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Main Subject - Is The Customer Always Right?
I am pretty sure I have listened to and read at least 2,000 to 3,000 books and videos on selling, how to sell and customer service and one theme that I have found has been - The Customer Is Always Right?
This is the biggest load of rubbish I have ever heard. If you take on this philosophy, from my experience, you will go broke let me ex
This is the biggest load of rubbish I have ever heard. If you take on this philosophy, from my experience, you will go broke let me ex
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
plain …
One of the most common stories I hear bandied around the customer service industry, is the case of a Manager at Wal-Mart who had an irate customer who had bought a set of tires and was not happy with them. She went to Wal-Mart and abused the manager and told him the tires were no good and the Manager gave her a full refund. The
One of the most common stories I hear bandied around the customer service industry, is the case of a Manager at Wal-Mart who had an irate customer who had bought a set of tires and was not happy with them. She went to Wal-Mart and abused the manager and told him the tires were no good and the Manager gave her a full refund. 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
Examples of combination products may in
point to this example was that Wal-Mart did not sell tyres and the manager went above and beyond the call of duty and gave her a full refund. But as far as I am concerned, he did not do the right thing, he should have politely informed the customer they did not sell tyres. Could you honestly imagine giving a refund for a product in whic
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
you did not sell. As a small business owner, you would go broke but…
So, many of the customer service gurus use that story as the shining light in the way that we should be serving our customers. To me, that is crazy to be pushing such a philosophy. I wrote this article because I felt it was important as a small business owner to sha
So, many of the customer service gurus use that story as the shining light in the way that we should be serving our customers. To me, that is crazy to be pushing such a philosophy. I wrote this article because I felt it was important as a small business owner to sha
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
e with you a few things I have learnt about balancing the needs of the customer to the needs of your business as a small business owner. But also, as a small business owner that believed in the philosophy of the Customer Is Always Right and how it almost sent me broke.
For years, I have been in small business and I had bent over backwar
For years, I have been in small business and I had bent over backwar
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
s to accommodate my customers and I still do, but what I realised about 6 months ago, is that by not setting clear guidelines on how I was prepared to do business but also sticking to those guidelines, my business in the end was being dictated to by other companies. My company has done a lot of work with Government agencies and big busin
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
ss and many people who work in these organisations think they are high flyers and can railroad small business and many of them do.
When I started picking up work from some of these organisations, I would get a call saying, we want your training but this is how we are going to do business. We only buy services on purchase orders and that
When I started picking up work from some of these organisations, I would get a call saying, we want your training but this is how we are going to do business. We only buy services on purchase orders and that
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
is the only way we do business and we will pay you in 30 days or on the cheque cycle run (which might be 90 days). If you want our business you either accept our terms or we will go somewhere else.
Now as a small business owner and somebody who wants to grow their business, you think, excellent, okay, yes sir, no sir, we accept your ter
Now as a small business owner and somebody who wants to grow their business, you think, excellent, okay, yes sir, no sir, we accept your ter
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
s. Then you do a fantastic job, on time, within budget, then it comes down to payment. On some of our work we had to wait six months to be paid. Now like most small businesses we work on credit and being so small we rely heavily on credit cards. But its this reliance that almost destroyed my business. We found that because some of our
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
large clients did not pay us for six months, the interest from the credit card payments actually cost us more than the business in the first place.
One of the government agencies I worked for had a policy of putting 10 people on a purchase order for training, but their policy was that you did not get paid for any of the training until ev
One of the government agencies I worked for had a policy of putting 10 people on a purchase order for training, but their policy was that you did not get paid for any of the training until ev
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
rybody on that purchase order had completed the training. In this particular case we had 2 people over a 12 month period change their course dates at least four times and in the end one person cancelled altogether. Now the training manager of this government agency had the audacity to tell me that they did not have to pay for any of the
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
training because they had not finished the training. In the end, I realised for the first time, why many of my larger competitors ended up going broke. They simply were not getting paid and being railroaded. It was at this point I realised one important lesson, the Customer Is Not Always Right!
I will say one thing, when you get to th
I will say one thing, when you get to th
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
point where you are about to lose everything, your perspective changes and I think personally its incredibly liberating. I decided it was time to act and I learnt a very important lesson. This is my business and I decide how I want to do business! Not my customers!
In the end, I wrote to everyone of the customers who owed me money (w
In the end, I wrote to everyone of the customers who owed me money (w
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
are talking tens of thousands of dollars) and I was quite blunt to them and I said, your failure to pay has damaged my business. The terms you wish to do business on are no longer acceptable and as such we no longer are prepared to accept your business. Pay now or else and then I set out the rules of how I was going to do business.
I
I
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
igured in the end I would lose all of my big customers but it really did not matter they were not making me money, in fact they were losing me money in a big way because of the interest owed on my credit cards. So I did not care. You know the funny thing, I never lost a single customer and now every single business pays upfront and with
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
a credit card. It was not until I put my terms on that table that things changed. In reality, I should never have accepted their terms but I guess hindsight is a good thing.
I did come to a really important realisation, I would rather have a small business that makes a profit, than all the business in the world but not make a single ce
I did come to a really important realisation, I would rather have a small business that makes a profit, than all the business in the world but not make a single ce
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
t. If you are in business or thinking about going into business let me share my strategies I now use for surviving my customers …
1. I set the rules on how I want to do business not my customer 2. Set very clear rules on how a customer must pay for your services or products 3. If the customer doesn't pay cash up front (this inclu
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
es credit cards), require them to give you authority to debit their bank account.
4. Be wary of any business that only buys using purchase orders only
(Very few companies do this, many of them have credit cards so tell them you only accept payment by credit cards)
5. Do Not be frightened to say No
6. Do Not be frightened to say to a
.
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
otential Customers, "I am sorry, but your not the sort of customer I am looking for"
7. Do Not be bullied into doing any product or service. Do only what you can handle and want to do.
8. Be Assertive and Stand Firm on your decisions
9. Be upfront to a customer if they are hurting your business
10. Always treat the customer fairly an
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
equitably
The world is a big place, there is lots of business out there for you to go after, no customer is that important that they should be in a position to bankrupt you.
I keep getting told by my business mentor that business is supposed to be fun. I think it should be too, but its only fun if you have the money to enjoy it
The world is a big place, there is lots of business out there for you to go after, no customer is that important that they should be in a position to bankrupt you.
I keep getting told by my business mentor that business is supposed to be fun. I think it should be too, but its only fun if you have the money to enjoy 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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