Useful Advices - Business

1. Don't make threats. Have you ever said this, "If you don't calm down, I'm not going to help you." Or, "If you continue to yell at me, I'm going to have no choice but to terminate this phone call." If yo

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

u've ever made these, or similar, statements, I'd bet that your sole intent was to regain control of the conversation. But the problem is, your customer perceives this type of language as threatening and it does n

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

Examples of combination products may in

t make them back down and it does not create calm. Try a phrase like this instead: "I really want to help you, but your tone/language is making it really hard for me to do that." And then pause for 2-3 seconds to

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

et your words resonate with the customer.

2. Don't argue. Trust me on this one - you can never win an argument with a customer. Certainly, you can prove your point and even have the last word, In a discuss

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

ion on the futility of arguing with people, Dale Carnegie once said "you may be right, but as far as changing your customer's mind is concerned, you will probably be just as futile as if you were wrong." Your goal

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

Combination pro

in complaint situations is to retain the customer, not to be right. If you win the argument, you may very well have lost the customer. Carnegie encourages us to carefully consider some hard questions before going

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

o battle with customers: "Is my reaction one that will relieve the problem, or will it just relieve frustration? Will my reaction drive my customer further away? What price will I pay if I win (the argument)?" Car

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

negie advises, "The only way to get the best of an argument is to avoid it." By the way, customers will spread negative word-of-mouth advertising to 50 people if they get into argument with you!

3. Don't hang

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

p on the customer. I realize I sound conservative on this one, but I stand firm. If you hang up on a customer who is already livid, do you think a "disconnect" helps the situation or hurts the situation? The c

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

stomer still has the problem and most customers won't give up their fight because you chose to hit the flash button. Most will call back and guess what? They will be angrier than ever AND it will cost far more in

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

ime and money to resolve the issue. If you just can't handle the customer, offer to transfer to a supervisor or co-worker.

4. Don't make the customer feel helpless. I cringe every time I hear an employee s

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

Following aspects would a

ay, "This is all I can do." When customers feel helpless, some will resort to whatever they feel it takes to get their needs met. This behavior may include yelling, demanding to speak to a supervisor, or starting

dd to the challenges in developing combination products:

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

blog about your company. This simple phrase changes the entire tone of a tough situation: "Mr. Bryant, what I can do is?"

5. Don't raise your voice. When I want my five-year-old daughter to use her "insid

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

voice", I don't yell, "Lauren, USE YOUR INSIDE VOICE!" I speak in my "inside voice" with the expectation that she will mirror the calm tone of my voice - and she does without any further prompting from me. We mus

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

t use the same technique with demanding customers. Escalating your voice when dealing with an upset customer will not create calm. It will only incite your customer. Lowering your voice presents you as confident,

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

n control, and credible. In many cases your angry customer will begin to calm down because he realizes his intimidation tactic (yelling) isn't working. Try making one of these statements in a low volume when deali

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

Professional from academic institutions, pharmaceutical industries, health care indust

g with an angry customer. "What can I do to help?" or "What can I do to fix this situation?"

6. Don't tell a customer she is wrong. You will be smart to never tell a customer s/he is wrong or mistaken. Tel

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

ling a person they are wrong arouses opposition and will make the customer want to battle with you. (Ever tell your spouse they are wrong?) It's difficult, under even the most benign conditions to change people's

.

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

inds. So why make it harder by starting out on the wrong foot? If you know your customer is wrong, it's better to start off saying, "I thought the contract read otherwise, but let's take a look."

The next time yo

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

Companies that provide selfless information through particip

find yourself the target of verbal abuse from an angry customer, keep in mind these six "don'ts" and you'll be well on your way to getting the angry customer to back down and regaining control of the conversation

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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