August 23, 2019 | News & Press Releases
CORYDON, Iowa (Aug. 23, 2019) — When the creators of the Hy-Vee jingle talked about “a helpful smile in every aisle,” people like Dick Rouse, dairy manager at the Corydon Mainstreet Hy-Vee, were exactly whom they were talking about. Rouse, a 40-year Hy-Vee veteran, has become so synonymous with the “helpful smile” promised in Hy-Vee’s jingle that his community calls him “Mr. Hy-Vee.”
That’s why fellow employees, family members, customers and Hy-Vee executives gathered at the Corydon Mainstreet Hy-Vee store today to surprise Rouse with the Legendary Customer Service Award. The award recognizes exemplary achievement in providing service that exceeds customers’ expectations. Only 11 winners are selected each year from among more than 80,000 Hy-Vee employees across eight states.
“Dick has made an impact on countless customers throughout his time with Hy-Vee,” wrote Todd Wagner, district vice president for Hy-Vee’s southeast district, in his nomination. “He will drop anything to help a customer find a product, carry bags out to cars, or even shovel snow outside to ensure customers can get to and from their cars safely. He puts each person ahead of himself, looking at their needs as his own. Dick always puts others first and helps anyone in need, whether he is on the clock or not.”
According to his nominations, “Mr. Hy-Vee” makes sure that no customer leaves his store without the items they need and that anyone who comes into the store is cared for. That was especially important in the case of an older customer who was suffering from Alzheimer’s disease and would often come into the store unaware of her surroundings. Rouse looked after this customer, making sure she was cared for and that her family members were contacted to pick her up. “Dick always made sure this customer felt safe, and that Hy-Vee was her family and would take care of her. He stepped in with his caring and compassion and handled the situation,” wrote Corydon Mainstreet Hy-Vee Store Director Casey Higgins. “To me, Dick Rouse is what Hy-Vee is all about.”
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 Rouse demonstrates exactly the type of commitment to customers that Hy-Vee leaders had in mind when the Legendary Customer Service Award was established in 2006.
“Dick lives out the things Hy-Vee stands for in everything he does — caring, helpful and dedicated service to our customers. His nominations pointed to his consistent commitment to his customers, his co-workers and his community. He goes above and beyond with every customer interaction, and makes sure the customer is the absolute center of everything he does,” Edeker said. “This award honors the best of the best from among our Hy-Vee family, and Dick is most deserving of this recognition.”
Rouse and the other 2019 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. They will be guests of honor at Hy-Vee’s service award dinners in October, which honor employees for longevity of service. They also will be recognized at Hy-Vee’s annual stockholders’ meeting in December, where they will receive a travel voucher good for a trip to a destination 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 260 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 80,000 employees provide “A Helpful Smile in Every Aisle” to customers every day. For additional information, visit www.hy-vee.com.