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Suggest - Putting The Serve Back Into Customer Service
Good service is easy to spot and hard-to-find. Mediocre service
occasionally stands out but only because it's the cream-of-the-crap.
Last week I had the opportunity to
Last week I had the opportunity to
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
speak at the Lumbermen's
Merchandising Corp. annual sales meeting in Dallas. The meetings were held at the Dallas Convention Center and the hotel we stayed at was the Hy
; 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
tt Regency at Reunion.
The first night I had dinner at the Centennial Caf? Restaurant on the second floor of the hotel. The food was good and the service, I mean the se
The first night I had dinner at the Centennial Caf? Restaurant on the second floor of the hotel. The food was good and the service, I mean the se
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ver, was outstanding.
It was a slow night and Abdul was covering one half of the tables in the restaurant. Here are some of my observations:
1. Abdul was always smili
It was a slow night and Abdul was covering one half of the tables in the restaurant. Here are some of my observations:
1. Abdul was always smili
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
g.
2. He was energetic.
3. He walked fast and with purpose.
4. As soon as I was seated at the table he asked me for my drink order.
5. Two minutes later - it was
2. He was energetic.
3. He walked fast and with purpose.
4. As soon as I was seated at the table he asked me for my drink order.
5. Two minutes later - it was
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
there.
6. He wrote down my order which included some special diet requests.
7. It took four minutes for the bread to be served. The meal was delivered exactly how I
6. He wrote down my order which included some special diet requests.
7. It took four minutes for the bread to be served. The meal was delivered exactly how I
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
ordered it.
8. When it was time, the plates were removed quickly and quietly.
9. He was there when you needed him and not when you didn't.
I went back to the same re
8. When it was time, the plates were removed quickly and quietly.
9. He was there when you needed him and not when you didn't.
I went back to the same re
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
taurant the next night. This time however, the place was really hopping. I asked for a table with a light, so I could finish a good novel I was reading.
The hostess pu
The hostess pu
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
me at a table with lots of light and it was right next to the reception podium, where she greeted all customers. She didn't move or walk fast.
She pointed to my new se
She pointed to my new se
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
rver who immediately disappeared into the kitchen. I never did see him for the rest of the evening - let me explain.
Abdul approached the hostess and spotted me. He sa
Abdul approached the hostess and spotted me. He sa
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
d, "Welcome back." I asked if he could be my server and he said it would not be possible since he was limited to his station on the other side of the restaurant.
He aske
He aske
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
about my server and I told him he hadn't been to my table yet. Without any hesitation he asked if I would like the same glass of wine I enjoyed the night before. I was
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
mpressed and I said yes.
The hostess had her arms wrapped around the podium - what a sight. I managed to get her attention and asked to be moved to Abdul's section. She
The hostess had her arms wrapped around the podium - what a sight. I managed to get her attention and asked to be moved to Abdul's section. She
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
gave me her best impression of a positive nod.
Abdul grabbed the menu and escorted me across the restaurant to another table with enough light for me to finish my book
Abdul grabbed the menu and escorted me across the restaurant to another table with enough light for me to finish my book
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
While the entr?e was different, the service again, was excellent.
Service can be awesome or dreadful - and it's usually people who make the difference.
The elements o
Service can be awesome or dreadful - and it's usually people who make the difference.
The elements o
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
good service are not instinctive and are usually the result of extensive training. Unfortunately, servers don't get to judge the service - that's strictly up to the cus
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
omers.
The reward for good service is more business. The reward for superior service is even more business. It should also be noted that "Profitability is the applause
The reward for good service is more business. The reward for superior service is even more business. It should also be noted that "Profitability is the applause
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
of a happy customer." I gave gave Abdul a big tip.
In conclusion and generally speaking . . .
People who walk fast make more money than people who don't.
People who a
In conclusion and generally speaking . . .
People who walk fast make more money than people who don't.
People who 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
e enthusiastic, energetic, and show a little passion for their work also make more money than people who don't.
People who go out of their way to help and serve their cu
People who go out of their way to help and serve their cu
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
tomers are always more appreciated and valued.
One of the keys to successful selling is to help your customers get what they want.
Obviously, Abdul has that figured out
One of the keys to successful selling is to help your customers get what they want.
Obviously, Abdul has that figured out
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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