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E-Folder - Customer Service The #1 Secret Weapon of A Successful Small Business!
I never cease to be amazed at the way many businesses are managed these days. Actually, mismanaged is a much more appropriate word. As an example, let me tell you about a recent experience I had while shopping at a large grocery store one Satu
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
rday morning.
This particular store is open 24 hours a day, and Saturday mornings are one of their busier times. That being the case, you would think that the shelves would be well stocked on Saturday morning, right? After all, they should tr
This particular store is open 24 hours a day, and Saturday mornings are one of their busier times. That being the case, you would think that the shelves would be well stocked on Saturday morning, right? After all, they should tr
; 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
to ensure that all those anxious weekend customers are able to find every single item they want to purchase, right?
Well, that may be what you and I think, but this store's management obviously wasn't spending much time thinking. The cereal a
Well, that may be what you and I think, but this store's management obviously wasn't spending much time thinking. The cereal a
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
sle had gaping holes where boxes of cereal should have been. In fact, there was only one box of the cereal I wanted to buy, and I had intended to buy four boxes. There were no boxes of quite a few other types of cereal. Tell me; could your bu
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
iness survive by providing 0 25% of the total items your customers want to buy?
I stopped in the meat section to look at the bacon (I was looking for a specific type). About fifteen seconds later, a store employee comes over to stock more ba
I stopped in the meat section to look at the bacon (I was looking for a specific type). About fifteen seconds later, a store employee comes over to stock more ba
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
on. Considering that there was already a more than sufficient supply of bacon stocked, her time would have been much better spent by filling-in the gaping holes on the cereal aisle. I don't think she cared.
Anyway, she literally steps right i
Anyway, she literally steps right i
ucts have become life saving products for the pharmaceutical companies who doesnt have many innovative molecules in their product pipeline and have been inc
n front of me and nudges me out of the way. She didn't say, "Excuse me" or "Can I help you find something?" or anything. She was focused on stocking that bacon regardless of how many bothersome customers she had to knock out of her way. She w
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
s rude and her behavior reflected poorly on this store.
Have you ever asked a large department or discount store employee a question about a product? I have, and in almost all cases, I've discovered that I knew more about the product than they
Have you ever asked a large department or discount store employee a question about a product? I have, and in almost all cases, I've discovered that I knew more about the product than they
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
did. It's quite frustrating.
Recently, I was shopping in the clothes section of a department store, and I couldn't find what I wanted. I mentioned it to the store associate who was working in that department. How did he respond?
He acted li
Recently, I was shopping in the clothes section of a department store, and I couldn't find what I wanted. I mentioned it to the store associate who was working in that department. How did he respond?
He acted li
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 he couldn't have cared less. He seemed bored at the thought of even discussing it. He was just there waiting to punch the time clock. Is this the way your employees respond to customers?
You may think that I am making too big a deal out of
You may think that I am making too big a deal out of
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
these incidents? After all, aren't they just little things? Yes, they're the kind of little things that can make the difference between a successful business and a business that ends up in bankruptcy court.
After years of mostly negative expe
After years of mostly negative expe
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
riences, I have been conditioned not to expect too much in terms of customer service and high-quality shopping experiences from large stores. However, even with such low expectations, these large stores still continue to disappoint me whenever
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
find myself shopping at them.
That's why I avoid them as much as possible. Instead, I always try to do business with stores that show that they do care about providing excellent customer service and a high-quality customer experience.
I can
That's why I avoid them as much as possible. Instead, I always try to do business with stores that show that they do care about providing excellent customer service and a high-quality customer experience.
I can
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
ell you one thing for sure; no small business could survive for long if they provided the same poor customer service and bad shopping experiences that I have been discussing. However, it seems that many of these larger stores believe that their
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
cost advantages allow them to completely ignore customer service.
They are able to use their large size to purchase inventory at a lower cost than their smaller competitors can. They keep their labor costs relatively low. Consequently, they a
They are able to use their large size to purchase inventory at a lower cost than their smaller competitors can. They keep their labor costs relatively low. Consequently, they a
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
e then able to set their prices lower than their smaller competitors.
Their philosophy seems to be that people don't care about excellent customer service and high-quality shopping experiences. They think that people only care about low prices
Their philosophy seems to be that people don't care about excellent customer service and high-quality shopping experiences. They think that people only care about low prices
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
.
As a small business owner, you have to use what these large businesses think is their competitive advantage against them. And I'm not just talking about retail stores. This applies to virtually every type of business.
Obviously, you cannot
As a small business owner, you have to use what these large businesses think is their competitive advantage against them. And I'm not just talking about retail stores. This applies to virtually every type of business.
Obviously, you cannot
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
compete with these huge businesses on price. Don't even try. Instead, compete by providing something that these large businesses cannot or will not provide: excellent customer service and high-quality experiences.
If you want to build and mai
If you want to build and mai
.
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
tain a highly successful business, then you must focus on customer service. Place a high value on your customers. Show your customers that you value them.
Spend some time thinking about how what we've discussed in this article does or can app
Spend some time thinking about how what we've discussed in this article does or can app
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
y to your particular business. Then, take some action to improve the level of customer service and the quality of the experience you are providing for your customers.
Don't wait. Take some positive action today to ensure your success tomorrow
Don't wait. Take some positive action today to ensure your success tomorrow
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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