William Lankston is Managing Director of Timpson Direct, part of the renowned British retail service provider. Timpson is a family business, who since 1865, have been offering shoe repairs, key cutting and watch repairs and can be found on most British high streets. They're also celebrated for their unique approach to employee welfare, offering benefits such as free holiday homes and a focus on hiring ex-offenders. But how do they sustain their positive organisational culture and what can we learn from their approach?