{"id":1277,"date":"2020-09-23T00:00:00","date_gmt":"2020-09-23T00:00:00","guid":{"rendered":"https:\/\/protherics2.aazzxx.com\/insights\/meeting-customers-on-their-terms-and-other-ways-we-stayed-connected-during-covid-19\/"},"modified":"2022-11-15T11:20:31","modified_gmt":"2022-11-15T11:20:31","slug":"meeting-customers-on-their-terms-and-other-ways-we-stayed-connected-during-covid-19","status":"publish","type":"insights","link":"https:\/\/serb.com\/nl\/insights\/meeting-customers-on-their-terms-and-other-ways-we-stayed-connected-during-covid-19\/","title":{"rendered":"Meeting customers on their terms \u2013 and other ways we stayed connected during Covid-19"},"content":{"rendered":"<p>An email that starts with \u201cI hope this finds you well\u201d is nice, but you know what\u2019s even nicer? Making the person\u2019s life on the other end of that email just a little bit easier.<\/p>\n<h4>That\u2019s been our sales team\u2019s MO these past few months. Less empty talk, more empathetic action.<\/h4>\n<p>It\u2019s yielded some surprising results. You wouldn\u2019t think that, during a crisis, the clinicians and hospital executives we work with would want us coming to meet them face to face. But in initial conversations with potential customers, we asked the question, \u201cWould you want to do this live?\u201d\u2014 and a significant number said yes.<\/p>\n<p>Not for lack of caution, of course. They agreed to meet with us in person because they knew our team was certified in the use of PPE \u2013 which masks to use, how to&nbsp;<a href=\"https:\/\/www.cdc.gov\/hai\/pdfs\/ppe\/PPE-Sequence.pdf\">remove&nbsp;<\/a>gloves and gowns properly, etc. In fact, we\u2019d undergone this process way back in March, after holding two weeks of virtual training with our customer relations team detailing new messages, resources, and value propositions in light of the pandemic.<\/p>\n<p>By the time we met up face to face, our increasingly busy customers also knew that we were sincere. This is in large part a testament to the reputation of our Field Sales Trainers, Marketing and Sales Managers for providing high quality education and support, as well as the life and limb-saving importance of our products.<\/p>\n<p>But we\u2019d also skipped the first push of emails that seemingly every company sent in the virus\u2019 early days. When we did start reaching out, we eschewed the small talk and stressed our flexibility \u2013 that we could easily meet next month, or the one after that; that, like the emergency department, our staff was available 24\/7, and on weekends if need be; that we could meet virtually, via FaceTime or Zoom or Microsoft Teams; or even in person, in the halls of the ED or outside in the hospital parking lot.<\/p>\n<p>We offered to send our CroFab\u00ae customers<a href=\"https:\/\/btgsp.com\/insights\/using-vr-to-communicate-radical-transparency\">&nbsp;VR goggles<\/a>&nbsp;with which they could explore the antivenom production process, from Utah to Wales to Australia and back. And helped to launch a new online tool \u2013&nbsp;<a href=\"https:\/\/mtxpk.org\/\">MTXPK.org&nbsp;<\/a>\u2013 to monitor and predict delayed&nbsp;<a href=\"https:\/\/mtxpk.org\/\">methotrexate (MTX) elimination<\/a>.<\/p>\n<p>When we arrived on-site \u2013 whether it was in the ED itself, in the pharmacy department, infusion unit or an in-service in a boardroom or an office \u2013 we gave our presentation and then got out of the way. Having quickly learned how difficult it is to speak engagingly with a N95 mask on, we spent hours practicing so as not to come off breathless and lacking in energy. In this and other ways, our educational sessions changed: but as always, they centered around what clinicians absolutely need to know to treat patients.<\/p>\n<p>What we strove to make clear again and again is that we\u2019re here to support these clinicians, whether we\u2019ve been working with them for years or whether they\u2019re just learning about our products for the first time. After all, they\u2019re the ones on the frontlines every day dealing with this pandemic.<\/p>\n<p>As they continue their life-saving work, we\u2019ve continued to deliver products that are too important for patients not to have. A number of new hospitals, for instance, have reached out in response to the&nbsp;<a href=\"https:\/\/abcnews.go.com\/US\/snake-bites-rise-stay-safe\/story?id=71424874\">rise&nbsp;<\/a>in snake bites this summer. And just as heart disease and cancer won\u2019t stop for COVID-19, neither will the toxicity associated with some related medications \u2013 toxicities that our antidotes address.<\/p>\n<p>Our products can save patient lives. That doesn\u2019t mean we can\u2019t make the lives of our customers easier when connecting with them in these uncertain times.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>An email that starts with \u201cI hope this finds you well\u201d is nice, but you know what\u2019s even nicer? Making the person\u2019s life on the other end of that email just a little bit easier. That\u2019s been our sales team\u2019s MO these past few months. Less empty talk, more empathetic action. It\u2019s yielded some surprising [&hellip;]<\/p>\n","protected":false},"featured_media":1359,"template":"","subjects":[103,107],"class_list":["post-1277","insights","type-insights","status-publish","has-post-thumbnail","hentry","subjects-opinion","subjects-responsibility"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Meeting customers on their terms \u2013 and other ways we stayed connected during Covid-19 - SERB Pharmaceuticals<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/serb.com\/insights\/meeting-customers-on-their-terms-and-other-ways-we-stayed-connected-during-covid-19\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Meeting customers on their terms \u2013 and other ways we stayed connected during Covid-19 - SERB Pharmaceuticals\" \/>\n<meta property=\"og:description\" content=\"An email that starts with \u201cI hope this finds you well\u201d is nice, but you know what\u2019s even nicer? 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