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!

Clinical Opportunities & Patient Communication

Financial Strategy: Credit Card Surcharging

Mindset Shift: The “Barefoot Island” Metaphor

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

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.

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

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!

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.

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.

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

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!!

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

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!!!

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.

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

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!!

Clarity Beats Cleverness

Don’t Overwhelm Patients with Information

Avoid Disappointing Patients

Answering Services Must Act as an Extension of the Practice

Missed Opportunities to Book Appointments

Lack of Engagement and Initiative

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

What could the world’s most successful musician and the “Big Game” have to do with your dental practice? Turns out, a lot!

If you want to provide an amazing patient experience and overcome your barriers to practice growth, don’t miss this episode of The Dental Practice Fixers podcast.

Dr. Madow shares a personal story about attending the Super Bowl with his late father, emphasizing that meaningful experiences create lasting memories.

Similarly, in a dental practice, the patient experience is more memorable than the dental work itself.

Swift’s popularity stems from providing exceptional fan experiences and embracing change.

She evolved from country to pop to folk-inspired music, seeking outside expertise to grow.

Dental practices must similarly adapt and seek guidance to achieve lasting success.

Focus on creating memorable patient experiences.

Be open to change and willing to seek outside help (e.g., consultants) to grow.

Dr. Madow performs two “mystery shopper” calls posing as a patient needing a root canal.

Both offices failed to effectively secure the patient, missing the opportunity to convert an inquiry into an appointment.

Key mistakes:

Scaring patients with clinical language.

Failing to emphasize comfort and positive outcomes.

Not inviting the patient in for a consultation.

Always encourage patients to come in for an exam.

Use positive, reassuring language.

Be the “quarterback” for patient care—even when referring out.

Patient Experience Seminar:  Available as a 4-hour online course: $297 for a limited time. Visit madow.com/athome for details.

Free Practice Tips Newsletter: Sign up at madow.com/tips.

Credit Card Processing Savings: Learn more at madow.com/save.

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

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

A great dental practice lesson, learned at (of all places) the optometrist’s office, is highlighted in this episode of The Dental Practice Fixers podcast for dentists and team members.

It’s a great lesson, and of course it’s followed by our mystery shopper calls!!

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

In this episode of The Dental Practice Fixers podcast for dentists and team members, Dr. Richard Madow reveals a huge mistake he made early on in his practice, and what we can all learn from it.

Then of course, we do some mystery shopper calls. Will there be a winner? Listen to find out!

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