Entitled: “Hell For Leather”, it’s about Timpson’s the shoe repairer/key cutting firm who have developed a philosophy called “Upside down management”.
It’s an idea based on two key ideas: Allow people to make decisions themselves that are good for the business and good for custmers. And give them incentives to always know the numbers, so they stay focused on the top and bottom line.
Simple and brilliant. Listen to the argument for taking away excessive technology, it may give you pause for thought.
The message there is: “When you deal with people, (customers), taking people (your staff and their decision making power) out of the mix and replacing it with dumb, fixed decision technology, is not a good idea”.
Machines may be cheaper, but people buy from people, not brand names.
Unless you are Coke. And you are probably not.