Creating the CFIO...

...that would be the Chief First Impressions Officer.

Upon concluding a successful training event for a guest services team recently, I conferred on everyone participating the title of CXO (Chief Experience Officer) and an honorary GsD (Doctor of Guestology). While it was a light-hearted recognition of the group's hard work, it's really something you should consider in your organization.

Tom Peters, writing in "The Little Big Things", coined the title CFIO used above. It's a great action to take, because you should spend a lot of time and energy thinking through beginnings very carefully. Invest lots of time, money, and training in the creating and managing of first impressions.

Beginnings are overwhelmingly important - and you only begin once.