Main Subject - Business

Let me begin by breaking down a recent experience I have had which highlights many of the fundamental breakdowns in service that I have noticed.

Recently, I decided to stop by a local donut shop for a cup of coffee. This donut shop is part of a lar

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

ge national chain with locations all over the country. In fact, this particular chain is largely responsible for my caffeine addiction and perhaps even my less than sporty physique. I go to this specific outlet for the following reasons:

- It is cl

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

Examples of combination products may in

ose to my home - The coffee is fresh and always hot - and the prices are decent

Rule 1: Make your customer feel welcomed and appreciated

Upon walking in, I immediately noticed the first flagrant customer experience infraction: Lack of interest i

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

the customer. You may be asking yourself how one can get the feeling that staff is disinterested in taking care of the customer. The answer to this is quite simple. When a customer walks into your place of business, they must almost immediately fee

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

l like someone is there to answer any questions or fulfill any request. In this particular instance, the staff behind the counter was chit chatting with another "off hours" employee that was strategically placed in front of the counter. Having three

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

Combination pro

employees leaning on the counter, talking with another employee on the other side, gives the customer the impression that he is intruding or interrupting.

As a business owner, you only want to promote positive feelings and emotions within your cust

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

omers. You want a customer to feel welcomed and that their business is appreciated, and not a nuisance.

Rule 2: A professional attitude goes a long way

Once the staff noticed my presence, the crowd immediately dissipated and a cashier "graciously"

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

gestured that I could come forward. No verbal greeting, or smile, or apology for a situation that was clearly unprofessional. The employee simply looked in my direction with a blank stare, waiting for my order. I ordered my cup of coffee and my don

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

t. As she was preparing my coffee at the other end of the counter, she yelled back at me to find out what I wanted in my coffee, and thus forcing me to yell back "two milks please". The following words out of her mouth were to tell my how much the o

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

rder came to.

Communication with a customer should be viewed as a transaction. The problem with many establishments is the incorrect perceptions that this transaction strictly monetary. In reality it should be viewed as a two way exchange of inform

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

tion ultimately ending with an exchange of money for services or products rendered. However, from start to finish this transaction should be viewed as an opportunity to gain the customer's trust and loyalty by being courteous and attentive to their

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

Following aspects would a

requests and needs. It is true that all businesses are generally interested in making money, however customer retention should also be an important part of any business's bottom line. In this particular situation, I was left with the feeling that th

dd to the challenges in developing combination products:

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

is person did not care about getting my order right and that they were only interested in getting my money.

Validate your customers' requests throughout the transaction. Make sure that before you set the wheels in motion in terms of production, tha

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

you fully understand what the customer wants and let them know that you do understand the request.

Rule 3: Keep it clean

At this stage, I have successfully purchased my goods and proceed to sit down at the nearest uncluttered table I can find. As

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

I start eating, I immediately notice the level of disarray of this coffee shop. There are trays and empty containers of food all over the tables, the garbage bins heaping with trash and the floors are filthy. Had this been a very busy time of the d

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

y, I would have perhaps understood the mess, however, given the fact that when I walked in, the staff was happily chit chatting and wasting time, this is utterly unacceptable. Rather than presenting the customer with a comfortable area in which to e

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

Professional from academic institutions, pharmaceutical industries, health care indust

at, they would much rather just like to talk amongst themselves.

Keep you place of business as presentable as possible at all times. Show the customer that you value you business and that you value them being there.

The three rules above can be ap

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

plied to any type of business, but interesting parallels can be made between the example above and online business. When a customer goes to your website to inquire about a service or products, make sure that they are presented with clean and clear 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

orefront, and that they feel that their transaction is important to you. Be ready to field any question they may have along the way and be as polite and courteous as possible at all times. The principles of good customer service are especially impor

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

Companies that provide selfless information through particip

tant in an online setting for the simple reason that a customer may not purchase something with you immediately online, however are more likely to return to your site if they feel that they are dealing with professional and courteous business owners

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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Main Subject - Customer Service: The Lost Art

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