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Useful Advices - How to Handle Difficult Customer Conversations--4 Essential Keys
Your business is rolling. Your products are getting to your customers on time. Everything is working just the way you promised it would. Your customers pay their bills o
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
n time. No complaints. The bond between you and your customers could not be stronger.
Then something happens. (You knew it would, right?)
Trouble can come from any dir
Then something happens. (You knew it would, right?)
Trouble can come from any dir
; 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
ction. A delayed product shipment causes a customer to miss a deadline. A salesperson (maybe even you!) promises more than your company could deliver. A customer finds a
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
defect in one of your products that needs replacing right away.
We all know that setbacks are going to occur in business. Setbacks that strain relations between you and
We all know that setbacks are going to occur in business. Setbacks that strain relations between you and
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
our customer. Setbacks that can cause anger and mistrust to build. Will this mean the end of a once profitable relationship? Not necessarily…
When tensions rise between
When tensions rise between
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
you and a customer, it may be time for a tough conversation. A time to clear the air and address the problems that are causing trouble. But how do you keep a difficult c
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
nversation from becoming a full-scale argument that permanently damages relations with your customer? Here are 4 tips to get you through the hard talks that can make or br
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
eak your business.
1. Communicate early and often. Many of us avoid difficult conversations, hoping that problems resolve themselves. That rarely happens. But you can
1. Communicate early and often. Many of us avoid difficult conversations, hoping that problems resolve themselves. That rarely happens. But you can
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
eep small problems from becoming big problems by addressing them quickly. Let your customer know right away that you recognize the problem, and that you’re working to make
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
it right. Keep them updated so they know what’s happening. Don’t keep your customer guessing about what you’re doing to make things right.
2. Look at the situation fro
2. Look at the situation fro
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
the customer’s viewpoint. Your first reaction will be to assess what the problem means to your company—lost profits, prestige, or productivity. But your customer has sim
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
ilar concerns. Approach your conversations with an eye toward solving your customer’s problems and quieting their concerns. Take responsibility. A company representative
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
may need to stay at the customer’s site to oversee the problem’s resolution. Do what it takes to fix things with your customer, then clean things up at your end.
3. Leav
3. Leav
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
e the corporate doublespeak behind. Speak clearly and get to the point. Don’t say, “Apparently, part X is failing to meet desired effectiveness quotas in real-world appli
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
ations,” Instead, try, “Part X isn’t working right. We’re going to replace it.” People rightly see doublespeak as an attempt to cloud the issues and avoid responsibilit
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
y. Say what you mean. Don’t leave any doubt in your customer’s mind.
4. Leave the door open for more conversations. Remember, the problem isn’t solved until your custo
4. Leave the door open for more conversations. Remember, the problem isn’t solved until your custo
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
er thinks it is. Even after you’ve had a hard discussion, your customer is likely to have questions and unresolved issues. Make it clear that you are available to answer
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
questions as they arise. Don’t take offense if your customer isn’t pleasant to deal with at the time. Stress makes all of us do things we wouldn’t normally do. Realize i
.
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
’s the situation, not you, that is upsetting the customer.
Of course, the best way to handle difficult times with customers is to avoid them in the first place. But that’
Of course, the best way to handle difficult times with customers is to avoid them in the first place. But that’
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
s not always possible. If you remember these simple tips, you can get through rough patches with your customer relationships as strong as, or stronger than, they ever were
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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