The Dental Practice Fixers Podcast Featuring Secret Shopper Calls to Dental Offices Podcast Por Dr. Richard Madow arte de portada

The Dental Practice Fixers Podcast Featuring Secret Shopper Calls to Dental Offices

The Dental Practice Fixers Podcast Featuring Secret Shopper Calls to Dental Offices

De: Dr. Richard Madow
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 The only dental podcast that features live mystery shopper calls to dental practices, The Dental Practice Fixers is the podcast for dentists and team members who want to provide a better patient experience, improve their customer service skills, book more new patients, increase treatment acceptance, and enjoy dentistry more! On each episode Dr. Richard Madow provides easy-to-implement practice growth strategies, and then calls actual dental offices posing as a potential new patient. The results are sometimes shocking, often hilarious, and always a great learning opportunity. You can reach Dr. Rich at his personal email address: rich@madow.com2022 by The Madow Center for Dental Practice Success Economía Gestión Gestión y Liderazgo Marketing Marketing y Ventas
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
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