Timpson may be a ubiquitous sight on the UK's high streets - but it was very nearly killed by a family feud.
The man behind the business, John Timpson, joins us to discuss that feud, and explain how he turned it around.
He also reveals why he hires ex-offenders, shares his secret to great customer service and explains why each year, he sits down to write a chairman's report for 25 years' time.
P.S. Like our podcast? Please take two minutes to rate it on the iTunes store.