Magazine article Management Today

Books: Author Q&A - John Timpson, Keys to Success, Icon Books, Pounds 12.99

Magazine article Management Today

Books: Author Q&A - John Timpson, Keys to Success, Icon Books, Pounds 12.99

Article excerpt

- What exactly is Upside Down Management?

It's the way we run our business, started because the only way to give great service is to trust colleagues to look after each customer in the way they feel is best. So we only have two rules: 1. Look the part. 2 Put the money in the till. We got our first bonus from Upside Down Management in 1996, when I visited our Timpson shop in West Bromwich and discovered Glenn the manager was taking in a few watch repairs. He apologised, but I certainly didn't mind when he told me his watch repair sales were over pounds 100 a week. It triggered our watch repair service, which Glenn has played a key role in developing into a pounds 30m a year business.

- What's the stupidest rule that should always be broken?

Any rule that starts 'Customers can't' or 'We don't'. For example, 'We don't accept pounds 50 notes', 'Customers can't use our loo', or 'We don't accept credit cards for sales under pounds 5'. Nothing should be allowed to get in the way of colleagues who are keen to give customers what they want. …

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