August 22, 2019 | News & Press Releases
DAVENPORT, Iowa (Aug. 22, 2019) — Hy-Vee pharmacy patients have come to expect their Hy-Vee pharmacists to make their lives easier, healthier and happier every time they visit. But pharmacy patients at the Northgate Mall Hy-Vee in Davenport know that when they visit Hy-Vee Pharmacy Manager Mary Hanson they’ll get the advice and care they need to live their best lives yet.
Hanson, the pharmacy manager at the Northgate Mall Hy-Vee since 2012, has been credited time and again by her patients and her coworkers as a true legend when it comes to caring for her patients and her whole pharmacy team. That’s why fellow employees, family members, customers and Hy-Vee executives gathered at the Northgate Mall Hy-Vee store today to surprise Hanson 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.
“Mary holds herself and her entire department to the highest standards of customer service, integrity and, most importantly, safety in the pharmacy,” Northgate Mall Hy-Vee store director Jason Busswitz wrote in his nomination. “Mary is one in a million, and Hy-Vee is lucky to have such a dedicated employee serving our store, our customers and our company.”
Hanson’s commitment to service is evident not only in the way she serves and counsels her patients, but in the help she’s given to numerous customers throughout the store. Last year, when a customer became unresponsive in the store dining area, Hanson heard the distress call over the store intercom and literally ran to the dining area to administer CPR. She was able to revive the customer before emergency personnel arrived, although the customer unfortunately passed away while on the way to the hospital. Several years earlier, while pregnant with her first child, Hanson performed CPR on another customer to successfully save her life. That customer now regularly visits the Northgate Mall store to stay in touch with Mary.
Hanson not only assists during times of crisis, but helps makes sure that each and every patient gets the care and attention they need. “Mary goes to bat for her patients every day,” wrote her colleague Dr. Megan Baird, a staff pharmacist at the Northgate Mall Hy-Vee. “She does not hesitate to discuss concerns about a medication with a patient’s doctor, and has frequently prevented potentially damaging allergic reactions for children by taking the time to talk with parents and get a full history of the child’s illness. She makes sure her patients feel informed and comfortable with the medications they’re taking, and all of us in her department know that we have to hold these same high standards of customer service that Mary holds.”
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 Hanson 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.
“Mary lives out the things Hy-Vee stands for in everything she does — caring, helpful and dedicated service to our customers and patients. Her nominations pointed to her consistent commitment to her customers, her co-workers and her community. She goes above and beyond with every customer interaction, and builds the relationships that are essential for healthcare providers and our patients,” Edeker said. “This award honors the best of the best from among our Hy-Vee family, and Mary is most deserving of this recognition.”
Hanson 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.