Mona Moeller Named 2014 Hy-Vee Legendary Customer Service Award Recipient
BETTENDORF, Iowa (Aug. 22, 2014) – If you visit the Bettendorf Hy-Vee and the express lane has a long line, chances are Mona Moeller is working.
"The best compliment a checker can have is a long line. Mona always has a long line because she makes customers' days and no other checker will do," said Steve Mokosak, Bettendorf Hy-Vee store director. "She laughs with our customers, she cries with them, she jokes with them, and in the end, she keeps them coming back."
Moeller is the definition of a helpful smile, showing up to work each day with a positive attitude, ready to greet each customer as enthusiastically as she did the last and making sure nobody leaves the store unhappy. Co-worker Amanda Pickett said she enjoys checking next to Moeller and witnessing the way she interacts with customers.
"I don't think Mona has ever met a stranger. She has formed relationships with customers and they care about her as much as she cares for them," she said.
Moeller's ability to build relationships is one of the reasons her co-workers and customers nominated her for Hy-Vee's highest honor, the Legendary Customer Service Award.
This afternoon company officials, fellow employees, family members and customers gathered at the Hy-Vee in Bettendorf to surprise Moeller with the award, which recognizes exemplary achievement in providing service that exceeds customers' expectations. Only 10 winners of the award are selected each year from among more than 70,000 Hy-Vee employees in eight states.
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.
Tim Cernin, assistant vice president of operations for Hy-Vee's eastern district, said Bettendorf Hy-Vee has found something special in Moeller.
"Mona is someone you look forward to seeing in the morning just to brighten your day with her quick wit," Cernin said. "Mona sets the example in service. And when other checkers are motivated to live up to what Mona's standards are, the store continues to set itself apart – all because of Mona."
Moeller is constantly making new friends and learning about her customers. Al Ulrich, one of Moeller's regular customers, said he looks forward to checking out when Moeller is working because he can count on her having a quick, interesting story or an insightful comment.
"I can honestly tell you that I don't know the names of any cashiers at the dozens of other stores I have shopped at over the years. But I can tell you that I know Mona and I look forward to seeing her in the express lane," said Ulrich. "Some days can be extremely busy for her, but she handles the stress with professionalism and a funny quip. She has even made me laugh on days when I was a little more stressed than usual."
Hy-Vee CEO Randy Edeker said Moeller is exactly the type of employee company officials had in mind when the Legendary Customer Service Award was established in 2006.
"Through the years, our employees have made the name Hy-Vee synonymous with friendliness, caring and outstanding customer service," he said. "This award honors the best of the best, like Mona, who remind all of us what it really means to serve the customer."
Moeller and the other 2014 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 their area's service award dinner in October, which honors employees for longevity of service in five-year increments, from five years to 45 years and beyond. And finally, their photos will be prominently featured on the side of Hy-Vee trucks, taking their helpful smiles to millions of travelers throughout the Midwest.
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