on recruiting characters, claiming that he can teach anyone how to fix shoes, but can’t implant a personality in a dull person. It’s radical thinking but it seems to work. Too often in business we lack the leadership and vision to do something different, preferring instead to follow the herd.

Take a look at the concept of ‘fishboning’, a brainstorming technique that encourages so-called left brain thinking, the kind of ideas that would get you sacked. It’s often the best approach when you’re stuck in a rut with seemingly intractable problems.

Timpson also challenges us as consumers to visit his stores and haggle for a price. His staff are, he says, empowered to set their own prices – official price lists are only guides and employees are encouraged to use their initiative and do deals. Maybe it’s time to adopt some left-side thinking in your business?