September 4, 2020 | News & Press Releases
WEST DES MOINES, Iowa (Sept. 4, 2020) — When shoppers head to the checkout lanes at the Hy-Vee on 70th and Pioneers in Lincoln, Nebraska, they won’t just find a checker with a helpful smile. They’ll find a friend – if they find Amy Townsley.
Amy, a cashier at the 70th and Pioneers location for the last six years, is known throughout the store and the community for her contagious smile, her ability to remember each customer by name, and her willingness to lend a helping hand to every customer and co-worker. That’s why fellow employees, family members, customers and Hy-Vee executives gathered at the Hy-Vee on 70th and Pioneers in Lincoln yesterday to surprise Amy with the Legendary Customer Service Award. The award recognizes exemplary achievement in providing service that exceeds customers’ expectations. Only nine winners were selected from among more than 85,000 Hy-Vee employees across eight states.
“Amy’s excitement as she’s working in the front end of our store is hands-down contagious,” wrote Ginny Ward, district vice president for Hy-Vee’s western district, in Amy’s nomination. “She makes the work day that much more enjoyable for her co-workers. She is so caring toward those she works with, and she makes sure that all her customers and her co-workers are taken care of every day she’s in the store.”
Amy goes above and beyond to connect with not only her customers, but with her colleagues as well. One of Amy’s nominators, a new member of the store management team, shared how upon meeting Amy he mentioned how many positive comments he had heard about her. Rather than focusing on her own performance, Amy made sure this new manager met another member of the courtesy team who was hearing impaired and had competed in the Special Olympics. Amy wanted to make sure this courtesy team member met the new manager, and that he could commend her on her accomplishments. He did – as Amy translated the whole conversation in sign language.
“I was amazed by the relationship Amy had with this coworker,” the manager wrote. “As the weeks went on, I could see that Amy had this sort of relationship with most of the staff at the store.”
Candidates are nominated for the Legendary Customer Service Award by their co-workers, and winners are selected by a panel of Hy-Vee’s top officers. Nominations are evaluated on the employee’s overall contributions to the company in nine areas: passion for customer service, attitude, initiative, teamwork, problem-solving skills, dedication to Hy-Vee fundamentals, communication skills, professional image and self-confidence.
Hy-Vee’s Chairman, CEO and President Randy Edeker said Amy demonstrates exactly the type of caring commitment to others that Hy-Vee leaders had in mind when the Legendary Customer Service Award was established in 2006.
“Amy lives out the things Hy-Vee stands for in everything she does while providing helpful and dedicated service to our customers. Her nominators pointed to example after example of her commitment to her customers, her co-workers and her community,” Edeker said. “This award honors the best of the best from among our Hy-Vee family, and Amy is most deserving of this recognition.”
Amy and the other 2020 recipients of the Legendary Customer Service Award will be inducted into
Hy-Vee’s Customer Service Hall of Fame and receive a coveted Legendary Customer Service name badge and a custom-designed ring to commemorate the honor. Recipients will also receive a crystal trophy and a free trip of their choice. And finally, their photos will be prominently featured on the side of Hy-Vee trucks, showcasing their helpful smiles to millions of travelers across the Midwest.
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Hy-Vee, Inc. is an employee-owned corporation operating more than 275 retail stores across eight Midwestern states with sales of $10 billion annually. The supermarket chain is synonymous with quality, variety, convenience, healthy lifestyles, culinary expertise and superior customer service. Hy-Vee ranks in the Top 10 Most Trusted Brands and has been named one of America’s Top 5 favorite grocery stores. The company’s more than 85,000 employees provide “A Helpful Smile in Every Aisle” to customers every day. For additional information, visit www.hy-vee.com.