Episodios

  • A Patient Walks In Barefoot – or How To Provide More Treatment!

    A Patient Walks In Barefoot – or How To Provide More Treatment!
    May 24 2025
    What do barefoot patients, expensive coffee, and a small shoe factory have in common? In this episode of The Dental Practice Fixers podcast, Dr. Rich shares a strange but true story from a Seattle café and ties it into a powerful lesson about opportunity, mindset, and making the most of what’s right in front of you. You’ll also hear a business fable with a surprising dental twist — and learn why your credit card fees might not be as fixed as you think. And then - mystery shopper calls! Don’t miss this one! Key Takeaways Clinical Opportunities & Patient Communication Periodontal Disease is Underdiagnosed: Most practices under-treat perio, often with rates as low as 3%, despite over 50% of adults having some form of the disease. This is a major missed opportunity for both care and revenue. Use the “Talk Over” Technique During Exams: Narrate perio probing in plain language as you do it. This engages patients, builds understanding, and increases acceptance of needed treatment. Educate with Simplicity: Use simple, relatable language when discussing diagnosis—e.g., “bleeding means infection,” “low numbers are good,” etc.—so patients clearly grasp the problem and ask what to do next. Financial Strategy: Credit Card Surcharging Surcharging Can Protect Revenue: Consider passing credit card processing fees to patients—a legal and increasingly common practice. This preserves 100% of your fee without increasing prices. Be Transparent and Compliant: Use platforms like CardX (recommended in the podcast) to ensure compliance and ease of use when implementing surcharging. Mindset Shift: The “Barefoot Island” Metaphor Turn 'No One Wears Shoes' Into Opportunity: Don't assume patients don’t want or can’t afford services like fluoride, clear aligners, or perio therapy. Instead, assume they haven't been offered them clearly and confidently—yet. Reframe Obstacles as Growth Areas: Challenge internal team beliefs like “our patients won’t go for that” and explore whether those beliefs are based on reality or reluctance to lead. Here are some very important and easy ways to help enhance your practice and your life! 1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!! 2 - Download our special free report, "The Dirty Dozen: HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask 3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!) madow.com/calendar 4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call! madow.com/save 5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money! madow.com/gold 6 –Boost your practice with SimplyClear aligners from OrthoBrain. Skip the middlemen and work directly with US-based orthodontists for top-notch care. Make your patients smile and watch your practice thrive! madow.com/ortho 7 – Attract the perfect new patients with Simple Impact Media's expert SEO, tailored just for your dental practice. Skip the generic and get a free consultation and audit with founder Evan Lazarus. Elevate your online presence and watch your ideal patients come in! madow.com/simpleimpactmedia 8 – Meet up with us in our private FACEBOOK group to continue the discussion: https://www.facebook.com/groups/dentalplace123
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    18 m
  • Handling Difficult Conversations – Is Your Dental Practice Hell’s Kitchen?

    Handling Difficult Conversations – Is Your Dental Practice Hell’s Kitchen?
    May 9 2025
    In today's episode of The Dental Practice Fixers podcast, Dr. Richard Madow shows how a situation that arose at Hell's Kitchen in Las Vegas can teach all of us how to better handle difficult conversations that come up in our dental practices. Then we have a mystery shopper call that will teach us what NOT to do!! Check it out now! Key Takeaways: Difficult conversations can be handled with finesseA restaurant host at Hell’s Kitchen masterfully asked Dr. Madow and his brothers to give up their table—without creating discomfort—by inviting them to continue their evening at the bar, turning a potentially awkward moment into a positive experience. Avoiding tough conversations causes bigger problemsIn dental practices, avoiding difficult topics—like discussing finances, treatment plans, or staff performance—often leads to confusion, inefficiency, or missed opportunities. Tone and delivery matter more than the message itselfHow something is said—kindness, confidence, and enthusiasm—can completely change how it's received. Even uncomfortable news can land well with the right approach. Be clear and confident when presenting treatment and feesDr. Madow recounts an early mistake in over-apologizing and being awkward about presenting periodontal treatment fees. The patient wasn’t fazed—but the lack of confidence created unnecessary discomfort. Use patient-centered languageReplace blame-focused comments like “You should have brushed and flossed better” with collaborative phrasing like “Let’s talk about how we can get you back on track.” When discussing finances, offer solutions—not apologiesInstead of saying “We don’t offer discounts,” try “Great news—we have flexible payment options that can make this work.” Practice proactive communication with team membersAddressing staff issues—such as poor fit or mistakes—should be done respectfully and directly, always with the goal of improvement or resolution. Plan difficult conversations in advanceThinking through your approach (or even role-playing) helps reduce friction and increase clarity when it matters most. Make every interaction a relationship-builderWhether with patients or team members, handling tough topics the right way can actually strengthen trust and loyalty. When a new patient calls, offer the appointment!A mystery shopper call revealed a missed opportunity: although the caller clearly wanted an appointment, the front desk team failed to actually schedule it. Here are some very important and easy ways to help enhance your practice and your life! 1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!! 2 - Download our special free report, "The Dirty Dozen: HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask 3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!) madow.com/calendar 4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call! madow.com/save 5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money! madow.com/gold 6 –Boost your practice with SimplyClear aligners from OrthoBrain. Skip the middlemen and work directly with US-based orthodontists for top-notch care. Make your patients smile and watch your practice thrive! madow.com/ortho 7 – Attract the perfect new patients with Simple Impact Media's expert SEO, tailored just for your dental practice. Skip the generic and get a free consultation and audi...
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    15 m
  • Treatment Options: What Do Patients Want?

    Treatment Options: What Do Patients Want?
    Apr 25 2025
    What do patients really want when it comes to treatment options? Do they want freedom OF choice or freedom FROM choice? Find out in the very important episode of The Dental Practice Fixers podcast for dentists and team members. And then of course we do our mystery shopper calls!! Don't miss it! Key Takeaways: Patients don't want lots of treatment options — they want clarity and confidence.Too many choices cause confusion and lead to patients delaying or avoiding treatment. Dentists should guide patients decisively. Freedom from choice is powerful:Patients appreciate it when you confidently recommend the best treatment, rather than overwhelming them with multiple options. Decision Paralysis is real:Offering even two or three treatment choices can lead patients to freeze up and not make any decision — just like the host struggling to buy shoes online. Be confident and direct:Look the patient in the eye and clearly say:"I know exactly what the problem is, and this is how we’re going to fix it." Offer doing nothing as an option (carefully):You can mention doing nothing as a choice, but you must clearly explain the negative consequences (things will get worse and more expensive). Simplify financial discussions:Combine clear treatment recommendations with easy-to-understand financing options to remove money as a barrier. Mystery Shopper Calls: Lessons for Front Desk Teams: Many dental front desk teams are losing new patients on the phone because: They don’t know basic fees. They don’t guide the caller to schedule an appointment. They waste time without securing the visit. Every phone call from a potential new patient must end with an enthusiastic offer to schedule the appointment — otherwise, you lose opportunities. Here are some very important and easy ways to help enhance your practice and your life! 1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!! 2 - Download our special free report, "The Dirty Dozen: HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask 3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!) madow.com/calendar 4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call! madow.com/save 5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money! madow.com/gold 6 –Boost your practice with SimplyClear aligners from OrthoBrain. Skip the middlemen and work directly with US-based orthodontists for top-notch care. Make your patients smile and watch your practice thrive! madow.com/ortho 7 – Attract the perfect new patients with Simple Impact Media's expert SEO, tailored just for your dental practice. Skip the generic and get a free consultation and audit with founder Evan Lazarus. Elevate your online presence and watch your ideal patients come in! madow.com/simpleimpactmedia 8 – Meet up with us in our private FACEBOOK group to continue the discussion: https://www.facebook.com/groups/dentalplace123
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    20 m
  • The DIRTY Secret About Dental Podcasts!

    The DIRTY Secret About Dental Podcasts!
    Apr 12 2025
    There's a dirty little secret about dental podcasts, and it's just one of the many things that Dr. Richard Madow reveals on this episode of The Dental Practice Fixers. Then we go to our mystery shopper calls and figure out the best way to answer the question "why isn't fluoride treatment covered by my insurance?" So much great stuff here - give it a listen!! Key Takeaways: Money-Saving Tips for Dentists Credit Card Processing: Switch to Stax for flat monthly fees and eliminate overage charges. Dr. Madow claims tens of thousands saved. Dental Scrap: Sell dental scrap to Southern Dental Refining for high returns due to gold prices being at an all-time high. Some practices have received up to $10,000. Handling Inherited Patients from a Retiring Dentist Avoid criticizing the previous dentist, even if their care was substandard. When asked “Why didn’t Dr. Jones tell me this?”, redirect the conversation to current findings and focus on today’s diagnosis and care plan. Use relatable language—explain like you’re speaking to a smart fifth grader (but don’t say that out loud!). Getting Your Team On Board with Change Start with the “Why” – Explain the benefits for both team and patients. Involve the Team – Ask for input before announcing changes. Start Small – Introduce changes gradually. Positive Challenge – Challenge your team in ways that make their jobs easier or more meaningful. Lead by Example – Your consistency and belief in the change will influence your team. Patient Experience Tip Don’t allow cleaning crews to begin while patients are still in chairs. It sends a message that the day is over and the patient is an afterthought. Use the restaurant analogy: no one likes to feel rushed out while they’re still eating. The “Dirty” Truth About Dental Podcast Rankings Most “Top 25” podcast lists are biased and based on mutual votes rather than actual listenership. Many so-called top dental podcasts have barely any real audience. Dental Practice Fixers ranks in the top 2.5% of all podcasts, not just dental ones—based on real download and engagement data. Mystery Shopper Calls: Lessons for Front Desk Teams Always invite the caller to schedule an appointment—especially if they ask, “Are you taking new patients?” Don’t let fluoride cost or insurance questions go unanswered or unaddressed. Instead of saying “I don’t know,” offer confident, patient-focused language like: “We recommend fluoride because it helps protect your teeth, even if it’s not covered. Let’s get you scheduled to talk about what’s best for your smile.” Never make insurance the first topic of conversation—it puts up an unnecessary barrier. Here are some very important and easy ways to help enhance your practice and your life! 1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!! 2 - Download our special free report, "The Dirty Dozen: HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask 3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!) madow.com/calendar 4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call! madow.com/save 5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money! madow.com/gold 6 –Boost your practice with SimplyClear aligners from OrthoBrain. Skip the middlemen and work directly with US-based orthodontists for top-notch care.
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    25 m
  • We DON’T Do That At OUR Office!!

    We DON’T Do That At OUR Office!!
    Mar 29 2025
    Are you turning patients off by telling them what you DON'T do instead of what you CAN do? On this episode of The Dental Practice Fixers podcast, Dr. Richard Madow shares a story that shows what NOT to do at your practice! And then we do some mystery shopper calls about clear aligners. Don't make this mistake!!! Key Takeaways: Too many dental practices reflexively say “we don’t…” when patients request something. Instead of rejecting requests, practices should reframe the conversation positively and offer options that meet patient needs. “We Don’t Serve Coffee Here” Moment:Dr. Madow shares a story from a local restaurant that refused to serve coffee, despite many customers asking for it. This sparked the core message:➤ If people keep asking for something, why aren’t you offering it? Give People What They Want: In dental practices, saying "we don't do cleanings on the first visit" or "we don't accept that insurance" may be clinically valid or policy-driven—but it turns potential patients away. Instead of hard “no’s,” offer honest alternatives or better framing. Reevaluate Office Policies: Dr. Maddow changed his own policy of "no cleanings on first visits" after realizing it cost him many new patients. Compromise where you can to balance clinical integrity and patient experience. Avoid Default Negative Language:Reframe: “We don’t have Saturday hours” → “Would weekday evenings work for you?” “We don’t take your insurance” → “We’re an unrestricted provider and happy to explain how that works.” Mystery Shopper Calls = Missed Opportunities: Many practices failed to invite the caller in—even when the caller clearly expressed interest in orthodontics. Office staff didn’t know what the practice offered or didn’t offer it confidently. Some gave vague or incorrect explanations, or simply didn’t attempt to convert the call into an appointment. Website and Phone Staff Alignment: If your website says you offer Invisalign, but your team says you don’t—or doesn’t know—you have a big credibility problem. Train your team and audit your website regularly. Always Offer Options: Even when treatment is needed, patients deserve choices—doing nothing is still technically an option. Present all choices honestly but help them see why one option is best. Energy and Enthusiasm Matter: Enthusiastic team members who confidently explain treatment options and invite patients to come in can dramatically increase conversions. Here are some very important and easy ways to help enhance your practice and your life! 1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!! 2 - Download our special free report, "The Dirty Dozen: HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask 3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!) madow.com/calendar 4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call! madow.com/save 5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money! madow.com/gold 6 –Boost your practice with SimplyClear aligners from OrthoBrain. Skip the middlemen and work directly with US-based orthodontists for top-notch care. Make your patients smile and watch your practice thrive! madow.com/ortho
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    20 m
  • Three Practice Lessons, Mystery Shopper Calls, and a Tribute!

    Three Practice Lessons, Mystery Shopper Calls, and a Tribute!
    Mar 8 2025
    On today's episode of The Dental Practice Fixers, Dr. Rich shares three quick dental practice lessons learned from everyday life, and shows how you can generate even more of these lessons in your practice and life. Then - three of our famous mystery shopper calls, and we end the whole deal with a tribute to an old friend. Great episode!! KeyTakeaways Three Dental Practice Lessons from a Simple Errand Clarity Beats Cleverness Avoid confusion in branding, communication, and patient interactions. Use straightforward, descriptive names for services (e.g., "Discount Smile Club" instead of vague names). Patients should immediately understand what your practice offers. Don't Overwhelm Patients with Information Dentists and teams often talk too much when explaining treatment, insurance, or finances. Engage patients in conversations with open-ended questions. Keep explanations simple, clear, and to the point. Avoid Disappointing Patients Always keep your word, run on time, and ensure a smooth experience. Disappointment, even in small things, erodes trust (just like an empty shelf when a sale was advertised). Make patients feel heard and valued. Mystery Shopper Calls – Common Mistakes in Phone Handling Answering Services Must Act as an Extension of the Practice Patients shouldn’t be able to tell if they’re speaking to an answering service. Train them to provide information and book appointments, not just take messages. Missed Opportunities to Book Appointments Two different staff members acknowledged that a caller might need a deep cleaning but failed to schedule an exam. They over-explained treatment details instead of guiding the caller to an appointment. A simple, confident approach like: "We treat that all the time! Let’s schedule you for an exam so the doctor can take a look." is far more effective. Lack of Engagement and Initiative Call handlers gave vague or incorrect information instead of actively leading the conversation. Instead of waiting for the caller to ask, staff should directly offer appointment times. Tribute to Dr. Bob Pick & A Life Lesson Dr. Bob Pick, a respected dental educator, recently passed away. Life lesson: Use your "guitar"—take risks, make memories, and don’t be afraid to get a little "scratched up" along the way. Just as a well-used guitar gets worn but makes beautiful music, life should be lived fully rather than cautiously. Final Thoughts Always look for lessons in everyday interactions and bring them back to your dental practice. Train staff to confidently and efficiently schedule patients. Keep communication clear, engaging, and patient-focused. Take some risks in life and dentistry—don’t keep your best "guitar" locked in a case. Here are some very important and easy ways to help enhance your practice and your life! 1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!! 2 - Download our special free report, "The Dirty Dozen: HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask 3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!) madow.com/calendar 4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call! madow.com/save 5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money! madow.com/gold 6 –Boost your practice with SimplyClear aligners fro...
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    26 m
  • Taylor Swift, The Super Bowl, and Your Dental Practice!

    Taylor Swift, The Super Bowl, and Your Dental Practice!
    Feb 14 2025
    What could the world's most successful musician and the "Big Game" have to do with your dental practice?
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    16 m
  • More New Patients and Higher Case Acceptance….By Using These?

    More New Patients and Higher Case Acceptance….By Using These?
    Feb 2 2025
    Yes - by using these two things you already have you can boost your production, new patient numbers, and more! That's what Dr. Richard Madow talks about on this episode of The Dental Practice Fixers podcast. And then, on our mystery shopper calls, one of the worst things we've ever heard happens!! Don't miss it!! Here are some very important and easy ways to help enhance your practice and your life! 1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!! 2 - Download our special free report, "The Dirty Dozen: HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask 3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!) madow.com/calendar 4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call! madow.com/save 5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money! madow.com/gold 6 –Boost your practice with SimplyClear aligners from OrthoBrain. Skip the middlemen and work directly with US-based orthodontists for top-notch care. Make your patients smile and watch your practice thrive! madow.com/ortho 7 – Attract the perfect new patients with Simple Impact Media's expert SEO, tailored just for your dental practice. Skip the generic and get a free consultation and audit with founder Evan Lazarus. Elevate your online presence and watch your ideal patients come in! madow.com/simpleimpactmedia 8 – Meet up with us in our private FACEBOOK group to continue the discussion: https://www.facebook.com/groups/dentalplace123
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    27 m
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