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Useful Advices - Is the Customer Always Right
We are the operators of a small holiday apartment business, in Perth, Western Australia, advertising only on the internet. We are constantly amazed by the things people will say to try to get a reduction in
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
rates, or a refund.
It seems that some people think that by demanding, complaining or being plain obnoxious we will decide to give them something for nothing. Of course we could just charge extra so that we
It seems that some people think that by demanding, complaining or being plain obnoxious we will decide to give them something for nothing. Of course we could just charge extra so that we
; 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
can reduce the price to those bold (or rude) enough to ask for it but why should the considerate, polite and nice customers suffer.
Of course if they have a valid complaint we always look after them, we have
Of course if they have a valid complaint we always look after them, we have
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
received numerous great reviews and references, and we have many customers who return every year. But it is just the small minority who leaves us wondering if we really want to be in the business.
Example O
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ne - “But we are lawyers from SYDNEY “
This person submitted a request for a booking through the booking request form on our web site. He then phoned to say that he had seen the apartment advertised on a thi
This person submitted a request for a booking through the booking request form on our web site. He then phoned to say that he had seen the apartment advertised on a thi
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
rd party site and noticed that there was only one left for the dates he needed, which was starting from the following day. I confirmed this was true, and as I was out of the office I told him I would take it
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
off the other site and process the booking when I returned to the office.
When I returned I checked the rate advertised on the other site and the rate on our site. I then processed the booking at the lowest
When I returned I checked the rate advertised on the other site and the rate on our site. I then processed the booking at the lowest
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
rate and sent him the receipt and details on how to pick up the key.
Five minutes later the phone rang, it was the customer telling me that I had charged him for a 3 bedroom apartment but given him a 2 bedro
Five minutes later the phone rang, it was the customer telling me that I had charged him for a 3 bedroom apartment but given him a 2 bedro
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
om apartment. I explained that this was not true, and that we only had one apartment available which was the 2 bedroom apartment. No, he insisted – “you have been into the web site and changed all the rates,
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
putting them up, then charging me more”.
I explained that I would not do that, it obviously would not be a good thing to do, and that I would prefer happy, satisfied customers.
He then informed me that they
I explained that I would not do that, it obviously would not be a good thing to do, and that I would prefer happy, satisfied customers.
He then informed me that they
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
were “two lawyers from Sydney” and that there would be “consequences” if I did not reduce the rate.
I was flabbergasted. Did he think that I would be intimidated by the “two lawyers from Sydney”. I knew tha
I was flabbergasted. Did he think that I would be intimidated by the “two lawyers from Sydney”. I knew tha
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
t I had not increased the rates so either he was just mistaken or he was trying some sort of a con – was the credit card stolen? Or was he just trying to get a cheaper rate? Due to the Ashes being played in P
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
erth that week we had just about the last available accommodation. So he was not being very bright in arguing about what was a very normal rate. ( We had had a late cancellation giving us a 5 night vacancy an
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
d I did not want to risk it remaining empty for a couple of nights, and perhaps forcing me to take a 2 or 3 night booking, with the difficulty of getting the cleaner in and the linen cleaned in the short turn
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
around period).
I asked him if he wanted to go ahead with the booking at the rate that had been processed, or did he want to cancel the booking. No, he said, he wanted the accommodation but at a reduced rat
I asked him if he wanted to go ahead with the booking at the rate that had been processed, or did he want to cancel the booking. No, he said, he wanted the accommodation but at a reduced rat
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
e. We ‘discussed’ this for a while but I could not get him to agree to the rate and so told him I would give him a full refund. He then became quite abusive and started ranting about being a “lawyer from Syd
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
ney” and that I would be sorry. In the end I had to put the phone down on him, and then processed a full refund.
Unfortunately, he then phoned me every 2 minutes for a couple of hours. I gave up answering a
Unfortunately, he then phoned me every 2 minutes for a couple of hours. I gave up answering a
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
nd left the mobile in the office and went out.
The next day his partner called to inform me that they had arrived in Perth and that they would be moving into the apartment. I again informed them that the bo
The next day his partner called to inform me that they had arrived in Perth and that they would be moving into the apartment. I again informed them that the bo
.
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
oking had been cancelled, but no she said they were moving in whether I liked it or not, and what part of this did I not understand. I then had to say that I was calling the police and hang up.
I am still no
I am still no
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
t sure whether this was a con to get a reduction, or if he was genuinely confused, but given the end result of the “where’s the view” incident I was certainly glad that we did not let them into the apartment.
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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