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Developing your people to enhance your customers experience

FIT Comes of Age on Valentines Day


Marie Cross

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We’re feeling incredibly emotional this morning, in more ways than one, although all of these emotions are happy and positive ones because…..

18 years ago on 14th Feb 2001, we launched our beautiful little company, First Impression Training Ltd and today, after a journey of relentless hard-slog, sweat and (many) tears, we have finally come of age and can stand tall and proud and accomplished, as a proper grown-up business!

I’d be telling porkies if I said it’s been a thoroughly joyous ride because frankly, we’ve experienced a roller-coaster of ups & downs, peaks & troughs and highs & lows (both professionally and personally) during this time! We know we are not unusual in this regard – all super successful entrepreneurs face life-changing experiences at work or play, which will make them and/or break them at any given point. However, we do know that we are rather unusual in our unwavering commitment, sheer determination and bloody-mindedness when it comes to recovering from those breaks, which having just enjoyed our best year EVER in business, we believe we’ve done so - and pretty well we have too!

Despite our size (which proves small really is beautiful!) we are honoured to have partnered some of the giants of industry over the last 18 years, including AXA Life & Pensions, AXAPPP Healthcare, Aviva Healthcare, Kuoni Travel, Lloyds Banking Group, FujiFilm, MotoNovo Finance, Target Group, NHS Trusts in Nottingham and Harrow, Principality Building Society, Yorkshire Housing, Jules Verne, London Borough of Barking & Dagenham, Mitie Group, Legal & General Insurance and Equiniti PLC. Many of these clients have come about as a direct result of personal referral by senior stakeholders, who have moved across the industry and taken us with them, based on our success working within their previous organisations – an accolade we are incredibly proud of.

As people-development specialists, First Impression Training has worked passionately (some say obsessively) over the years developing the talent of frontline teams and leaders, enabling them to enhance their customers’ experience, build brand loyalty and increase employee engagement on their frontline. Focusing on their vital ingredient (their staff), we’ve helped these blue-chip organisations to create Brand Ambassadors who, as a direct result of the training & development we provide, are able to focus better on their customers, in order to enhance their experience, and help them to show up and stand out from the crowd – applying FIT’s ‘Purple Cow philosophy’.

We are so thankful for the Raving Fans we’ve gathered into our field in the last 18 years, helping us to show up and stand out from others in our marketplace. If you’re one of them reading this, then you know who you are and thank you - we never take your loyalty for granted and we feel so lucky to have played a part in developing your awesome potential over the years!

And as if today doesn’t feel special enough – guess what? We’ve just found out that we are finalists in 4 categories at the National Entrepreneur Awards 2019, which are being held at the Hilton Metropole in Birmingham on 4th March, when Lord Seb Coe will be presenting the awards to the winners!

We’re up for:
* Best Business Enabler
* Most Impressive Growth
* Most Inspiring Business Person of the Year
* Entrepreneur of the Year (that’s moi!)

Wish us luck – and join me in wishing First Impression Training a very happy 18th birthday….

“Happy birthday to you, happy birthday to you, happy birthday dear First Impression Training, happy birthday to you!”

Until next time….keep FIT!


Cross Marie


Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!

Hello...I'm Marie Cross!

Marie Cross

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