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!

Difficult conversations can be handled with finesse
A 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 problems
In 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 itself
How 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 fees
Dr. 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 language
Replace 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 apologies
Instead 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 members
Addressing 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 advance
Thinking through your approach (or even role-playing) helps reduce friction and increase clarity when it matters most.

Make every interaction a relationship-builder
Whether 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.

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