Advice You - Business

You have no doubt heard the saying that the customer is always right. When you are a customer you happy with this position, when you are the owner of a small business, som

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

etimes you see this is like opening Pandora’s box. But for the sake of argument, let me add a caveat to that saying: “The customer is always right, even when they’re wrong

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

Examples of combination products may in

and you know it.” After 27 years in the car wash and cleaning industry, I have heard it all. Here are some ways carwashes can mitigate upset customers.

Handling Complaint

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

When you handle a complaint, you need to treat the customer as though they are in the right for expressing their opinion, and since you are taking their money, they have

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

every right to complain. You can handle these complaints by simply listening to what it is they have to say and offering suggestions as to how the problem can be fixed.

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

Combination pro

ften fixing the problem might be very easy. Drips from a door jam or a streaked window is easily handled, and we’ve already suggested solutions and ideas to help that cus

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

omer return with their business.

If you don’t think you can fix the problem (for whatever reason), you can have them call the owner and let them handle any situation, and

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

help mediate or settle any problem that might have occurred. This will not change their attitude towards the manager or employee, every business man knows you cannot plea

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

e everyone. Some customers just like to complain and a little empathy goes a long way.

Removing A Customer

If a customer continually complains, and you’ve given them fr

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 car washes, discounts, and just about everything within your power, the next step is to give them a business card or referral to the most expensive car wash or detail sh

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

p in the area and say “I’m sorry, we’re just unable to please you.” Let them learn for themselves just how valuable and affordable your service is to them. They may be s

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

Following aspects would a

orry for complaining and come back, but in the meantime you’ll have removed them from your database and saved yourself weeks of problems. As well as eliminated an irate an

dd to the challenges in developing combination products:

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

irrational customer from tainting your image in front of your more decent clientele.

Bad Checks

Occasionally, maybe once a week, someone will write you a bad check. Us

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

ally it’s under thirty dollars, and they’ll really be embarrassed. The best thing, of course, is not to confront the customer in front of others. Never say to someone “Y

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

u wrote me a bad check” in front of their co-workers or even people they do not know. This will embarrass your customer.

Simply mail the bad check back to the person who

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

wrote it and request to be paid in cash the next time you see them. If it’s a customer you’ve never seen before and think you never will again, mail it back to them and a

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

Professional from academic institutions, pharmaceutical industries, health care indust

k them to write another check ‘now that your funds may be more sufficient.’ We’ve found this to be the easiest way to handle a touchy situation. They’ll usually feel bad

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

and mail you the money back. If they don’t, don’t worry about it, just write it off and go on with being the best car wash company in the world. If a person seems to wri

.

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

e bad checks consistently you should, of course, politely suggest to that person that business should be done on a cash-only basis.

Remember the customer is always right

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

Companies that provide selfless information through particip

nd they need to know that you know that, so show empathy and understanding and make them feel that you respect them and want their business at your carwash. Think about it

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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Advice You - At the Carwash; The Customer really is always Right

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