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

The Key to Presenting Treatment? A newly minted dentist writes in with a great question: How do I answer a patient when they ask me how much experience I have in a procedure – when I don’t have any? Do you need the answer to the key to presenting treatment as well?  This leads to a discussion of the two key things every dentist needs when presenting treatment. Master these and you will be on your way! Then on our secret shopper calls we ask a simple question - “How much is a crown?” Unfortunately, this simple question leads to some pretty crazy answers!! Please listen so you don’t make the same mistakes in your practice! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! [nectar_btn size="large" open_new_tab="true" button_style="regular" button_color_2="Accent-Color" icon_family="none" text="GET A FREE DENTAL PRACTICE SNAPSHOT" url="https://qs103.infusionsoft.app/app/form/analysis"] Highlights of "The Key to Presenting Treatment?" 0:11 - Dr. Richard Madow opens up the Dental Practice Fixers Podcast by welcoming everyone.  Have you ever had the question:  Have you ever done this before?  Dr. Madow will get into the details about how to answer this important question and share his insights on the key to presenting treatment. 1:32 - Where ever you are listening or watching don't forget to subscribe and leave your comments.  We would love to hear from you! Email us at info@madow.com 1:45 - Here at The Madow Center - We LOVE to save money and we know you will to with FattMerchant.  Try it out and see the difference.  Click here to SAVE TODAY! 2:52 - Rich talks about the webinar "The Dirty Dozen: How to Answer the Twelve Most Difficult Questions Patients Ask!" and a listener question. 4:24 - One question was how to find the Facebook group page >>> Click here to join the FB Group 5:05 - Second question from this dentist is "Have you done this treatment before?" or "How should I be presenting treatment when I am a new dentist?"  Check out how Dr. Madow answers this listener's question and how it can help your dental practice.  Don't use the used car sales person tactic! 12:13 - Rich makes his first secret shopper call. Simple question is asked: How much is a crown? 13:00 - This caller really had confidence but listen to some things that Dr. Madow didn't like on the call. 14:27 - Rich makes the second secret shopper call. 18:15 - This caller was very detailed in trying to give an accurate quote to Rich.  This caller asked Rich if he was calling as a random quote.  This caller did mention that the doctor would need to access his tooth to determine more about the crown and what would be needed, but did she make the appointment?  Check it out and see for yourself. 20:40 - Rich makes the third secret shopper call. 21:25 - This caller tells Rich that an examination would be needed to truly give an accurate quote on a new crown.  How does she handle his question and does she set the appointment?  Check it out. 23:05 - What to find out what is going on in your dental practice check out madow.com/snapshot.  Free deep dive into your data.

New Patient Telephone Flow Chart In 99% of our mystery shopper calls, things don’t end up very well. Well – don't worry – in this week’s episode we present a new patient telephone flow chart guaranteed to get potential new patients off the phone and into the appointment book. It’s called “The ALASKA System” and you can’t afford to miss it!  Then, you guessed it, we do some secret shopper calls and everything goes horribly wrong! One thing’s for sure – you'll learn a lot when you listen, so don’t miss it! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! [nectar_btn size="large" open_new_tab="true" button_style="regular" button_color_2="Accent-Color" icon_family="none" text="GET A FREE DENTAL PRACTICE SNAPSHOT" url="https://qs103.infusionsoft.app/app/form/analysis"]     Highlights of "New Patient Telephone Flow Chart" 0:18 - Dr. Richard Madow opens up the podcast by saying how wonderful it would be to have a telephone flow chart to answer any kind of question that comes up in your dental practice. 1:25 - Want to save money for your dental practice?  Switch to FattMerchant for all your credit card transactions and save tons of money.  Check out madow.com/save 2:53 - Rich talks about the last 75 episodes of the Dental Practice Fixers Podcast but never talked about a flow chart for making telephone calls.  On this episode Rich will talk about the flow chart to use for just about any phone call.  Have you hear about the ALASKA flow chart?  Check it out.  Rich goes into all the details for "The ALASKA System". Here is a break down: A - Answer | L - Listen | A - Analyze | S - Solve | K - Kindness | A - Action/Appointment 16:06 - Rich suggests to use this in your next dental meeting and go over it as a team.  Most patients are running out the door.  Use this system to stop that from happening. 16:58 - Rich talks about the Dental Practice Snapshot to learn more about your dental office.  Learn what is working and what is not.  Check out madow.com/snapshot. 18:01 - Rich makes the first secret shopper phone call. The question is "Do you do tooth whitening?" 19:01 - Dr. Madow talks about what happens and what she really didn't do well.  Did she even ask who he was? Check it out. 20:00 - Rich makes the second secret shopper call. 23:29 - This caller was over 3 minutes on explaining all the details but didn't want to schedule him in.  Way too detailed!  Listen to what Dr. Madow had to say about this caller. 24:51 - Rich makes the third secret shopper call. 25:50 - This caller almost had Rich scheduled but only asked the yes or no question.  The fee wasn't necessary to share.  This caller was better than the other two.  Grade: C+ 26:53 - Everyone on the team should know how to make these calls and how to use "The ALASKA System" for the telephone flow chart.  Rich thanks everyone for listening to the Dental Practice Fixers Podcast.  Don't forget to subscribe!  

[heading] The Core of the Problem [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] In this week’s episode we do some secret shopper calls that lead to “The Core of The Problem.” Yes – there are so many different questions that patients (or potential patients) ask on the phone, but they are basically saying the same important thing. The problem is that 99.9% of the time these calls are mishandled, resulting in something very bad for the practice. Listen and find out what it is! Plus we read a very interesting listener email. Don’t miss it! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! [nectar_btn size="large" open_new_tab="true" button_style="regular" button_color_2="Accent-Color" icon_family="none" text="GET A FREE DENTAL PRACTICE SNAPSHOT" url="https://qs103.infusionsoft.app/app/form/analysis"] [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from "The Core of The Problem" 0:09 - Dr. Richard Madow opens up the Dental Practice Fixers Podcast and lets us know that today's podcast is the 75th episode!  Rich "thanks" everyone for listening. 0:56 - Rich shares his thoughts on this year's Thanksgiving and how it was much different for most Americans. 2:03 - Dr. Madow asks listeners to continue to follow and also to subscribe to the Dental Practice Fixers Podcast.  The Madow Center is always looking for new subscribers to grow.  So please share and subscribe! Subscribe: Apple Podcasts | Google Podcasts | Spotify | Stitcher | TuneIn | RSS 2:35 - Rich asks all to save by using FattMerchant.  Save today! 3:42 - Dr. Madow has received a ton of emails these last few weeks.  He shares some of those emails.  If you would like to make a comment, send it to info@madow.com 6:34 - Rich shares his thoughts from Dr. Ira Biderman's email.  Rich shares his experience from running his dentist office.  Rich also shares his thoughts on second opinion visits. 10:00 - Dr.

[heading] Are Your Patients Actually Fee Sensitive? [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] Ever wonder if your patients are actually fee sensitive? In this week’s episode we discuss a mysterious topic – setting our fees. Is there a true science to it, or does it depend on “feel?” And do your patients even care? Join in to find out! And then on the secret shopper calls we continue along those lines and ask "How much do you charge for a crown?” Every practice got soooooo close, but nobody could bring it home. You gotta check it out. If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! [nectar_btn size="large" open_new_tab="true" button_style="regular" button_color_2="Accent-Color" icon_family="none" text="GET A FREE DENTAL PRACTICE SNAPSHOT" url="https://qs103.infusionsoft.app/app/form/analysis"] [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from "Are Your Patients Actually Fee Sensitive?" 0:10 - Dr. Richard Madow opens the Dental Practice Fixers Podcast by asking the question:  "How much is a crown?" Can any dental practice really answer that question? 2:20 - Want to lower your overhead?  Switch to FattMerchant for your credit card processing.  Madow.com/save to get started. 3:45 - Marketing companies will do a A/B split test to determine which product or price point will sell better.  In the dental practice you can't do that. 4:38 - Many years ago a study was done by a student in Loyola University at Baltimore, Maryland that tested cost sensitivity.  The item she used was a refrigerator.  Find out what she found.  Rich explains this. 6:10 - Should you charge $10,000 for crowns?  Rich tells you why not but the lesson to learn is explained. 6:45 - What should you charge for a crown?  Rich gives an example. 7:20 - Rich talks about when dentists say that their fees are in the 80 percentile for the their fees.  Is that accurate?  Rich gives a scenario of an above average driver with 500 people in the room.   Most people would never admit that they are below average even though 50 percent in the room have to be.  Learn from Dr. Madow what this teaches us. 11:07 - Here are two things that are very important for your dental practice.  The doctor and entire team needs to be on the same page with the fees.  An incredible investment dentistry really is.   You need it way more than a phone.  It keeps you happy and healthy. 13:12 - People will invent $900 for a nice winter jacket and only wear it less than half the year.  A crown is used everyday! 15:30 - Are you enjoying The Dental Practice Fixers Podcast?  If so, please give us a like, a good rating and subscribe. 15:47 - Rich makes his first secret shopper call. 17:54 - Find out what Dr. Rich has to say about this dental practice office.  The caller used a term that should never be used: "permanent crown." Find out why you should never use this phrase from Dr. Madow. 20:29 - Rich makes the second secret shopper call with the same question.

[heading] Ransomware - It Can Happen To YOU! [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] In this week’s episode we discuss a very scary topic – ransomware. Cyberattacks are happening in dental practices all across the country, and we’ll give some tips so it doesn’t happen to you. And then on the secret shopper calls we ask a question that shows how it is essential for our great front deskers to think quickly AND not forget the real purpose of every call. We show, we teach, and we’ll all get some laughs! Don’t do this in your practice!! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! [nectar_btn size="large" open_new_tab="true" button_style="regular" button_color_2="Accent-Color" icon_family="none" text="GET A FREE DENTAL PRACTICE SNAPSHOT" url="https://qs103.infusionsoft.app/app/form/analysis"] [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from "Ransomware - It Can Happen to YOU!" 0:05 - What would you do if your office was attached by ransomware?  Dr. Richard Madow asks this question and welcomes everyone to the podcast this week. 1:05 - Rich wants everyone to know that The Dental Practice Fixers Podcast is available on the madow center website to watch it from YouTube.  Give us a 5-star and subscribe. 1:45 - At the Madow Center we use FattMerchant for all credit card processing because it saves money.  Check it out at madow.com/save. 2:34 - Rich talks about a good friend that he went to elementary school, junior high, high school, college and dental school in Baltimore, Maryland that had been burned by ransomware.  Find out what happened. 3:43 - Rich talks about another example of another practice from another office that was hit by ransomware until a payment was received.  Completely dark.  Totally shut down for two weeks. Find out how they recovered. 9:13 - Rich talks about a rule that should be used at every dental practice.  Check it out. 10:13 - Rich tells listeners "Don't click on emails talking about sending money.  Just don't do it." 11:58 - The Madow Center's friend Dr. Lavine is the top dog for cybersecurity and HIPAA compliant.  They will provide a FREE evaluation and check out your office.  Check it out at madow.com/secure 14:00 - Rich asks the secret shoppers a question that should be easy to answer.  Can you please tell me what a root canal is?  How will they answer? 15:42 - Rich makes the first secret shopper call. 17:02 - Rich said this caller was super nice BUT did she answer this correctly?  Find out what she did. 18:26 - This was an opportunity to get a new patient but it didn't seem like that is what they caller had in mind. 18:47 - Rich makes the second secret shopper call. 21:00 - Very friendly caller and spoke with words that a regular person would understand.  Did she explain a root canal?  Did she ask for an appointment? Find out what Rich noticed on this call.  Remember any question is a new patient opportunity for a dental practice. 23:27 - Rich makes the last secret shopper call from a previous seminar.  This is Rich's favorite secret shopper call. 26:16 - Rich says don't get clinical.

[heading] Want To Lose A Patient Forever Do THIS! [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] In this week’s episode we get back to basics with our secret shopper calls, asking the simplest of all questions a potential new patient would ask. Do you want to lose a patient forever? Not only can no one seem to even come close to making the appointment, one office does something that will pretty much guarantee the patient will never be heard from again! Don’t do this in your practice!! Plus we handle some excellent listener questions about running late. Don’t miss this episode! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! [nectar_btn size="large" open_new_tab="true" button_style="regular" button_color_2="Accent-Color" icon_family="none" text="GET A FREE DENTAL PRACTICE SNAPSHOT" url="https://qs103.infusionsoft.app/app/form/analysis"] [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from "Want to Lose a Patient Forever? Do This" 0:10 - Dr. Rich Madow opens up the podcast and welcomes everyone to this week's Dental Practice Fixers Podcast - "Want to Lose a Patient Forever? Do This." 0:45 -Rich says he loves making the secret shopper calls but they are done as a learning experience. 1:15 - Rich says this week on the podcast it is back to basics with questions. 1:27 - Two really great listener questions will be answered today from the topic of "Never Run Late" 2:08 - Recently The Madow Center did a webinar that you can check out about how to get of no-shows during COVID.  Check it out!  madow.com/webinars 3:23 - Get a free pin pad with FattMerchant till the end of October.  Check it out at madow.com/save.  CODE: madsep 4:56 - Send us an email if you have any questions or a listener comment at info@madow.com 5:08 - Rich shares the first listener question/comment. A question from a team member - What to do if the dentist is always running late and doesn't care. 7:05 - Dr. Rich talks about a proposed solution that goes along with the issue at hand.  Talk with the dentist or other team members with the issue and also mention a proposed solution. 8:24 - Rich proposes his solution to this issue. 9:25 - A listener suggestion about a buffer for the schedule in their dental practice was a real winner.  Learn how they did it. 13:00 - Here is the questions for the secret shopper call.  "How much do you charge for a cleaning?" 15:10 - Rich makes the first secret shopper call. 16:02 - Rich talks about how this secret shopper call did on the question and what happened.  Just sad, no appointment request. 16:50 - Rich makes the second secret shopper call. 18:14 - Rich talks about some things that really went wrong on this call.  He even asks what should I ask the previous dentist office.  Rich said this new patient would never hear back. 19:45 - On Thursday, November 12 @ 8 PM EST, the Madow Center is having another small group coach...

[heading] Never Run Late! [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] If you run late, you are sending two messages to your patients: “We don’t respect your time” and “We can’t control our schedule.” Patients will absolutely leave your practice if you run late, although they won’t tell you that’s why they are leaving. And they certainly won’t refer others. In this very special episode of “The Dental Practice Fixers podcast” Dr. Richard Madow gives some great tips on keeping your schedule on time and keeping your patients (and team) happy. Don’t miss it!! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! Did you miss a webinar?  Check out previous webinars to help run your dental practice from dental coaches and dentists. [nectar_btn size="large" open_new_tab="true" button_style="regular" button_color_2="Accent-Color" icon_family="fontawesome" text="GET A FREE DENTAL PRACTICE SNAPSHOT" url="https://qs103.infusionsoft.app/app/form/analysis" icon_fontawesome="fa fa-camera-retro"] [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from Special Podcast: Never Run Late! 0:11 - Dr. Richard Madow opens up the podcast by saying "Never Run Late!" 0:52 - Rich asks the question:  What does it say when you run late?  Find out what Dr. Madow says. 1:34 - Will you lose patients if you run late?  YES! 1:55 - The quickest way to reduce your overhead is to use FattMerchant.  Low monthly fee is the way to go. Check out madow.com/save Use special code: madsep for a contact free penpad. 3:16 - Have dental scrap?  Of course you do.  Make money and recycle your dental scrap and get the most for the metal by using Southern Dental Refining.  Check out madow.com/gold 4:21 - Dr. Rich tells a story that happened to him.  He went to an allergist with John Hopkins.  Find out why Rich got so frustrated with his appointments. 8:30 - Rich talks about the data analysis is available.  He sees this over and over again with dental practice offices and time and time again they are losing the same amount of gaining patients.  Find out the reason why and what to do to fix it! 9:02 - Interested in getting a dental practice data analysis for FREE?  Check it out >>> madow.com/snapshot 9:50 - Go on this journey back with Rich - A flashback - There was one day that no matter what the office and himself did, they couldn't catch up.  Everyone was running late.  Running late equals pressure which equals NO FUN! 10:23 - Rich decides to call a team meeting to discuss these times when everyone is running late.  There are always gaps in a doctor's schedule.  What are they doing during those 5 minutes here or 8 minutes there?  That's one scenario. 11:55 - Another scenario - Removing dental decay and the work that needs to be done and then a plump explosion.  Dental Hygienist is standing at the door wondering why you are late to check the patient.  Find out what to do. 14:41 - With either scenario this will apply to help your dental office to run more efficient.  You don't want to miss this great dental tip for running your office.  This will really help you to never run late!

[heading] Doctor My Eyes! (Are You In Network?) [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] Getting an “in network” patient to come to your practice can be really difficult if you don’t participate with their insurance, but it can be done! On this week’s episode of The Dental Practice Fixers we’ll hear a personal story from Dr. Rich, telling of his adventures as an out-of-network patient! And it’s probably not what you think! The “secret shopper calls” continue with the same theme as we ask “Can anyone get this right??” You gotta hear them! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from Doctor My Eyes! (Are You In Network?) 0:14 - Dr. Richard Madow poses the question - Will a new patient come to your office if you are out of network for insurance? 0:33 - Rich thanks you for listening and being a subscriber to the Dental Practice Fixers Podcast. 1:19 - The promotion for the FREE pin pad with FATTmerchant is still available. Save thousands by switching to FATTmerchant for all your credit card transactions. Check out madow.com/save and use code: madsep till the end of October 2020. 2:37 - Rich reads the responses from last week's podcast about refers from specialists. 5:24 - Rich tells the listeners a story about his dental practice and tells us to blow our own horn to help put new patients at ease.  It is worth it! 5:30 - Rich talks about a letter from a listener about a possible buddy system that she sees with referrals.  Rich shares his thoughts on this. 6:15 - Last letter from a listener.  Agrees with a little show and tell to other specialists in the area. Sponsor a team meeting.  Do you have a comment or question that you would like to share?  Email us at info@madow.com 8:15 - Rich tells a story about an optometrist near Madow Center. He didn't have insurance.  Find out what Rich experienced and why.  Rich got an in network insurance that included eye care.  He tells us his experience and why he decided what to do.  Walked in and walked out.  Hear what happened. 13:54 - A year goes by and Rich is searching for a new optometrist.  He found a great optometrist and has referred two people already. 16:50 - If you are looking to bring in cash into your dental practice.  You need to be recycle your metals.  Check out madow.com/gold 18:01 - Rich makes the first secret shopper call. 18:31 - Hear what Rich has to say about this secret shopper call.  Did she try to book an appointment with a new patient?  What do you think? 19:00 - Rich makes the second secret shopper call. 19:43 - Rich noticed some red flags on this secret shopper call.  She didn't seem at all interested in getting this new patient on the schedule or happy to talk to anyone on the phone. 20:40 - Rich makes the third attempt at a secret shopper call. 22:17 - This caller asks Rich to set up an appointment! This caller didn't ask for any contact information but she gets a B+.  Rich was very impressed with this caller. 23:46 - Subscribe to our YouTube Channel and have this reach your inbox ever...

[heading] Do Specialists Refer Back To You? [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] If you are a general dentist, you probably have a great roster of specialists who gladly handle your referrals. But are the specialists referring back to you? Surely over the years people have asked orthodontists, pediatric dentists, oral surgeons, and yes – even periodontists for the name of an excellent general dentist. In this episode we hear from a listener who claims that in over twenty years of specialty referrals he has never heard back from them with a patient. So what do “The Fixers” do? Secret shop his specialists asking for the name of a “cosmetic dentist.” The results? You gotta hear them! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from "Do Specialist Refer Back to You?" 0:11 - Dr. Richard Madow opens up with a question: Is it okay for a specialist to never refer back to you? Welcome to our Dental Practice Fixers Podcast! 1:00 - Rich is in the Madow Center warehouse today for the podcast.  Some of our webinars are now on our YouTube channel or check them out here. 1:50 - Rich mentions how to save thousands and thousands of dollars.  Check out madow.com/save  Enter code: madsep and get a FREE pinpad with fattmerchant. 3:31 - Rich tells us how it all got started today with a listener email.  Rich reads the email to explain the situation. 5:29 - Rich begins to talk about the situation between a GP and a Specialist and it has always been complex.   He explains why. 8:15 - Rich gives his advice on referrals to specialists and why. 9:40 - Rich makes the first secret shopper call.  Find out who this specialist will refer. 10:25 - Rich points out some key things learned on this secret shopper call. 11:15 - Rich makes the second secret shopper call. 14:31 - Rich is so surprised that this specialists doesn't refer to the dentist that has been sending referral for over 20 years to this specialist. 15:27 - Dr. Madow makes his third secret shopper call. 18:12 - Rich wonders why the specialist's office asks first thing if he has dental insurance.  Rich also noticed that the person answering the call didn't pronounce any of the dentist office names correctly. 19:38 - Rich makes his fourth secret shopper call. 20:11 - Did this specialist recommend the dentist that has been giving referral?  Check it out and see. 20:39 - Rich makes his fifth secret shopper call. 22.13 - Rich is so happy that this caller actually made a great referral.  See what Dr. Richard Madow has to say about this office.  This is just a great referral!  A++++ 23:05 - Rich shared all these secret shopper calls to the dentist.  The dentist was so very upset.  Listen to the advice that Rich gives about this complex issue. 25:21 - Send in your comments or questions into info@madow.com.  Thank you for listening to The Dental Practice Fixers Podcast. 26:15 - Rich talks about a free dental snapshot service for your dental practice.  Working with the Madow Center dental coaches is the best in the world.  Check it out at

Recently we have had several requests to put together a playlist of only secret shopper calls. So for this week we are rebroadcasting an episode of just that - secret shopper calls as only The Dental Practice Fixers can do them! Enjoy - and we'll be back next week with a brand new show!  

[heading] The Easiest Way To Lose New Patients! [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] Have you ever wondered the easiest way to lose new patients? On this week’s edition of The Dental Practice Fixers podcast we make three Secret Shopper Calls and they all make the same mistake – making assumptions about the caller that ultimately lead to NO appointment! Give it a listen so you don’t make the same mistake in your practice! Plus, we field some listener comments, and Dr. Rich gives a reading suggestion. Check it out now, funk soul brother! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"] [nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from "The Easiest Way to Lose New Patients!" 0:06 - Dr. Richard Madow opens up the podcast with a potential new patient who has been advised that he needs a couple of crowns. but has no dental insurance.  What do you say?  Learn how to not lose new patients by saying the right thing. 2:20 - Rich mentions the awesome comments that dentists are saying about FattMerchant.  Save money!  Check out madow.com/save 4:25 - Rich shares comments about previous podcast when he called dental offices in the middle of the night to listen to their voicemail messages.  Hear what others had to say.  Some great suggestions from our listeners.  Feel free to give your comments as well at info@madow.com 10:01 - Rich talks about a book suggestion. The Four Agreements  - A self-help book that is Rich's favorite book.  Rich has read a lot of self-help books and has found this the best one. 14:22 - Rich wants your dental practice to get some extra cash!  Sell your dental scrap and get paid for it at Southern Dental Refining. 15:50 - Rich makes his first secret shopper call. 16:50 - Rich talks about this dental practice.  This person wins the medal for the worst enthusiasm.  This is a potential new patient and you just lost this new patient.  So bored on the call.  Did this team member try to get an appointment?  Check it out. 18:31 - Rich talks about the Madow Center and the excellent dental coaches that are on staff to help this dental practice.  Are you looking for the best dental coach at your dental office?  Check out https://www.madow.com/coaching-for-dental-practices/ 18:53 - Rich makes the second secret shopper call.  Listen to see if this team member will lose a new patient. 20:45 - Rich stops the recording and discusses some key things that are going wrong before continuing the conversation.  What assumptions were made? Find out what the team member did that was so wrong. 23:31 - Rich talks about this team member and so of the things that went wrong. 24:17 - Rich makes the third secret shopper call.  Will this team member  get it right or will they lose a new patient? 26:23 - Rich discusses what happen on this call.  Find out the tips that Dr. Madow gives for this secret shopper caller.

[heading] What Do You Mean I Can’t Do That? [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] What if you were so restricted that you couldn’t tell patients your practice was “state of the art,” or what courses you have taken, or even that you try to make your patients as comfortable as possible? This make make you ask: "What do you mean I can't do that?" That’s the issues that a Dental Practice Fixers listener was facing, and we answer his question along with some great old-fashioned practice building advice with the help of a special guest. Then we do three secret shopper calls and uncover a problem we have NEVER heard before on The Fixers. You gotta check it out – or maybe we should say you gotta check it “oat!” If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! Let's chat about our QUICKSTART Dental Practice Coaching Program! [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from "What Do You Mean I Can't Do That?" 0:13 - Dr. Richard Madow opens up the podcast by asking a question from a listener. 0:58 - Rich talks about a letter received from Dr. Garcia that switched to FattMerchant and now saving over 7K a year.  Another email from Dr. Mitchell  Josephs is saving over 1K each month by swtiching to FattMerchant.  Go to madow.com/save to find out more. 2:12 - A listener questions comes from a dentist from Canada.  Dr. Livingston Chen is the special guest this week on The Dental Practice Fixers Podcast. 3:45 - Dr. Liv talks about being in a band with Dr. Mitchell while in college. 4:31 - Rich opens up with the question for Liv and get his thoughts.  The restrictions in Canada are crazy.  It makes you ask yourself "What do you mean I can't do that?" 5:30 - Dr. Chen explains the reason behind this. 6:58 - Rich goes over some of the statements in the guidelines and discusses these with Liv. 7:30 - Dr. Chen says that you can't say that you are better than anyone else.  Even being a member of a dental association should already be implied. 7:47 - Dr. Madow goes on to explain more things in the guidelines. 8:11 - Dr. Chen mentions more restrictions about saying anything about better equipment. 9:00 - Rich and Liv talk about the issues concerning these guidelines and how it caters to dentists that are not going above and beyond in their dental field. 11:05 - Liv shares with the listeners what he is doing to make his office stand out from others with all the guidelines that are in Canada. 13:51 - Liv also talks about something he does in public libraries.  Offer a public service to the community with this suggestion. 17:17 - Rich talks about school visits and how he used to do them when he was running his dental practice.  Getting your name out there is key! 19:37 - Dr. Chen looks at the whole picture.  Providing loyalty is so important.  A little goodwill goes a long way. 20:00 - Rich talks about treating your patients the best is better than all the marketing you can provide.  It is so important for a dental practice. 20:30 - Liv talks about what a patient wants more than anyt...

[heading] Something Most Dentists Have NEVER Done! [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] There is something that most dentists have NEVER done - but if they would, they could learn a ton about their dental practice! This week’s special guest will shed some light on what this is, as well as reveal some very interesting things about being a “COVID-era dentist.” Then, for our weekly secret shopper calls, we ask a really simple question - “How much is a crown?” Of the three practices we called, how many offered to make an appointment? Listen to find out, and to hear what The Dental Practice Fixers have to say! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! Let's chat about our QUICKSTART Dental Practice Coaching Program! [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from "Something Most Dentists Have NEVER Done!" 0:13 - Hear what Dr. Richard Madow says most dentists have never done. 0:50 - If you are a regular listener you already know this that FattMerchant is the way to go for all your dental practice credit card processing.  Check out madow.com/save. 1:56 - Rich introduces a recent dental grad, Dr. Ben Share 2:10 - Dr. Ben talks about graduation from COVID-19 time period.  How things will look in the future for new dental students. 6:03 - Rich asks Ben what strange things that he went through. 6:20 - Ben mentions some key ideas for dentist looking into hiring dental grads from 2020. 11:31 - Ben talks about some of his classmates and how they are doing. 17:58 - Rich asks Ben what lessons he has learned from all this. 18:17 - Ben talks about some things he has learned and continues to learn. 23:01 - Rich talks about some of the key points that Ben talked about and some interesting things to keep in mind for smaller dental practices. 23:44 - Rich and Ben both agree that "It's Hard!"  The front desk is a hard spot. 24:10 - Ben talks about some things about the front desk position.  Ben talks about how to be on your "A" game for that new patient. 26:10 - Rich asks Ben about his thoughts if a front desk person is a male. 26:15 - Ben tells Rich about what callers say about him answering the phone as a front desk person. 26:44 - Rich asks Ben how to deal with cancellations. 27:14 - Ben shares his method of a cancellation call. He has much success with this method. 29:43 - Rich talks about what doesn't work and why. 30:03 - Rich does the first secret shopper call. 30:43 - Rich goes directly into the second secret shopper call. 31:06 - Rich and Ben discuss the calls.  They both gives their suggestions.  Both callers gave a fee.  Did you ask why they are asking about the fee?  Did they try to schedule the new patient?  Listen and see. 34:47 - Rich does the third secret shopper call. 35:10 - Rich and Ben discuss this caller.  What did they see from all three callers? 34:40 - Ben talks about what he has noticed from these secret shopper callers. 37:01 - Rich thanks Ben for being on the podcast and sharing his thoughts and idea...

[heading] WHO Says It’s Not Safe To Go To The Dentist? [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] The World Health Organization is telling people NOT to go to the dentist! What’s up with that? This week the Dental Practice Fixers discuss this issue, and give advice on how to respond to patients who ask “Is it safe to come to your office?” Then, for our weekly secret shopper calls – you guessed it – we call some practices to ask if it is safe to come in. The results? Not good. Listen to hear what “The Fixers” have to say about the correct way to respond. If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right! Let's chat about our QUICKSTART Dental Practice Coaching Program! [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from "WHO Says It's Not Safe to Go to the Dentist?" 0:14 - Dr. Rich Madow opens up with what the World Health Organization report is telling people.  They are telling people that it is not safe to go to the dentist.  How should you respond as a dental practice? 0:50 - Dr. Madow reminders listeners to save money by using fattmerchant.  Don't waste money on credit card charges. 2:00 - Rich mentions about a phone call that he received on 08/13/2020 at 7:30 am from his 85 year old mom.  A report from WHO about dental visits. 3:10 - Is this the end of the world and all patients are going to stop visiting your dental office?  Rich gives his answer. 6:30 - Rich asks for your experience, has this affected your dental office? 7:45 - Rule #1 when responding to a question about is it safe to go to the dentist? 8:10 - Does getting into a debate really help? 9:05 - Rich gives a great tip on how to respond when the question is asked about the safety of going to the dentist. 10:10 - Make your case on why your dental office is safe for them as a patient to come see you. 10:20 - Should you send a mass email to all your patients concerning the WHO report?  Rich gives his advice on this idea. 12:10 - Rich talks about his favorite thing on the dental practice fixers podcast. 12:45 - Rich makes his first call. 14:05 - Rich gives his take on this call.  The caller was very shocked by what Rich shared with her. 15:09 - Did this new caller feel safe coming into this office?  Check it out. 15:50 - Rich makes this second secret shopper call. 17:08 - Rich tells us what his noticed on this call.  Rich does say it is a tough question.  She had to think on her feet.  But...did she make the appointment? 18:04 - Rich gives the caller a grade.  Check out what grade he gives them. 18:40 - Rich makes his third secret shopper call.  This caller took a twist.  Check it out. 21:30 - Rich got a lot of details from this secret shopper call.  More than expected on a new patient call.  Did anything go right with this call? 21:45 - Rich talks about all the things that should not have been said. 22:35 - Rich answers the question: Should you do a cleaning on the first visit from a new pati...

[heading] A Senior Moment in Your Practice! [/heading][divider line_type="Full Width Line" line_thickness="3" divider_color="accent-color" custom_height="50"] Seniors can be the most amazing and gratifying patients in your practice, and they can also be the biggest nightmares. On this week’s podcast we answer a great listener question about seeing this demographic, and get some fabulous tips from our special guest host, Dr. Marshall Madow. He has seen more senior patients than anyone! The theme continues with the secret shopper calls. Do you like seeing seniors in your practice? Well, if you’re like any of the offices we “secret shopped,” that may not be happening any time soon! Listen to hear what The Fixers have to say! If you have a question that you would like answered on our podcast, or if you would like us to call YOUR office, please email us at podcast@madow.com. You might be the office that gets it right Let's chat about our QUICKSTART Dental Practice Coaching Program! [divider line_type="Full Width Line" line_thickness="5" divider_color="default" custom_height="50"][nectar_icon icon_family="fontawesome" icon_style="default" icon_color_type="color_scheme" icon_color="Accent-Color" icon_padding="20px" icon_fontawesome="fa fa-podcast" icon_size="30"] Highlights from "A Senior Moment in Your Practice!" 0:16 - Dr. Richard Madow starts by asking you what are you doing to make your senior patients more comfortable? 0:43 - Dr. Richard Madow introduces a special guest to the Dental Practice Fixers Podcast.  Dave's brother - Dr. Marshall Madow from Owings Mills, Maryland. 2:08 - Rich mentions the benefits of FattMerchant. 2:47 - Rich talks a little about Marshall and his history and what he has done in the past and now doing. 3:28 - Dr. Marshall Madow has been involved with mobile dentistry. The Mobile Dentist provides dental services to patients that can't normally get to a traditional practice.  For example: nursing homes, homeless shelters, etc... 5:45 - Dr. Marshall Madow talks about some of the things he has learned working with senior citizen patients. He talks about how he makes their visit extra special. 6:33 - Dr. Marshall Madow gives a statistic that he quotes.  In 2030, there will be 74 million that will be 65 and older.  Every dental practice will be seeing even more seniors as years go by. 7:10 - Rich asks Marsh how many dentures that he has done. 7:21 - Dr. Marshall gives his answer. 8:54 - Rich asks the listener question to Marshall. Any great advice for aging patients and treating seniors? 9:52 - Marshall gives his advice from his many years of experience. Easy access, wheelchair accessible, explain in detail, and others. 11:45 - Marshall also talks about issues that the patient might have such as back pain.  Talk to them about time. 12:37 - Be very respective to seniors.  Marshall tells a story why this is so important. 17:05 - Marshall shares another tip.  Always make sure you do this with seniors as well. 19:05 - Rich really liked the idea of asking the patient more about their history.  It is always a good idea to get to know your patient even more. 19:25 - Rich makes the first secret shopper call. 21:07 - Rich and Marshall discuss the call.  The caller didn't know what to say. 21:40 - Marshall talks about the importance of getting together with your team to discuss subjects such as this and come up with some really good responses. 22:28 - Rich mentions things that she could have said to t...