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

Why bother having a new patient special if you are going to tell the potential new patient on the phone everything you can to talk them out of coming in? And let’s make it worse by telling a potential new patient family of four with dental terms they don’t understand!  Yes – the secret shopper calls just keep getting worse and worse! How do you think YOUR practice would handle these pretty simple secret shopper calls? Hear what The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) have to say about what is going on in just about every office across the US. It’s really scary!! And 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. We will do our best to accommodate! [nectar_btn size="medium" open_new_tab="true" button_style="regular" button_color_2="Accent-Color" icon_family="none" url="https://youtu.be/DZjoQwCYIfI" text="Watch Video on YouTube.com" margin_top="20px" margin_bottom="20px"]

Is it EVER okay to put a potential new patient on hold? Only if you want them to go somewhere else. But this secret shopper call actually got worse when the person representing the office wasn’t sure if the office did cosmetic dentistry! And as they say – things go from bad to worse when a simple question about flossing is asked! How do you think YOUR practice would handle these pretty simple secret shopper calls? Hear what The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) have to say about what is going on in just about every office across the US. It’s really scary!! And 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. We will do our best to accommodate! [nectar_btn size="medium" open_new_tab="true" button_style="regular" button_color_2="Accent-Color" icon_family="none" url="https://youtu.be/mjtEhzDB2Ao" text="Watch Video on YouTube.com" margin_top="20px" margin_bottom="20px"]

By popular request – MORE SECRET SHOPPER CALLS! And yes – we don’t rig or cherry pick these – we just call regular dental practices like yours! Be sure to check it out – a potential new patient call seems to be going well, and then strangely and for no reason at all the person at the dental practice seemingly does everything she can to scare the patient away from appointing! And as they say – things go from bad to worse! Hear what The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) have to say about what is going on in just about every office across the US. It’s really scary!! And 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. We will do our best to accommodate! [nectar_btn size="medium" open_new_tab="true" button_style="regular" button_color_2="Accent-Color" icon_family="none" url="https://www.youtube.com/watch?v=JSlsveP6aXE&t" text="Watch Podcast on YouTube.com" margin_top="20px" margin_bottom="20px"]

The “Secret Shopper Call” is one of the most popular parts of The Dental Practice Fixers podcast. Is this because it satisfies our inner dental voyeur? Maybe it’s because we learn so much from them. Or maybe it gives us all a chance to say “My office can’t possibly be that bad!!” So due to popular demand, on this edition of the podcast we do not one, but two secret shopper calls. And as they say – they go from, bad to worse! Hear what The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) have to say about what is going on in just about every office across the US. It’s really scary!! And 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. We will do our best to accommodate!

A doctor writes in with a fascinating dilemma. It seems like everyone is telling them they need more – more new patients, more money, more success....but they have no desire to increase the way things are going in their practice. Is this okay? Is there a problem or solution? Hear what The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) have to say about this one. Then on the call of the week we pose a question about a practice’s membership plan. The woman is knowledgeable and starts out strong. But one little thing brings the whole call down. You need to listen to hear what it is! Also, if you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered!

In this episode a dentist writes in with an interesting issue. His life seems to be going great, yet dentistry is not making him happy. Instead of looking forward to going to work, every week he gets the “Sunday Night Blues.” Is there a solution? Listen to what The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) have to say about this. Then on the call of the week, a simple question – “Do you do root canals?” - turns into an unmitigated disaster, ending with some of the worst advice we have ever heard on a dental call. You need to hear this one to believe it! If you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered!   If you enjoyed this podcast, check out our previous podcast, Something Most Dentists Have NEVER Done!

A doctor writes in with a dilemma. A long-term team member has been talking patients out of getting their treatment done! This is obviously unacceptable! But The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) have some solutions that don’t necessarily involve a new hire. Then on the call of the week – a prospective new patient calls with the age-old question – “How much do you charge for a cleaning? You need to hear this one and learn from it – because it is actually one of the worst answers possible! Also, if you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered! - If you enjoyed this podcast, check out our previous podcast, Is My Hygiene Schedule A Blessing Or A Curse?

Today we hear from two different practices. One has a hygiene schedule that doesn’t seem nearly full enough given the “success” of the practice. The other has a hygiene schedule that is so full they can’t get a patient in for months. Neither situation is good! But The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) have some comments and solutions that will help both practices – and yours too! Then on the call of the week – a prospective new patient calls needing an implant. Should be easy-peasy, right? Well hold on cowboy! You need to hear this one and learn from it! Also, if you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered!   If you enjoyed this podcast, check out our previous podcast, Phone Going to Voicemail — Is This The Biggest Mistake For A Practice?

A doctor writes in with a dilemma. Their phone is ringing, but constantly going into voicemail. Why? They can’t afford a second person at the front desk. This is obviously unacceptable! But The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) have some solutions to phone going to voicemail that don’t necessarily involve a new hire. Then on the call of the week – a prospective new patient calls with a wife who needs eight crowns. Eight! How could this one be messed up?? Believe it or not, it was. You need to hear this one and learn from it! Also, if you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered!   If you enjoyed this podcast, check out our previous podcast, When A Specialist Isn’t So Special…..What Do You Do?

In this episode a listener writes in with an interesting question. They have a fantastic relationship with a specialist. The specialist even refers patients back to them! But they feel a different specialist is actually providing better treatment. What should they do? Fortunately, The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) have an excellent solution! Then on the call of the week – a prospective new patient is concerned because their previous dentist did something a bit unusual. This one should have been a no-brainer, but unfortunately is just didn’t work out. You need to hear this one and learn from it! Also, if you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered!   If you enjoyed this podcast, check out our previous podcast, Is This Patient Being Unreasonable? Or Is It Me?

In today's podcast we will cover how to deal with a patient being unreasonable. We really want to be accommodating to our patients to make them happy – especially the “good” ones who get their treatment done and refer others. But did this patient cross the line? Find out when The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) tackle a crazy situation and give some great tips along the way. Then on the call of the week – a prospective new patient calls with a few very reasonable questions. But what should have been a very simple answer really went off the rails. You need to hear this one and learn from it! Also, if you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered!   If you enjoyed this podcast, check out our previous podcast, My New Consultant Wants Me To Do WHAT?

It’s something many dentists fear. You hire a consultant to help your practice and they want you to do something that you just don’t want to do….like fire a team member!! Should you listen? Find out when The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) tackle this difficult question and give some great tips along the way. Then on the call of the week – a  prospective new patient calls to find out if they can get their perio needs taken care of. Do you think the phone squad knew what they were talking about? How do you think they handled it? You need to hear this one and learn from it! Also, if you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered!   If you enjoyed this podcast, check out our previous podcast, Is This Doctor Sabotaging His Own Practice?

In this episode, a team member writes in to ask an important question. The doctors in her practice are fantastic, but one of them may be doing something that is sabotaging the entire office!! He thinks he is being nice, but is he really wreaking havoc? Find out when The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) tackle this difficult question and give some great tips along the way. Then in the call of the week – a potential new patient calls with a great question about whitening and veneers. They want treatment and are ready to rock! Could the office mess THIS one up? You need to hear this one and learn from it! Also, if you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered!   If you enjoyed this podcast, check out our previous podcast, My Team Member Is Fantastic – Except For This ONE BIG THING!

What happens when you have a fantastic team member, one that the patients love, works hard, and has been with the practice forever – but she has one really bad habit? Is it a deal breaker? Find out when The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) tackle this difficult question and give some great tips along the way. Then we do a somewhat unusual call of the week – calling a GP office and asking about a specialist referral. How do you think they handled it? How do you think YOUR office would handle it? You need to hear this one and learn from it! Also, if you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered! If you enjoyed this podcast, check out our previous podcast, It’s A Free Consult – What Could Go Wrong? A Lot!

When a potential new patient calls with some questions, it’s often a good idea to offer a free consult. That way, you can actually do a quick look, have them see the office, meet the dentist and team, and hopefully schedule an appointment. What could go wrong with a free consult? Believe it or not, a lot!! See what happens when one of the Dental Practice Fixers was on the other side of this equation! Then we continue the theme with the call of the week, trying to find out what happens on the first visit. But as The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) will find out, absolutely nothing will happen at this first visit! Why? You need to hear this one! Also, if you have a question that you would like answered on our podcast, please send it in to podcast@madow.com. We will do our best to get yours answered! If you enjoyed this podcast, check out our previous podcast, The Oldest Question In Dentistry – How Can I Prevent Last Minute Cancellations?