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Digg It - A Complaint? It's a Compliment! - 7 Tips for Dealing with Complaints at Trade Shows
A Complaint? It’s a Compliment!
What made you mad last week?
In the past week, how many times were you upset by something? What action did you take? Complain to the neighbors, make a snide remark to a co-worker, post it on a lis
What made you mad last week?
In the past week, how many times were you upset by something? What action did you take? Complain to the neighbors, make a snide remark to a co-worker, post it on a lis
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
t or email a group? Did you just gossip or did you try to
make it into a positive experience? They say we complain to
ten people for every one compliment about a product or
service.
Did you call the manager of the company, write
Did you call the manager of the company, write
; 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
he company
president, email a suggestion for improvement? Probably
not. You were upset but not enough to take action. Or you
thought you’d be perceived as a whiner. Or that nobody
would do anything because you’re nobody special.
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
Complaints are Compliments
People don’t complain because they don’t like you. They point out faults and know you can do better. They have expectations of your product, your service, your reputation and you’ve let them down. They
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
complain because they’re
disappointed - they like you and want you to succeed.
Look back on your history of lost clients. Was it because they complained or did they just slip quietly away. It was the final straw - once too often
Look back on your history of lost clients. Was it because they complained or did they just slip quietly away. It was the final straw - once too often
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
hat the invoice was wrong, the
shipment was late, the product was incomplete, the
salesman couldn’t solve a problem, the repair person never
showed. Etc.
It’s one thing to have complaints come into your office and have them sol
It’s one thing to have complaints come into your office and have them sol
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
ed. It’s quite anther when the complainant
shows up at your exhibit. So, when you’re on the trade show
floor, and folks show up with complaints, welcome them.
This is an opportunity to gather market intelligence, find out
what’s
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
really happening with your product and service and
keep a client.
Here are 7 Tips to turn complaints into positive action.
1. Be Prepared
If you know about problems with product, shipping or sales staff, you should expect som
Here are 7 Tips to turn complaints into positive action.
1. Be Prepared
If you know about problems with product, shipping or sales staff, you should expect som
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
negative comments or direct
complaints. Don’t pretend to be surprised. Decide before
the show how these complaints will be acknowledged. You
can’t hide from problems - surely you’ve made a recall,
rebate, replacement or other a
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
justment.
2. Make Sure Everyone Knows
Perhaps there were problems resolved at a managerial or division level. But your booth staff is composed of people from all levels and areas. Everyone needs to know of potential problems
2. Make Sure Everyone Knows
Perhaps there were problems resolved at a managerial or division level. But your booth staff is composed of people from all levels and areas. Everyone needs to know of potential problems
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
that might come up. There should be no
secrets. Secrets leak out and become gossip. Gossip can
be deadly.
3. Control the Conversation
The meeting will generally start pleasantly and then get to the complaint. Sometimes you’l
3. Control the Conversation
The meeting will generally start pleasantly and then get to the complaint. Sometimes you’l
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
have a rowdy visitor. In
either case, move to the side, or out of the booth, or best yet,
set an appointment to resolve it off the floor. This is a
problem between your firm and one customer - don’t make
it part of trade show f
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
lklore.
4. Listen Carefully
Make sure you understand what the problem really is. Is it a specific complaint about one shipping disaster, or a general blast about your shipping carrier? Resolve the first with the customer. Re
4. Listen Carefully
Make sure you understand what the problem really is. Is it a specific complaint about one shipping disaster, or a general blast about your shipping carrier? Resolve the first with the customer. Re
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
ort the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you speak Say you wa
5. Write It Down
Ask the complaintant if you may make written notes as you speak Say you wa
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
t to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out forms. That shows you
anticip
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
ted a problem but didn't try to reach out to clients.
They took the initiative and found you on their own at the
show.
6. Appoint an Arbitrator.
There has to be one final authority from your firm in the booth at all times.
6. Appoint an Arbitrator.
There has to be one final authority from your firm in the booth at all times.
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
his is the person who has the authority
to resolve the problem on the spot, to pass it to the right
level and to calm the complainers. Don’t make them fill out
forms. Trade shows are fast paced - they want a decision
now. More c
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
itically, they want to know that their input is
valuable to you. Acknowledge and thank them for their
valuable assistance in making your business a success.
7. Out of the Blue.
Sometimes, there will be a problem that’s a comp
7. Out of the Blue.
Sometimes, there will be a problem that’s a comp
.
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
ete
surprise. Often it’s a staffing problem - a rude sales person,
a question of misappropriated funds, an unknown side
deal, an executive with an addition. This is not gossip. It’s
unconfirmed information in tricky territory wh
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
ch must be
treated with utmost confidentiality. It’s critical to get the
correct information and pass it along discretely to the proper
persons within your firm.
Remember, a complaint really is a compliment.
Enjoy your next show
Remember, a complaint really is a compliment.
Enjoy your next show
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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