What are YOU deciding for yourself this year?

decision destiny

Well, if there was ever a good time to DECIDE this year is going to be a great year, it’s RIGHT NOW. I mean today, the first ‘proper’ working day of 2022 if we’re being honest, given we had a 4 day week last week and none of us were feeling particularly ‘back on it’, […]

The modern word for UNCOOL – are you down with the kids?

Dictionary

At the risk of being out of touch and uncool we’re passionate about the spoken word, here at First Impression Training. Well, truth be told, I am the one who’s forever waxing lyrical about a beautiful piece of writing or the lyrics of a ballad or what someone has to say about something they’re wildly […]

How positive is YOUR Voice of Customer

voiceofcustomer

I was thrilled to be asked to contribute to a very important piece of writing recently, compiled by freelance journalist Jennifer Lane on behalf of CX insight gurus, Feefo. We all know that Voice of Customer (VoC) feedback is a critical success factor in determining our CX standing in the marketplace, although Customer Satisfaction (CSAT) […]

Customer Service lessons from the 18 Rules of Happiness

Follow the rules

If you haven’t watched this award-winning biographical film, starring the awesome Will Smith and his (then) young son Jaden, then where the hell have you been for the last 15 years!?  I think I’m on my 10th watch so far – and I’m not done yet because there are some great customer service lessons in […]

Staff retention strategies to avoid The Great Resignation

exit door staff

As we know, our energy flows to where our attention goes and it seems, EVERYONE’S attention is now focused on the phenomenon that is being referred to as The Great Resignation, as we all begin to move forward into the ‘new normal’ World Of Work (WOW!) Personnel Today gave a big shout-out to Culture Amp […]

Klopp vs Pep – are you having a laugh?

Klopp Pep

In just a season, our beloved Jurgen Klopp (Liverpool’s best ever Manager since Shankly, for the non-football fanatics among us) moved from the number #1 spot as the World’s Best Football Manager to number #3, with Man City’s Pep Guardiola knocking him off the podium to claim pole position this season. Even if you’re NOT […]

Time flies – whether you’re having fun or not!

TimeFliesPic

This week, I’ve been reminded (yet again) that there’s no time like the present – time flies and life is indeed a present, a precious gift, if you choose to savour every minute of the time you have, as this beautiful story at the end of today’s blog confirms. We know that time waits for […]

Take a leaf out of the Scousers book

John Bishop comedian

No, I’m not referring to my partner in crime, David Cross, although I will have to admit he IS just as funny as the Scouser I’m talking about today. Must be something about people from Liverpool – they just have funny bones, wouldn’t you agree? 🤣 Ex medical rep and semi-pro footballer, award-winning comedian John […]

Sleeping with my boss!

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Not sure who deserves a medal the most, yet I stand tall & proud to admit I’ve been sleeping with my boss since we launched on Valentine’s Day 2001 and all in all, it’s been a blast – I mean, not many of us can own up to that sort of saucy claim now, can […]

Nowt so queer as folk…as they say up North!

hands 1917895 1920

Well, we’ve all heard that old saying “the ONE thing we human beings have in COMMON is that we are all DIFFERENT” and as they say in Yorkshire…. “There’s nowt so queer as folk” When we consider the whole Diversity, Equity, Inclusion (DEI) agenda in its truest, broadest form, then our workplaces and society as a whole, still […]