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Advice You - Dealing with Disgruntled Customers
No matter how hard you try, in business you simply can't please everyone. You could have a highly trained customer service squadron and an award-winning product, but still you'd have some buyers who just weren't happy. The bad news is that unhappy customers are more eager to share t
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
heir experiences than happy ones which could spell disaster for your business.
There is good news, however. Unhappy customers who receive satisfaction can become your biggest allies. The trick, of course, is discovering how to satisfy their needs so efficiently that they'll forget
There is good news, however. Unhappy customers who receive satisfaction can become your biggest allies. The trick, of course, is discovering how to satisfy their needs so efficiently that they'll forget
; 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
hatever caused their disappointment in the first place. Here are some ways to make that happen:
1) Be a Good Listener
When someone complains about us, our first instinct is to get defensive and to distribute blame. Most of the time we start doing this even before the other person
1) Be a Good Listener
When someone complains about us, our first instinct is to get defensive and to distribute blame. Most of the time we start doing this even before the other person
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
has finished their argument. When that happens, we may misjudge the situation, offer inappropriate resolutions, or appear insensitive to our customers' feelings. Instead, we must work hard to become patient listeners. We should stay focused on the customer and not get distracted by
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
nything else going on around us.
We should also pay attention to what is being said, not how it is being said. Even a beligerant customer is trying to express a concrete complaint, he just might not be able to do it as clearly or as calmly as someone else. By listening patiently to
We should also pay attention to what is being said, not how it is being said. Even a beligerant customer is trying to express a concrete complaint, he just might not be able to do it as clearly or as calmly as someone else. By listening patiently to
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
our customers, we can take the first step toward helping them more effectively.
2) Don't Let an Unhappy Customer Slip Away Without a Fight
Just because someone is unsatisfied with your service or your product, you don't have to throw your hands up in the air and say “That's anothe
2) Don't Let an Unhappy Customer Slip Away Without a Fight
Just because someone is unsatisfied with your service or your product, you don't have to throw your hands up in the air and say “That's anothe
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
r one gone.” Take steps right away to resolve the situation. Most customers who have a complaint just want you to take the problem seriously, to handle it as quickly as possible, and to have it resolved in a respectful and professional manner. If you can do that for them, you will s
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
ccessfully mend the relationship.
3) Resolve the Problem to Their Satisfaction, Not Yours
When many businesses right wrongs, they do so by only considering what is in their best interest and not what would satisfy the customer. That simply doesn't work most of the time. Let me giv
3) Resolve the Problem to Their Satisfaction, Not Yours
When many businesses right wrongs, they do so by only considering what is in their best interest and not what would satisfy the customer. That simply doesn't work most of the time. Let me giv
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
e you an example.
One young woman took her small children to a well-known fast food restaurant for dinner. Because her youngest child was diabetic, she ordered diet drinks for their child-sized meals. Instead, she received regular drinks, and the extra sugar in the drink caused her
One young woman took her small children to a well-known fast food restaurant for dinner. Because her youngest child was diabetic, she ordered diet drinks for their child-sized meals. Instead, she received regular drinks, and the extra sugar in the drink caused her
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
child to have to be rushed to the emergency room that night. When she called to complain, the manager offered her a free meal to compensate her for the near-death experience of her two year old daughter.
Why did the manager make such a ludicrous offer? Because that was what the res
Why did the manager make such a ludicrous offer? Because that was what the res
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
aurant had decided to do in order to deal with customer complaints in a cost-effective manner. It was good for them and that's what mattered.
The reality is that customers will all have different ideas on how to resolve these issues: some may want an employee to be fired or punishe
The reality is that customers will all have different ideas on how to resolve these issues: some may want an employee to be fired or punishe
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
d for their bad service, others will want financial restitution, some will want assurance that it will never happen again, and most will want a combination of those things.
To determine how to satisfy your unhappy customers, just ask them how you can make things right and then do w
To determine how to satisfy your unhappy customers, just ask them how you can make things right and then do w
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
atever they ask for (within reason, of course). By doing this, you will be showing how much their satisfaction and patronage means to you.
4) Keep Your Head
When customers are angry with us, it can be very upsetting, especially if we truly do care about their business. Yet, we may
4) Keep Your Head
When customers are angry with us, it can be very upsetting, especially if we truly do care about their business. Yet, we may
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
get so upset that we aren't able to cope effectively with their problem and end up losing the relationship which can be even more upsetting. Instead, take these four steps to coping with your feelings:
A) Remember it's not about you – While it may seem that they are yelling or com
A) Remember it's not about you – While it may seem that they are yelling or com
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
laining about you personally, they aren't. They simply want what they paid for. Your customers don't know if you're a good family man or a single mother struggling to get by; all they know is that they paid for something and that's what they expect to receive. So don't take their co
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
plaints personally.
B) Stop thinking “If only” or “What if” -- After an incident, you may spend days going back over the situation and wondering what you could have done differently, but this is futile. No matter how much you may want to, you can't go back and change it now. Instea
B) Stop thinking “If only” or “What if” -- After an incident, you may spend days going back over the situation and wondering what you could have done differently, but this is futile. No matter how much you may want to, you can't go back and change it now. Instea
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
d, you should be looking forward and finding ways to prevent it from happening again.
C) Know you've done all you can – If you feel guilt because you weren't able to satisfy an unhappy customer, you can shut your conscience up easily if you know that you did everything within your
C) Know you've done all you can – If you feel guilt because you weren't able to satisfy an unhappy customer, you can shut your conscience up easily if you know that you did everything within your
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
ower to right the situation. After all, there are just some people who will never be happy with anything that you do and they aren't worth stressing over.
D) Keep improving – In life, we learn more from our mistakes than we do from getting something right. So each unhappy customer
D) Keep improving – In life, we learn more from our mistakes than we do from getting something right. So each unhappy customer
.
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
provides you with a learning experience that will not only help you handle future situations better but will also show you how to prevent future mistakes from happening. Obviously, you don't want too many of these learning experiences, but when they do happen, be sure to use them wi
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
ely.
While you won't be able to safe every relationship, you may be surprised at how many you can rescue with these suggestions. It may seem like a lot of extra effort, but if you care about your customers and about your business, it's the least you can do for them and for yourself
While you won't be able to safe every relationship, you may be surprised at how many you can rescue with these suggestions. It may seem like a lot of extra effort, but if you care about your customers and about your business, it's the least you can do for them and for yourself
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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