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What being kind looks like in business: Insights from Sir John Timpson

Sir John Timpson, founder of The Timpson Group, is set to share insights during his speaking slot at the upcoming Manufacturers’ Alliance Annual Conference in Bolton this May.

The upcoming discussion on “How we use kindness and exceptional customer service to develop the business” holds the promise of offering genuine and compelling stories drawn from the businessman’s wealth of experiences.

John Timpson

At the heart of Timpson’s approach is the revolutionary concept of Upside Down Management, a core company value that places trust in customer-facing colleagues to provide exceptional service in their own unique ways. By turning the traditional management structure on its head, Timpson not only improved customer service but also discovered a more effective way to manage the business.

A notable aspect of Timpson’s business ethos is the inclusion of ex-offenders, constituting 10% of the workforce. Termed a “great success,” this initiative showcases the company’s commitment to societal impact, aiding individuals in reintegrating into the community.

With over 2000 branches nationwide and a substantial turnover of £300 million, Timpson Group stands as a private business wholly owned by Sir John Timpson and his family. His business philosophy and insights into using kindness and great customer service as growth catalysts are further detailed in his book, ‘Upside Down Management,’ and his weekly column in the Daily Telegraph.

In recognition of his exceptional contributions to business and fostering, Sir John Timpson was awarded a knighthood in 2017. Beyond his remarkable achievements in the business realm, Sir John and his wife have served as foster carers for an impressive 31 years, providing a home for 90 children.

The Manufacturers’ Alliance is thrilled to welcome Sir John Timpson as a keynote speaker at the conference. Attendees can anticipate gaining invaluable insights into leveraging kindness and exceptional customer service as cornerstones for business development.

Register your interest in attending the conference: Manufacturers’ Alliance Annual Conference 2024 | The Future of UK Manufacturing (