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Useful Advices - Building Up Or Selectively Demolishing An Image Through Customer Service
Is your customer service building up a positive image for you as a builder or is it selectively demolishing your image? Do you simply talk about good customer service or do you provide and promote a daily customer service commitment? And is customer service really important to individual
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
builders and the entire building industry? The answers are crucial to you specifically as a builder and to the building industry, in general.
Today almost every business talks about customer service. In fact, the term has become so widely and frequently used that it has lost much of it
Today almost every business talks about customer service. In fact, the term has become so widely and frequently used that it has lost much of it
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
s true meaning. It is very easy for a builder or other business to say they provide good customer service. But, are they really providing good customer service. Do they “walk the talk or do they just talk?” In too many cases today, customers are saying that “I can’t hear what you are say
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ng because your actions are speaking too loudly.” Many organizations, including those within the building industry, are saying one thing but doing another when it comes to customer service. Too many times there is a complete lack of commitment to giving the customer what has been promise
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
d, let alone more than what has been promised. This lack of commitment can lead to many negative and undesirable results for the individual builder and the building industry.
The building industry always has been and always will be in a highly visible position to the general public and
The building industry always has been and always will be in a highly visible position to the general public and
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
he media. The building industry is important to the economy, as well as the overall health, safety & welfare of the public. The media are very interested in the building industry because of the potential “high interest” stories it can generate, both positive and negative. So, if you are
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
not treating your customers well, sooner or later a story about your poor customer service will appear in the media or will be reported via the “grapevine” and a process of selective demolition will start on your image.
A well designed and thought out customer service program is importa
A well designed and thought out customer service program is importa
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
nt to specific builders and to the building industry to maintain a company’s credibility and positive image, especially in the face of adversity. Every day you either reinforce your image with good customer service or you tear apart or start to demolish that image with poor or no custome
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
service. You must be absolutely convinced that providing great customer service is in your company’s best interest and that your customer service effort must always be consistent and relentless.
An effective customer service program should include: a company-wide commitment to customer
An effective customer service program should include: a company-wide commitment to customer
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
service; appropriate standards & policies to promote customer service within your organization; selection of subcontractors and suppliers that will complement and strengthen your customer service objectives; development of customer advocacy procedures and elimination of procedures that
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
eter providing great customer service; monitoring your customer service efforts to make sure you are meeting your customer’s expectations; and going beyond good customer service to provide the highest premium service possible. One very good example of an organization that has this type o
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
f customer service program is the featured Builder, Keystone Custom Homes, in the August issue of BUILDER/ARCHITECT MAGAZINE. I have observed their team in action and have personally witnessed some superior examples of great customer service where the customer received more than what was
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
promised. The K team at Keystone Custom Homes provides a classic example of a great customer service program.
Customer service must be considered as valuable and integral a part of running your business as the marketing, selling, building, etc. It must be a permanent “day in day out” a
Customer service must be considered as valuable and integral a part of running your business as the marketing, selling, building, etc. It must be a permanent “day in day out” a
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
tivity, and not just a “once in a while” strategy. It must be reinforced and exemplified every time you interact with your customer. Each encounter with your customer will provide a new opportunity to prove the worth of your customer service.
Your customer service should become second n
Your customer service should become second n
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
ature to you and you should continually listen to what type of service your customers want and keep you attuned to changing wants and needs in your marketplace so you can adjust in order to continue providing great service. Frankly, if you do not listen well and stay on top of what your
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
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
ustomers want in terms of product, prices and great services, your chances of maintaining a positive image, let alone survive in this industry, are limited at best and more than likely non-existent .
If you don’t believe the potential damage that can result from what I have written abov
If you don’t believe the potential damage that can result from what I have written abov
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
e, think about how many builders are still in the marketplace today, or how many still truly maintain a very high positive image in the public eye, as compared to 10 or 20 years ago. The effect of poor customer service and the selective demolition of previously positive images should be
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
evident.
It is time to truly recognize the importance of great customer service and its potential impact on specific builders and on the building industry. It is also time to do something about it! There is no better place to start than within your own organization and industry associat
It is time to truly recognize the importance of great customer service and its potential impact on specific builders and on the building industry. It is also time to do something about it! There is no better place to start than within your own organization and industry associat
.
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
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
ons by developing solid customer service plans. With the risks as high as they are in your industry, don’t leave customer service to chance or to a “seat of the pants” approach. Make a commitment and start planning for your future customer service efforts today. The future of building yo
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
ur company image and the image of the building industry are at risk. With a strong commitment to great customer service, the results toward building a positive image can be tremendous. Without a strong commitment, the results can be the selective demolition of a previously positive image
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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