Past Award Recipients - Now Open Year-Round: 2027 Subaru Shining Star Award

"Every dealership has someone who goes above and beyond. But at Young Subaru, we have Sarah Burgett—and she redefines what “above and beyond” even means. Her title is “Dreamweaver,” and if that sounds unique, it’s because she is. Sarah is a living, breathing extension of the Subaru Love Promise. She turns ordinary moments into something unforgettable, not for the spotlight—but because she truly sees people. Sarah’s days aren’t filled with job descriptions. They’re filled with intuition, empathy, and magic. She crafts unexpected, deeply personal gestures for our customers and our team, every single day. It’s not a program. It’s who she is.Sarah doesn’t just care—she lives the values Subaru stands for: honesty in how she shows up, empathy in how she connects, appreciation for every story shared, respect in every interaction, and trust in the way she holds people’s moments close. Let me share one moment that captures her heart. A customer recently came in to purchase a Subaru and trade in a specially outfitted van—one she had shared with her late husband. It wasn’t just a vehicle. It was the last physical tie to years of memories, adventures, and a chapter that had quietly closed with her husband’s passing and letting it go felt like saying goodbye all over again. While our salesperson, Lucas, handled the process with grace and compassion, it was Sarah—quietly working behind the scenes—who truly saw what this moment represented. She didn’t just see a customer trading in a car. She saw a woman saying goodbye to a part of her life, carrying the full emotional weight of that moment on her shoulders. So, Sarah did something extraordinary.On her own, she removed the emblem from the old van, placed it in a shadow box frame, and added a custom message that read: “For the miles of love that came before, and the new journeys ahead. ”The customer’s response said it all: “There are no words to describe my appreciation for this thoughtful gesture. My family and I will forever be grateful. My husband would be very happy for the car I chose. ”That’s what Sarah does. She turns loss into legacy. She transforms transactions into healing moments. She doesn’t just represent Subaru values—she inspires everyone around her to live them more fully. And this wasn’t a one-time act. Sarah lives like this. She celebrates employee milestones, surprises coworkers who are having a tough day, and constantly finds ways to honor the people in our store and our community. She’s not here to impress—she’s here to care, and that care ripples through everything we do. To call her a Shining Star doesn’t go far enough. Sarah is the heartbeat of Young Subaru. If the Love Promise had a face, it would be hers.As the General Manager, I get a front-row seat to the impact she has—not just on our customers, but on our culture. What Sarah does isn’t for recognition, but it’s exactly the kind of heart that deserves to be recognized. This nomination is one small way to say Thank You for the huge difference she makes every day."

"Denny’s journey with us began three years ago when he joined our team as a quick lube technician. Since then, his drive and determination have made him one of our fastest advancing technicians, two classes away from Subaru Master Certification. Denny was born in El Salvador and moved to the US when he was 9 years old. He was granted US citizenship 8 months ago, and is happily married with a 2 year old son. What truly sets Denny apart is his unwavering commitment to service. Not only does he provide top-notch customer care and support at work, he also actively engages in local community events. At work, Denny is always the first to stay late, come in early, or assist customers in the service lane directly. Here is a review from a customer about her experience with Denny when she arrived before we were set to close. “I am in Charlotte on business and chose to have my hybrid 2014 Subaru XV Crosstrek serviced at Williams Subaru based on their stellar reviews. The air conditioner is working beautifully, thanks to technician Denny Vasquez. The next time I’m in town, I will not hesitate to patronize Williams Subaru. If you live in the area, you’re lucky to have such a wonderful business in your own backyard.” In the shop, Denny has always been eager to assist new hires and mentor technicians throughout their training. He has mentored several entry level hourly who are now successful flat rate techs. Additionally, Denny accompanies the Love Promise team in attending Community Events and volunteer opportunities! He is always the first technician to step forward and offer to help with community events, most recently a Subaru Loves Pets event at the Whitewater Center in Charlotte. Beyond his professional duties, Denny’s compassion knows no bounds.A few months ago, Denny noticed his elderly neighbor walking more often and he stopped and asked her why she was walking instead of driving. She shared that her house had been broken into, she had money and possessions stolen, and her dog was injured so badly defending her that he had to be put down. Her husband passed away last year and it was just her and her dog. Her car battery died shortly after the break-in and with everything, plus medical bills she didn't have enough money to buy a new battery so she had been walking to work. Denny shared this story us and Williams Subaru purchased a new battery for her, no charge, and Denny installed it at her house for her. "My car had been broken down for the past three months. I couldn’t afford a battery. I live by myself and I’ve had a rough year and I needed my car. My house was recently broken into and they beat my dog so bad I had to put him down. I told Denny Vasquez about my horrible situation and how he so kindly came over to my house and fixed my car! He came over with a battery and switched it out quick! I can drive my car again! I’m so happy! Thank you! "This woman is now one of our regular customers, and we take care of her vehicle for regular maintenance. Denny and his wife also bring her plates of food often. As mentioned earlier, Denny immigrated to the United States from El Salvador when he was young. Denny’s generosity extends even further beyond his local community, as he remains connected to those in El Salvador, actively contributing to his former community by sending supplies to those in need.He still has family members who live in El Salvador and with the country having one of the highest poverty rates in Latin America, many of his former neighbors are in need of regular help. Denny, his wife, and his Mom have made it their personal mission to give back to those friends remaining in El Salvador. For the past few years they have been gathering supplies (clothing, toys, etc) to send back to El Salvador. They send these supplies to Denny’s Aunt who is still living in El Salvador and through her church and relationship with the community, she distributes the supplies to those in need. Denny is always reminding everyone at work, if they have any gently used clothing to please send it his way and he collects it and sends it to El Salvador. Him and his wife are also always looking at sale racks throughout their daily lives and regularly pick out items to save for sending. At one point they had found an inexpensive little girl’s dress and sent that in their package. His Aunt had met a local woman selling bread in the market who had a young daughter, and learned this little girl had never had a proper dress and dreamed of having something nice. Denny’s Aunt retrieved the dress and gave it to the woman for her little girl and it was a dream come true. The items Denny is collecting and sending back to El Salvador are making an incredible impact. In his daily life, Denny is an avid CrossFit enthusiast. His local gym, CrossFit Harrisburg, is the home gym for the Cabarrus County Special Olympics team "Thunder". For the past 3 years, Denny has been volunteering in his spare time to help train these amazing young athletes helping them prepare to compete in the Special Olympics Summer Games. He dedicates 1 – 2 nights a week after work to train with “Thunder”.Williams Subaru is incredibly grateful to have Denny on our team and are in awe of how he exemplifies the Subaru Love Promise in everything he does. His commitment makes hm a true shining star. We are proud to have Denny on our team, and wholeheartedly endorse him for this award."

"Jose Carrera is not only a cornerstone of Grand Subaru, he is the heart and soul of our dealership’s connection to customers, employees, and the greater community. As one of our dedicated Brand Managers, Jose plays a vital role in shaping the experience people have with Subaru, and he does it with unmatched passion, care, and authenticity. Jose wears many hats, and he wears them all with purpose. He supports both customers and employees with genuine enthusiasm, whether he’s answering a tough question with a smile, stepping in to mentor a new team member, or making sure a guest feels completely at home during their visit. His ability to connect with people is a gift and he uses it daily to make Grand Subaru a better place for everyone who walks through our doors. In addition to his daily responsibilities, Jose is the driving force behind many of our dealership's most successful events. From customer appreciation days and staff celebrations to larger community-focused initiatives, he plans and executes everything with thoughtfulness, creativity, and a clear love for bringing people together. His efforts go beyond just organizing, they inspire.Nothing brings out Grand’s most competitive nature more than our yearly Kickball Tournament, and nothing brings us closer than our Family Holiday party. All thanks to Jose’s efforts to making us more than a dealership but family. Who would have thought that a porter who started with us 17 years ago would help us on this journey in creating the culture that we have embodied at Grand? But Jose’s impact doesn’t stop at the dealership. He is a true community leader. Whether volunteering at local nonprofits, participating in Subaru Loves campaigns, or spearheading donation drives, Jose is always the first to raise his hand and the last to leave. His presence in the community reflects the Subaru Love Promise in action and it’s deeply felt by everyone he encounters. One of his bigger accomplishments is our Auto’s 2 Program and Internship Program with Fenton High School. The students are permitted to come to our dealership where they shadow all of our Service Departments - main shop, express, parts, service advisors, and detail. From ordering lunch to putting their schedules together he makes it a learning experience fun and exciting for the students. And not to forget the internship program, many students from Fenton High School become paid interns in our service department which is facilitated and spearheaded by Jose.

These are prime examples from our community partners as proof that he truly embodies LOVE for our community:

Mark Drelicharz – Applied Technology Teacher – Fenton High School "Jose Carrera has been an invaluable partner to the Fenton High School automotive program, dedicating his time and expertise to create meaningful opportunities for our students. His passion for career development and technical education is evident in his hands-on involvement and continuous support of its students and staff. Through his involvement, students have gained real-world insights and access to a professional dealership environment that extends far beyond the traditional classroom experience. One of Mr. Carrera’s most significant contributions has been his role in founding the Automotive Career Trek program. This initiative allows FHS Advanced Auto students to shadow professional automotive technicians in Grand Subaru's high-performing dealership. Through this immersive experience, students not only witness the daily operations of a successful service department but also gain practical knowledge, industry-specific skills, and an understanding of the professionalism required to thrive in such an important field.In addition to his work with the Career Trek program, Mr. Carrera has played a crucial role in connecting Fenton seniors with paid internships through Fenton's Career Internship Program. His commitment to student success is further demonstrated by his constant availability, approachability, and unwavering professionalism. Jose Carrera embodies the values of mentorship and partnership, and Fenton High School is fortunate to have such a dedicated advocate for student achievement and career readiness."

Paul Palian – Superintendent of Marketing & Communications – Bensenville Park District “I have known Jose for the past three years in working with him through my role at the Bensenville Park District. In that time, we have become more than business acquaintances...we are friends, if not more like family. Always with an eye on bettering the community through engagement, Jose has taken the lead on partnering with the park district on many events, big and small. Our first venture was Earth Day at our local agricultural site, Fischer Farm. Not only did he commit to sponsoring the event, he elevated it by getting a food truck for volunteers, who received free ice cream for their volunteer cleanup efforts at the farm. The next year, he led Grand Subaru's presence at the Earth Day event by providing branded t-shirts for volunteers and garden starter kit giveaways for those attending. The Grand Subaru display also featured a bags game designed to teach patrons which items get recycled and which go into the landfill. They also have been actively involved in the park district's shredding and e-recycling program, funding the costly programs and also collecting light bulbs and batteries for recycling. This year promises to build on those two previous years.The park district and Grand Subaru have since expanded on that relationship, with the dealership involved in the park district's free Egg Hunt Eggstravaganza, dive-in movie showings of children's movies at the water park, Harvest Fest community celebration, Farmside Christmas Since that first event, Jose has gotten the park district involved in community programs that Grand Subaru was running, including a cars & clothes collection event where donations were collected to give clothing to local families in need. Another example was by involving the park district in Grand Subaru's pet adoption event, where we moved our puppy yoga program to the dealership in support of this effort, which led to pets being adopted. On a personal note, Jose has put me in contact with the service department when my Ford Escape blew a tire, and the service department replaced it for me that same day. Later, when the same tire blew, he arranged for me to get into the service department and--while they couldn't repair it the same day--they replaced the tire at very little charge due to the warranty and issued me a loaner vehicle for the weekend while the tire was being replaced.More recently, Jose put me in touch with a salesperson who worked within my budget to purchase a used vehicle when my daughter blew the engine on my car when she was away in college. It was the easiest process I have ever had in buying a car. Thank you, Jose, for making the community a better place to live, work and play.”

Larissa Schwarz – CARE Coordinator Community Liaison – Bensenville School District 2“ Mr. Drouin, I would like to take this opportunity to inform you that Jose Carrera is such a hardworking, dependable, professional and pleasant person. My job as Community Liaison for Bensenville School District 2 is to partner with the outside community in order to bring valued programming and partners into our school to support our students and families. I have worked with Jose for over 5 years and I can always count on Jose to come through with a positive “Can Do” attitude and then follow it up with some amazing program or support to seal the deal. I know that our teachers and students appreciate the Love of Learning support in their classrooms with 10 teachers receiving $500 for classroom supplies. In addition, our Birth to 3 families appreciated the opportunity to receive baby items and clothes from numerous Grand Subaru outreach drives that all stem from Jose’s passion and commitment to this community. Our Young Entrepreneurial Program and our Career Exploration Fair were successful because of Jose’s willingness to make sure we were supported through participation and donations. Our most recent Career Exploration Fair that Jose was a part of, our 8th grade students made the Grand Subaru table one of the most popular tables visited at the fair. Jose related with the students and got them excited about their future careers in the automotive industry. I’m sure that the really cool giveaways helped too! I wish that we could clone Jose’s work ethic, passion and attitude. It’s not surprising that Jose works for Grand Subaru. Grand Subaru is truly an amazing corporation that employs amazing individuals. Jose truly embodies what it means to be an extraordinary person.” Jose Carrera is more than deserving of the Subaru Shining Star Award. He lives the values that make Subaru special: compassion, connection, and community. At Grand Subaru, we’re lucky to have him and the Subaru family is brighter because of him."

"Elizabeth started with us in 2019 as a service advisor, and it was not long after that management and I realized her talent and dedication to Subaru. In July 2023, she was promoted to Service Manager. What truly stands out about her is her heart. She is always looking to help customers no matter what the situation may be. Her actions have instilled the Love Promise Moment mindset in all other departments.

Below are two stories that I truly think illustrate who she is and a third story of how her impact has affected others to provide Love Promise Moments as well:

"In October of 2024, Subaru client Mrs. Goodwin called in to the service department in distress due to her vehicle battery being dead at a gas station with no way to start it. Our service department had just closed for the day. Mrs. Goodwin called hoping the service department could help as her husband had recently had a stroke. She informed us that she could not let him be home alone much longer as it could become dangerous for him. Elizabeth immediately sprang into action. She reacted quickly and took Mrs. Goodwin a loaner car, to her location and jumped her car to bring it in so she could go home to take care of her husband. This story demonstrates the ability of Elizabeth's to get a customer taken care of and to show her the Subaru love of our customers, no matter what time of day it is.

"Another example of Elizabeth going above and beyond was with Subaru client Ms. Ybarra in November of 2024. It was Saturday afternoon after the service department had closed when Elizabeth saw an email alert about a service client calling in with her A/C blowing hot. She stated that she was upset and did not know what to do as she was scheduled to go out of town on vacation the next day. It was Elizabeth's day off and the service department had closed hours prior, but this did not stop her from taking the necessary steps to get Ms. Ybarra's situation handled. Elizabeth called in to the store and got ahold of the sales department and asked if administrative Samantha Esparza could assist with an after-hours loaner agreement. Elizabeth also had fellow Love Promise Champion Nate Aleman reach out to the client and let her know that we would absolutely be able to assist her. Samantha wrote up a handwritten loaner agreement, and Ms. Ybarra went from being stressed about going on vacation with no A/C, relieved that she was provided alternate transportation. I personally do not know of many employees that would be willing to take such actions on their day off after hours, let alone multiple employees like in this story."

The common theme of these stories have is the willingness of Elizabeth going above and beyond and instilling and nurturing the Culture of the Dealership. The reason she can get all of our employees to go the extra mile is the culture she has built within the store. Elizabeth treats all employees with empathy, appreciation, and respect at all interactions. For this, she has gained unwavering trust throughout all departments at our store. When I asked her to take on the role of Lead Love Promise Champion late in 2023, she did not know what to expect, but she did know she would not settle for anything less than being a forerunner for our store and for the Love Promise Vision. Since her Love Promise takeover, service CSI from 2023 to 2024 increased by 11.2 points (73.3 in 2023, and 84.5 in 2024). She also implemented an employee of the month program, which gives the winner an upfront parking spot, a huge cake, and recognition in front of all of his/her peers. Elizabeth with her fellow Love Promise Champions often have small events for employee appreciation such as ice cream trucks, taco trucks, fruit cup trucks, and even sometimes light up our own grill to make burgers, hot dogs, tacos, etc. All these things just simply did not happen before Elizabeth made it happen. The most important thing I would like to point out in saying all of this is that if you asked Elizabeth what she thinks has made the difference at North Park Subaru Dominion, the last thing she would suggest is herself. She will always give full credit to our team. She will say that it is every single one of our employees that are making the difference daily. Her humility speaks louder than her words. What impresses me the most is the influence she has inspired our staff. Empowering and creating a culture of helpfulness and love to our customers is her mission. In closing is a story of what her influence has created One day a lady came in distraught that her 16 year old daughter's Certified Subaru had been stolen. Without question, 3 staff members contacted Starlink on the customer's behalf, located the vehicle, and with the help of law enforcement recovered the vehicle. The staff members accompanied the customer to recover the vehicle so she would not be alone in what one would consider a scary situation. Due to Elizabeth's continued influence on our culture, it allows moments like this to occur and keep occurring. We do not search for Love Promise Moments to happen but rather have made it our way of running our business. Caring for our customers is an integral part of the way North Park Subaru Dominion operates. She embodies what the HEART pillars represent. She is our Love Promise Lead Champion and guide. The Love Promise Vision is alive at our store because of her daily efforts. I believe that Elizabeth Vazquez deserves to win the Shining Star award."

Submission Video: https://url.usb.m.mimecastprotect.com/s/JliyC6Yp02UPJzQzC6hLU5czQi?domain=youtube.com

"I am writing this to nominate Katie Mistretta in hopes she can receive the Shining Star award for her extraordinary customer service. Katie has been with us for two years and she is a leading example as to what HEART is all about. Honest, empathic, appreciative, respecting, and trust are just a few great adjectives that describe Katies personality and attitude, not only to our customer, but also in her personal life. Katie goes above and beyond for every person that steps in our door."

Submission Video: https://www.youtube.com/watch?v=Sh8uZrTiQaI

"After graduating from a local trade school, Rick Manas discovered his passion for the automotive industry. Since March 22, 1989, Rick hasbeen an integral member of the Suburban Subaru team, serving in various capacities within the service department. Starting as a lotattendant, he has progressed to becoming a respected leader in one of New England's busiest Subaru service facilities. I am proud tonominate him for the Subaru Shining Star Award. While it's important to acknowledge the positive feedback received from customersregarding their experiences with Rick, it's also essential to recognize the associates he worked with that contributed to the success of his 43-bay shop. This acknowledgment includes the assistants and shop foremen he has mentored, advisors, express techs, and Subaru MasterTechnicians he has significantly influenced. For many, Suburban Subaru has been their only automotive employer as well.

Rick's dedication to community service is also exemplified by his long-standing involvement with the local Fire Department. For over 25years, he has worked with them on their Toys for Tykes program, inspiring our customers and associates to donate toys. Right before theholiday, the fire department arrives at the dealership, collects them, and is on its way to delivering them to a deserving child. Rick'scommitment to the fire department runs even deeper. When the Solterra was first introduced, he coordinated an evening with multipletowns so they could better understand its operation in the event of motor vehicle accidents. Having worked closely with Rick for over 35years, I have witnessed numerous instances of exceptional customer service that showcase his professionalism and compassion.

A recent email from a customer demonstrates his attributes. "Dear Subaru,I am writing to share an outstanding experience I had with one of your team members from the service department at Suburban Subaru in Vernon, Connecticut. My family and I have been loyal Subaru owners for many years. We have always been pleased with the service that we have received at Suburban Subaru. However, it is Rick Manas who has consistently been the steady force behind ourpositive experiences. He has always been there to support both our vehicles and us as owners. Recently, I purchased a Subaru Solterra and Ihave been extremely happy with the vehicle. I encountered an unexpected issue with the auxiliary battery a couple of days ago. After a long day at work, my car wouldn't start on a very cold, dreary evening. My attempts to reach the Subaru Roadside Assistance failed which only added to my frustration. In a moment of uncertainty, I decided to contact Suburban Subaru, hoping that someone would be available to helpme. Rick was there and he immediately put my mind at ease. He arranged for a tow truck to assist me and reassured me that everything would be taken care of—he truly had everything under control. The following morning, Rick personally called to inform me that my car battery was at fault and a new one was installed. My husband and I work at a hospital and it is difficult to get out of work on time and get to the dealership after work. Rick arranged for my car to be delivered to my home. This level of customer service is exceptional and I am incredibly grateful for the care and attention Rick showed me. I wanted to extend my heartfelt thanks to Rick for turning what could have been a verystressful situation into a positive one. You are lucky to have Rick representing Subaru. With much appreciation, Sue and Steve Donahue."

I am blessed to work with Rick and even prouder to know him. Many would agree with me that he is an individual who consistently prioritizes the needs of others and is always willing to lend a helping hand. Not only does he epitomize the HEART pillars, he could have wrote them.

"I am writing to recommend Regina Medina, an exceptional member of our team at Competition Subaru, for the Subaru Shining Star Award. As the General Manager of Competition Subaru, I have had the privilege of witnessing Regina's unwavering dedication to enhancing our overall customer experience and cultivating a culture that embodies the Subaru Love Promise.

Regina's commitment to fostering a culture of H.E.A.R.T. – Honesty, Empathy, Appreciation, Respect, and Trust – is truly exemplary. In her role as the store's "Love Promise Champion," created by Subaru to assist in the cultivation and propagation of the Love Promise culture throughout the retailer, Regina has played an instrumental role in instilling these values in our team members and ensuring that they are upheld in every interaction with our customers. Furthermore, Regina's recent appointment as our Love-Encore Specialist is a testament to her warm-hearted nature and spirited engagement with customers. Utilizing her extensive product knowledge she ensures that our valued customers are familiar with and receive the full benefit of the top-tier technology their Subaru has to offer. Her dedication to ensuring that customers feel supported and valued long after their initial purchase is truly commendable.

Beyond her exemplary performance within the retailer, Regina has been extensively involved in our community and charitable efforts. From pet adoption initiatives to educational and environmental initiatives, Regina's passion for making a positive impact knows no bounds. One particular instance stands out; Regina played an integral role in rallying our team to support a young Subaru enthusiast recently diagnosed with cancer. Through Regina's efforts, the team showed support, care, and love by arranging a visit to our retailer, where the young enthusiast was given gifts, seated in his favorite Subarus, and provided a tour of our state-of-the-art service facility. Here he was able to take pictures with his brother creating memorable moments. Regina's compassionate leadership and dedication to making a difference in the lives of others truly embody the spirit of the Subaru Love Promise here at Competition Subaru.

In conclusion, Regina Medina exemplifies the qualities of excellence, integrity, and customer service that the Subaru Shining Star Award seeks to honor. Her tireless efforts to lead by example, foster a culture of H.E.A.R.T., and make a positive impact in our community make her a true shining star within our retailer and the Subaru community as a whole."

"Carmen Hinton, a black female automotive service manager at CMA's Valley Subaru, was known not just for her technical expertise but also for her unparalleled dedication to customer service. Her story of creating an extraordinary customer experience became the talk of the automotive industry, inspiring others and earning her accolades like Automotive News' Top 40 Under 40 and the Women Driving Auto Retail Award. Carmen's journey in the automotive industry began with a deep passion for cars and a determination to break through barriers. As a woman of color in a predominantly male-dominated field, she faced challenges and skepticism. However, Carmen's unwavering commitment to excellence and her belief in the power of customer service propelled her forward.

One particular instance showcased Carmen's exceptional dedication to her customers. A loyal Subaru owner, Mrs. Johnson. Mrs Johnson had a 2011 Outback and was in an accident 20 miles down the road. It was a cold and rainy morning and a car had hit her from the side and her car was not severely damaged but was not driveable. Mrs.Johnson was an elderly widow with no family close by. Mrs Johnson didnt know who to call except Carmen. Mrs. Johnson was in tears and shakin up. Carmen rushed down to meet her and calm her down and walk Mrs Johnson on what to do.

They called Mrs Johnson's sister Betty who lived 3 hours away and told her what happened and notified the insurance company. Carmen then put Mrs Johnson in a loaner Outback at no charge until she could figure out what to do with her beloved 2011 Outback. Mrs Johnson was in awe that we would lend her a car to use and expect nothing in return. She ended up being in our loaner for around three weeks total while her old car was being fixed at a local body shop. We ended up selling Mrs. Johnson a new premium Outback and her sister came in to the showroom with her to come show her gratitude as well.

Instead of simply saying that there was nothing we could do, Carmen went above and beyond to ensure Mrs. Johnson was treated like family with a very high level of care. She couldn't stop singing Carmen's praises, sharing her experience with friends and family and even posting a glowing review online. Word of Carmen's extraordinary customer service spread like wildfire, earning her widespread recognition within the automotive industry. Her story became an inspiration to others, proving that dedication, empathy, and a genuine commitment to customer satisfaction know no bounds.

As Carmen continued to excel in her role at CMA's Valley Subaru, she not only enhanced the dealership's reputation but also shattered stereotypes and paved the way for more diversity and inclusion in the automotive world. Her impact went far beyond the confines of her dealership, leaving a lasting legacy of excellence and inspiration for generations to come."

"It is with great pleasure and admiration that we nominate Sarah Harper for the prestigious Shining Star Award. Sarah's warmth and compassion shine through in every interaction. Her dedication to providing exceptional care to our customers is evident, as she goes above and beyond to ensure that each individual feels valued and supported. Her exceptional qualities as an advisor and her remarkable commitment to helping others were recently demonstrated in an extraordinary act of kindness that truly embodies the spirit of this award.

Distressed and stranded on the side of the road, a Subaru owner found herself in desperate need of assistance. She was on a road trip and far from her local Subaru store but confident in the Love Promise she called the nearest store which happened to be Mark Miller Subaru South Towne. Her call reached Sarah Harper with only about an hour before closing; she could not have been in better and more capable hands. The woman, just hours earlier, received the devastating news – her sister had been diagnosed with terminal cancer. She was determined to be by her side in this time of need. She left immediately, only to encounter car trouble just 2 hours into her 8 hour drive. The stress in the older woman’s voice was present as she indicated over the phone her check engine light turned on and she needed to stop in and get it looked at. She was far enough out that it was unclear if she’d make it to us before closing. Sarah quickly invited the customer to come straight in and ask for her, meanwhile, Sarah tracked down a technician that was willing to stay and work after closing to help this desperate customer.

When the woman arrived, it was quickly determined that the issue was not going to be easily remedied, the check engine light code was for a valve body. Sarah did not give up or quit. She reached out to her team after hours and was able to secure a loaner for the evening and get parts ordered for delivery to be ready for the vehicle the following morning. The woman’s trip was delayed by one evening which was less than ideal, but Sarah's empathy and genuine concern added to the customer’s confidence in Subaru. The customer returned the following morning, refreshed and ready to continue her journey. She was overtaken with emotion of gratitude and shared a special moment with Sarah who was able to help her in her moment of distress. Sarah assured her that she was “simply doing what anyone else would have done.”

Beyond her exceptional customer service skills, Sarah's actions serve as a reminder of the profound impact that kindness can have on those in need. Her unwavering dedication to making a positive difference in the lives of others is both inspiring and commendable. She exemplified the values of compassion, empathy, and selflessness that are at the heart of the Shining Star Award. In recognition of her extraordinary acts of kindness and her ongoing commitment to serving others with grace and compassion, we wholeheartedly nominate Sarah Harper for the Shining Star Award. She is a true gem in our community, and her light shines brightly for all to see."

"Carolina Sanchez is our Lead Love Promise Champion and Performance Manager here at North Park Subaru in San Antonio, Texas. She is the architect behind our positive culture change. Carolina has worked with a passion to create a retailer culture that has blossomed into all the employees having a desire to go above and beyond for customers. She has cultivated an internal mindset that customers are not a transactional occurrence, however they are part of our Subaru family, and we cherish a lifelong relationship with them.

Being Lead Love Promise Champion gave her the instrument to use her natural leadership skills to be a culture curator – build and maintain a strong team. The first foundation block she built was creating an “Employee of the Month” in January 2022. The employee was given a prime parking space, a cash reward, and peer recognition for going above and beyond their job duty for an employee or customer. This took place in a ceremony in the conference room where all the employees gathered. Public recognition was key for this program to work. Carolina instinctively knew that public praise would aid her in gaining traction for this initiative. Since its inception 26 months ago there have only been two – 2-time winners. Every department has been represented in “Employee of the Month”. The voting has progressively grown closer, often leading to a vote off. The reason – a culture of doing random acts of kindness has grown, whether it be towards an employee or a customer. There has been a positive shift in a willingness to go above and beyond.

The second foundation block to be built was the team outings. It began with an axe throwing event at the store. This was an individual event with minimal participation. The second was a bowling night. More participants, however, each department bowled with one another. There wasn’t cross pollination of departments. The magic happened during the third event, a store softball game. A lot of participation and this event is where collaboration between departments really began. Carolina filled the teams by drawing names randomly. This is the first time the store had cross departmental collaboration. During the event you could really see the store come together. It wasn’t about what department one worked for but rather bonding as a team. Employees had the opportunity to get to know each other on a personal level. Communicating, laughing, and cheering for one another. Individuals from various departments began working together towards a common goal. This translated into the store work environment. There has been a noticeable shift from departmental divisions to a cooperative work environment.

The third foundation block was special recognition for Love Promise Moments by an employee. Carolina began receiving feedback from employees about Love Promise Moments that they witnessed other employees doing. As she heard more and more accounts of these deeds, she wanted to make the entire store aware. When the next opportunity arose, she put together a gift basket of various items. The store gathered and the story was told about the Love Promise Moment and the employee was rewarded with the gift basket. More and more stories were coming back to Carolina. She has done several more presentations in the conference room and in the shop. She now has gift cards in her office and as she witnesses a Love Promise Moment, she immediately presents the employee with a gift card.

As the General Manager, I can say without hesitation or reservation, Carolina Sanchez has single-handedly changed the culture at North Park Subaru. In the automotive business success is based on numbers and percentages. The worth of a department is then placed with a numeric value. In the case of our positive culture change – there is not a number or percentage that can determine its worth. It is, Carolina is, invaluable! At any moment of any day Carolina is interacting with an employee. Whether it be in her office engaged in a one-on-one conversation, walking through the shop talking with the technicians, or giving positive affirmations in the sale meetings. She is the embodiment of the H.E.A.R.T. Pillars and the spirit of the Love Promise. With the culture that Carolina has been instrumental in cultivating, the team is now empowered to go above-and-beyond and create many extraordinary experiences for our customers. She was the catalyst that brought the entire store together and uplifted the culture. One person able to make such an impactful change in a Subaru Retailer is the absolute definition of a Subaru Shining Star! Carolina Sanchez is North Park Subarus Symmetrical All – Wheel Drive!"

"Dear SOA, I would like to nominate Landon Bigogno, from Lou Fusz Subaru in St Peters, MO, for the 2024 Subaru Shining Star Award. Landon has been with us for 8 years, and in that time, he has held several positions. He started off as a Service Advisor back in 2016. We were fortunate enough to steal him from the Hospitality industry. From the start, we knew we had a special individual with Landon. It wasn’t called NPS back then, but we knew we had a superstar when it came to taking care of customers. Landon was always willing to go above and beyond to make the customer happy. It didn’t matter if it was something he was supposed to do or not, he was going to do whatever it took to satisfy the customer.

One example of this is hand washing customers' cars when the car wash broke down. Most Service Writers wouldn’t do that, but Landon didn’t think twice about it. On another occasion, a service customer pulled up just after the service department had closed for the day. Never one to run out at the buzzer, Landon was still at his desk reviewing his day. The customer had to stay late at work and missed getting to the dealership by 6pm. He stayed and reviewed the work done on the customer’s vehicle and walked her out to her car. But that wasn’t the end. The technician had forgotten to install the cabin filter. It was lying in the seat when he walked her out. He pulled the car back into the shop, where all the mechanics had already left, and installed the new air filter. He then vacuumed it out for her before pulling the Crosstrek back around in front for the customer. He did these kinds of things daily.

After 4 years of taking care of our service customers, he tried his hand at Sales. He says he failed at it. He sold Subarus for 4 months in our New Car showroom, but we could tell his H.E.A.R.T. wasn’t in it. Knowing it wasn’t working out, but knowing how much of an asset he was to the company, and to Subaru, we offered Landon the role of Love Encore Delivery Specialist. He already had a great relationship with our customer base due to his years in our service department. This was probably the best decision the dealership had made in a long time. He was so good with customers. He was always putting them first and working with them, regardless of their timeframes. Shortly after taking that role, he also took the lead on our Trade Up Advantage program. From the word go, he was a Rockstar at it. He took on both roles, and never looked back.

A few years into that, another opportunity arose. The Subaru Love Promise Champion. Our store was fortunate enough to be in one of the initial waves of the Love Promise Initiative. During our onboarding, Diego Montoya advised that the store would need something called a Love Promise Champion. This was a position he suggested by a volunteer, not someone appointed to it. Landon was the first to raise his hand. We were very lucky that he did. He started talking to the staff about the Love Promise, and what it meant. He asked them all to let him know if they witnessed a “Love Promise Moment”, and to please let him know if they did. Landon wanted a way to recognize other employees that were going above and beyond with our customers like he was. He started giving out employee of the week gift cards as well as employee of the month gift cards to employees who he either witnessed, or was told about, that went above and beyond to help a customer or a fellow employee. Also, being that Landon had worked in both the Variable, and the Fixed side of the dealership, he had created relationships that he could count on to tell him of these Love Promise Moments.

It is rare when you find an employee that has great relationships throughout the front and back of a dealership. here is not an employee at the store that he doesn’t interact with, and he knows something personal about all of them. He is special. He really does care about the people he works with, those he works for, and those he serves. Since taking on this role, he has even expanded it to NPS. Whenever he makes his Love Encore calls, he always asks how their experience was. If it is anything less than fantastic, he always alerts the General Sales Manager, who then reaches out to the customers. Landon tells him about any issues the customer may have, and they get addressed immediately. This has helped greatly with our NPS scores. When the customer knows that the dealership truly cares about how they feel, and how their experience was, it goes a long way. Buying a car can be a huge process to someone, but Landon finds a way to make it all seem simple. He finds ways to put the customer at ease. Whether it is going to the customer’s house to set up their HomeLink, or just pairing their phone and showing them how to use navigation, he is the go-to guy.

To summarize, Landon is not only a great person, but he is also a Subaru enthusiast. He currently owns a 2003 WRX bug eye and a 2006 WRX STi. He also participated in a Guinness Book of World Record for the longest Subaru parade, which took place in Chicago in 2009. At the time, it was 339 cars long. He went to the 100 Acre Wood rally and met Travis Pastrana and the late Ken Block. He is such a Subaru fanatic that he even let Travis Pastrana sign the dash of his STi."

"As Planet Subaru’s service department customer retention manager, Mark Negron works tirelessly to smooth ruffled feathers, solve problems, and ensure that every customer has an experience with high expectations set by Planet Subaru’s Love Promise. He executes every day on the H.E.A.R.T. fundamentals.

A native of Puerto Rico, Mark Negron has dedicated his life to serving people inside and outside Planet Subaru. As a young man, he served in the US Navy as a corpsman (medic). Since then, he has served in a variety of leadership positions to reduce our environmental footprint. He has also led, founded, or helped many local non-profit organizations beautify public spaces, feed the needy, and support native wildlife. He is Planet Subaru’s most active and effective Subaru Eco-certified Green Team member.

Mark’s passion is organizing communities to install and develop food forests. He even led the installation of such an orchard right on Planet Subaru’s acreage! He was responsible for organizing Planet Subaru’s partnership with the Accord School, whose special needs children visited Planet Subaru to maintain the food forest. Mark also installed Planet Subaru’s Ruby Trail, a nature walk through the woods at Planet Subaru that brings joy to customers and team members. And there’s even more! Mark created Planet Subaru’s annual bobwhite quail chick release, an effort to help restore the endangered bird in its historic range. Mark’s efforts earned him a regional Cox Conservation Heroes award, and he donated the $7,500 prize to a local environmental non-profit!

He is the epitome of the Love Promise in action. What makes these and all of Mark's efforts so noteworthy is that he does all of these things in addition to working full-time and raising a young daughter as a single parent."

"Robert has represented TriCity Subaru and Subaru for over 20 years. He has been involved in every department, from lot management to sales management. He started from the bottom and worked hard to rise to the top. He is a leader with an incredible ability to relate with any role, department, or person. His vast experience, unwavering dedication, and empathy play an enormous role in everyone’s success at TriCity.

Robert’s true passion is helping and caring for people. For the last 10 years, Robert has been our leader, coordinator, and front man for all community efforts. TriCity Subaru has partnered closely with countless community efforts and charities, building impactful relationships that go well beyond financial support. Robert doesn’t stand behind our charity partners. He stands with them, internalizes their cause, and takes personal responsibility to help and educate the community. Our community involvement has become a very personal passion for Robert, inspiring all of us to get more involved, help others, and simply be better humans. Below, please read the most recent Love Promise story submitted by Lydia’s House of Hope. It demonstrates Robert’s ongoing support, genuine interest, and going above-and-beyond nature that drive all Tri-City community efforts.

It doesn’t stop there. Robert treats every Tri-City customer as his own, like family. We had an older, troubled customer who lost her husband. She had an inherent worry about everything from her new car, to STARLINK, to life. On several occasions, Robert took her out of the hands of other staff, invited her into his office, and let her talk through everything that was on her mind. She needed to rehash her husband’s death, the dealings thereafter, and eventually, her technology concerns with the new car. Robert was there for her.

Robert’s hard work, dedication, love for the Subaru brand, and most importantly his love and compassion for people and our community, are an inspiration. We all strive to be more like Robert, a Subaru Shining Star every day."

"Casey exemplifies the HEART pillars naturally. It's simply her nature to provide the best possible service to her customers. I do not have one clear example of Casey creating one extraordinary customer experience - she does it every day, and not only for her customers, but the community as well. This past year, she not only maintained an extremely high-level NPS, but she coordinated volunteer efforts at an inner-city school, a park clean-up, spearheaded a collection for the Akron-Canton Food bank (over and above the Share the Love event), and coordinated a Christmas drive through Amazon for a local family in need. This was not affiliated in any way with our stores Love Promise commitments. Casey organized this on her own when she got word this family was in need.

Casey not only demonstrates the HEART pillars during the sales process, but continually makes herself available for her clients' needs after the sale as well. As our resident product expert she not only assists her customers with product questions, she helps all of her teammates' customers as well. Casey never hesitates to serve our customers. On may occasions, Casey has gone to a customer's home to deliver a vehicle, deliver license plates, and even program garage door openers - which generally requires getting on a ladder in the garage and getting dirty in order to program the HomeLink system. Casey is Serra Subaru's Shining Star every day. Ask any person in or showroom (or service department) who provides exemplary service day in and day out, and they will tell you it's Casey. Every person may have a shining star moment. I believe Casey is most deserving of the Shining Star Award because serving our customers, community and her teammates is an innate characteristic of hers. It just comes natural and she does it with a smile!"

"Everyone there was friendly and helpful. I want to especially thank Joe who is an incredible listener, and went the extra mile to help me in every way possible... Thank you for the excellent service, and kindness." - Delores K.

"From the moment I drove in to have my car serviced to the time I was ready to leave I was treated with so much professionalism and kindness." - Judy T.

"Very satisfied and grateful. Fine staff at desk....Joe was efficient, kind, understanding." - Thomas T.

"Van Bortel service is by far the best we have ever experienced from a car dealership. The service rep is always so kind and courteous--this time it was Joey, and he was excellent. Great help and communication... Thanks once again--this excellent service is a big reason we are on our 5th Van Bortel Subaru!" - James H.

"Joe Gacioch could not have been nicer or more helpful, explaining everything, answering all my questions, and fixing everything, all with such a kind and positive attitude! I always appreciate your service department but the kind care in these fraught times was and is all the more valued." - Beverly J.

"...I'd like to take a paragraph or two to reflect on the customer service I saw before I picked up my vehicle. The woman being helped in line before me appeared to be disgruntled about something with the services rendered to her vehicle (I was trying not to listen and didn't catch exactly what the issue was). The employee speaking with her was trying to explain that what they did was necessary to keep her vehicle safely and legally road worthy. She was not having it. So, I don't bore you with a story about which I know very little detail, I'll tell you that this employee handled the situation (and this lady's attitude, if I'm being honest here) with suave and finesse. He took the time to explain the work done to her vehicle and keep it in good health. Regardless of her responses (mostly negative) he kept answering with a positive "shine" in his voice. It was amazing to watch. He did a perfect job reacting appropriately and professionally to all of her questions and requests for paper work, etc. I was impressed, and I wish I'd asked his name so I could commend him here. I'm guessing it was Joey Gacioch, but I never did actually see his face as his back was turned to me during his interaction with said woman...Your employee had exemplary composure and, again, professionalism to the max. Keep up the good work folks!!!" - Kevin M.

"Jeremy Griffith, Finance Director at Schulte Subaru, has lived the Love Promise everyday, even long before we had heard of The Subaru Love Promise.

One of the most proud moments in the history of our dealership was when we helped two young boys who did $60,000 worth of vandalism to our cars by jumping on the hoods and roofs. Instead of prosecuting the boys, we decided to mentor them and give them part-time employment. By doing so we found out about the rough lives they lived. One of the staff members that was vital in the mentoring process was Jeremy. He found out that their living conditions were horrendous. They had hardly any furniture and no beds. The boys also had bed bugs in their blankets. Jeremy worked with our company to find a better place for their family to live. One of the boys also had to walk to school because his mother could not drive. So Jeremy and the dealership helped him get a bus pass and bought him a new bike as well as many other things to help the family out. The young man was 14 years old at the time and worked with us for about 2 years. After that the family moved out of state. Jeremy kept in touch with him throughout the years, and when the young man turned 21 Jeremy sold him his first car. The shining light at the end of the story is that a year later he moved back to Sioux Falls, and because of Jeremy, he is full-time employed with us, doing an amazing job with a bright future ahead."

Herb showed major compassion in this interaction with a service customer.

"My name is Carlee Cantrell and I bought a 2022 Subaru ascent last January. I keep coming in for my regular maintenance and I had the most special experience having Herb from Subaru help me with an issue I thought I had with my car. A little backstory, I had just left my 3 year old sons glaucoma appointment in Portland where I had received some not so great news in regards to his vision and had been holding tears back trying to be strong for my son, whom was with me driving to Capitol Subaru to have my car looked at right after his appointment. We pull into the service bay and Herb met me out there and took my car with my son and I in it. We got to talking as he was test driving it to see if he felt what I thought was shaking at the wheel. (Turns out my car is just fine) but we had gotten on the topic of my son's name and age as he was sitting in the backseat. I told Herb about his port wine stain birthmark and all his procedures he has had. I started tearing up as I was telling him about him starting to lose his vision from his battle with glaucoma. Herb said that his oldest son was born with a heart defect and he had many many surgeries as well and knows what I am going through as a parent wanting to take it all away from our kids. He comforted me with his amazing words of kindness and said how strong my son was for all he's been through and to continue to advocate for him and all his upcoming procedures. After we got back to Capitol Subaru from the test drive, he continued to talk to me and learn about my son and my husband along with my other children. He absolutely made me feel like a human and not a sobbing mom. Fast forward two weeks, I came home to a small package at my front door and I opened it up. It was personally from Herb with a hand written note and a tin box full of children's band aids called bravery badges. Herb had absolutely not only taken care of us while we were here at Capitol Subaru but went out of his way in his personal life and on his own time and dime he bought something so sweet for my son for all his upcoming procedures. He recognized my son as a normal child and not a child to feel sorry for with disabilities. He saw and went out of his way to reward my son for everything he has gone through with resilience and made our family feel SEEN and heard. We have so much thanks to that man. Such a small gesture of kindness had absolutely in that second changed our lives just by his actions of making us feel seen and not sorrowed for. We believe Herb needs absolute recognition for his actions and to get his story of kindness and going above and beyond. That man has a heart of gold and we are so incredibly thankful to have crossed paths with him."

"I wanted to pass along a story about our Sales Consultant Nikki McFerren and who helped one of her customers, Charles Borroughs.

Charles purchased a 2022 Outback from Nikki, He is an older gentleman with no immediate family and whose wife recently passed away. On Friday February 26 Nikki received a phone call from Charles Burroughs at 2am in the morning, Charles told Nikki that he hit a deer on the way home from his cabin in the Poconos in Pennsylvania. The first thing Nikki asked Charles was if he was Ok, Charles said yes and told her that Starlink alerted the Police and that they were on the way, Charles was shaking up, the air bags deployed and he was stuck in the car, trying to keep Charles calm Nikki stayed on the phone with him until the Police arrived, the ambulance arrived and fortunately he was Ok, it was 2am and Charles was 3 hours from home so Nikki told him she would come and pick him up and take him home, so that’s what Nikki did she got dressed got in her car and drove an hour and a half to pick Charles up as he waited with the EMS at the local hospital, Nikki drove Charles home that night and she arrived back to her house in the early morning.

Nikki has been a Salesperson at Faulkner Subaru for 6 years and goes above and beyond to help our customers and truly treats customers as part of her family"