Nov 03

Sample Sizes for A/B Testing

By Caelen King Stuff we've learned No Comments »

A/B testing is great for iteratively improving web applications. I have had loads of conversations with startups who are using it to test. However, they all seem to be making one fatal mistake – their sample sizes are too small.

An A/B test that uses a sample size that is too small is worse than no test at all. The figures just aren’t statistically significant, and if you had run the test longer the results may have reversed. This means that not only might you have the wrong result but you feel that you have proof in that wrong result. This results in in you defending your position later on despite contradictory evidence.

So how big does your sample size need to be? Unfortunately the answer is – ‘it depends’. Luckily it doesn’t get very complicated. The only thing it depends on is the gap between the winner and the loser. In general the smaller the gap the bigger of a sample size that you need.

Specifically divide the gap between your winner and loser in half and then square the result. The result needs to be bigger than your sample size to be statistically significant?

Below is a worked example where there is a 10% difference between A and B

a-b-testing-sample-sizes-10-percent-difference

So with a 10% difference between A and B you need a sample size of about 1500 to be statistically significant.

Let’s see how this works with a 2% difference between A & B

a-b-testing-sample-sizes-2-percent-difference

Now you can see that you need a sample size that is around 25 times bigger.

Tip: If you find your test needs a very high sample size (above about 20,000) then your users don’t really care much about your changes. Give up and test something more significant.

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Oct 28

Advertising On Facebook

By Philip Boyle Health 2.0, Stuff we've learned, Web/Tech 11 Comments »

Many of you will be aware that Facebook has started to push it’s advertising platform in recent months, and certainly as a user of Facebook I have noticed more and more ads appearing. We wanted to take a look at running a few simple campaigns to see what the costs involved were like and how detailed the oft talked about targeting was.

Creating an Facebook ad really is very easy, and is split up into three simple steps.

1. Designing Your Ad

Designing a Facebook Ad

Designing a Facebook Ad

Designing your ad couldn’t really be simpler. Put in a destination URL, a headline, some ad text, and an optional picture and you’re good to go. There are some useful links to best practices, reasons for rejection and a design FAQ on the page also.

For some reason their preview of the ad has a line saying “Phil Boyle likes this” with a thumbs up icon beside it, but this hasn’t appeared any time we’ve seen the ad displayed.

2. Targeting

Targeting A Facebook Ad

Targeting A Facebook Ad

Facebook offers some great targeting options, but also leaves some basic ones out. For instance, you can easily target just men or women, just those in a relationship, or even just those who are engaged. This is a great service for anyone in the wedding industry looking to drum up some business!

However, it only allows you to geographically target by country, which will be too coarse for many businesses, especially smaller local businesses.

Similarly, their other targeting filters will be great for certain business types but all but useless for others.

3. Campaign Pricing

Pricing A Facebook Ad

Pricing A Facebook Ad

All the usual options are available when it comes to controlling the cost of your campaign, but there are also some things that we find a little strange. You have to set a daily limit, as they bill you every day. There are also no VAT invoices available for your campaigns at the time of writing.

You can choose either CPM or CPC payment for you ad. We went with CPC ourselves. The suggested bids seem to be picked out of thin air, and they are quickly creeping up too, presumably as more advertisers buy up slots. Pay what you want to pay and don’t be afraid to cut your bids. They do offer a decent set of reports so you can analyse what effect changing your bids has.

Our intention with Facebook advertising was primarily to get our brand in front of as many people as possible with as little cost as possible, and to that end it has been pretty successful. We’ve had coming up to 9,000,000 impressions on our ads and spent less than €900, and that was just targeting Ireland!

So, in summary, if Facebook’s targeting can identify any niche that your business is interested in, it could well be a useful advertising platform for you to explore. For the rest of us it’s probably just a good way to get some cheap name recognition going.

We don’t have a product or sale as a goal of our Facebook advertising, but if you do we’d love to hear how you have gotten on with it and whether you think it has been a success or not, and any other thoughts people have on social network advertising.

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Oct 20

How to Reduce Bounce and Increase Visitor Engagement

By Caelen King Stuff we've learned, Web/Tech 8 Comments »

How do you make sure that relevant visitors landing on your site know that they’ve landed on the right page? If you don’t succeed in doing this effectively a large number of your visitor are going to bounce. Ensuring that first time visitors can immediately engage with your site directly affects your site’s ability to convert visitors into real business.

When looking at this it is easy to get caught up in looking at your main landing pages to the exclusion of the other pages. At RevaHealth.com we have historically focused on our search results pages to the exclusion of pages deeper in the site.

Old Page

Old Page

However, times change and we have over 1.5 million pages indexed by Google. Every month Google sends traffic to a about 250,000 different pages including a large number of deep and seemingly unimportant pages.  The vast majority of landings are still on our main search results pages; however there are an increasing number of visitors landing on individual clinic’s profiles.

These profile pages all had a disproportionally large bounce rate when compare to the rest of the site and looking at the pages it should come as no surprise.  For an engaged audience they present the information in a reasonably structured fashion, however for a visitor who has just landed on the page it’s a bit difficult to see why they should stick around.

The most obvious way to reduce bounce on these pages would be to eliminate the advertising. However these pages rely on advertising for revenue generation, so we elected to see if we could reduce the bounce rate while attempting to keep advertising revenue static.

We introduced a navigation panel on the right hand side. The purpose of this panel is to inform the visitor about relevant content in the rest of the site.  The key points are:

New Page

New Page

  1. The number of relevant clinics in the immediate area that they might be interested in.

  2. Up to three sample clinics in the immediate area.

  3. The number of relevant clinics in a broader geography with a means of navigating to them.

Other changes we made to the page were:

  1. A new call to action within the address field – “Get Phone Number”. About 20% of the visitors to our site are actively looking for a clinic’s telephone number. We don’t want to immediately display this number because we want to track it, however we absolutely want visitors to know that it is available.

  2. Introduction of default Description Text where we do not have a description of the clinic along with a call to action.

After making these changes, the bounce rate of the profile pages dropped by nearly 7%, causing an overall drop in the site’s bounce rate of just over 2%.

We’d love to hear your experiences with bounce reduction, especially any unexpected results you had.

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Oct 15

Technical Problems With Page Caching

By David Roe Stuff we've learned, Web/Tech 2 Comments »

This article takes a more technical viewpoint on the caching issues raised here.

Warning – Not for the casual non-technical reader!

The Problem

RevaHealth.com is made up of 10’s of millions of pages, organised as ‘pretty’ URLs such as

  • /dentsist/ireland
  • /dentists/ireland/dublin
  • /dentists/ ireland/dublin/crowns
  • /dentists/ ireland/dublin/crowns/the-big-clinic

We cache each page in an asp.net data cache, and this works for frequently requested pages as they have a high cache hit rate. This works by holding the data you need to construct a page in memory. However, there is a fairly heavy code hit which results in a Time to First Byte of 1.2 to 1.5 seconds.

This wasn’t providing the user experience that we wanted and we were determined to lower it, so we added asp.net output page caching with a time to live of an hour. This holds the fully constructed page in the web server memory so it can be close to instantly returned to the user. This resulted in a Time to First Byte of 0.5 seconds.

This was great.

Or so we thought. Regular testing revealed that even frequently requested pages were rarely in our cache. Why? In fact only about one in ten pages were in the cache. This wasn’t good. Was the output page caching not working?

Why?

The answer wasn’t so simple. Firstly, RevaHealth.com is very broad and flat. Search results are divided by the type of clinic (dental, cosmetic, etc) and then further subdivided by multiple levels of location (country, county, city & neighbourhood). To make matters worse there are options for further treatment and/or specialization sub-subdivisions. A typical landing URL might well look like this:

http://www.revahealth.com/dentists/uk/west-midlands/birmingham/erdington/implants

Landing pages are almost all ‘long tail’, and the tail is very, very long. With over 50,000 locations in over 200 countries, several dozen clinic types and hundreds of procedures, we have millions of search pages and over 100,000 clinics. We knew our landing pages covered a very broad range, but only when we looked into the figures more closely did we realise just how broad and how flat the site was.

In a typical period 152,072 visitors entered the site through 36,357 pages. Only 66 of those pages had more than 100 hits and 30,000 had five or less hits. So in a typical one hour period only a few hundred pages were getting a hit in the output cache. The huge bulk of pages requested were not in the cache when requested.

Looking for Solutions

Clearly a simple remedy would be to extend the cache life beyond an hour. But this has business implications. Firstly, when our customers update their profile, they want to see that change reflected as soon as possible. Asking them to wait more than an hour would not be good.

More importantly, for a site like RevaHealth.com, search ordering and the appearance of results is critical, and search results order updates happen dynamically as patients contact clinics, review clinics and generally interact with the site. So, extending cache time to a level where we get more of the tail into the cache would be very problematic.

We decided to simulate traffic to the site, and to force the most frequently requested pages into the cache on an hourly cycle.

cURL seemed to be the obvious tool to use, as we had some experience with it and it is widely accepted. We generated a list of the top 100,000 most frequently requested URLs and created a cURL script to fetch them all.

Our experiences with cURL

cURL is a feature rich tool, but we wanted to use it in a pretty simple way – fetch all the pages on the list on an hourly cycle.

The first problem we encountered was that from the command line there is no way to limit the rate of page fetches. We knew we wanted to fetch them at a rate just above 12/second to ensure that the script would complete in an hour. But curl will only set a speed limit in kb/sec. Since our page size varies greatly, this made fixing that speed a case of trial and error. Obviously we didn’t want to fetch too fast and strain the server unnecessarily, or fetch too slow and not complete the list in an hour.

We could have used libCurl in our own server code and set a rate per second there, but we were keen not to have to write code for this, and instead use the command line tool to keep it simple.

Some relatively straightforward trail-and-error tests revealed a rate which would enable the script to finish within the cache time available (one hour).

What was frustrating during this process was that there is no way for cURL to send the actual file data fetched to nul and to save  the normal stdout output to a file or even send it to the screen. We didn’t want to save the actual output files which could get potentially very large, but sending them to nul meant normal output was sent to nul too. Equally frustrating when testing was that the normal (non verbose) output does not show the URL of the page being fetched.

The progress meter shows bytes downloaded, percentage completed, etc, but rather strangely, not the file being fetched, so there’s no easy way to tell your progress through the list of pages you are fetching.

In the end though we got past all these problems and had a script that worked – or so we thought. In fact, our first run through made no difference to the cache at all. This caused a lot of head scratching until someone looked at the fetched files and we realised that, of course, they were not compressed.

We always return compressed dynamic pages. Since the output file is gzipped, and cached as a compressed file, we were only having non-zipped pages cached.

Helpfully, cURL allows the http request headers to be set on the command line, so simply adding  –header “Accept-Encoding: gzip,deflate” fetched our zipped pages into the cache and testing in Firebug showed that they were being requested by our script.

We watched memory usage during the build up of the cache, and made some adjustments to allow larger physical memory to be used. At a certain number of pages requested we began to see large page usage, so we scaled back the number of pages being requested and all returned to normal.

Browsers Browser Browsers

We thought we were done, but one of the oddest things was yet to bite us. Like most developers, we love Firebug and we were checking everything using Firefox, but before we push changes live we do a fairly rigorous check in other browsers. Disaster. Firefox and Chrome were receiving our new cached page but Internet Explorer wasn’t.

Internet explorer was simply bypassing the cached pages and hitting the code. This was exactly what we were trying to avoid.

The problem was that we were also using GZIP to compress the HTML. It turns out that  IE passes a different parameter for the ‘accept-encoding: gzip’ than Firefox or Chrome does. Even though they all accepted exactly the same encoding the web server wouldn’t serve it up.

  • FF: Accept-Encoding: gzip,deflate
  • Chrome: Accept-Encoding: bzip2
  • IE: Accept-Encoding: : gzip, deflate  (note the space)

Essentially because the browsers were each requesting the same file using very slightly different parameters it resulted in the web server thinking they were different files.

The choice was simple, either:

  1. Cut the size of the cache to 33% and increase the length of it 3x
  2. Only support some browsers

Unfortunately the commercial reality of choices like this is – ‘Provide the greatest good to the greatest number of users’. This meant only providing cached pages for IE. As a result Firefox and Chrome users have a slightly degraded experience compared to IE users, however this degradation is largely compensated by faster JavaScript engines.

Note: IIS 7 introduces some control that solves this particular issue.

Your War Stories

We’d love to hear about your  trials and tribulations getting time to first byte down. Leave a comment below.

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Oct 13

Top 10 Mistakes Made By Dental & Cosmetic Clinics When Creating A Website

By Caelen King Health 2.0, Stuff we've learned, Web/Tech 6 Comments »

We’ve worked with hundreds of clinics from around the world that are frustrated with their web presence. Invariably they’ve spent a lot of money on their website and failed to see results.

What’s worse is that they frequently don’t know what the problem is. They then turn to yet more designers thinking that the colour scheme or graphic design is at fault, when they should be focusing on the core proposition of communicating their information efficiently to their visitors.

The following are the top 10 most frequent mistakes that we see clinics make when they first build a website.

  1. Creating a splash page. This is a page that appears before the main content that ‘introduces the tone’ of the clinic. This just gets in the way of the visitor and the information they are looking for.  RevaHealth.com usability studies have shown that the majority of visitors don’t progress to a second page.  Get the visitor to the content that matters as soon as possible.

  2. Background music. You may think it is soothing – it’s not. Most people find background music irritating, especially if this is a repeat visit to your website.  Audio can be used effectively especially in the areas of treatment descriptions, however this is very much an advanced technique.

  3. Original navigation. We have seen everything, even using the teeth in a jaw as way to visually navigate a site. This just confuses the visitor. As a general rule, use tabs.

  4. Clinical photography of procedures on prominent pages.  Your patient is interested in results – in general it’s only other professionals that are interested in photographic details. It can be good to include these photographs but only include them on deep pages that are clearly linked to with text similar to “view detailed photographs of this procedure’.

  5. Expensive, flashy design. Your site needs to look professional; however it doesn’t need to be flashy. It is very easy for clinic owners to get caught up in the design of a website and lose focus on the whole purpose, which is to inform the visitor.

  6. Hit counter. You may want to boast about how much traffic your site has, however why does the visitor care. They want to be treated by your clinic, not take out advertising on your site.

  7. Not doing the SEO basics. The basics of search engine optimization are simple and given that the search engine should be the #1 distributor of your content there is no excuse not to do them. Give each page a unique title; make sure your website doesn’t require JavaScript and sign up for Google Webmaster Tools.

  8. If you are using an agency to create your website many will offer to supply you with stock content, such as treatment descriptions. Don’t use them. The search engines will recognise them as duplicate content and will not rank you for these pages. Worse still they may think you’re a spam site and remove you entirely. Write your own content.

  9. Not including basic information that a visitor may want – like a map or opening hours. We will publish a list of the most frequently requested information by visitors in an upcoming post.

  10. No call to action. Why do you want a website in the first place? Is it because you want more online enquiries? If so then there needs to be a large and effective call to action – A big red button with ‘Click Here to Contact the Clinic’ or somthing similar on it.

Let us know any common mistakes or omissions from websites that you’ve come across in the comments.

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Oct 05

Our Definition of Search Engine Optimization

By Caelen King Stuff we've learned, Web/Tech 10 Comments »

I’ve been talking to a lot of people recently that seem to think that Search Engine Optimization is bullshit. There seems to be a rising opinion that it is all snake oil and if people just ignored the search engines then the world would be a better place.  This is not true.

The whole reason why search engines work as well as they do is because of the huge amount of effort that publishers put into SEO daily. That’s right – without SEO the search engines wouldn’t work.

Why?

Well, what a search engine tries to do is understand the meaning of a page and subsequently display it in the search results when someone types in a query that indicates that they are looking for that content. This is phenomenally difficult to do; even with the best brains on the planet it is currently impossible.

The reason for this is that machine learning isn’t nearly advanced enough to be able to understand at the levels that humans are able to understand.

So the search engines rely on publishers to shape their content so that they can better understand its meaning. Back when the search engines where pretty unsophisticated this literally involved telling the search engine using the meta keywords and meta description tags.

As the search engines and spammers have become more advanced the means of conveying meaning to the search engines has become less overt, but no less important.

RevaHealth.com definition of Search Engine Optimization:

SEO is the science of narrowing the gap between the search engines’ understanding of a page and a human’s understanding.

You will notice from the above definition that this doesn’t include link building. That’s because we regard link building as PR. Just as old school PR was about getting your company correctly positioned in newspapers and on radio, new school PR is the same thing online.

So what can happen if you build a website that solely targets users and not search engines?

The following examples are completely legitimate ways of constructing your website that will have no negative effects on your end users, but will completely ruin your chances of being distributed through the search engines.

Let’s say you are building a listing site similar to RevaHealth.com

  1. You use parameters instead of hard URLs.  If you construct your parameters without thinking about SEO  you can easily create a website that the search engines simply won’t index.
  2. You use JavaScript to dynamically call in the content similar to Kayak. This can provide a very useful end user feature. However, if coded without reference to SEO it will result in the content not being indexed.
  3. You use a template for each page that results in the search engines thinking that each page is a duplicate of another page.
  4. You include useful additional information for the user (for example from Wikipedia) that is not original.   At best this will result in the search engine marking down your pages and at worst they might list you as a spam site and exclude your entire site from the index.
  5. You have a infinite number of combinations of search results available resulting the search engine giving up before they have crawled all of the relevant content

In Summary

Search engines are the number one means of distributing your content. If you develop a website without considering the SEO implications of your decisions, you are effectively giving the search engines two fingers. Don’t be surprised if they give you two fingers straight back.

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Sep 28

Meta Keywords and Google

By Philip Boyle Stuff we've learned, Web/Tech No Comments »

We often get asked about our experiences with SEO, usually about what worked for us and what didn’t. Keywords are a topic that come up again and again. The video above comes from Matt Cutts, the head of Google’s Webspam team, and it neatly summarises the fact that when it comes to Google’s main search product, meta keywords are completely ignored.

That should be the end of that then. But it isn’t.

A lot of people seem to get mixed up between keywords and meta keywords, thinking they are exactly the same thing, so the video above might be taken by some people to mean that ALL keywords are ignored by Google. That just isn’t the case.

The word “keywords” can mean many things interchangeably, but for the purposes of this blog post, let’s  refer to a set of keywords as the most important words, phrases or acronyms that your potential visitors will use to find a particular page of content on your site.

For these potential visitors to find your page, the keywords they use, or their synonyms or related keywords will have to appear on or pointing to the page somewhere. These keywords can  appear in:

  • the body text of your page
  • the URL of the page, including the domain name
  • the page title of the page
  • the meta description of the page
  • the H1 tag on the page
  • the alt text of images on the page
  • the links to the page

And that’s just off the top of my head. They can also still appear in your meta keywords, even if Google currently chooses to ignore them THERE.

You should still be doing your keyword research for each page (or set of pages) and using those keywords you identify as being the most important in the page elements listed in the paragraph above. Google even offer some good free tools to help you find out what keywords to use. I’d recommend Google’s Search Insights, Google Analytics, their free AdWords Keyword Tool, and even Google Trends. Add your own favourite keyword research tools in the comments below.

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Sep 21

Using Wikipedia Content to Combat Duplicate Content

By Marta Sawicka Stuff we've learned, Web/Tech 4 Comments »

We publish a lot of web pages on RevaHealth.com, tens of millions of them in fact. One of the SEO problems we run into because of this is that a lot of them are very similar to other pages on the site. For example our page for cosmetic surgeons in London is extremely similar to our page for cosmetic surgeons in the EC district of London. This results in the search engines sometimes thinking that we are publishing duplicate pages, even though the pages are perfectly valid and are distinct pages from a newly landed user’s perspective.

The SEO problem with duplicate pages is that Google doesn’t want to clog up its index with a whole bunch of duplicate content, so it tries to cull the duplicate content from its index. In our case it only includes cosmetic surgeons in London in its search results.

In the past we included machine generated text on each page, in an effort to describe on the page in a way people could easily understand what the content was without having to write tens of millions of descriptions by hand. However, because this particular block of text was quite similar from page to page, it hindered us rather than helped us in relation to duplicate content. So we set about trying to find a way to increase the originality of each page.

On a side note, it is possible for you to take control over your own duplicate content and to tell the search engines which page is the original or most important version of a page rather than letting them make that decision for you. You can use either canonical URLs or 301 redirects, something we’ll discuss in another blog post. For now, this is something that we do already, but as the pages are actually valid, non-duplicate pages for our visitors, we think that this shouldn’t be necessary.

So, going back to looking at how to increase the originality of the content on our pages, we took our search results for Dentists in Mexico as our test bed. For 50% of the locations in Mexico we added 2-3 paragraphs of location descriptions taken from Wikipedia. Wikipedia has relevant content that can be re-used on other sites thanks to the GNU Free Documentation License. The link to the original source of the text was included underneath.

We were hoping that syndicating content from Wikipedia could alleviate the duplicate content issue along with giving our visitors a better experience. We let the test run for three months.

The Results

Although our results shouldn’t be regarded as complete, we found that the inclusion of Wikipedia content on our search results pages had no effect on whether the page was included in the main Google index.

However, we also found that all pages with Wikipedia content that were already in the search results dropped by around 3 positions, while all control pages gained on average 2 positions!

Search engines want and reward original content. It is known that Google uses document similarity techniques to keep searchers from finding redundant content in search results. Our experiment left no doubt about it. I only wonder how will Google solve the problem in the current large scale web syndication era if it is possible to find 5 exactly the same articles on the top 5 sites in the results for many of Google searches, e.g.

http://www.google.com/#q=Get+Motivated+to+Create+New+AdSense+Content

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Sep 03

Why Do You Need an Online Enquiry Form?

By Caelen King Stuff we've learned No Comments »

Lots of clinics don’t have an online enquiry form on their website. After all why do you need an enquiry form when you can just put your phone number on your website? If someone wants more information they can just call you, can’t they? Unfortunately, this assumption is wrong.

In our guide to sales funnels for health clinics we include the online enquiry (form) as a distinct stage. It is a part of the process that brings consumers into the sales funnel proper, so it is not a step that you should consider trying to skip by leaving the form off your website. Here’s why:

  1. 24/7. Customers look at your website all the time; on the weekends and in the middle of the night. Will they get a good consumer experience by ringing you at this time? If all you have is an answering machine then the answer is no.  Most won’t bother to leave you a message, and you are relying on them to remember to call you again the next day, which they probably won’t. An online enquiry form is available 24/7, and it is easy to set up to meet your customers’ expectations (see moving prospective customers through the sales funnel).
  2. Phone calls can interrupt your normal daily business. An online enquiry form empowers you to use your staff resources as they are needed, and then to have them deal with the online enquiries when they are not so busy.
  3. The form allows you to weed out the time wasters. Many people who call the clinic aren’t really a potential patient at all. It might be that they can’t afford your services, or that they aren’t in your catchment area.  By using an online enquiry form you can weed these time wasters out and reply with a polite standard email rather than tying up your staff with another phone call.
  4. Be prepared. An online enquiry form gives you the time to prepare information for the specific query so that when you do actually talk to the patient you can meet their expectations by being able to talk directly to their concerns. A phone call does not give you this opportunity, and you can be forced to terminate the call in order to get further information. This does not give the consumer a good experience.
  5. Capture the patient’s information reliably. Everyone has had the experience of talking to a potential patient and taking down their contact information incorrectly, or maybe your computer is booting up and you write it on a scrap of paper only for the cleaner to put it in the bin. Now the patient expects you to call back and you never do – how likely do you think it is that they will call back? If they do, what sort of impression have you given of your clinic? Online enquiry forms can solve this problem.
  6. Some people don’t want to talk. Many potential patients who are early in the buying cycle are not prepared to talk on the phone and would rather remain at arm’s length for the time being. If you don’t have an online enquiry form then you are excluding them.

Hopefully you can now see some of the benefits in having a dedicated online enquiry form.

I’ll finish with one final piece of advice – even though we recommend strongly that you use an online enquiry form on your site, our own survey of consumers tells us that your phone number is also in the top five pieces of information that they are looking for on your site. Don’t forget to make it easy to find, in the header or footer of the page, and include it on your enquiry form too.

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Aug 17

Creating an Automated Email to Send in Response to Online Enquiries

By Caelen King Health 2.0, Stuff we've learned 5 Comments »

All online enquiries deserve a personalized email response; however your business processes should also include an automated email that is sent immediately once the online enquiry has been submitted.  A well thought out response should include the following five pieces of information:

  1. Confirmation that you have received the enquiry.  This reassures the consumer that their enquiry hasn’t fallen into a black hole and your systems are working correctly.  An automated email is standard practice on the internet and the consumer expects it. If you don’t send one then you won’t be meeting their expectations and reducing the chance that they will ever visit your practice for treatment.
  2. A time and date when they can expect a personalised response. This allows you to set the consumer’s expectations so that you can then subsequently meet them. If you don’t tell them when they can expect a response then they will create their own expectations, which will probably be unrealistic. If you say in the automated response that you will contact them within the next two days it is critical that you actually do contact them – even if it is only to apologize that there is a delay. If you do delay the response make sure you inform them of when they should expect the new response.
  3. Some further information on the clinic. Give the consumer something to read and to think about. Focus on the best aspects of your clinic such as accreditations, specialities, equipment, training, etc.
  4. Include two of three real testimonials with full names.  Credibility is absolutely critical here and if your testimonials have been published on 3rd party sites you should include that fact.
  5. Contact Information. A lot of people use email as a crude tool for organizing their life – when they want to contact you in the future they will remember that you emailed them and will search their email. Putting all of your contact information in this mail will maximise the chance that they will contact you in the future even if they don’t come for treatment immediately.

It is nice to be able to personalize the email response to include the patients name and the treatment that they are looking for. This is not critical but if your technology easily allows it then it is a good idea.

Sample Email

Dear [insert the patients name here]

Thanks for your enquiry regarding [insert treatment here] with [insert your clinic name here]

We are currently reviewing your enquiry and will contact you in the next two days.

Clinic Overview
Describe your doctors or dentists experience, qualifications and specialisations- Take this information from your staff listings and add more detail as you like.

Procedures.
Describe the procedures your clinic performs. You should let them know how long the procedure normally takes, the recovery time and the number of visits required. You can include before and after pictures if you have them.

Testimonial 1

“I was very pleased with the treatment and also I was very pleased with the way I was looked after on my visit to the clinic.”  – Alison Benson, Surrey, UK (published on RevaHealth.com)

Testimonial 2

“Despite having been to the dentist every 6 months all my life, I discovered, when I had my first appointment in Budapest, that none of the caps and facades I’d had put on locally fitted properly and my teeth had been quietly rotting away for years (the dentist gave me a mirror so I could see for myself, and I was horrified to see that the teeth underneath were black). Consequently I needed a lot of work. I’d had an estimate in a local clinic of 8 hours and 1300 Euro for just one tooth. The dentist in Budapest did the preparation work on 19 teeth in six and a half hours and the whole thing, including the most expensive crowns available (which are metal-free and therefore look like real teeth) cost around 5000 Euro. The most impressive thing was that because the dentist was so gentle and sympathetic, six and a half hours in the dentist’s chair really wasn’t that bad. It was tiring though and I felt fragile afterwards so the fact that Access Smile then drove me back to where I was staying (and ferried me back and forth to all subsequent appointments) really made a huge difference.” – Daniel Smith, London, UK (published on RevaHealth.com)

Contact information.
The patient may wish to contact you. Give them email, phone and website information for your clinic. Tell them the hours of business for your clinic and don’t forget to include the time zone – tell them hours before or after GMT.

Patient Coordinators Full Name

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