Firstly, dealing directly with consumers is frustrating. If you’re in the business of offering any product or service to the general public then you need to grow a thick skin.
For a consumer facing clinic or practice the first point of contact from a new patient is via the website contact form. In most cases this will be connected to an email address which plops their message directly into your inbox.
It arrives in bold font, ripe and full of hope. Even for someone who has been in marketing for nearly 3 decades it still gives me a thrill. A new enquiry is what we’re here for after all. It’s someone reaching out across the ether and they’re wanting to do business with me! Hello, they’re saying, can I spend some money with you?
But we need to remain grounded, conscious of the realities of the internet. We need to remember that around 20% of all internet traffic is robots that are up to no good. Malicious code screaming around looking for weakness. It is thought that upwards of 35% of internet traffic is non human. A bit creepy when you think about it.
Your email is also on a list somewhere. This is inevitable if you put your email on the internet. It’ll be scraped and downloaded hundreds or thousands of times, compiled into a list that a disreputable scammer will use periodically to send you some annoying dross. It is thought that about 30% of all email traffic is spam.
So of the messages you get into your email inbox a hefty proportion of it is going to be garbage from an opportunistic robot or scam artist. That’s OK though because we know it comes with the territory. We know that in amongst all the junk there’s always a few nuggets. A few bona fide enquiries from real life, breathing, human clients. And this is where it can get frustrating.