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

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

By Dr. Richard MadowBusinessMarketingManagement
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The Dental Practice Fixers Podcast Featuring Secret Shopper Calls to Dental Offices episodes

  • Three Practice Lessons, Mystery Shopper Calls, and a Tribute!

    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!!

    KeyTakeaways
    Three Dental Practice Lessons from a Simple Errand

    1. Clarity Beats Cleverness

      • Avoid confusion in branding, communication, and patient interactions.
      • Use straightforward, descriptive names for services (e.g., “Discount Smile Club” instead of vague names).
      • Patients should immediately understand what your practice offers.

      • Don’t Overwhelm Patients with Information

        • Dentists and teams often talk too much when explaining treatment, insurance, or finances.
        • Engage patients in conversations with open-ended questions.
        • Keep explanations simple, clear, and to the point.

        • Avoid Disappointing Patients

          • Always keep your word, run on time, and ensure a smooth experience.
          • Disappointment, even in small things, erodes trust (just like an empty shelf when a sale was advertised).
          • Make patients feel heard and valued.
            • Mystery Shopper Calls – Common Mistakes in Phone Handling

            1. Answering Services Must Act as an Extension of the Practice

              • Patients shouldn’t be able to tell if they’re speaking to an answering service.
              • Train them to provide information and book appointments, not just take messages.

              • Missed Opportunities to Book Appointments

                • Two different staff members acknowledged that a caller might need a deep cleaning but failed to schedule an exam.
                • They over-explained treatment details instead of guiding the caller to an appointment.
                • A simple, confident approach like: “We treat that all the time! Let’s schedule you for an exam so the doctor can take a look.” is far more effective.

                • Lack of Engagement and Initiative

                  • Call handlers gave vague or incorrect information instead of actively leading the conversation.
                  • Instead of waiting for the caller to ask, staff should directly offer appointment times.
                    • Tribute to Dr. Bob Pick & A Life Lesson
                    • Dr. Bob Pick, a respected dental educator, recently passed away.
                    • Life lesson: Use your “guitar”—take risks, make memories, and don’t be afraid to get a little “scratched up” along the way.
                    • Just as a well-used guitar gets worn but makes beautiful music, life should be lived fully rather than cautiously.
                      • Final Thoughts
                      • Always look for lessons in everyday interactions and bring them back to your dental practice.
                      • Train staff to confidently and efficiently schedule patients.
                      • Keep communication clear, engaging, and patient-focused.
                      • Take some risks in life and dentistry—don’t keep your best “guitar” locked in a case.
                        • 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

                        27 min
                      • Taylor Swift, The Super Bowl, and Your Dental Practice!

                        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.

                        Key Takeaways
                        Embrace the power of experiences and adaptability to create a thriving dental practice.
                        1. Experiences Matter More Than Material Goods:

                          2. 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.

                          1. Taylor Swift’s Success Blueprint:

                            2. 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.

                            1. Lessons for Dental Practices:

                              2. Focus on creating memorable patient experiences.

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

                              1. Secret Shopper Calls:

                                2. 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.

                                1. Actionable Tips for Dental Teams:

                                  2. Always encourage patients to come in for an exam.

                                  Use positive, reassuring language.

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

                                  Mentions

                                  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.

                                   

                                  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

                                  17 min
                                2. More New Patients and Higher Case Acceptance….By Using These?

                                  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

                                  27 min
                                3. Number One or Number Two?

                                  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

                                  21 min
                                4. A HUGE Mistake I Made In My Practice!

                                  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

                                  20 min
                                5. Special Year-End Episode: Ten Things To Do Every Morning!

                                  In this special year-end episode of The Dental Practice Fixers Podcast featuring mystery shopper calls, Dr. Rich shares ten things he does every morning – and if you do them too your day will be off to a great start!

                                  And of course we end with some mystery shopper calls, including one of the strangest ones ever!

                                  On this episode of The Dental Practice Fixers podcast for dentists and dental teams, featuring secret shopper calls, you learn what to say, how to say it, and what NOT to say!!

                                  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

                                  25 min
                                6. Say This, Not That!

                                  Sometimes in the dental office we say things that could have been said so much better!! So why turn off patients by saying the wrong thing?

                                  On this episode of The Dental Practice Fixers podcast for dentists and dental teams, featuring secret shopper calls, you learn what to say, how to say it, and what NOT to say!!

                                  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

                                  24 min
                                7. Special Podcast Episode: Ten Things To Do Now For A Great 2025!

                                  Are you ready to make 2025 your best year ever? In the very special episode of The Dental Practice Fixers podcast for dentists and team members, Dr. Richard Madow shares ten things you can do right now to make your 2025 totally amazing!

                                  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

                                  59 min
                                8. “Is Your Practice Sideways + Is SEO Worth It?”

                                  We cover two topics plus more on this episode of The Dental Practice Fixers! First – is your practice “Sideways?” What does that even mean? And is SEO worth it for your dental practice?  Listen to find out.

                                  Then, during our famous mystery shopper calls, we put a new twist on the value of SEO. Dentists and dental team members, listen to find out the answers!

                                   

                                  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

                                  23 min
                                9. Don’t Sell Dentistry – Do This Instead!

                                  There’s a way to get your patients excited about the dental treatment they need, and it doesn’t involve selling. Find out just what it is on this episode of The Dental Practice Fixers podcast for dentists and team members.

                                  Then, on our mystery shopper calls, something happened that hasn’t happened in months! You gotta hear 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

                                  26 min

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

                                From the publisher's feed

                                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…