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

Have you ever wondered how someone ends up as a dental podcaster, speaker, writer, author, coach, and key opinion leader? Well… a lot of people have been asking me that lately. So on this very special episode of The Dental Practice Fixers, I’m pulling back the curtain and sharing the path I took — the good, the bad, and the unexpectedly amazing.

You’ll hear some wild stories (yes, including the associate one!), the turning points that changed everything, and a few lessons that might just help you carve out your own path to impact and influence in dentistry.

Shared experience matters: Dentists and team members “in the trenches” understand the realities—insurance battles, difficult patients, scheduling chaos—in a way outsiders can’t. That perspective gives credibility in coaching and consulting.

Failure teaches faster than success: Two failed associateships (cheap bosses, unfair treatment, even being locked out) turned into powerful lessons about integrity, leadership, and how not to run a practice.

Networking works: Simply knocking on doors, meeting other dentists, and learning from them proved invaluable. The friendliest, most open dentists often turned out to be the most successful.

Spotting opportunities: Something as simple as a collections form (“the magic form”) turned into a national product line because they solved a real problem every dentist faced.

Content creates credibility: Writing articles, launching newsletters, and speaking at study clubs turned into authority-building activities that expanded influence.

Entertainment + education wins: Turning seminars into high-energy, rock-concert-like events (TBSE – The Best Seminar Ever) made learning engaging and memorable, proving dentistry doesn’t have to be boring.

Respect patients and staff: Cheap shortcuts (like using sewing thread as sutures!) damage trust and morale. Invest in quality care and team support.

Cash flow is king: Collections systems, financial clarity, and proactive billing strategies are essential for sustainability.

Think like an entrepreneur: Dentists aren’t just clinicians—they are business owners. Side ventures, product development, and creative marketing can open surprising doors.

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

Some things are better left unsaid — especially in the dental chair. In this episode, Dr. Rich runs through 20 real-life phrases actually heard in dental offices (yes, even his), from “Your insurance sucks” to the dreaded “OH SH*T!” You’ll laugh, you’ll cringe, and you’ll probably recognize a few. More importantly, you’ll learn why certain words instantly erode trust and how to replace them with language that reassures, educates, and keeps patients coming back.

Ban the “C” Word – Don’t tell patients “we always get cancellations.” It makes it sound okay to cancel.

See New Patients Fast – Aim to book new patients within 48 hours to keep momentum and reduce no-shows.

Avoid Awkward Greetings – If unsure if they’re a current patient, say “Great to see you” and ask when their last visit was.

Don’t Say “You’re Wrong” – Use softer language like, “Here’s what I see today.”

Skip the “It’s Our Policy” Excuse – Give patient-focused reasons, not rigid policy statements.

Lose the Dental Jargon – Explain in plain language they can easily understand.

Don’t Trash Other Dentists – Focus on the present, not what may have gone wrong before.

Never Downplay Cost – Don’t say “it’s not a lot of money.” Instead, explain the value.

Avoid Belittling – Comments like “stop screeching” kill trust instantly.

No “Tough It Out” on Pain – Ensure patients are fully numb and comfortable before treatment.

Handle Staff Departures Gracefully – Use a neutral explanation when a team member leaves.

Don’t Slam Their Insurance – Explain dental insurance as a discount, not a judgment.

Don’t Make Them Wait – Respect time; aim for “We’re ready for you” instead of “Have a seat.”

Don’t Blame Other Patients for Delays – Just apologize and move forward.

Avoid Politics – Talk about personal but non-divisive topics instead.

Don’t Let Insurance Dictate Treatment – Recommend what’s best for the patient, then discuss coverage.

Frame Availability Positively – Say what you can do, not what you can’t.

Stay Patient With Questions – Avoid sounding frustrated; explain clearly in layman’s terms.

Don’t Judge Personal Choices – Clothing, tattoos, or lifestyle aren’t your business unless they affect health.

Never Show Alarm in the Chair – No “oops” or curse words mid-procedure.

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

Confused patients don’t say yes — they say “I’ll think about it.” Dr. Rich breaks down how weird drug commercials (yep, that one) reveal the secret to gaining trust, boosting case acceptance, and making your whole team sound like pros. Also: Is your website quietly scaring patients away?

Clarity Wins Every Time: Patients don’t want choices—they want confidence.

Explain Financials Like a Pro:  No money talk = no-shows.

Banish the Wanderer: No patient should ever wander your office like a lost tourist.

Tell Them What’s Next (And Why): Don’t let patients walk out clueless about their next visit.

Prep Before You Poke: Let patients know what they’ll feel, hear, or experience before you do it.

Give the Team a Script: Confidence should be contagious.

Follow Up or Fall Flat: A quick post-treatment call, text, or video = magic.

Use Analogies That Stick: “Dental insurance is like a coupon.”

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, Dr. Richard Madow shares three simple but powerful questions that can transform your patient relationships—and your entire practice. Whether you’re a seasoned dentist or just starting out, these questions will help you build deeper connections, uncover hidden treatment opportunities, and create an experience your patients won’t forget. Plus, hear why one playful, slightly snarky question might be your best rapport-builder yet. You’ll never look at a new patient exam the same way again.

Encourage patients to share their smile goals

Avoid closed-ended questions like “Would you like whiter teeth?” — these shut down conversation.

Instead, ask: “If you could do anything to change your smile, no matter how small, what would it be?”

This empowers patients to share small or big concerns and can uncover opportunities for elective or cosmetic treatments they might otherwise keep to themselves.

Prioritize comfort at every step

Frequently ask: “Is there anything we can do to make you more comfortable?” — before, during, and after treatment.

This question shows genuine care, helps differentiate your practice, and often leads to immediate actionable feedback (e.g., room temperature, music choice, position adjustments).

Strengthen practice culture and loyalty

By truly listening and showing interest in patients’ lives, dentists can create a more positive, human-centered environment.

This approach can help shift patients from seeing themselves as “just another appointment” to feeling part of a community.

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, Dr. Rich shares a memorable and cringe-worthy moment from his early days as an associate — and the powerful lesson it taught him about leadership, language, and team morale. You’ll hear simple, real-world examples of how the words we use every day shape our practice culture, build (or break) patient trust, and influence how our team members feel.

Stick around to the end for some brand new mystery shopper calls — you’ll hear exactly how real dental offices are doing when it comes to first impressions. (Spoiler: Words matter there, too.)

In a dental practice, the right clinical skills are essential—but so is communication. Sometimes it’s not what you say, but how you say it that makes all the difference. This week’s podcast, “Little Words, Big Difference,” explores how small tweaks in everyday language can lead to stronger patient relationships, better treatment acceptance, and a more confident team.

Here are the big lessons from those little words:

Small Word Choices Have a Big Impact: Saying “I recommend a crown” instead of “You might want a crown” changes everything. The first statement shows leadership. The second leaves room for doubt. Patients are more likely to follow through when your language reflects clarity and confidence.

Confidence Is Contagious: If you sound unsure, your patient will feel unsure. Swap out phrases like “you could” or “maybe consider” for confident language like “I recommend” or “what’s best for your tooth is…”

Framing Shapes Understanding: Patients don’t always know what’s best for their dental health—that’s why they’re coming to you. When treatment is presented with certainty and purpose, they’re far more likely to understand the urgency and say yes.

Beware of Weak Language: Words like “just,” “might,” and “possibly” undermine your authority. For example: “It’s just a small cavity” vs. “We caught this cavity early—let’s take care of it before it worsens.”

Patients Want a Guide, Not a Guess: Dentists and teams aren’t expected to be pushy—but they are expected to lead. Patients want expertise. They want to be told clearly what they need, why it matters, and what to do next.

Everyone’s Words Matter: This isn’t just about the doctor. Every member of your team plays a role in building patient trust. Whether it’s the front desk, assistant, or hygienist—consistent, confident communication matters at every level.

Practice Makes Powerful: If this feels unnatural at first, that’s okay. Role-playing treatment conversations and scripting key phrases can help your whole team build the habit of strong, effective communication.

Great dental practices don’t just deliver great care—they communicate it clearly. Pay attention to the little words. They may be the difference between “thinking about it” and “let’s schedule that today.”

Want to help your team become stronger communicators? Let’s talk. We specialize in dental coaching that builds confident teams, clearer messaging, and practices that thrive.

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 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