MidAtlantic Independent Automotive Dealers Association (IADA) recently named Robert Bassam’s company Easterns Automotive Group the 2019 Maryland Quality Dealer of the Year. This is such a prestigious honor! Many don’t know that Easterns started as just an idea Bassam had as a young man. He literally started from the bottom and worked his way up to where he is now with over 300 employees across 7 dealerships in DC, Maryland, and Virginia. Easterns is truly light years ahead of the car dealer competition due to the innovation at their corporate facility in Sterling, VA. Every day staff works to turnaround between 30-40 vehicles that are ready for sale. Employees at Easterns really work together as a team despite the department that they work in. They understand that the goal is to sell high quality vehicles.
Throughout the years, Easterns went through several changes due to the economy. In 2008, Easterns had 17 locations across the area and Bassam decided it was best to downsize. The goal was to have less dealerships but convert the remaining small dealerships into larger super centers in the right locations to command customers. The internet also played a huge role in the growth of Easterns. Easterns.com has over 1,000 vehicles that are available to all customers despite the specific location. For example, if a customer likes a vehicle at the Laurel, MD store but their nearest store is Temple Hills, MD Easterns staff will have the vehicle transferred free of cost. After their purchase, customers are able to leave reviews online based on their Easterns car buying experience. This also helps potential customers when deciding on a dealer because they will see that Easterns has a 4.9 out of 5 rating and specializes in providing excellent customer service.
Many know Easterns from the early 2000 jingle commercials that have featured players from the Washington Redskins, Washington Wizards, and Baltimore Ravens. These commercials still garner attention on social media and still often go viral to this day. However, Easterns has another audience that is familiar with their philanthropy in the community. Easterns works with both Fox 5 DC and WUSA 9 on segments that are geared to helping individuals or organizations in need. Recently, Easterns stepped up to the plate to donate $10,000 a week to two Loudoun County food banks until the end of the government shutdown. The shutdown left hundreds of thousands of federal workers furloughed without pay. Bassam always does his best to make sure Easterns is present in the community that has supported his brand for over 30 years.
The goal of most businesses is to provide great service to their customers. When you provide customers with top-notch service, they are more inclined to come back and even tell their friends and family. Word of mouth is extremely important and honestly the reason that many businesses are able to succeed. Easterns Automotive Group has 5 dealerships located conveniently located throughout the DC, Maryland, and Virginia area with a 6 location coming soon. The owner of Easterns Automotive Group, Robert Bassam, values the voice and opinion of his customers. Easterns uses a platform called Dealer Rater where customers are able to write reviews and give feedback based on their visit or actual car buying experience. The platform itself has become the global hub not only reviews but for car recalls and research as well. Dealer Rater allows Easterns to measure just how happy their customers are based upon the reviews and ratings being sent in. Each Easterns store has a 4.5 or better rating on Dealer Rater with several of their stores just being shy of 5.0. Clearly, customers are pleased with Easterns, the quality of their certified pre-owned vehicles, and what they have to offer but apparently Dealer Rater is as well.
Dealer Rater just announced that every single Easterns location has received a 2018 Consumer Satisfaction Award. These awards are given to the top tier dealerships around the country. This will be the third consecutive year that Easterns stores all received Consumer Satisfaction Awards. It is a true testament that Easterns is dedicated to providing nothing but the best in terms of service to all of their customers.
Every business wants to be connected to their customers. Some just do not know how. In terms of the automotive industry, a company by the name of Dealer Rater has created the formula to do just that. Chip Grueter, the founder of Dealer Rater, noticed the void in the market for car dealerships reviews back in 2002. During that time, there were no websites that connected car dealerships to their customers and allowed customers to voice their opinion about the dealer or the customer service that they received. Over 15 years later, Dealer Rater has over 2 million customer reviews and more than 14 million customers. It has become the global hub for car recalls, research, and service & dealer reviews.
The owner of Easterns Automotive Group, Robert Bassam, knows the importance of his customers having a voice. Easterns implemented Dealer Rater into their online repertoire. Easterns has six locations in the DC, Maryland, and Virginia area. It is imperative that all these customers have a voice and a platform to speak on their experience with Easterns. More importantly, it’s vital that the staff do their job and represent the company to the best of their ability. The overall goal is to have customers speak highly of your company, not negatively.
Dealer Rater gives out awards at the end of the year to deserving dealers. The first awards are the Dealer of the Year awards. These awards are given to a select number of car dealerships located in the United States and Canada for outstanding customer satisfaction. The winners of these awards are chosen by the amount and quality of the customer online reviews. Easterns of Temple Hills was announced as the Dealer of the Year for used cars in the state of Maryland. This is definitely a major accomplishment that the whole team is proud of. Easterns won big because that was not just their only award. Dealer Rater also issues another annual set of awards for Consumer Satisfaction. These awards are given to the top tier car dealerships. Easterns of Hyattsville, Easterns of Laurel, Easterns of Baltimore, and Easterns of Manassas all received Customer Satisfaction Awards for the third year in a row! Easterns Automotive Group is a true testament that caring about your customers and making them your number one priority pays off.
Easterns Automotive Group, founded by Robert Bassam, houses 6 used car dealerships throughout the DC, Maryland, and Virginia area. Easterns is easily one of the biggest names heard across the DC Metro area. This is because here at Easterns, we commit ourselves one hundred percent to customer service, honesty, and making all customers feel comfortable. Beyond that, Easterns has over 30 different lenders to accommodate the financial needs of any and all of our customers. It is a big deal to us that our customers feel important because they are. Being in business for over 25 years and selling over 100,000 certified used cars is no easy feat. Our key is treating everyone equal. We share the same community; therefore, we are one big family.