March 08, 2025

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

26 minutes

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

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

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

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By Dr. Richard Madow

4.9

5555 ratings