How did Timpson Grow? A British Success Story

by Craig Cochrane March 15, 2024

In the heart of Manchester, England, amidst towering buildings and bustling streets, lies a family-run business with a legacy spanning over 150 years. Today, we delve into the remarkable journey of Timpson, exploring its humble beginnings, innovative approach, and unwavering commitment to community, making it a true gem of British entrepreneurship.

Timpson – A Legacy Crafted in Leather

Timpson was founded in 1865 by a skilled cobbler by the Name of William Timpson. He believed there was a gap in the market for a shoe firm with a dedication to quality and a focus on customer service at a fair price. Through these fundamentals his business blossomed and soon Timpson were employing many workers across numerous outlets and factories. Creating boots popular with great British explorers such as Ernest Shackleton generated an aura of quality around the Timpson brand and fuelled growth in shoe sales up until the mid 20^th century.

How Did Timpson Grow – Diversification

Following WWII, John Timpson had taken the reigns of the company and began to recognise the need to diversify. The retail landscape for shoes was shifting, margins becoming thinner and globalisation and mass production techniques creating significant competition. As a result, Timpson looked to focus on a different market, specifically the market for shoe repair. Margins were higher in shoe repair and Timpsons could leverage it’s high street presence and reputation for quality to attract custom. The strategy proved successful and lay the foundation for further service related expansion. Today Timpson boast a service offering ranging from shoe repair and key cutting to dry cleaning and photo processing.

How did Timpson Grow – Resonating with the Community

However, Timpson’s success wasn’t solely measured in financial terms. The company’s commitment to its employees and the community set it apart. In 1991, Timpson implemented a revolutionary policy: guaranteed jobs for ex-offenders. This act of compassion and rehabilitation not only gave second chances but also fostered a loyal and dedicated workforce. It garnered nationwide recognition and solidified Timpsons position as a business that cared.

Timpson’s social conscience also extended beyond its employees. The company actively supports local initiatives, charities, and community events, solidifying its image as a responsible and caring entity. The iconic “Less moaning, more doing” sign displayed in their shops embodies this philosophy, encouraging self-reliance and community spirit.

How did Timpson Grow – Innovation

Despite its long history, Timpson isn’t afraid to embrace innovation. In 1999 it became one of the first high street retailers to launch a website and offer services online. More recently, the brands introduction of smartphone apps and payment kiosks demonstrates their understanding of changing consumer preferences. Yet, they remain true to their core values, ensuring a personalized and friendly experience, whether online or in-store.

Lessons Learned from Timpson

Focus on quality and customer service – Timpsons growth stems significantly from their reputation. Throughout its rich history Timpsons have had a continual focus on quality and have always looked to invest in their customer experience. Customers embrace quality at fair prices and Timpsons have carved their market presence through these fundamentals.
Embrace change and adapt to market trends – Like with many businesses that have stood the test of time there is usually a time to pivot. Timpsons started out as a shoe manufacturer and retailer, but divested this business as the market turned. Competition was too great and margins thinned so Timpsons pivoted to a service based model in a niche that used their expertise.
Give back to the community and make a difference – Timpson’s reputation was a key element in their growth. A real driver of this reputation was their investment in the community which solidified their presence as an organisation that cared. This investment in community developed close ties with their customer base and often attracted favourable reporting which further boosted their visibility.

Timpson, beyond mending shoes and cutting keys, has woven a tapestry of success using values and principles that resonate deeply with both customers and employees. As they continue their journey, they remain a testament to the power of tradition, innovation, and social responsibility, solidifying their place as a truly inspiring British success story.