We had the pleasure of chatting to Will Lankston - Managing Director of Timpson Direct, with over 12 years of experience across the Timpson Group. He and our CEO Phil Wedgwood discuss the differentiating factors which make the Timpson Group culture so unique and how they've maintained engagement with dispersed colleagues across 2100 shops in the UK. The meaning of upside-down management. Ex-offender resettlement and doing the right thing for the community, ethically and commercially. How to survive bad figures in a retail business and what really matters as a colleague in the Timpson Group culture.