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E-Folder - Increase Your Profits by Training Your People
What impression do outsiders get when they call your business?
Is it a welcoming greeting such as "Thank you for calling The Office Organiser, this is Lorraine", or do they hear:
"Lorraine's phone"
"Hold the
Is it a welcoming greeting such as "Thank you for calling The Office Organiser, this is Lorraine", or do they hear:
"Lorraine's phone"
"Hold the
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
line" (before you even speak)
"Hold the line please" (before you have even opened your mouth)
"Lorraine speaking" (doesn't even mention the name of the business)
or they speak so fast you miss the
"Hold the line please" (before you have even opened your mouth)
"Lorraine speaking" (doesn't even mention the name of the business)
or they speak so fast you miss 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
name of the organisation and have to check you rang the right number.
Sometimes the initial contact has been positive only to be let down when the person has said:
"Hold the line for a tick/sec"
"I nee
Sometimes the initial contact has been positive only to be let down when the person has said:
"Hold the line for a tick/sec"
"I nee
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
d to find a piece of paper to write your message down"
"Can you hold on while I find a pen"
"Just a tick, I'll pop you on hold"
"Alright, I'll see if she's available"
How to Effortlessly Lose B
"Can you hold on while I find a pen"
"Just a tick, I'll pop you on hold"
"Alright, I'll see if she's available"
How to Effortlessly Lose B
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
usiness
Recently my 22 year old had three weeks off from her job as a flight attendant. She wanted to book into a health retreat for a few days.
As her mother, I was very excited by this, as it’s not often yo
Recently my 22 year old had three weeks off from her job as a flight attendant. She wanted to book into a health retreat for a few days.
As her mother, I was very excited by this, as it’s not often yo
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
u hear of someone so young, invest their own money…and we’re talking around $2000 plus, who would do something so positive for themselves.
Anyhow, we spoke about her options and she decided on a well-known retreat
Anyhow, we spoke about her options and she decided on a well-known retreat
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
in Queensland (where else?). On the two occasions she spoke with the receptionist and sales person, Tia (my daughter) was treated with indifference. The staff were not enthusiastic or very helpful…a major turn–off.
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
Tia had never been to this retreat yet the impression she gained indicated it was very disorganised and not professional. Her thoughts were – if this is how they respond to potential customers, what would the actua
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
l experience be like?
In the end she decided to go to Camp Eden which both my husband and myself have experienced. When she made her enquiries and consequently her booking, she was treated with respect and they mad
In the end she decided to go to Camp Eden which both my husband and myself have experienced. When she made her enquiries and consequently her booking, she was treated with respect and they mad
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 her feel special.
She’s spent the past 5 days at the retreat and has rung me to tell me how much she has enjoyed it.
Who Answers Your Phone? The person who answers the phone automatically conveys to outsiders a
She’s spent the past 5 days at the retreat and has rung me to tell me how much she has enjoyed it.
Who Answers Your Phone? The person who answers the phone automatically conveys to outsiders a
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
n impression of your organisation. So what impression is your phone answerer/answerers, receptionist or Director of First Impressions conveying to the world?
You can have the glossiest brochures, presentation kits,
You can have the glossiest brochures, presentation kits,
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
business cards, employ polished sales people who drive fancy cars and have flash premises, however if your physical image isn't backed up with a professional image in the office, then you could lose credibility and
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
even business.
On occasions I have spent my money elsewhere because of the treatment I received from the receptionist.
Whose Fault Is It? Can you blame your people? No. The buck stops with the owner or manager
On occasions I have spent my money elsewhere because of the treatment I received from the receptionist.
Whose Fault Is It? Can you blame your people? No. The buck stops with the owner or manager
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
of the business. Often they are too busy to pay attention to the customer service side of the business and avoid investing time and money into their most important asset…their people.
Here are some simple, yet very
Here are some simple, yet very
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
effective solutions to shape up your phone image.
Top Telephone Tips
Train your people in how to answer the phone. Place a script next to each phone so they cannot forget what to say. Smile and stand up each
Top Telephone Tips
Train your people in how to answer the phone. Place a script next to each phone so they cannot forget what to say. Smile and stand up each
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
time the phone is answered. The smile projects down the line and standing up gets you off your butt!
Ask some of your clients and a few outsiders (could be possible prospects) to ring into your organisation and pr
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
ovide you feedback as to what they experienced i.e. welcoming greeting, professional manner, etc.
Have a system for taking messages that everyone adheres to. i.e. use duplicate message pads, message boards or emai
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
l. (Tie pens to the message pads).
Answer the phone as quickly as possible, ideally on the third ring. If it takes too long to answer then the caller may think no-one is there and may take their business elsewhere.
Answer the phone as quickly as possible, ideally on the third ring. If it takes too long to answer then the caller may think no-one is there and may take their business elsewhere.
.
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
If you answer too soon it may appear you have nothing to do.
Learn the words" "Please" and "Thank You".
The Final Word
It's always the little things which count. The simple, basic, nitty gritties of life.
Ign
Ign
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
ore them and you risk losing business, credibility, respect, and who knows what else? Pay attention to the details because if you don't, other people may not pay attention to you!
Have a great week Lorraine Pirih
Have a great week Lorraine Pirih
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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