Meet the FIT Team

Real experts. Real experience. Real training.

First Impression Training (FIT) was founded on a simple belief:

Customer experience is shaped in everyday conversations.

Find out more about the team who make FIT special.

Our Team

Marie Cross

Marie is an award-winning entrepreneur and CXM Top 50 Global Influencer, fondly known as the UK’s Queen of Customer Service.

Her passion (some say ‘obsession’) is people. Her purpose is to ignite the potential of every Brand Ambassador on the frontline, helping them recognise the vital role they play in ensuring they show up and stand out from their competition.

David Cross

David is a seasoned sales leader and CX professional, having spent his entire career within B2B sales and customer service.

As MD of FIT, he is dedicated to helping organisations build operational efficiency and foster a positive workplace culture on the frontline, where people communicate with passion, integrity and confidence to achieve their full potential.

Dee Cano

Dee is an award-winning learning and development specialist with extensive experience in leadership, customer service and executive coaching.

She enthusiastically supports individuals and teams to develop their skills; improve performance and increase confidence, through her dynamic coaching style and unique coaching methodology.

Lyn Hutchings

Lyn is a highly experienced trainer, facilitator, coach and consultant with an impressive career spanning sales, marketing, customer service and senior management.

Known for her practical, energetic approach, she inspires learning, drives positive change and helps individuals and teams achieve lasting results.

Emma Sansom

Founder of the multi award-winning marketing agency, Flamingo Marketing Strategies, Emma joins us as our marketing partner.

Emma has been living and breathing marketing strategy for well over a decade and is now working with us to develop our marketing and growth strategy.

Maggie Colman

Our dear friend and Lead Consultant, Maggie Colman (“Elsie”), passed away on 7 June 2020. A valued part of the FIT family from the very beginning, her experience, guidance, friendship and unwavering support helped shape the business we are today.

She will always be remembered with love, gratitude and affection.

Book your no-obligation clarity call

Talk to us and push your CX to the next level.

Book your clarity call

About First Impression Training

Marie and David founded FIT back in 2001 on Valentine’s Day and they haven’t looked back since.

Having been married since August 1991, they took the risky move of setting up business together and it’s safe to say, things have gone from strength to strength.

Marie has a rich history of customer service, sales and training experience, beginning her career on the frontline with Bupa, before later embarking on a 12-year freelance career, ahead of setting up FIT with David. She’s also a Master Practitioner of NLP, Hypnotherapy and Timeline Therapy and continues to see clients in private practice, in her ‘spare’ time.

David has been in sales management and business development his entire career. He is passionate about all things CX, creating memorable moments through meaningful conversation. He’s been described as a cross between David Brent, Johnny Vegas and Robbie Coltrane – though we’re not sure how he feels about those comparisons!

Together, Marie and David make for a powerful partnership – both in business and in life.