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Digg It - Are You Receiving Enough Customer Complaints?
It is said that 91% of people don’t complain. They prefer to obtain their revenge by not buying from a business that has given them an inferior product or a poor service.
They have a passive power and they know it!
The following is a true story – only the name of the busi
They have a passive power and they know it!
The following is a true story – only the name of the busi
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
ness has been changed
Blooming Buds was a well established garden centre on the outskirts of a growing town. Two years before it closed it had expanded to include a caf?, a gift shop and an organic fruit and vegetable outlet. As well as employing a core staff of ten it too
Blooming Buds was a well established garden centre on the outskirts of a growing town. Two years before it closed it had expanded to include a caf?, a gift shop and an organic fruit and vegetable outlet. As well as employing a core staff of ten it too
; 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
on a number of seasonal and part-time staff. The company didn’t have a customer service policy nor did it believe in wasting money on training. Customers seemed happy enough. After all they hardly got any complaints. No ‘everything in the garden was rosy’.
The manager sho
The manager sho
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
uld have been a bit suspicious. No complaints doesn’t mean that all customers are happy. Most of us don’t bother complaining. We just walk away and don’t go back.
The expansion, unsurprisingly, led to a variety of organisational and logistical problems. There were staffing
The expansion, unsurprisingly, led to a variety of organisational and logistical problems. There were staffing
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
shortages, managerial inexperience, reduction in quality etc. Gradually business dropped off but still, nothing was done about it.
The staff stopped telling the manager about some of the problems they had encountered because he wouldn’t listen. He invested heavily on adver
The staff stopped telling the manager about some of the problems they had encountered because he wouldn’t listen. He invested heavily on adver
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ising, and making sizeable capital changes. He never once thought of getting some feedback from the customers. Eventually the inevitable happened. The business had to close.
Complaints Are Opportunities:
Opportunities to do what?
• Evaluate how well you are doing<
Complaints Are Opportunities:
Opportunities to do what?
• Evaluate how well you are doing<
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
br>
• Identify weak points in your system and processes and put them right
• See situations from the customer’s point of view
• Improve customer satisfaction
• Create long-term loyalty – handling disgruntled customers well often leaves them feeling more posi
• See situations from the customer’s point of view
• Improve customer satisfaction
• Create long-term loyalty – handling disgruntled customers well often leaves them feeling more posi
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
ive about your organisation than before
Some Worrying Facts:
One unhappy customer tells 10 to 15 others about their experience. If it’s really bad they’ll tell the whole world.
For every complaint that could be made, around 20 people don’t bother. This means 20 lo
Some Worrying Facts:
One unhappy customer tells 10 to 15 others about their experience. If it’s really bad they’ll tell the whole world.
For every complaint that could be made, around 20 people don’t bother. This means 20 lo
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
t opportunities.
If you handle a complaint badly or with a ‘couldn’t care less’ attitude or, worse still, if you hide behind the ‘rule book’, you will lose that customer for good.
You can’t afford to lose even 50p because this will mount up according to something known as
If you handle a complaint badly or with a ‘couldn’t care less’ attitude or, worse still, if you hide behind the ‘rule book’, you will lose that customer for good.
You can’t afford to lose even 50p because this will mount up according to something known as
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
the “multiplier effect”.
The Income Multiplier Effect
Example:
A potential customer goes into a leisure centre which was built last year. The centre is trying to build up its customer base. It employs 50 staff, part time and full time, who haven’t received much t
The Income Multiplier Effect
Example:
A potential customer goes into a leisure centre which was built last year. The centre is trying to build up its customer base. It employs 50 staff, part time and full time, who haven’t received much t
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
aining in customer service and complaint handling.
The customer asks about booking a gym session for later that day. He doesn’t receive a positive reply and the receptionist’s attitude is very much ‘take it or leave it.’ He shrugs and walks away.
How much has the centre l
The customer asks about booking a gym session for later that day. He doesn’t receive a positive reply and the receptionist’s attitude is very much ‘take it or leave it.’ He shrugs and walks away.
How much has the centre 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
st in potential revenue?
• ?5.00 primary spend – the price of a gym session
• ?5.00 secondary spend – a drink, sandwich, possibly a swim, etc.
• ?500.00 potential membership fees
He will tell at least seven people about his bad experience so ?510 x 7 = ?3,570. I
• ?5.00 primary spend – the price of a gym session
• ?5.00 secondary spend – a drink, sandwich, possibly a swim, etc.
• ?500.00 potential membership fees
He will tell at least seven people about his bad experience so ?510 x 7 = ?3,570. I
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
t is easy for a small amount of lost income to multiply to dangerous proportions.
Make It Easy For Your Customers To Complain:
Customers may well want to tell you they’re unhappy about something but they either:
Feel uncomfortable about doing so
Don’t kn
Make It Easy For Your Customers To Complain:
Customers may well want to tell you they’re unhappy about something but they either:
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
w how to
Don’t have time; it’s easier to let it go
So, give them a choice of mechanisms. For example:
Simple questionnaires with pre-paid postage
Telephone help line
Customer service points
Exit surveys – face to face questions
Comm
So, give them a choice of mechanisms. For example:
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
nt cards
Let them know it’s not a waste of time!
What are you going to do with the information? File it away? Shred it for next year’s Christmas decorations?
One company I know maintains a whiteboard in the reception listing the key comments/complaints made by custo
Let them know it’s not a waste of time!
What are you going to do with the information? File it away? Shred it for next year’s Christmas decorations?
One company I know maintains a whiteboard in the reception listing the key comments/complaints made by custo
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
mers, with a note of the action taken, or to be taken and by whom. Customers really feel they are part of the product and service improvement team.
Customers need to know what’s in it for them if they do complain.
Respond quickly to complaints. If you give a number to rin
Customers need to know what’s in it for them if they do complain.
Respond quickly to complaints. If you give a number to rin
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
, make sure someone is always there to answer the phone. Reply within two days if that’s what you promised to do.
Have an “escalation procedure” which allows for the more serious complaints to be dealt with by a senior member of staff. Directors need to be accessible, hidi
Have an “escalation procedure” which allows for the more serious complaints to be dealt with by a senior member of staff. Directors need to be accessible, hidi
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
g away simply creates suspicion – as you will see from a recent experience I have endured, by reading my Blog!!!
Summary:
Unfortunately, when compared over time, the customers’ interest levels increase while the vendors’ interest levels tend to decrease. This creat
Summary:
Unfortunately, when compared over time, the customers’ interest levels increase while the vendors’ interest levels tend to decrease. This creat
.
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
es a “relationship gap” and is due entirely to complacency.
Fact:
It costs seven times as much to locate and sell to a new customer as it does to an existing one. That reason alone, should act as sufficient incentive for us to attempt to build brick walls around th
Fact:
It costs seven times as much to locate and sell to a new customer as it does to an existing one. That reason alone, should act as sufficient incentive for us to attempt to build brick walls around th
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
relationship in order to deter predatory competitors – and there are plenty of them out there.
We must continually strive to earn the right to receive our customers business and one significant stride in that direction, is to implement an effective customer care programme
We must continually strive to earn the right to receive our customers business and one significant stride in that direction, is to implement an effective customer care programme
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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