https://www.youtube.com/watch?v=HJxNygKrOXo

Carrie Webber:

Hello everyone. And welcome to another episode of the Jameson files. I'm Carrie Webber with Jameson and I'm your host. And I'm so grateful to those of you that are joining us live on Facebook, but also to those of you that continue to be a part of our Jameson files community and follow along through our podcast channels, YouTube, and even the Jameson website. I am so thrilled on this frigid February day to be joined by the one and only Dr. Richard Madow. And for those of you that, if for some reason you don't know who Dr. Madow is Dr. Madow and his brother, Dr. David Madow have founded the Madow center for dental practice success, where they continue a lifelong purpose in pursuit of helping fellow dentists in our profession, fulfill their careers to the best of their abilities. for those that work for me. 

So, my greatest memories of the Madow brothers is through their 25 year run of the best seminar ever, a KCBSC. and through that great memories have happened for many, many dental professionals, and they are continuing their pursuit of continuing education and helping to support dentists through Dr. Madow's articles webinars, and through his support in the work they do that you can find on Madow.com. but today I have him for us on the Jameson files as a very special guest. So Dr. Madow, thank you so much for being with me today,

Dr. Richard Madow:

Carrie, it is absolutely my pleasure to be here. I'm really excited. I've known Kathy and John for decades. They've always been just the most upbeat, kindest, most ethical, most meaningful people, you know, in dentistry, they're all kinds of crazy people in dentistry, of course. And, I've just always been, you know, always had the greatest respect for them. Always been so much fun to be around them. And you and Jess have done an amazing job of taking Jameson management into the future for the next generation. you know, staying relevant, all these other great things that many businesses aren't able to pull off. So congratulations on the fantastic job you've done.

Carrie Webber:

Thank you. And, you know, before we get into content and education, I do have to make a nod to the instruments in Dr. Madow's background. and just say, as a fellow musician, it's going to be all we can do to just not turn this thing upside down and start singing songs and naming off bands and music, history and trivia. So from one musician to another... much respect for you and your brother and all the work that you do and continue to do for our profession. we're honored to, to know you and to be able to have this time together, and many hopes for great success and continuing work in the future.

Carrie Webber:

You know, and if you give me about a week, I might be able to bang out a song on a piano, but then, you know, I've seen your stuff on social media. You have me be on the instrumentation without a doubt.

Dr. Richard Madow:

Well, yeah, but it's all about the Sidney and it's, I have great memories of Kathy belting out this song, Oklahoma, from the great play on stage at TBC. I think it was after she had finished an incredible lecture was about to get a standing ovation. And she said, I just want to let everybody know where I'm from. And then boom took it to the next level. That was great,

Carrie Webber:

Which was the perfect platform to do it. You and, and Dr. David were notorious for some really great musical numbers and bits during that. And you continue that now I've seen some of your great stuff that you're putting out on Facebook. So it's fun. I love that about you guys. I love that.

Dr. Richard Madow:

All right. So I guess we better start talking about dentistry a little bit, huh? Yeah,

Carrie Webber:

I know. I know. Sorry, everybody. You've just got to hang with us. We have a lot of shared interests, like music and dentistry. You don't see a lot of that. A lot of those common, common denominators, but for today, you know, something that you speak on and speak to quite frequently is from more than likely, I would assume your experience in all the conversations and work you've done with dentists over the years, but in addition to your, probably your own lessons learned over time, and we're going to talk about the dumb things that smart dentists do. and I love this. I love some of the things that you're going to share. And I want to give you some room to speak to this and chime in. If I, I have some feelings about several of these things that I think we're in agreement on. but let's talk about this from your experience and what you've learned over time, Dr. Rich, what are some of these things that you see happen time and time again, that our, that our dental friends are doing?

Dr. Richard Madow:

Yeah. You know, it's funny, I've learned so many of these things or learn how to avoid so many of these things, both in meeting so many great dentists and team members, you know, over 30 or so years, but also remember I haven't done this as well, and I had my own practice. And, I actually, after my residency in some horrible associate's ships bought a bankrupt practice. So I was not only at zero. I was below zero when I started. And, you know, it took me a while to learn many things the hard way. So I did so many of these stump things. And, you know, during the pandemic, we've all had to change the way that we teach. And, you know, I, I was doing webinars instead of live lectures, as I'm sure you are as well. And I'm thinking I need to do a new webinar, freshen things up a little bit.

Dr. Richard Madow:

So I started making these lists of things and I wasn't sure what to call the webinar. And since we're talking about music, I had our local Baltimore college radio station playing kind of blasting as I'm putting this list together. And they played the song from the late eighties called I've done all the dumb things. And I love this song. It never was by an Australian artist called Paul Kelly, never really that huge of a hit in the U.S. I'm putting this list together in the background hearing, I've done all the dumb things. I'm thinking, wow, these are all dumb things that I've done. I've done them all. So why not call this this new course we're putting together dumb things that smart dentists do. And I start, everybody can read it, you know, that would resonate with everyone cause we've all done them. So let's talk about the first dumb thing. How's that sound?

Carrie Webber:

Yes. Yes. Let's do it. I love this already. I love this.

Dr. Richard Madow:

You and your group have been consulting with dentists for many, many years. So I'm sure you know, this just like we do so many times when dentists are looking for help with their practice, they come to you or they come to us and they say, we need more new patients. You know, it's still like a mantra, like a drug. We need more new patients. We need more new patients. The addiction. If only we had more new patients, everything will be great in our practices and great in our lives. That's the fix that we need. And then of course, as you know, when you start taking a little deeper dive into it and you visit their practice, or you look into their software, do an analysis of their data, you see that sure, new patients are great, but you've got hundreds or thousands of patients who have already been through your doors, already took the effort to pick up the phone and call your office and make the appointment and come in, and they know where you are and they think you're great. But for some reason, they've just kind of fallen into this black hole of patients who have been in, but they don't have an appointment. They're not active anymore, but they probably haven't found a new dentist. They probably haven't died. You know, when the time comes, they're going to come to you, but wouldn't it be so much better. We could reactivate them and bring them back into our practice and put them on our schedule. Instead of always thinking about what are some ways where we can get more new patients. Haven't you seen that?

Carrie Webber:

Oh yes. And you know, to piggyback on that because I actually am. I love number one because something, I was actually just saying this the other day in another way that we focus so much, even on customer service on the new patient experience that we start to take our long-term patients a little bit for granted that any efforts you're putting in your practice need to go across the board for everyone, your patients that have been with you for 15 years also have they have the choice to go somewhere else. And some often do when they start to feel like you're not making them the priority. And just like you said, Dr. Rich in terms of there is so much you, something that I learned from my parents is that there's so much dentistry in your patients of record waiting to be done, that you more than likely could never complete it in the coming years. And so often we put all of our focus and I'm a huge proponent for external marketing when a practice is ready, because if you have the right systems in place and you're doing the right things, then you can support new patients while also getting the best possible result for your existing patients. So that they're not falling through the bottom as you're trying to fill it in through the top. So I couldn't agree more with you,

Dr. Richard Madow:

You know, it's funny, we have a term for what you said about all the treatment. This was waiting to be done. We call it the million dollar file cabinet. And even though we don't use file cabinets anymore, it's all in our little computers. But you know, think about the old days when we walk into a dentist's office and kind of like the way you would judge if this was successful office was if they had a humongous wall full of charts, but you know, that could, I could look impressive,