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Cases - Customer Service that Delights
“Service that delights is the only thing that counts today-everything else is window dressing.” – Unknown
DID you know that having twenty-four hour room service and a concierge is all you need t
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
o call yourself a “luxury hotel”? Seems like that would be the bare minimum, doesn’t it?
According to Price Waterhouse Coopers global hospitality and leisure analyst, Bjorn Hanson, you still get t
According to Price Waterhouse Coopers global hospitality and leisure analyst, Bjorn Hanson, you still get t
; 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 best service from a bed-and-breakfast. “The owner lives on word of mouth and can’t afford an unhappy guest,” says Hanson.
It’s because B&B owners take initiative to put the little “something ex
It’s because B&B owners take initiative to put the little “something ex
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
tra” into the PEF, something that no one asks them to do – the service that surprises and delights a customer.
The good news is that anyone can embellish the service of any business simply by taki
The good news is that anyone can embellish the service of any business simply by taki
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ng the initiative to look for ways to surprise the customer. The following stories are examples of just such service and are intended to give you ideas that you might use to create your own Amazing
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
Customer Experience for your clients.
THREE STORIES FROM AUSTIN Becky Smith got home from the grocery store and unpackaged the chicken she’d bought to prepare for dinner. She decided it wasn’t fr
THREE STORIES FROM AUSTIN Becky Smith got home from the grocery store and unpackaged the chicken she’d bought to prepare for dinner. She decided it wasn’t fr
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
esh. When Becky called to complain, the store manager delivered to her home a hot roasted chicken from their deli.
When Kenneth Alexander couldn’t decide between two lawnmowers, the salesman broug
When Kenneth Alexander couldn’t decide between two lawnmowers, the salesman broug
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
ht them both to Kenneth’s home so he could choose. He then mowed the yard with the Kenneth’s selected mower.
Most barbers and stylists close on Monday. Curt Fox wasn’t sure what to do when he need
Most barbers and stylists close on Monday. Curt Fox wasn’t sure what to do when he need
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ed a haircut before leaving town to attend a funeral on Tuesday. Curt took a chance and called his barber at Byron’s Haircuts. Owner Byron Jenkins always forwarded the phone to his home and when Cu
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
rt called, Byron opened up his shop and provided the needed cut.
These true stories from an article by Jane Grieg and Dale Rice, staff writers in the Austin American-Statesman newspaper, remind us
These true stories from an article by Jane Grieg and Dale Rice, staff writers in the Austin American-Statesman newspaper, remind us
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
of what going the extra mile means. And it doesn’t have to be as extreme as the preceding examples. Service that delights is in the simple acts of random kindness.
DO SWEAT THE SMALL STUFF One h
DO SWEAT THE SMALL STUFF One h
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
undred degree temperatures and ninety percent humidity greeted author Mike Lipkin as he stepped off the plane. At the airport auto rental, a car with the air conditioner running and a cold drink in
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
the drink holder awaited him. When Mike asked a manager if it was company policy to place a cold beverage in each car, he smiled and said it was the idea of the young woman who managed the afterno
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
on shift.
A parking attendant picked up a suit and had it pressed and returned to a client’s room after the client accidentally called the parking attendant instead of the laundry valet. A pharmac
A parking attendant picked up a suit and had it pressed and returned to a client’s room after the client accidentally called the parking attendant instead of the laundry valet. A pharmac
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
ist routinely gave out information about movie schedules when the publisher of the phone book mistakenly listed her number as a movie theater. The manager of the gift shop in a hotel noticed that 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
client bought M&Ms two days in a row, so she sent a basket-full up to his room.
A little thing can make a big difference when you do sweat the small stuff. It personalizes the experience. It lets
A little thing can make a big difference when you do sweat the small stuff. It personalizes the experience. It lets
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
the customer know you do care and makes them feel valued.
TURNAROUND TIP: Find something extra that you can do to provide service that delights. Buy candy, pay for dinner or provide information wh
TURNAROUND TIP: Find something extra that you can do to provide service that delights. Buy candy, pay for dinner or provide information wh
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
en there is no immediate gain for you. By doing this often, you will soon find that the more you give, the more you receive.
Some “Small Stuff” suggestions:
Buy your customer a soft drink
Offer
Some “Small Stuff” suggestions:
Buy your customer a soft drink
Offer
.
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
a demonstration
Make a personal delivery
Provide free donuts
Give away a coupon
Email a birthday card or holiday greeting
Send an article about a customer’s hobby
Keep candy out for customers
Make a personal delivery
Provide free donuts
Give away a coupon
Email a birthday card or holiday greeting
Send an article about a customer’s hobby
Keep candy out for customers
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
Learn from other businesses that do “sweat the small stuff.” Be alert to new ideas. They are all around you. Soon you will discover that the small stuff makes a big difference in your bottom line
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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