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Advice Pool - Adversity at the Barber Shop - What Customer Service is NOT!
Sometimes adversity hits you right between the eyes when you least expect it, especially when getting a haircut at the local barbershop.
The other day I decided to check out this place for the first time since it was just down the road from my home. I had been meaning to visit it for some quite time and f
The other day I decided to check out this place for the first time since it was just down the road from my home. I had been meaning to visit it for some quite time and f
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
inally had the chance to stop in. If I liked this barber, I could end up being a regular customer for it was much more convenient to go his place than to drive so far out of the way for a haircut.
Parking directly in front of the red, white and blue barber pole, I walked up to the door and poked my head i
Parking directly in front of the red, white and blue barber pole, I walked up to the door and poked my head 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
Examples of combination products may in
n to ask how much he charged and whether credit cards were accepted. My plan was to go to the ATM machine if necessary.
"It's $12 - cash only," the pleasant barber said.
"Ok, I don't have any cash on me so I'll return shortly."
Twenty minutes later, I was back. He was already working with another custom
"It's $12 - cash only," the pleasant barber said.
"Ok, I don't have any cash on me so I'll return shortly."
Twenty minutes later, I was back. He was already working with another custom
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
er so I found myself a seat in the "waiting room" and leafed through day-old newspapers and ancient magazines. In between pages, I quietly made some observations. I watched how the barber was interacting with the customer, the manner in which he was cutting hair and the way he handled himself. Although not
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ing appeared out of the ordinary, something told me to leave and go elsewhere.
But I don't have any reason to, I silently protested.
It's not too often that I ignore my intuition but I did on that day and now I wish I hadn't.
Climbing into the chair, I told him that I was deaf, something I customarily d
But I don't have any reason to, I silently protested.
It's not too often that I ignore my intuition but I did on that day and now I wish I hadn't.
Climbing into the chair, I told him that I was deaf, something I customarily d
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
o when dealing with new people so that they are made aware of my lip-reading situation. We discussed which clipper he would be using on what was left of my hair. The barber patiently explained and showed me three different-sized clippers. We decided Clipper #3 would be the best and if it turned out not to
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
be "enough of a cut," we'd go down to Clipper #2. Yeah, right.
"Sounds good," I said.
Halfway through the haircut, the phone rang and he answered it. It wasn't long before he was snipping away again.
Out of the corner of my eye, I noticed he wasn't smiling after he got off the phone but didn't think any
"Sounds good," I said.
Halfway through the haircut, the phone rang and he answered it. It wasn't long before he was snipping away again.
Out of the corner of my eye, I noticed he wasn't smiling after he got off the phone but didn't think any
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
hing of it. Perhaps he was in pain from the hernia operation (he volunteered this information earlier). Apparently it was his first day back to work after spending 3 days at the hospital. Of course, I empathized with him saying things like, "That must hurt," "How did it happen?" etc. etc.
When he was thre
When he was thre
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
e quarters of the way done, I surveyed myself in the mirror and made an innocent comment.
"You know, I was just thinking we'll probably end up cutting it shorter," I said pleasantly.
In a flash, his face transformed into a mass of contorted fury. His blue eyes were ice cold. The veins on his neck were st
"You know, I was just thinking we'll probably end up cutting it shorter," I said pleasantly.
In a flash, his face transformed into a mass of contorted fury. His blue eyes were ice cold. The veins on his neck were st
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
raining to pop. I couldn't believe what I was seeing.
A miniature Hulk Hogan!
Slamming down the clippers on the counter behind me, he fidgeted and paced back and forth. I could see an explosion coming. It came less than 2 seconds later:
"I DON'T FEEL WELL TODAY AND I'M TRYING REAL HARD. YOU'VE NEVER BEE
A miniature Hulk Hogan!
Slamming down the clippers on the counter behind me, he fidgeted and paced back and forth. I could see an explosion coming. It came less than 2 seconds later:
"I DON'T FEEL WELL TODAY AND I'M TRYING REAL HARD. YOU'VE NEVER BEE
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
HERE BEFORE SO WHY CAN'T YOU JUST WAIT UNTIL I'M DONE?!??"
For the first time since setting afoot in the tiny barbershop, I felt ominous energy emanating from this man. I tried to ignore it, still in denial of what was developing before my very eyes.
Believe it or not, I was so shell-shocked at this sud
For the first time since setting afoot in the tiny barbershop, I felt ominous energy emanating from this man. I tried to ignore it, still in denial of what was developing before my very eyes.
Believe it or not, I was so shell-shocked at this sud
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
den outburst I actually thought he was joking at first. My survival instincts hadn't yet kicked in. I looked at him in the mirror and smiled, thinking it would calm him down.
Big mistake.
Pointing at me, he said, "Don't you laugh at me!"
Dripping with contempt, he shouted, "DON'T YOU LAUGH AT ME!"
A sh
Big mistake.
Pointing at me, he said, "Don't you laugh at me!"
Dripping with contempt, he shouted, "DON'T YOU LAUGH AT ME!"
A sh
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
iver ran up and down my spine. Because of the close proximity to this man, I began to fear for my physical safety. There were just the two of us - it couldn't have happened at a worst time. God was my only witness.
My first thought was to defend myself and say, I'm not laughing at you. But I thought the b
My first thought was to defend myself and say, I'm not laughing at you. But I thought the b
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
etter of it. Perhaps he was looking to be provoked. A million other thoughts ran through my befuddled mind:
Get up off the chair, rip off the "bib," shove the $12 in his face and get the heck out of the there.
Stand up, point my finger at him and say something like "What's your problem? I'm not going to
Get up off the chair, rip off the "bib," shove the $12 in his face and get the heck out of the there.
Stand up, point my finger at him and say something like "What's your problem? I'm not going to
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
ay for this *&^)(*#!% customer service. Who do you think you are?"
$%^&^&*(*^%#$#$#!!!! And then storm out of the place.
No, no, no, it isn't worth it. You stay still, remain calm and pay for the haircut. Then leave peacefully and mention something Dale Carnegie would say on the way out.
I knew I could
$%^&^&*(*^%#$#$#!!!! And then storm out of the place.
No, no, no, it isn't worth it. You stay still, remain calm and pay for the haircut. Then leave peacefully and mention something Dale Carnegie would say on the way out.
I knew I could
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
not indulge in the first three fantasies unless I wanted a mug shot for the first time in my life. I went with my gut feeling on the last one, probably the best decision I made that day.
After calming down somewhat, he snappily asked if I wanted it cut shorter. His eyes were challenging me.
Fighting with
After calming down somewhat, he snappily asked if I wanted it cut shorter. His eyes were challenging me.
Fighting with
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
all my might to remain calm, I nonchalantly said, "No, it looks good, thanks."
Sliding off the chair, I suddenly remembered a chapter out of the book, "How to Win Friends and Influence People" and said, "I hope you feel better." No reason to give this man a reason to go berserk before I had a chance to g
Sliding off the chair, I suddenly remembered a chapter out of the book, "How to Win Friends and Influence People" and said, "I hope you feel better." No reason to give this man a reason to go berserk before I had a chance to g
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
t out safely.
He came back fast and furious: "I sure hope so and I don't care if you ever come back again!"
Another round of shock thundered through my body and more thoughts came alive, none of which are fit for print anywhere.
Reaching into my wallet, I paid the $12, turned around and walked out as ca
He came back fast and furious: "I sure hope so and I don't care if you ever come back again!"
Another round of shock thundered through my body and more thoughts came alive, none of which are fit for print anywhere.
Reaching into my wallet, I paid the $12, turned around and walked out as ca
.
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
lmly as I could. I fought the urge to look back. Gosh, how the ego wants to help!
If he said anything behind my back, I didn't hear it. There ARE advantages to being deaf!
Walking briskly to my car, I looked down at my hands. They were shaking. My heart was beating like a jackhammer. I was still reeling
If he said anything behind my back, I didn't hear it. There ARE advantages to being deaf!
Walking briskly to my car, I looked down at my hands. They were shaking. My heart was beating like a jackhammer. I was still reeling
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
in shock and thinking, What on earth just happened?
How would you have handled this kind of adversity?
Food for thought: James Buckham said "Every trial endured and weathered in the right spirit makes a soul nobler and stronger than it was before." (especially if it happened at the local barbershop!!!!!!
How would you have handled this kind of adversity?
Food for thought: James Buckham said "Every trial endured and weathered in the right spirit makes a soul nobler and stronger than it was before." (especially if it happened at the local barbershop!!!!!!
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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