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You have opened a new restaurant, and things are working out great. You are thinking that the world is good, and customers kept pouring in, customers that are more than happy to unload

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

their extra money on the foods you serve. Then all of a sudden you receive a phone call from an irritated customer telling you what a lousy restaurant you operate. Your first reaction i

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

s to be become defensive and support your business’ name. Then all of sudden, you are deep in arguments, and the two of you are cursing each other. Soon, that belligerent customer will

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

tell more people who will tell more people who will tell their friends that you operate a lousy restaurant. And you lose money and customers. Over what? Over one situation that if handl

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

d carefully and skillfully could have been prevented from blowing out of proportion.

Although this can happen to any business, such incidents can be prevented from becoming a big deal.

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

Managing customer complaints do not have to be that messy. Instead, it should be met as a challenge to turn an otherwise negative situation into something positive that can further pro

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

mote your business. How? Through an excellent customer service and the knowledge of B.L.A.S.T. This skill should be passed to the employees so that they can handle customer complaints p

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

operly. B.L.A.S.T. is the contraction of Believe, Listen, Apologize, Satisfy, and Thank. It does not sound too hard to do, but it can mean the whole world to any business.

· BELIEVE

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

It is imperative that you appreciate that customers believe that your business has aggrieved them. They might lie about it as it is a possibility, but it does not mean that you ha

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

ve to question them immediately. This is the keystone of managing customer complaints.

· LISTEN

Although it is every man’s instinct to defend themselves when cornered or confro

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

ted, but in businesses, this instinct should not rule you. Instead, stop and listen to the complaint given by the customer. Do not fight back. Draw in a deep breath, relax and listen. A

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

lthough the customer might be belligerent and demanding, it is important that you stay level headed and calm. When he is done voicing out his complaints, repeat to him gently and in an

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

accommodating voice what the problem was. You will convey to the complaining customer that you understood the problem and listened to them.

· APOLOGIZE

Say you are sorry even i

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

f you know you did not do anything wrong because from your customers’ point of view, they have a justifiable complaint, and they are expecting you to apologize. Know that a simple and g

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

nuine apology can dispel any anger and frustration the customer might be experiencing. But if food poisoning is an issue, it is wiser to refer to the company’s course of action when suc

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

h an event occurs. Never apologize as it will mean that you are accepting guilt over the incident.

· SATISFY

It is also important that you satisfy your customer and try to make

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

things right. Make the right decision, but give them the chance to feel important and that they are in control of the situation. Too often you will notice that they will ask that the p

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

oblem be resolved on their next trip to your business.

· THANK

Always thank your customer; for calling, for complaining, for pointing out something that your business need to i

.

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

mprove on, and for giving you the opportunity to improve your business more. Invite them back to your establishment. You can give them an unexpected gesture like an extra dish to show t

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

hem that you care.

Remember, a negative attitude towards a negative situation begets a negative response. Instead, learn the trick of turning any negative situation into your advantage

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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