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Just Other Articles - Top Ten Client Feedback Questions
As program chairperson of my SCORE ** chapter I am always looking for new presenters to address the group. I frequently ask my fellow business counselors to give me some ideas for topics of interest to them.
In August one member approached me with an idea.
In August one member approached me with an idea.
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
He suggested inviting some of the clients that the counselors had worked with this year to one of our meetings to give us some feedback on our counseling techniques -both the highs and the lows.
Five clients were invited to our meeting and they were asked the
Five clients were invited to our meeting and they were asked the
; 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
first 5 questions of this Top Ten list. We learned a lot from the answers we got.
As 2005 comes to a close and we begin 2006 perhaps you are interested in finding ways to get clients to give you feedback about the products and services you offer. Here is a
As 2005 comes to a close and we begin 2006 perhaps you are interested in finding ways to get clients to give you feedback about the products and services you offer. Here is a
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
list of 10 questions you could use. Select a few that suite your situation. The key is to ask the question and then allow the client uninterrupted time to answer. Your job is to just listen!
1. What was the greatest benefit you derived from my service**
1. What was the greatest benefit you derived from my service**
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
? This question helps you to understand what is working. Sometimes you will be surprised by the answer. Our SCORE chapter has a limit of 3 counselors at one location to counsel one client. Our client panelists said the more counselors the better! We ha
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ve now eliminated the restriction on the number of counselors.
2. What would you like to see more of when you work with me? For our session the panelists told us some counselors introduced themselves by telling about their business background during th
2. What would you like to see more of when you work with me? For our session the panelists told us some counselors introduced themselves by telling about their business background during th
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
e sessions while others did not. The clients said they wanted to hear the qualifications of the counselors who were working with them. Are you forgetting to be consistent when delivering your product or service to your clients? We were! ☺
3. How c
3. How c
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
ould I improve my service? Clients often have ideas that are easy to implement but somehow you haven’t thought of. SCORE does both email and face to face coaching. These were face to face clients who wondered if they could get support between sessions t
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
rough email. Easily done now that we know it might be helpful. (Our email addresses are already on our SCORE business cards!)
4. Is there anything you would like to see me stop doing? This question gives the client the opportunity to tell you about s
4. Is there anything you would like to see me stop doing? This question gives the client the opportunity to tell you about s
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
omething that isn’t useful to him or her. It was suggested in our session that sometimes it is difficult for the business owner to meet with the counselor because the owner can’t leave his/her place of business. The SCORE clients wondered if it would be poss
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
ible for the counselors to occasionally meet them at their own place of business. The answer was “Yes”. Again not something we had thought to offer consistently.
5. Is there anything you didn’t get from my service that you were looking for? Here is a
5. Is there anything you didn’t get from my service that you were looking for? Here is a
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
n opportunity for the client to tell you other services that you might provide. If you are looking for ways to expand your offering this question is important. In the SCORE session one client wanted to know how he might get a counselor who actually worked 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
or owned the specific type of business that he had. Access to a database of the counselors in our chapter and their background would be helpful to the counselors and our clients. We will be putting one together. (We did have one counselor with exactly the r
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
ight background for this client.)
6. Has my staff treated you with care, attention, and courteousness? This would be an important question for a service provider with an administrative staff to ask. Clients don’t always complain about their experience
6. Has my staff treated you with care, attention, and courteousness? This would be an important question for a service provider with an administrative staff to ask. Clients don’t always complain about their experience
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
with your staff but might share something significant when asked.
7. Is there an issue that I have not spent enough time on for you? Sometimes clients allow you to move forward but are still thinking about a previous issue. This kind of question hel
7. Is there an issue that I have not spent enough time on for you? Sometimes clients allow you to move forward but are still thinking about a previous issue. This kind of question hel
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
ps them to revisit areas they may have not understood and still have an unanswered question.
8. Am I doing what you want me to do? Most of the time we are doing what we think the client wants. It is good to check once in a while to find out if you ar
8. Am I doing what you want me to do? Most of the time we are doing what we think the client wants. It is good to check once in a while to find out if you ar
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
actually doing what the client wants.
9. Where have we been less than proactive in addressing your concerns? It may be that the client is expecting you to move into different areas that you think are being covered by other vendors or staff members.
9. Where have we been less than proactive in addressing your concerns? It may be that the client is expecting you to move into different areas that you think are being covered by other vendors or staff members.
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
“Being proactive” may have a broader definition to the client than you are using. Asking this question might uncover new business.
10. Is our billing clear? Are you getting value for your money? The bill is often a source of anxiety for the client.
10. Is our billing clear? Are you getting value for your money? The bill is often a source of anxiety for the client.
.
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
He/she needs to know exactly what he/she is being billed for. Does your bill show that? This final value question is critical to insuring your client is satisfied with your product or service.
**SCORE – This is an organization that is part of the Small Bu
**SCORE – This is an organization that is part of the Small Bu
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
siness Administration in the US. SCORE volunteers are experienced managers and business owners who counsel small business owners without charge.
***I have used the word service here and also client. You could just as easily substitute product and customer
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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