THE owner of Timpson shoe repair and key cutting business said the success of the company, which has a £300 million turnover, is down to letting the staff make the decisions and ‘totally ignoring how other businesses are run’.

Sir John Timpson was speaking about his ‘Upside Down Management’ philosophy at a business breakfast at Utopia, Broughton Hall, on Tuesday, organised by the Skipton and Ripon Enterprise Group.

He explained how his business model, now run by his son, James, ignored budgets, and didn’t do appraisals or use market research or consultants.

“We basically wing it, “ he mused.

Sir John said the model was based on ‘light bulb moments’ when they decided to let the staff make the decisions to run the shops they work at as they think best.

“It took five years to get the message across, particularly with the area managers.

“We tell staff that the price list is a guide. They can charge less if they think they should and they are encouraged to do one random act of kindness each day.

“It is a case of trusting staff to do a great job in their own way. They are valued and feel happier,” he said.

Staff are allowed to spend up to £500 to settle a complaint, for instance, and while wages may not be the highest, there is a weekly bonus scheme, plus many other staff treats such as free use of holiday homes, a lottery which gives a member of staff the chance to win £1,000 each month, and a monthly ‘dream come true’ initiative where the company has paid for staff to visit Disney or drive a Ferrari in Dubai. Employees also get the day off on their birthday and, in some circumstances, can borrow money to help them over a difficult patch.

Staff also get £250 towards driving lessons and can have the day off for a pet bereavement.

“Goldfish not included,” he added.

Staff are recruited through a points system with a number of them coming from the prison service.

“We pick people on their character, not what they have done. Many stay with us for years.

“There are only two rules for staff to follow - number one is to look the part, through the uniform and looking smart. The second is put the money in the till.”