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Milwaukee's Subaru Stellar Performing Dealership

Sommer's Subaru is Southeastern Wisconsin's premier Subaru Stellar Performing dealership. We take pride in that because as you read below, this is not any easy task to achieve. It comes from providing the absolute best in customer service to everyone that walks through the door, submits an Internet request or has their Subaru serviced here. Our goal is to develop a positive relationship with every person at every touch point. We know that our customers are our most valuable asset and we are continually training and learning the best ways to exceed what the customer considers good service.
The Stellar Performers program is the dealer certification component of The Subaru Difference initiative. What do we mean by "certification"? It means that a Subaru dealer (each of whom is an independent businessperson operating under a Subaru franchise agreement) has voluntarily undergone a process that isolates all customer and owner "touch points" within the dealership, has developed a set of action plans for meeting customer standards, has been monitored and guided toward improvement and has been recognized for the achievement of measurable positive results in the eyes of the dealer's customers.

Certification begins with a rigorous review of dealership operating procedures by an impartial third-party organization.



This dealer review utilizes Subaru performance standards to judge every aspect and department of the dealership, from the Service, Sales and Parts Departments to the appearance and convenience of the dealership buildings and grounds. There are 46 individual standards in the categories, and each has a detailed checklist of attributes that must be met ? more than 200 in all. After this audit is completed, the operating groups within the dealership meet to develop specific action plans needed to bring their dealership to the highest level of compliance.

Customer standards are universal, but action plans must be specific to individual dealerships, depending on their size and location, market type, customer and owner needs, and other variables. Dealers have many tools to determine and fine-tune their way of doing business to provide the best possible customer service. There is a Stellar Performers Web site for each dealer involved in the process. There is ongoing personal consultation and continuing third-party assessment. And, most importantly, there is the measurable customer feedback owners provide through Purchase Experience Surveys and Service Experience Surveys gathered through the Subaru Owner Loyalty Program.

By combining owner expectations with the Stellar Performer guidelines, Subaru dealers are able to identify and address customer and owner needs for their specific marketplace. No detail is overlooked if it's important to customer satisfaction.

When individual action plans are successfully implemented and customer standards are met, a dealership is recognized as a Stellar Performer Certified Subaru Dealer. And once that certification is achieved, the Stellar Performer process doesn't end - certified dealers are re-evaluated regularly to maintain their certification. It's all part of their commitment to providing Subaru owners with superior service at every level.



Certified Pre–Owned Subaru Parts eStore Subaru Stellar Performer