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The Happy Index: Lessons in Upside-Down Management: Lessons in Upside-Down Management
Discover the key to positive workplaces and better results from one of Britain's most successful leaders. A Waterstones Book of the Month and Paperback of the Year 2025
'Mr Timpson is a role model as an employer. Other businesses could learn from his approach.' The Guardian
The Happy a tool designed to measure and enhance workplace satisfaction, boost morale and empower teams.
______________________________
James Timpson is renowned for leading with empathy and understanding, often by example. His acclaimed people-first approach to management empowers colleagues, putting measurable job satisfaction at the heart of corporate strategy.
The Happy Index invites readers into a world where employee happiness isn't just a buzzword – it's a powerful catalyst for success that should be at the core of any successful organisation. Drawing on his decades of experience leading one of Britain’s best-loved high-street brands, Timpson shares the secrets behind his unique approach to ‘upside-down’ management. His infectious passion for people shines through every page and in the very real measures he has introduced – from days off for birthdays to free-to-use luxury holiday homes. And with a workforce comprised of at least 10 per cent ex-offenders at any one time, Timpson shows the value of an imaginative approach to hiring, with a staff retention rate to be proud of.
From a leader who knows what it takes to build thriving organisations, The Happy Index gives companies, start-ups and leaders the tools they need to bring Timpson’s revolutionary approach to their working lives.
'Mr Timpson is a role model as an employer. Other businesses could learn from his approach.' The Guardian
The Happy a tool designed to measure and enhance workplace satisfaction, boost morale and empower teams.
______________________________
James Timpson is renowned for leading with empathy and understanding, often by example. His acclaimed people-first approach to management empowers colleagues, putting measurable job satisfaction at the heart of corporate strategy.
The Happy Index invites readers into a world where employee happiness isn't just a buzzword – it's a powerful catalyst for success that should be at the core of any successful organisation. Drawing on his decades of experience leading one of Britain’s best-loved high-street brands, Timpson shares the secrets behind his unique approach to ‘upside-down’ management. His infectious passion for people shines through every page and in the very real measures he has introduced – from days off for birthdays to free-to-use luxury holiday homes. And with a workforce comprised of at least 10 per cent ex-offenders at any one time, Timpson shows the value of an imaginative approach to hiring, with a staff retention rate to be proud of.
From a leader who knows what it takes to build thriving organisations, The Happy Index gives companies, start-ups and leaders the tools they need to bring Timpson’s revolutionary approach to their working lives.
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Published February 15, 2024
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Displaying 1 - 19 of 19 reviews
March 22, 2024
Timpson’s approach to business is quite refreshing, and this book by their CEO James Timpson, takes you through his eight lessons in upside-down management. It’s a great and refreshing read on leadership.
May 26, 2024
This is a good read. I was initially frustrated at the start , with his discussion of recruitment practices (I feel he ignored that recruiting the right people is notoriously difficult), and that "letting people go" sounded a simple process (it often isn't).
However, the rest of the book is very upbeat, and chimes well with how I would wish to do business. Treat your employees fairly and well. He describes how Timpson's does many simple jobs for free, effectively acting as a loss leader.
Timpson's philanthropic work, not least in recruiting ex offenders is also laudable.
This book is a cross between a general business book that could be utilised across different industries, and that of a biography of a succsesful business.
It moves along nicely and is not too long. It speaks a lot of sense.
Recommended.
However, the rest of the book is very upbeat, and chimes well with how I would wish to do business. Treat your employees fairly and well. He describes how Timpson's does many simple jobs for free, effectively acting as a loss leader.
Timpson's philanthropic work, not least in recruiting ex offenders is also laudable.
This book is a cross between a general business book that could be utilised across different industries, and that of a biography of a succsesful business.
It moves along nicely and is not too long. It speaks a lot of sense.
Recommended.
April 20, 2024
I feel like this whole book could be pretty much summed up in a Blinkist blink or whatever they call them. The book is finale and if you are a manager or a business owner who has forgotten people exist it is a must read
August 31, 2024
Aw-shucks The Waltons, I mean The Timpsons, are a wholesome and honourable family. Down-to-earth and principled. The book is a PR exercise to promote the business and its values but even knowing that, it’s hard not to go away thinking what a nice bloke that James Timpson is and isn’t he a trustworthy affable chap?
There is some value in here, primarily as a reminder of how treating people well will generally be rewarding - emotionally - but as a byproduct, often financially too.
Besides the repeated messaging around trust, respect, health and well-being, some of the little operational details are interesting. I enjoyed learning about how they run their board meetings and the metrics they focus on for monitoring business performance (the key one being the Happiness Index of course). There are nice little tit-bits about other businesses underpinned by a similar ethos.
If you run a retail business then the book is probably full of nice little ideas you can try out. The trouble is, it’s not just simple, it’s simplistic. In part no doubt because of the nature of their trade - mostly repairing shoes and cutting keys. Timpson can ignore education and experience when hiring (instead focusing on personality) because he can train any person in the street to run one of his shops in just six weeks. He can focus on lots of cute little employee benefits because his base salaries are relatively low along with employees’ expectations and aspirations.
Would the principles work for running a business in a regulated space employing highly qualified professionals on inflated salaries? Yes, I think they’re just about all applicable. But this book would only give you inspiration - not much in practical application terms.
What I’d recommend over the book is to see Timpson speak because he’s a good storyteller and has honed his key messages really well. I saw him headline at an event at which I got the book. You might do well to start with a YouTube video first and decide whether more of the same in long-form would be worthwhile or not.
There is some value in here, primarily as a reminder of how treating people well will generally be rewarding - emotionally - but as a byproduct, often financially too.
Besides the repeated messaging around trust, respect, health and well-being, some of the little operational details are interesting. I enjoyed learning about how they run their board meetings and the metrics they focus on for monitoring business performance (the key one being the Happiness Index of course). There are nice little tit-bits about other businesses underpinned by a similar ethos.
If you run a retail business then the book is probably full of nice little ideas you can try out. The trouble is, it’s not just simple, it’s simplistic. In part no doubt because of the nature of their trade - mostly repairing shoes and cutting keys. Timpson can ignore education and experience when hiring (instead focusing on personality) because he can train any person in the street to run one of his shops in just six weeks. He can focus on lots of cute little employee benefits because his base salaries are relatively low along with employees’ expectations and aspirations.
Would the principles work for running a business in a regulated space employing highly qualified professionals on inflated salaries? Yes, I think they’re just about all applicable. But this book would only give you inspiration - not much in practical application terms.
What I’d recommend over the book is to see Timpson speak because he’s a good storyteller and has honed his key messages really well. I saw him headline at an event at which I got the book. You might do well to start with a YouTube video first and decide whether more of the same in long-form would be worthwhile or not.
May 21, 2024
This story is cobblers, literally.
The Happy Index, is the insightful approach to management and leadership, by James Timpson, the CEO of The Timpson Group and son of the owner.
This is a private enterprise, in effect providing a basic societal service across a range of high street staple brands. Whilst the key objective is clearly to make money, the book outlines the companies concept of 'upside-down’ management'—a strategy that empowers employees to have a real say in running the business.
This was the brainchild of James Timpson himself, as part of him being given free reign at the start of his career, cutting his teeth on the shopfloor, having joined the family business.
Timpson emphasizes collaboration, profit, and trusting your team for financial success and employee wellbeing in his lessons. The book offers practical tools to help readers improve their management style and create a happier workforce.
The happy index empowers staff on acts of kindness and a happiness scale. It’s not just a business leaders book, as I think their are many take aways for me, as a dad and an employee.
The book has been a refreshing take on leadership and its practical, transferable advice. It's noted for its straightforward and engaging manner, making complex concepts in leading, managing, and business strategy accessible and applicable.
The work that the author does employing ex offenders and his work through the prison reform trust is very commendable, taking the debate of ‘punishment vs rehabilitation’ to another level of debate.
Thought provoking and conceptual.
The Happy Index, is the insightful approach to management and leadership, by James Timpson, the CEO of The Timpson Group and son of the owner.
This is a private enterprise, in effect providing a basic societal service across a range of high street staple brands. Whilst the key objective is clearly to make money, the book outlines the companies concept of 'upside-down’ management'—a strategy that empowers employees to have a real say in running the business.
This was the brainchild of James Timpson himself, as part of him being given free reign at the start of his career, cutting his teeth on the shopfloor, having joined the family business.
Timpson emphasizes collaboration, profit, and trusting your team for financial success and employee wellbeing in his lessons. The book offers practical tools to help readers improve their management style and create a happier workforce.
The happy index empowers staff on acts of kindness and a happiness scale. It’s not just a business leaders book, as I think their are many take aways for me, as a dad and an employee.
The book has been a refreshing take on leadership and its practical, transferable advice. It's noted for its straightforward and engaging manner, making complex concepts in leading, managing, and business strategy accessible and applicable.
The work that the author does employing ex offenders and his work through the prison reform trust is very commendable, taking the debate of ‘punishment vs rehabilitation’ to another level of debate.
Thought provoking and conceptual.
April 24, 2024
As someone who works for Timpson I was intrigued when I saw this book in my recommended list. I will preface this by saying I am in no way the target audience for this book, being neither a business owner nor someone looking to start their own business, that being said I still enjoyed this book. Having been a part of the Timpson family (how they refer to their colleagues) for almost a decade I already knew quite a lot of the general practises discussed in this book. What surprised me however was how some of those practises came about. The passion James shows for what most bosses see as inconsequential is inspiring.
One of the things this book focuses on is how important second chances are and how grateful the people who receive them can be. These people are often the hardest working in a company. James shows how supporting your colleagues both inside and outside of work can help you retain a happy and loyal workforce. I would definitely recommend this book.
One of the things this book focuses on is how important second chances are and how grateful the people who receive them can be. These people are often the hardest working in a company. James shows how supporting your colleagues both inside and outside of work can help you retain a happy and loyal workforce. I would definitely recommend this book.
December 24, 2025
James Timpson’s humanity and compassion come as a welcome antidote to the strutting egomaniacs and sociopaths who too often occupy the CEO role in major companies.
He provides an inspiring vision: ‘Employers need to celebrate people’s differences and be aware of the challenges they and the world face. This might be supporting a colleague as they transition, or recruiting refugees. These aren’t just actions to be ultra inclusive, they are actions that find and support great people.’
He provides an inspiring vision: ‘Employers need to celebrate people’s differences and be aware of the challenges they and the world face. This might be supporting a colleague as they transition, or recruiting refugees. These aren’t just actions to be ultra inclusive, they are actions that find and support great people.’
April 23, 2024
Should be required reading for all business management students, managers and business leaders. A great insight into alternative management strategies.
After listening to this audiobook I feel like I want to apply for a job at Timpsons!
After listening to this audiobook I feel like I want to apply for a job at Timpsons!
August 6, 2024
Disappointed with the book overall. James contributes a great deal in podcasts, but unless you run 2,600 retail units and want to read rants about corporate pension insurance and why being in the office five days a week is ESSENTIAL, there is less to recommend.
August 22, 2024
This book reminded me of many American business management books - big print, lots of summary boxes, a bit folksy, the structure a bit rambling.
There is useful guidance in it, but it needed a much stronger editorial hand.
There is useful guidance in it, but it needed a much stronger editorial hand.
November 15, 2025
This is a simple but positive read about a ‚people first‘ style of leadership that I appreciated.
The sections are clearly laid out -?it’s not highly detailed or technical and not everything was relevant to me but it’s written from the heart and it’s an accessible read that I enjoyed.
The sections are clearly laid out -?it’s not highly detailed or technical and not everything was relevant to me but it’s written from the heart and it’s an accessible read that I enjoyed.
April 4, 2024
Highly enjoyable and thought provoking
April 13, 2024
Really enjoyed this!
May 10, 2024
Great book - includes many examples that can be used in life and for business. 110% worth a read.
February 2, 2025
A good introduction for those who haven’t studied business practices, and a good reminder of the need to prioritise your workforce for those in management positions.
September 3, 2025
The book could have been summed up in a chapter, nothing extraordinary from the common
September 17, 2025
I like the idea but quite a lot of repetition.
November 22, 2025
Signed Copy.
Superb 10/10.
Superb 10/10.
Want to read
May 12, 2024Just listening to Timpson talking to Krishnan Guru-Murthy on C4's Ways to Change the World podcast - a fascinating approach to management.
Displaying 1 - 19 of 19 reviews