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Main Subject - How to Keep your Customers Coming Back
The trouble with some people is, they assume that their
clients are all boring, dull and have no sense of humor.
Isn't it strange how most companies seem to have a charisma
bypass when it comes to communicating with their clients.
Which would you rather have, A client? Or, a friend who is
also a client? A friend of course. We
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
ll, to have more
friends in your business, you must do more friendly things.
Actually, it's all about the human touch. Something that's often missing in our business dealings today. Your clients are all human beings who have a wife or husband, kids who don't listen, a mortgage that's too big, a house that's too small, a swim
Actually, it's all about the human touch. Something that's often missing in our business dealings today. Your clients are all human beings who have a wife or husband, kids who don't listen, a mortgage that's too big, a house that's too small, a swim
; 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
ing pool that needs cleaning and a garden
that needs weeding. They are concerned about their health,
they like to laugh, eat out, go to the movies and want to
be happy just like you.
The more you treat your clients as friends, the more they'll talk about you and want to do business with you. You spend more time at work than
The more you treat your clients as friends, the more they'll talk about you and want to do business with you. You spend more time at work than
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
at home. So make it fun
and deal with clients as if they were your friends. They
will be your friends if you do the following:
Send Birthday Letters- Everyone likes to be remembered on their birthday. Personal birthday letters are the easiest to implement. Why not send a little gift? Maybe a gift certificate to a restaurant
Send Birthday Letters- Everyone likes to be remembered on their birthday. Personal birthday letters are the easiest to implement. Why not send a little gift? Maybe a gift certificate to a restaurant
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
The restaurant should give you
the gift certificate for free or at a 60 percent discount
since it introduces a new customer to them at no cost. Or a
couple of movie tickets or whatever.
Make regular "How's everything going" calls- Pick up the phone for 15 minutes each day and call a client for no other reason than to say. "H
Make regular "How's everything going" calls- Pick up the phone for 15 minutes each day and call a client for no other reason than to say. "H
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
, I just called to see how
things are going." When was the last time you called your
clients when you didn't have to. Your clients will
appreciate that you are thinking of them. It makes them
feel that you really care. Do this regularly and, you'll
have so much business you won't know what to do with it.
Send out a small box
Send out a small box
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
of candy- Include a bag of candy with
your next order together with a handwritten note that says,
"I thought you may like these, they are my favorites." Or
instruct your staff to include them with every job or
delivery you do. Attach a little note saying, "Here's a
little something for you to enjoy." You will not believe
th
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
impact this will have on how people remember you and
your business. When your clients talk about you, they'll
know you're the one who sends that great box of candy.
Give unexpected gifts- If you find an article, a book, an audio cassette, or anything else your clients may be interested in, send them a copy with a note saying
Give unexpected gifts- If you find an article, a book, an audio cassette, or anything else your clients may be interested in, send them a copy with a note saying
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
"I
thought you'd enjoy this. I just finished reading it and
it's got some interesting ideas." If you buy large
quantities of books, audio-tapes, reports, etc., you'll
find the price you pay is reasonable and the goodwill it
creates large. Invest in educating your clients, and
they'll give you more business.
Send Christmas
Send Christmas
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
messages with a difference- Your Christmas
card will get lost with dozens of others unless you do
something different. Something that will make your clients
talk about it and about you. It's far easier to create a
conversation piece by sending a letter with a candy cane
and a bit of Christmas tinsel than to do what everyone
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
oes. Or you could send an inexpensive card and take the
dollar you save and tape it to the card with these words:
"Here's something you can give to your favorite charity or
make a small child happy." That's sure to get more
attention.
Send lots of Thank You letters- Thank your clients for everything. Especially for paying th
Send lots of Thank You letters- Thank your clients for everything. Especially for paying th
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
ir bills on time.
Thank them for referring people to you, thank them for
coming to see you, thank them for giving you their
business. What you reward is what you'll get more of. So
reward your clients by thanking them often. When's the last
time someone thanked you for spending your money with them.
Make Thank You phone call
Make Thank You phone call
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
s- As a variation to the Thank You
letter, you or your staff can also pick up the phone and
thank your clients in person. "Hi we really appreciate it.
Just wanted to say thank you for taking care of your
account so promptly."
Give your clients recognition- Get photos of your clients at their business along with a written tes
Give your clients recognition- Get photos of your clients at their business along with a written tes
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
imonial about
the results and benefits they received by using your
services. Put these on your reception and office walls.
They'll be flattered, and they'll talk to their friends
about it. How do you get them to agree? Say... "I'd like to
get a photo of you and your business along with a
testimonial if possible. I'd like put
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
them up in our
reception area where people can see them and promote your
business at the same time." Who can refuse free promotion
of their business?
Let your clients in on how you do things- The next time a client visits your place of business, show them around. Explain to them what the various people in your company do. W
Let your clients in on how you do things- The next time a client visits your place of business, show them around. Explain to them what the various people in your company do. W
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
hen presenting a bill or a quote to a client, itemize what
you did. Make sure you explain why the bill is what it is.
You'll find that if you justify your bill to the client
with a good explanation, reasons why, you won't have
problems with unhappy clients who will go elsewhere.
Educate your clients- The more you educate your
Educate your clients- The more you educate your
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
clients
through seminars, newsletters, reports, books and in your
letters, the more they'll want to do business with you. The
reason is, you're showing them that you're knowledgeable
and good at what you do. The more highly they think of you,
the more they'll trust your advice and service.
Ask your clients for feedback on yo
Ask your clients for feedback on yo
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
r performance- The best
way to continually improve is to send out Client Feedback
forms every 6 to 12 months. For the most useful feedback,
simply ask these questions; How can we improve our service
to you? What else can we do to help you in your business?
What do you like the best about our service? What do you
like the lea
.
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
st?
These answers will help you focus on areas of interest to your clients and give you valuable feedback on what you should be doing to improve your service. Remember, client perception is a reality. You may think you're doing a great job. However, if your clients don't agree, you'll have to change or you will lose them.
Y
These answers will help you focus on areas of interest to your clients and give you valuable feedback on what you should be doing to improve your service. Remember, client perception is a reality. You may think you're doing a great job. However, if your clients don't agree, you'll have to change or you will lose them.
Y
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
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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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