Kroger's Goal: Get all front line employees to deliver warm, genuine customer service with every customer contact.

Prior to Sasha: Training by store managers, reinforced by the sort of 'reminder cards' that Marriott gives every front line staffer. Results ranged from inconsistent to non-existent.

Sasha's approach: Sasha Corporation was engaged to professionally customize training, based on the "Showtime" program they've developed for Coney Island amusement park. Sasha invested 70 hours interviewing at stores, with every level of employee, and developing scripts. The pilot, a single 2-hour session, was delivered to 400 plus employees at a cross-section of stores, with varying employee and customer demographics.

Initial results: "Showtime" customer service training was extremely well received, earning a 90.6% composite approval rating from attendees of every demographic and experience level. Anecdotal evidence from department managers and assistants indicated better customer service was happening, consistently.

Mid-Term results: "Mystery shop" scores at three of the four stores jumped dramatically, from the high 70's to the high 90's. (The fourth store's ratings stayed near 100%.) These improved scores were sustained over several months.

Long-term results: Ten weeks after the one-time training, a meeting was held with participating store managers, department heads and their assistants.

Surveys from that meeting show strong agreement that measurable goals were attained:
- Saw noticeable improvement in customer service after training. 85.6 %
- We have seen fewer customer complaints. 73.3 %
- We have seen Improved employee morale. 70.2 %
(These look to be pretty solid results, 10 weeks down the line.)

That same group of managers answered positively:
- Would you recommend all new employees get Showtime training? 92.4 %
- Would you recommend advanced training for all employees? 76.7

The question: Want to know more about Sasha's proprietary "Showtime" training? Script customization, licensing and video rights are currently available.

Next Step: Call Karl Corbett  at Sasha (513) 232-0002  to explore a working relationship with Sasha,  and a "Showtime" experience  your staff and customers will never forget. .