November 16, 2001

What does selling furniture have in common with providing health care? Nothing, itwould seem. But when furniture icons ( from left) Barry and Eliot Tatelman of Jordan's Furniture came to the hospital Nov. 12, they shared a common business philosophy with MGHers: Customer service is key to success.

The Tatelman brothers – who have become local celebrities, well-known for their quirky television commercials and unorthodox business practices – came to the MGH to share their vision of success at the Customer Service Roundtable. Their presentation included a video synopsis of their best commercials and an interactive session with the audience complete with prizes for audience members who correctly answered questions.

The Tatelmans said that their success starts with their employees. "We try to show our employees that we appreciate what they do," said Barry Tatelman. "We want them to feel special. If they are excited about their jobs and can have some fun, then that translates to a better experience for our customers."

Another simple tip for good customer service that the Tatelmans shared is to go beyond what people expect – even in a small way. Citing the neon pink painted lines in the Jordan's parking lot, replacing the traditional yellow, Eliot Tatelman said that small details can make a big difference to a customer – or a patient. "It's important to think outside the box, even in small ways," he said. "It's the little things that make people feel good."

Held five times a year, the Customer Service Roundtable is a forum for MGH managers and staff to share ideas and best practices on good customer service.

For more information about the Customer Service Roundtable, call (617) 724-0203.