Useful Advices - Business

At American Retail Supply, we make mistakes. We spend lots of time and money to make our procedures as efficient and foolproof as possible,

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

but we still make mistakes. So, where do I get off writing these columns that so often highlight the need for Exceptional Customer Service?

While

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

nobody likes to be at the receiving end of a mistake, we all know that people make mistakes. Exceptional Customer Service requires that we learn from th

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

se mistakes and take action to reduce or eliminate them, but what really brings customers back is your response when you mess up.

Here are a few p

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

ints to consider as you examine your customer service. Can your front line people solve the huge majority of your customer’s problems?

You’ve he

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

rd it from me before and if you read this column you’ll hear it again. People don’t want hassles and very few are out to take advantage of you. I belie

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

e the true test for Exceptional Customer Service is, Can the first person your customer talks to solve the problem?

Do your customers know that Ex

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

eptional Customer Service is what they should expect from you?

I get a few phone calls each year from customers who don’t think they are getting

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

xceptional Customer Service from us. Almost all of these calls start with, “I read in your newsletter that customer service is important to you, I don’t

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

think I’m getting very good service at all...” or “A few months ago when I was on hold I heard that you wanted me to call you if I had a problem that was

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

’t being taken care of.” Sure nobody likes getting calls like this but in another way I LOVE GETTING THEM!

What’s the alternative? For most busi

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

esses it’s a customer who really doesn’t want the hassle of complaining. The customer who goes to the competition and not only doesn’t recommend you to

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

thers, but maybe even bad mouths you. I love customers who give us the opportunity to MAKE THEM HAPPY. Find a way to tell your customers that you want

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

o know if they are not happy.

I stole an idea from Stu Leonard’s Supermarket in Connecticut. He has a big sign with his picture that says, What D

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

You Like? What Don’t You Like? I’d Like To Know. Every invoice we send out at TMS has a flyer that asks the same questions Stu Leonard asks. While i

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

is redundant to send it out with every invoice, we do. I want to be sure that every customer knows that they should expect Exceptional Customer Service

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

and that I want to know if they don’t get it.

Act

The video, In Search of Excellence, says most suggestion boxes get little to no use. The

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

say the reason is customers know that their suggestions will get no action. Stu Leonard’s box is filled, mostly with good comments, every day. Why do

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

eople take the time to write? The video says it’s because they know something will be done. If customers take the time to contact you, take the time to

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

let them know what you are doing.

Every customer who writes to us at TMS, whether its a good comment or a complaint, gets a response.

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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Just like there are private credit reports, a company or commerce with legal entity has a credit history and thus a business credit report that will show creditors and potential lenders what they company's credit behavior has been in the last few years.

Since maintaining your job in management in vital for both your career and ego it is imprtant to understand certain simple concepts and to develop certain skills. In all likelihood both are fairly easy to understand and master. Remember in the end you most likely have minimal real competiton and your actions can be both shielded of responsibilty by simple choices .

Women in higher levels of the Federal government need to do a better job of mentoring other women to move successfully into positions of power and authority. There is an undeniable fact that the participation of women in senior level positions of the Federal government has been a reason of continuous concern and extensive discussion over the last few years. Consequently, how women attain, retain, and sustain these positions has opened the windows to extensive research.

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Useful Advices - Let Your Client's Know Your Customer Service Expectations

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