Useful Advices - Business

What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company’s forget the 3 R’s of good customer service- Respect your Customer, Take Responsibility for Your Actions and Pro

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

ducts and give your Customers a Full REFUND when it just isn’t right. I promise you that if you follow these 3 simple rules you will never have to run after the same customer again!

Respect the customer! Just about as p

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

Examples of combination products may in

ain as the nose on your face Right? Wrong!

How many times have you been greeted in a less than courteous manner or worse yet- not at all!! Never lose the opportunity to make a great first impression- very rarely do you

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

ave a second chance to undo the damage done by that first encounter. No amount of advertising or even freebies, can make up for this faux pas. Remember it takes a customer 10 times of seeing your advertisement for it to

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

ecome real to them. One customer has the power to tell 50 people how awful you are. That is a lot of damage control. That means that 50 people need to see your ad 10 times- that is 500 times each x 50 – are you reeling y

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

Combination pro

et??? That translates into a lot of dough!!! Wouldn’t it be easier to be pay attention and be nice the first time around???

Customers- they are your business- You need them- they don’t need you. They are your most valua

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

le commodity and it doesn’t take a lot for them to be disloyal- on the other hand- develop trust – and it won’t matter how much your product costs- they will still purchase Kraft over a no name. Why? Because they have be

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

n valued as a customer. Treat customers as you would like to be treated.

7 unhealthy attitudes of Disrespect

•Unprofessional greetings

•Staff who do not know company mission statement

•Staff who do not know the produ

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

t

•Staff who do not understand that the customer is the only reason they are getting a paycheck this week

•Management who don’t listen to staff on how to “fix” customer service

•Giving the front line staff the autho

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

rity to “fix “ a customer problem on the spot

•Respect a customers time

Responsibility

•Company should be responsible for their product- all the parts and pieces should be there, and the product does what it says it

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

does

•When you take responsibility for something you take back your power. If something is wrong with your service- admit it to the customer instead of blaming others

•The customer is always right. Don’t challenge them

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

Following aspects would a

remember what it took to bring them in the door- and how much it will cost you in reputation if they leave unhappy.

•Make sure your staff are creative and have the ability to make decisions on behalf of your organizati

dd to the challenges in developing combination products:

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

n so they have the power to make the customer happy. This may be as simple as being able to throw in a pen or better yet, take off the tax…

Refund-

•Nothing is worse than purchasing something that is not working and fi

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

nding out that you have to have a credit note.

•IF this is your policy- make sure the customer KNOWS this before buying.

•Personally, I believe that a refund is more respectful to your client. You may not have another

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

roduct that they WANT or NEED. To make them buy something they DON’T want just because you have their money- leaves a bad taste in their mouth and they will think twice before shopping at your establishment again.

•Be c

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

eerful when you take returns…A consumer that can shop and safely know that you guarantee what you sell will be a return customer. They know that they can shop with confidence- if they make a mistake – you will help fix i

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

Professional from academic institutions, pharmaceutical industries, health care indust

by taking back the merchandise- this is very powerful and it is why people shop at large department stores - because they KNOW if it is not right it can be returned.

•Have your staff offer to help them find something t

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

hat is more suitable. People don’t always know what you have to offer .Knowledgeable staff are your greatest asset and if they are able to match your products or services to the customer needs, you have created a custome

.

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

for life!

These are customer service solutions that will affect your bottom line. Implement these ideas and you will see a shift begin. Your staff will have pride because they will be more knowledgeable as well as have

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

Companies that provide selfless information through particip

the ability to HELP The customer will be happy knowing that you are there to SERVE them in a cheerful and timely manner

YOU will be happy because you won’t have to work so hard to get this same customer back in the door

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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