by Dr. Richard Madow
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 experience, improve their customer service skills, book more new patients, increase treatment acceptance, and enjoy dentistry more! On each episode Dr. Richard Madow provides easy-to-implement practice growth strategies, and then calls actual dental offices posing as a potential new patient. The results are sometimes shocking, often hilarious, and always a great learning opportunity. You can reach Dr. Rich at his personal email address: [email protected]
Language
🇺🇲
Publishing Since
7/11/2020
Email Addresses
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Phone Numbers
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April 12, 2025
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.<br /> <br /> 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!!<br /> Key Takeaways:<br /> Money-Saving Tips for Dentists<br /> <br /> * Credit Card Processing: Switch to Stax for flat monthly fees and eliminate overage charges. Dr. Madow claims tens of thousands saved.<br /> * Dental Scrap: Sell dental scrap to Southern Dental Refining for high returns due to gold prices being at an all-time high. Some practices have received up to $10,000.<br /> <br /> Handling Inherited Patients from a Retiring Dentist<br /> <br /> * Avoid criticizing the previous dentist, even if their care was substandard.<br /> * When asked “Why didn’t Dr. Jones tell me this?”, redirect the conversation to current findings and focus on today’s diagnosis and care plan.<br /> * Use relatable language—explain like you’re speaking to a smart fifth grader (but don’t say that out loud!).<br /> <br /> Getting Your Team On Board with Change<br /> <br /> * Start with the “Why” – Explain the benefits for both team and patients.<br /> * Involve the Team – Ask for input before announcing changes.<br /> * Start Small – Introduce changes gradually.<br /> * Positive Challenge – Challenge your team in ways that make their jobs easier or more meaningful.<br /> * Lead by Example – Your consistency and belief in the change will influence your team.<br /> <br /> Patient Experience Tip<br /> <br /> * Don’t allow cleaning crews to begin while patients are still in chairs. It sends a message that the day is over and the patient is an afterthought.<br /> * Use the restaurant analogy: no one likes to feel rushed out while they’re still eating.<br /> <br /> The “Dirty” Truth About Dental Podcast Rankings<br /> <br /> * Most “Top 25” podcast lists are biased and based on mutual votes rather than actual listenership.<br /> * Many so-called top dental podcasts have barely any real audience.<br /> * Dental Practice Fixers ranks in the top 2.5% of all podcasts, not just dental ones—based on real download and engagement data.<br /> <br /> Mystery Shopper Calls: Lessons for Front Desk Teams<br /> <br /> * Always invite the caller to schedule an appointment—especially if they ask, “Are you taking new patients?”<br /> * Don’t let fluoride cost or insurance questions go unanswered or unaddressed.<br /> * Instead of saying “I don’t know,” offer confident, patient-focused language like: “We recommend fluoride because it helps protect your teeth, even if it’s not covered. Let’s get you scheduled to talk about what’s best for your smile.”<br /> * Never make insurance the first topic of conversation—it puts up an unnecessary barrier.<br /> <br /> Here are some very important and easy ways to help enhance your practice and your life!<br /> 1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! <a href="https://qs103.infusionsoft.app/app/form/newsletteroptin">madow.com/newsletter</a><br /> <br /> When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!<br /> <br /> 2 - Download our special free report, "The Dirty Dozen: HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" <a href="https://qs103.infusionsoft.app/app/form/dirty-dozen?cookieSearchStarted=true&cookieUUID=54cd16e8-e225-4625-9b32-249ddea0ab22">madow.com/ask</a><br /> <br /> 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!) <a href="https://calendly.com/rich-103/chat-with-dr-rich-madow?
March 29, 2025
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!<br /> And then we do some mystery shopper calls about clear aligners. Don't make this mistake!!!<br /> <br /> <br /> <br /> <br /> <br /> Key Takeaways:<br /> 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.<br /> <br /> <br /> “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?<br /> <br /> <br /> Give People What They Want:<br /> <br /> <br /> <br /> 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.<br /> <br /> <br /> Instead of hard “no’s,” offer honest alternatives or better framing.<br /> <br /> <br /> <br /> <br /> Reevaluate Office Policies:<br /> <br /> <br /> <br /> Dr. Maddow changed his own policy of "no cleanings on first visits" after realizing it cost him many new patients.<br /> <br /> <br /> Compromise where you can to balance clinical integrity and patient experience.<br /> <br /> <br /> <br /> <br /> Avoid Default Negative Language:Reframe:<br /> <br /> <br /> <br /> “We don’t have Saturday hours” → “Would weekday evenings work for you?”<br /> <br /> <br /> “We don’t take your insurance” → “We’re an unrestricted provider and happy to explain how that works.”<br /> <br /> <br /> <br /> <br /> Mystery Shopper Calls = Missed Opportunities:<br /> <br /> <br /> <br /> Many practices failed to invite the caller in—even when the caller clearly expressed interest in orthodontics.<br /> <br /> <br /> Office staff didn’t know what the practice offered or didn’t offer it confidently.<br /> <br /> <br /> Some gave vague or incorrect explanations, or simply didn’t attempt to convert the call into an appointment.<br /> <br /> <br /> <br /> <br /> Website and Phone Staff Alignment:<br /> <br /> <br /> <br /> If your website says you offer Invisalign, but your team says you don’t—or doesn’t know—you have a big credibility problem.<br /> <br /> <br /> Train your team and audit your website regularly.<br /> <br /> <br /> <br /> <br /> Always Offer Options:<br /> <br /> <br /> <br /> Even when treatment is needed, patients deserve choices—doing nothing is still technically an option.<br /> <br /> <br /> Present all choices honestly but help them see why one option is best.<br /> <br /> <br /> <br /> <br /> Energy and Enthusiasm Matter:<br /> <br /> <br /> <br /> Enthusiastic team members who confidently explain treatment options and invite patients to come in can dramatically increase conversions.<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> Here are some very important and easy ways to help enhance your practice and your life!<br /> 1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! <a href="https://qs103.infusionsoft.app/app/form/newsletteroptin">madow.com/newsletter</a><br /> <br /> When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!<br /> <br /> 2 - Download our special free report, "The Dirty Dozen: HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" <a href="https://qs103.infusionsoft.app/app/form/dirty-dozen?cookieSearchStarted=true&cookieUUID=54cd16e8-e225-4625-9b32-249ddea0a...
March 8, 2025
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.<br /> <br /> Then - three of our famous mystery shopper calls, and we end the whole deal with a tribute to an old friend. Great episode!!<br /> KeyTakeaways<br /> Three Dental Practice Lessons from a Simple Errand<br /> <br /> <br /> Clarity Beats Cleverness<br /> <br /> <br /> Avoid confusion in branding, communication, and patient interactions.<br /> Use straightforward, descriptive names for services (e.g., "Discount Smile Club" instead of vague names).<br /> Patients should immediately understand what your practice offers.<br /> <br /> <br /> <br /> Don't Overwhelm Patients with Information<br /> <br /> <br /> Dentists and teams often talk too much when explaining treatment, insurance, or finances.<br /> Engage patients in conversations with open-ended questions.<br /> Keep explanations simple, clear, and to the point.<br /> <br /> <br /> <br /> Avoid Disappointing Patients<br /> <br /> <br /> Always keep your word, run on time, and ensure a smooth experience.<br /> Disappointment, even in small things, erodes trust (just like an empty shelf when a sale was advertised).<br /> Make patients feel heard and valued.<br /> <br /> <br /> <br /> Mystery Shopper Calls – Common Mistakes in Phone Handling<br /> <br /> <br /> Answering Services Must Act as an Extension of the Practice<br /> <br /> <br /> Patients shouldn’t be able to tell if they’re speaking to an answering service.<br /> Train them to provide information and book appointments, not just take messages.<br /> <br /> <br /> <br /> Missed Opportunities to Book Appointments<br /> <br /> <br /> Two different staff members acknowledged that a caller might need a deep cleaning but failed to schedule an exam.<br /> They over-explained treatment details instead of guiding the caller to an appointment.<br /> 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.<br /> <br /> <br /> <br /> Lack of Engagement and Initiative<br /> <br /> <br /> Call handlers gave vague or incorrect information instead of actively leading the conversation.<br /> Instead of waiting for the caller to ask, staff should directly offer appointment times.<br /> <br /> <br /> <br /> Tribute to Dr. Bob Pick & A Life Lesson<br /> <br /> Dr. Bob Pick, a respected dental educator, recently passed away.<br /> Life lesson: Use your "guitar"—take risks, make memories, and don’t be afraid to get a little "scratched up" along the way.<br /> Just as a well-used guitar gets worn but makes beautiful music, life should be lived fully rather than cautiously.<br /> <br /> Final Thoughts<br /> <br /> Always look for lessons in everyday interactions and bring them back to your dental practice.<br /> Train staff to confidently and efficiently schedule patients.<br /> Keep communication clear, engaging, and patient-focused.<br /> Take some risks in life and dentistry—don’t keep your best "guitar" locked in a case.<br /> <br /> Here are some very important and easy ways to help enhance your practice and your life!<br /> 1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! <a href="https://qs103.infusionsoft.app/app/form/newsletteroptin">madow.com/newsletter</a><br /> <br /> When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!<br /> <br /> 2 - Download our special free report, "The Dirty Dozen: HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" <a href="https://qs103.infusionsoft.app/app/form/dirty-dozen?
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