Useful Advices - Business

If you’ve been in business very long, you’ve likely heard it all! You know, the irate customer who is going to sue you over the nineteen dollar product that they

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

claim is bogus; the one that’s going to “shut your business down” because they conjure up in their minds that you might have breeched your privacy policy, or the

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

Examples of combination products may in

one that takes complete advantage of your money-back guaranty. My favorite has to be the one that calls and screams vulgarities into the phone for apparently no

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

reason.

It doesn’t happen often, but if you’re going to be in business, you will run across some nut cases from time to time. Some can be diffused, some can’t.

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

That’s just the way things go in business.

There are some simple techniques for dealing with irate customers without burning yourself an ulcer over them and wi

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

Combination pro

thout telling them you hope they get cancer and die!

Here are some tips you may find useful…

1. Don’t take it personal

There is one thing that almost all nasty

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

customers have in common. They try to attack you on a personal level. Name calling is not unusual. When you take it personal, you are likely to get into a yel

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

ling match with the customer which resolves nothing and only stands to make things worse. Try to diffuse the situation – kill the anger with kindness so to speak

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

. If that doesn’t work, ask them to contact you again once they have calmed down and are willing to speak reasonably. Refuse to speak with a customer in an irat

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

e state. You don’t have to put up with abuse ever.

2. Don’t overdo the “customer is always right” concept

In customer service training you will always hear tha

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

t the customer is always right. While that is true to some extent, sometimes they are just flat wrong. You should always try to accommodate a customer within re

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

Following aspects would a

ason, but do not allow that concept to go too far.

3. Realize it isn’t always your problem

Sometimes people just have a bad day and are looking for someone to t

dd to the challenges in developing combination products:

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

ake it out on. A hateful, ugly customer is often one of these people. If you listen to their ranting and raving, then respond kindly telling them you understand

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

their frustration and you want to work with them to come to a resolution, you will often diffuse the anger and uncover the rational human being beneath it.

4. D

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

on’t fall for fear invoking bluffs In customer service some business people tend to do anything to avoid the potential harm of a threat even if it means losing mo

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

ney or giving in to irrational demands. When you are threatened, consider the validity of the threat. Do you really think someone is going to pay thousands of d

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

Professional from academic institutions, pharmaceutical industries, health care indust

ollars in attorney fees to sue you over a low dollar transaction? Likely not. Again, do what you can to accommodate within reason but don’t give in to unsubstan

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

tiated threats.

5. Be prepared to decide whether or not a customer relationship is worth salvaging

You’ve heard it said that one happy customer tells one person

.

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

about your business while an unhappy customer will tell 10 or more. Undoubtedly, word of mouth can be the best or the worst exposure for your business. This is

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

Companies that provide selfless information through particip

the very basis of the “the customer is always right” concept. Of course it is best to salvage a customer relationship if you can, but again, do so within reason

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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Useful Advices - 5 Simple Tips for Dealing with Nasty Customers

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