July 2018 - The Dental Practice Fixers
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July 2018

Season 1 Episode 02 – Likeability

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It seems as though the more likeable you are as a dentist and as a human, the more successful you will be. In this episode we share some great techniques on how to get people NOT to like you. Then you decide and take it from there!




Dr. David Madow: Hey there and welcome back to the Dental Practice Fixers, I am your co-host Dr. David Madow. In this episode two, thanks so much for being with us, actually it’s a fairly new podcast. Well of course its episode two, it’s a fairly new podcast, but if you missed episode one that’s where Rich and I pretty much started the whole thing. We gave you a good, I don’t know probably 35 minutes of information about how and why we’re doing this, and how we’re going to help you and a little bit about how we got to where we are right now, and I think you’ll find it really entertaining and fun, hey it might have been 30 or 35 minutes, I can’t remember but it’s going to be worth, if you haven’t heard it yet it’s going to be worth a listen. So check that out and we’re back here today with episode two and today we’re actually going to be sharing with you one trait that most successful dentists share. Now I’ll give you a hint, it’s not about clinical abilities but you probably knew that anyway, and strangely it might not even be, it’s not even about excellent business skills but you need that. So what is it? What are we talking about? Well Rich is going to come on in one second and share that with you, not only once Rich comes on we promise if you heard the first episode we promised that within the first minute or two of every single episode we do, we’re going to share something with you that is going to help you in your practice like right away. So even if you choose and we hope this is not the case but even if you chose to only listen to the first few minutes of each episode, you’re going to get something that is absolutely going to help you. So having said that I’m going to turn it over to my brother and co-host Dr. Rich.

Dr. Richard Madow: Hey thanks Dave, this is Rich your co-host. You can call me Dr. Richard Madow but you don’t have to, calling me Rich is fine and like Dave said right off the bat, we’re going to give you something that will save you a ton of money, and this is for every single dental practice. It will take money out of your overhead and right into the doctor’s pocket automatically. Before, don’t hang up the phone when I tell you what it is, we’re not even on the phone, but a lot of times I say that because you’ll get phone calls random to your office saying ‘hey we can save you money on credit card processing,’ and most of them are total BS, but I got to tell you there’s a brand new way to do credit card processing, kind of like when Amazon and eBay and Google and Facebook came onto the scene. They were disruptors, they were brand new ways to do things, and the same is true with Fattmerchant. Fattmerchant is a credit card processor that does not charge you a percentage above what the credit card companies charge. You can’t deal directly with Visa, Mastercard, Amex, there’s always a middleman and that’s your credit card processor, and they charge you a fee above what Visa, Mastercard & Amex charge. Fattmerchant doesn’t do that, they just charge a really low monthly fee and after that you’re saving money. So we’ve recommended this to dental practices and many are saving hundreds a month, some are saving thousands a month. So check it out it’s called Fattmerchant, we’ve got a page just for you and remember it’s fat with two t’s. So, I’m going to spell it out just go to fattmerchant.com/lp/madow, that’s M-A-D-O-W. So again Fattmerchant, fat with two t’s .com/lp.madow M-A-D-O-W. You can get some more information, we’ve got a special Madow deal for you, of course as we like to do everything we recommend. So, go do it, start saving money on credit card processing right away, goes right into your pocket. All right that’s your money saving tip of the day love it, we use it here.


Dr. David Madow: We do, yeah, yeah.


Dr. Richard Madow: At the Madow Center for Dental Practice Success, it saves us money. So, you should to.


Dr. David Madow:  If we use it, it’s got to be good right?


Dr. Richard Madow: Well hey we’re not doing it for our health, we’re doing it the save money and it’s simple to use too. So Dave mentioned there was a trait that all successful dentists share and we’re going to tell you what it is. It’s likeability, because if you’re likable people want to be around you. They want to listen to you, they trust you and they want to tell their friends all about you. So being likeable really can cover up a lot of ills. You know it’s if you’re that person that everybody wants to be around and talk about, you’re going to be likable and you will have a successful practice. Now some people are naturally likable and they’re gifted and that’s great, but not everybody is, some people are maybe a little more introverted or just don’t have, you know you could be a great person but not just have that likability factor. So we’re to give you ten ways ten tips to make you likable and they absolutely work. So Dave why don’t you start, how about if you do one, three, five, seven, you get the pattern there.


Dr. David Madow:  Nine, eleven, thirteen, we’re only doing ten, so.


Dr. Richard Madow:  You’ve got to stop after nine. I’ll do two, four, six, eight, who do we appreciate and by the end of these ten tips, our listeners are going to be much more likable.


Dr. David Madow: Likeable, I like that Rich I’ll start with number one, before I do number one though I want to ask you our listener because we mentioned this in the first episode, in case you didn’t get it or listen to the first episode, every single episode we do, we’re picking out kind of a little theme song or a very small part of a song and it should tie in with our theme that we do. So did you catch it today? Did you catch it yet if you heard it? We might play it one more time we’re not sure, but let us know.


Dr. Richard Madow: I’ve got to say it’s pretty darn obvious. So if you didn’t catch it well.


Dr. David Madow:  But we’re going to be doing this every episode, so feel free to send us an email: info@madow.com and just let us know ‘hey I caught that here’s what it is blah, blah,’ you know whatever, so we’re having some fun with it. So yeah I’ll do the first one and the first one is actually, so likeable people focus on people more than anything else. You know when you talk to a patient or a team member, focus on them and here’s a tip for you. Truly listen to what they have to say, don’t think about how you feel, you know what you’re going to say next, because I tell you Rich I was always guilty of this. I think also speaking to audiences over so many years, let’s face it a dentist in a dental practice is kind of speaking to an audience.


Dr. Richard Madow: It’s like your own little stage.


Dr. David Madow: Yeah it could be a one person audience, but I learned this because like we’re stage doing a seminar, doing a talk whatever it might be doing. It’s you know we’ve got to, if somebody asked a question or somebody comes up to especially after we’re on stage we’ve got to listen to them and focus on them and not worry about like ‘what am I going to say next, what am I going to say,’ but it’s like such an art, but when you when you get it, when you zero in on it, it makes all the difference in the world and as you said when you are dealing with patients that really like you, and trust you and think that you’re truly engaged and listening it makes all the difference in the world. So, start trying to do this, start right now, today focus on people, listen to them, be truly engaged with them, don’t be in the outer space and worrying about what you’re going to say next, listen, you’d be surprised how much you learn.


Dr. Richard Madow:  You know they say you have two ears and one mouth for a reason.


Dr. David Madow: For a reason exactly.


Dr. Richard Madow:  And if you’re thinking about what you’re going to say next, you cannot one hundred percent listen and focus. You know there’s an old story we have, it’s actually not an old story about the Paul McCartney, Ringo Starr thing, but we’ll get to that in another episode.


Dr. David Madow: That’s a good one, it’s about listening, but before you do number two and I know you know we need to spend just a short amount of time because we’ve got to get all ten of this but were you ever guilty of the first one about not being truly focusing on the person speaking to you?


Dr. Richard Madow: Of course everybody is guilty of that, and I have to admit especially if I find that person dull or boring my mind drifts away but if you really, really want to be the likable person, you’ve got to listen to even the person that’s boring the heck out of, especially if they’re your patient and they deserve it, they deserve your time.


Dr. David Madow: Okay do number two.


Dr. Richard Madow:  Fantastic number two, likeable people are truly authentic. And what does this mean exactly? It means that you’ve got to be yourself, but be the best version of yourself but don’t try to be anyone else. I know speaking of seminars Dave not only do we present and teach in seminars but we love attending seminars and sometimes you’ll go to a seminar and that person will be teaching you to be like them, but the bottom line is you’re not them, you’re you. And it reminds me of an old seminar I saw years ago in the eighty’s, it was Earl Estep, long retired. I think he’s still with us, I hope; he is a great guy, one of the pioneer dental lecturers, and somebody raised their hand and said ‘well I went to a Dick Barnes seminar now we love Dick Barnes, he’s great but he’s one of those dynamic people,’ and the guys saying, this kind of nerdy guy saying ‘well Dick Barnes said to do that, Dick Barnes said to do this and it’s not working, what’s the problem?’ And Earl Estep said ‘I’ll tell you the problem, the problem is you aren’t Dick Barnes,’ and he was right. You can’t be someone else, be the best version but be yourself, be authentic. People can sense when you’re authentic and when you’re BSing them.


Dr. David Madow: You know I want to be you one day Rich, is that possible?


Dr. Richard Madow: Well you know a lot of people do but not only do I feel sorry for them but it’s impossible.


Dr. David Madow: I’ve got to be David Madow for now I guess-


Dr. Richard Madow:  Right, I want to be Bob Dylan but you know I can’t, I can’t, I’ve got to be me.


Dr. David Madow: Number three is that likeable people enthusiastically love life. Now let me ask you something, forget even the dental practice right now but when you go into a restaurant or some type of business, and somebody is helping you, waiting on you, serving you, whatever it might be you can tell within fifteen seconds if they’re loving life, enjoying themselves, enjoying what they’re doing or they’re just pissed off and hating their life. Well you know something, I don’t know about you but I would much rather be engaged and doing business with and having somebody help me that is truly loving their life and happy. So it’s the same thing in your office, your patients can tell within seconds if you’re there and you’re just going through the drudgery and you’re not liking your life, and guess what they’re not going to want to stick with you like that. So, if you’re truly not loving your life, I’ve got to tell you something I’ll speak for me and Rich can speak for himself. I truly love my life, I mean it’s not just work but I’ve got a beautiful wife, a family and we do a lot of great things. I love my life and I think it comes through when I’m talking to other people, and I think Rich, I know you are the same way as well. So if you’re not truly loving your life figure out what’s wrong, figure out what’s wrong and it’s beyond the scope of this of this episode today to tell you how to fix that, but you know what to do even if it means seeking some help somewhere. If you’ve not happy, if you’re not loving your life, try to fix it, because I’m telling you something it’s going to come through to your patients, and they’re going to go somewhere else. They’re going to go to a doctor who is loving his or her life, I promise you.


Dr. Richard Madow:  You know I’ve got to tell you, people frequently ask me like ‘how are you so happy all the time?’ And I have no idea, I just love life, I do things I like doing, I love my career, I love my friends, my family, the way that I spend my time. So, it’s just good to do the things that make you happy, yeah and love your life.


Dr. David Madow: And it shows, and it shows, it shows through in seconds.


Dr. Richard Madow: How many times have you been in to see a dentist or a physician or a lawyer or an accountant or whatever and they just seem to be not happy, not necessarily miserable but just very blasé about everything it’s quite a turn off. Yeah okay number four, really likable people are not big on small talk. I’m a really anti small talk, I can’t stand when I sit down on the airplane and the person next to me just says ‘so are you going home, or on a trip somewhere?’ Like you know ‘is Baltimore home or your destination,’ it’s like ‘come on man you can do better than that.’


Dr. David Madow: ‘Work a pleasure.’


Dr. Richard Madow: Exactly.


Dr. David Madow: ‘Work a pleasure.’


Dr. Richard Madow: Oh, I can’t stand that stuff.


Dr. David Madow: And why do they all talk like with accents like that?


Dr. Richard Madow: They just happen to.


Dr. David Madow: ‘Work or pleasure.’


Dr. Richard Madow:  Maybe that’s number one, and I guess you know sitting next to a stranger on an airplane is one thing, we’ll give them a free pass. But in general, you can have two types of conversation, small talk or conversations to make real emotional connections and that doesn’t mean you have to start asking deep probing questions about someone’s personal secrets, but it means try to make your conversation at least a little meaningful. Every time a patient comes in and you say ‘oh how’s your day going, happy Tuesday.’ Well I don’t know, I think people kind of catch on to that BS pretty quickly. So be authentic, have real conversations that make connections, don’t overdo it, you don’t have to be the shrink to every patient that you have but at least try to have a somewhat meaningful conversation with them.


Dr. David Madow: Remember there was a company we still call Rich, and we had some guy would answer the phone and we’d always say ‘so hey how’s it going today?’ He would always have the same response, it would be let’s say it was Monday say ‘hey how are you doing,’ ‘not bad for a Monday.’ I mean you could just tell that was so canned.


Dr. Richard Madow: So forced, the ultimate small talk. I’d rather even hear about the weather. I mean you know the guy’s in a different city, ‘how are you doing?’ ‘I’m feeling great but you know it’s a horrible rainstorm here today,’ at least that’s somewhat interesting.


Dr. David Madow: It’s something-


Dr. Richard Madow:  Better than ‘not bad for a Monday.’


Dr. David Madow: ‘Not bad for a Monday,’ I think they all have that accent.


Dr. Richard Madow: Just picture that place like a big poster on the wall that just said Monday, and then Tuesday it said Tuesday.


Dr. David Madow:  No he said that all the time, even when I called on Friday he said ‘not bad for a Monday.’


Dr. Richard Madow: It’s really bad.


Dr. David Madow: That’s really bad.


Dr. Richard Madow: Today is Monday.


Dr. David Madow: Okay number five is that likeable people treat everybody with respect. Now I’ll tell you something in my life over the years I’ve just learned this, it’s I don’t know I mean it just comes naturally, I guess but I don’t like to look down on somebody because this person happens to be serving me, or they might be cleaning the floor, cleaning the restroom where I am. I try my best to treat every single person I come in contact with, with the ultimate respect, whether they’re you know a waiter or waitress serving me in a restaurant, a bank teller, the janitor I just treat everybody else, I don’t size them up and ‘oh this person’s wealthy I’ll treat them really well and this person’s almost destitute.’ I mean I’ll treat a homeless person with respect until they start to ask me a million times for money over and over and then I start to maybe get a little irritated, but really every human being and every animal to I try my best to treat with total respect, and again when you do that you become more likable.


Dr. Richard Madow: Okay number six is likeable people have integrity. As they say kind of a cliché but they don’t talk the talk, they actually walk the walk. Have integrity, I got to tell you it’s amazing how many times again just relating this to our business. We will have a speaker as a guest in one of our seminars, and they’ll be on stage saying how they’re honest and ethical and this and that and then backstage you get to know them a little better, they’re full of crap. We see it all the time, we see people that claim to be professional, ethical people that will lie to right to your face, and I got unfortunately this happens to us many times in owning this business. Well those kind of people don’t turn out to be very likeable. So be honest, be ethical, don’t just walk the walk, talk the talk and it also means don’t gossip about others, don’t demean other people, don’t look down on other people, just be ethical. I’ll recommend a book really quickly that if you’re trying to improve in this area, I think it will be extremely helpful it’s called The Four Agreements. One of my favorite books of all time, I know Dave you’ve read it you really enjoy it.


Dr. David Madow: Love it, love it.


Dr. Richard Madow: It will really help you in being honest, being ethical, walking the walk, talking the talk, treating others respectfully all these things, good project read The Four Agreements and stick to them, and nobody’s perfect.


Dr. David Madow: That’s one thing, reading is one thing but Rich I wonder how many people read that book and say ‘oh that was a good book,’ and then you know a minute later they’re breaking one of those four agreements, I bet it happens all the time.


Dr. Richard Madow: I think most people buy the book and never read it.


Dr. David Madow: Well with any book I think, I think like most books like never get finished.


Dr. Richard Madow: Yeah, I’ve seen that statistic, I can’t remember what it is but it’s-


Dr. David Madow: I wonder what it is.


Dr. Richard Madow: I think over ninety percent; a huge percentage never get finished.


Dr. David Madow: I’m quite sure, you read the first few pages, you know within the first few pages, the first chapter whether you really like a book or not and people just-


Dr. Richard Madow: The Four Agreements I think you have to read several times for it to really sink in, but it’s an easy read, it’s worth it.


Dr. David Madow: It’s funny, the first time I read it I read it I think on audio.


Dr. Richard Madow: You read it on audio, wow.


Dr. David Madow: I think they read it on audio and then I got the hard hardcover and then the hardback, whatever you call it hard copy and then read that. It’s it really is a life changer, I believe it.


Dr. Richard Madow: I like the paperback because it’s a book that really can get highlighted, and these days I just go back and read my highlighted areas.


Dr. David Madow: Good idea yeah.


Dr. Richard Madow: So it’s kind of like you know your own personal version when you do that.


Dr. David Madow: The lazy version; can I borrow your book just to read the highlighted areas, is that possible?


Dr. Richard Madow: You could but it wouldn’t be the same. I’m thinking of publishing the highlighted version.


Dr. David Madow: Oh yeah not bad.


Dr. Richard Madow: Great book anyway.


Dr. David Madow: Number seven Rich before I even reveal what it is, have you ever spoken to anybody, you know you get into a conversation with this individual whoever it might be and whenever you say something, and you might talk about like a trip you just went on or a restaurant and then you tell them that and then their first come back is ‘oh that sounds really good but I did something better,’


Dr. Richard Madow: Well I’ve got to tell you I’ve been in more of those conversations than you have.


Dr. David Madow: I see you’re one of those people, but can’t stand.


Dr. Richard Madow: I can’t stand it either.


Dr. David Madow: The people who try to one up you know as a doctor or a team member, whoever you are might be listening to this when patients talk with you listen to them, be happy for what they’re doing, listen to them but don’t try to again one up them and say ‘oh yeah well you did that but I did,’ don’t be the dominant talker, your patients a lot of them, believe it or not they come to your office and they just want to be heard. They’re there for dental care of course but they want they want to engage in a conversation, they want to have somebody to listen, so the last thing you want to do is kind of brag about what you’re doing ‘oh my house is bigger, my car is better, I went on a better vacation, don’t even go there.’ In fact don’t even talk about yourself, you don’t need to do that at all, listen, be happy for what they’re telling you, and that’s pretty much it.


Dr. Richard Madow: Yeah someone would say like ‘doc I got a crazy story that happened to me, you won’t believe this, I was on an airplane and this and this,’ and ‘oh it’s nothing compared to when I fell out of an airplane,’ people do it all the time.


Dr. David Madow: Yeah too much.


Dr. Richard Madow: Number eight, I don’t think we need to spend a lot of time on this one, smile especially in dentistry but in every aspect of life. Have a smile on your face, sometimes there’s just nothing left to do but smile, smile, smile but it’s so important, it radiates through your entire being and others can feel it too, and I don’t know if you have a comment but that’s all I want to say about that, have a big smile on your face, not a stupid shit eating grin as people say, but a real authentic smile.


Dr. David Madow: It’s really sure I’ve noticed in the past few years, if when you’re talking to somebody, if you just, if you look them in the eye which lets them know that you’re interested and you’ve got a smile on your face, it’s like worth a million bucks, there’s no question about it. So we’re both smiling, Rich and I are looking at each other in studio both smiling at each other.


Dr. Richard Madow: Mine’s a little forced.


Dr. David Madow: Number nine is that likable people, they make an effort to look their best but you know they don’t overdo it. So, you know you can imagine of course neither of us are going to recommend you look like a schlub or a schlep. Is there a difference being a schlub and a schlep?


Dr. Richard Madow: I think a schlub is more like-


Dr. David Madow:  Unkempt.


Dr. Richard Madow:  Yeah unkempt.


Dr. David Madow: Well a Schleper is kind of well a schlep is kind of like schlepy.


Dr. Richard Madow:  Kind of like Schleper.


Dr. David Madow: Don’t look messy, don’t look like you know but again on the other hand don’t overdo it and overcompensate it, be one of these people. If you’re a male or female you don’t overdo it with makeup, don’t overdo with jewelry, you don’t have to wear the most expensive clothes in the world, you don’t have to have like all the products on your face and your hair to look perfect. I say look like a normal person and don’t try to look like you’re a flipping millionaire either with like all this fancy stuff, just look regular and I think you’ll be easier for your patients to accept you and kind of identify with you, and bond with you but just look like a neat regular person.


Dr. Richard Madow: Yeah clean well groomed.


Dr. David Madow: Yeah exactly.


Dr. Richard Madow: Yeah clean clothes, they don’t have to be fancy clothes but clean well pressed, tucked in if they’re supposed to be tucked in, shoelaces tied, just look like you put some effort into it.


Dr. David Madow: Good groomed but not like overly made up or fancy, fancy jewelry and all that’s, I think that’s a little overboard in my opinion.


Dr. Richard Madow: Make sure your toupee’s on straight.


Dr. David Madow: Is mine?


Dr. Richard Madow: Yours a little bit off to the left or to the right; I’m kind of a mirror image. Okay number ten, final way to be likable and that is respect the opinions of others. I think needless to say with your patients don’t get into politics or religion or hot topics like that, but no matter what the topic you’re not going to agree on everything and you’re not going to believe or agree with everything you hear, but at least listen and respect the opinions of other people, you know if you’re a likable person, you recognize that there’s fact and there’s opinion and you realize that everybody sees things differently. So, don’t get involved in debates with people, and try to respect opinions that are different than yours and when you do, it really shows through people liking you more. I mean if you want to say politics for example just say you know fifty percent of the people are on one side and fifty percent on the other that means that you’re not going to agree politically with half the people you meet. But do you want them to think you hate them? No, you want them to think that you respect them. So just try to really listen, understand opinions and respect those of others.


Dr. David Madow: Important point and I think all ten a really good, so if you’re listening to this and you want to make sure you got them all, go back, listen, make sure you’re doing pretty much all ten of these because there’s nothing we’re giving you that’s like so far out there that I like three out of the ten, no, no you should be doing, these are all of them; it’s not like pick and choose, it’s every single one of them is really important, so hey.


Dr. Richard Madow: Hey let’s just wrap it up with a quote from this guy, this author Travis Bradbury who actually helped us come up with some of these concepts, and his quote really wraps the whole thing up. It’s about likeable people he says and I just read this ‘they think about other people more than they think about themselves, and they make other people feel liked, respected, understood and seen. Just remember the more you focus on others the more irresistible you’ll be.’


Dr. David Madow: It’s kind of the theme of the whole show today, focus on others and not on yourself when you’re in conversations or in any kind of relationship with these people. It’s not about you, it’s about them so that’s good stuff.


Dr. Richard Madow: Who doesn’t want to be irresistible?


Dr. David Madow: Exactly, exactly so before we end today’s show we have a brand new little segment here. Well we didn’t do it in the first episode intentionally because the first episode was just kind of an intro, but we think we’re going to do it pretty much all the time now, it’s called the call of the day. Well we call a dental office and ask a simple question, it could be your dental office but we’re going to be beeping out, we’re going to beep it out, we’re not going to identify it, but it’s dental offices in the US of A and we’re just going to ask a simple question. So, go ahead and let’s have a listen.


Voice mail: Thank you for calling, for quality of service this call may be recorded.


Female Speaker: May I help you?


Dr. David Madow: Yes, how much is the cleaning please?


Female Speaker: With x-rays that brings you about two hundred dollars.


Dr. David Madow: Great thank you so much; appreciate that.


Female Speaker: Okay.


Dr. Richard Madow: OMG, the call lasts ten seconds, remember is a potential new patient, they’re worth money to your practice, some would say ten thousand dollars. There was zero effort made to have that person come into the practice, they didn’t even do it incorrectly, they just didn’t do it. There was no effort made to make sure that patient with a totally legitimate question becomes a patient in that practice, unbelievable.


Dr. David Madow: Hey you know what I think we should do, we didn’t talk about his ahead of time but we should probably give it like a grade like A through F.


Dr. Richard Madow: Let’s do it.


Dr. David Madow: How would you grade that one?


Dr. Richard Madow: You have to say F.


Dr. David Madow: I have to say F.


Dr. Richard Madow: I mean you could say the F means totally horrible, you know condescending, cranky mean person which this person was not.


Dr. David Madow: No they weren’t but-


Dr. Richard Madow: But they made no effort to get that person in.


Dr. David Madow: And they will never be able to contact that person again, that person was obviously looking for a new dentist and when they just said ‘okay thank you,’ and hung up, that’s the end.


Dr. Richard Madow:  You’re right, no contact info.


Dr. David Madow: Nothing, we have to give an F.


Dr. Richard Madow: My favorite part was how they said ‘we’re recording this call for quality control purposes.’ Well I don’t think you’re listening to your recorded calls because if you did they wouldn’t be that bad, like what happens now with this recorded call, does anybody listen to it or critique it or help that person become a better team member?


Dr. David Madow: That’s to be determined, maybe not, who knows but we’ll do another call of the day next episode but until then-


Dr. Richard Madow: Maybe to you.


Dr. David Madow: Give us your number; we will call you, until then hey it was great hanging with you today, I’m Dr. David Madow.


Dr. Richard Madow: Dr. Richard Madow we are your co-hosts on The Dental Practice Fixers and we’ll see you next time.

[Music Playing]


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Welcome to The Dental Practice Fixers! After 30 years of creating success for docs, we figured it was time to jump into the podcast pool! We know there are many dental podcasts to choose from but we feel this will become your absolute favorite. We start each episode off with a quick tip and then quickly get into our topic. And we end each episode with a secret shopper call to a random dental office somewhere in the country (or maybe elsewhere). Thanks for being here. If you like the show, please take a few minutes to rate us on iTunes! Thank you very much. ~The Dental Practice Fixers



Dr. Richard Madow: Welcome to the very first edition of The Dental Practice Fixers. I’m your co-host, Dr. Richard Madow and I’m here in the studio with our other co-host, Dr. David Madow.

Dr. David Madow: Hey, great to be here, Rich. How… this, this feels great being in the studio doing this with you today.

Dr. Richard Madow: It really does, you know, it’s interesting. We’ve talked about doing a podcast for a long time here at The Madow Center for Dental Practice Success and we finally decided it’s about time to start the Dental Practice Fixers podcast. So, this is exciting.

Dr. David Madow: Well, wait a minute. We waited 29 years to do this.

Dr. Richard Madow: Only 29?

Dr. David Madow: Well, you know, here’s what we do. I think we let everybody else kind of test the podcast-based first and there’s so many… let’s face that there are a lot of dental podcasts out there. We patiently waited 29 years, now we’re ready and it’s gonna be fantastic. It’s gonna be really good.

Dr. Richard Madow: You know, on the other hand, we were kind of the original dental podcasters with our Madow Brothers Audio Series, which we’ve been doing for two decades, predated podcasting but that’s totally different than this. That’s an interview, that’s where we bring on somebody from the dental community or business community every month. This is completely different, this is just the two of us, kind of raw, bantering, unrehearsed, and hopefully giving fantastic information to all of our listeners that will really help your dental practice and maybe even your life.

Dr. David Madow: And we haven’t even… Rich, we haven’t set ground rules here but I’m, I’m gonna say like to you and to our audience, anything goes. This is gonna be like you said, raw, down and dirty, anything goes.

Dr. Richard Madow: I’m not gonna use foul language though, [crosstalk] to know foul language.

Dr. David Madow: Well, if, if it slips out, it slips out. We’ll see, we’ll see what happens. [Laughs] We can’t promise anything.

Dr. Richard Madow: Yes. As everything else we do, way back to our original dental newsletter that again predated the internet, that was kind of an anything goes format.

Dr. David Madow: Hey, that has foul language. If you remember, if you remember.

Dr. Richard Madow: But it was in front. We didn’t have to actually say [crosstalk].

Dr. David Madow: Oh, that makes it different. Okay, I got you, okay, okay.

Dr. Richard Madow: So, anyway, hey, it’s, it’s great to be here. We’re gonna have fun. We really hope you enjoy the podcast. Today is gonna be a little bit different because we know that since this is the first episode, there will be some listeners that don’t really know a whole about me and Dave, and even people that know about us that have been to our seminars, read our publications, things like that, maybe don’t know the backstory of how we got started in this whole thing of helping dental practices because we both are dentists, licensed dentists, although neither of us practice anymore but we thought it might be fun and interesting and maybe a good intro to tell you a bit about the early days of our dental careers, how those things happened, how we got started in The Madow Center For Dental Practice Success which was called Creative Management Resources way back when, and just give you a little background because it really has been a long strange trip.

Dr. David Madow: Long and strange and very trippy of course. So, I don’t know, you want me to go… you want to… can I tell my backstory first?

Dr. Richard Madow: You are older so why don’t you start.

Dr. David Madow: Oh, you just revealed that I’m older, huh.

Dr. Richard Madow: Your backstory happened before mine.

Dr. David Madow: Okay. Well, let’s talk about that then. And so, I kind of try to make it brief but as you know, Rich, somebody, somebody like really weird things happened to me like my graduate… I’ll start off at the point when I graduated dental school. It’s given that we both graduated dental school, okay. I’m not… we’ll talk about dental too much but that was definitely a trip in itself. But okay for dental school, I didn’t really… and I know how you feel, Rich and you’ll talk about yours a little bit but I didn’t feel like I was ready to like go out into the like real world and start seeing real patients yet. I felt like, you know, okay, I graduated dental school, I was a doctor but I just thought I needed some more training before like experimenting on, on real people. Well, you know, on my real patients. So, I am actually found… I got accepted into this General Practice Residency down in Greenville, North Carolina. It was at a hospital, Pitt County Memorial Hospital. It was East Carolina University School of Medicine so it’s like a med school hooked up to that and it was like a really cool year. I went into this residency, it was run by Dr. Garrison who actually used to be a professor at Maryland Dental School so I knew the guy, good guy. And he pretty much run the show and kind of lot of dental experience, you know, pretty like did perio, endo, removal, surgery. I did learn a lot about dentistry but also since it was connected to the medical school, I got a lot of medical training too. I mean, they really… as a dentist, they had me like sewing up arms and legs and getting into surgical procedures and doing physical exams on people. It was crazy but after the year, I felt like I really had a pretty good grasp, well, not only dentistry but, but medicine and I felt really well around and I felt very confident. But maybe not confident enough to start my own practice. I just did… I just felt like I wanted to still experiment on, on maybe other people’s patients for a while so I came back to Maryland. We’re both from… Rich, you know, we’re both from [inaudible 05:18] live in the Baltimore, Maryland area our whole lives and I started looking for associateships, and I put the word out there. I don’t even remember how you did it in those days. There’s no internet so I don’t know how they sent resumes. I don’t even remember how do we do it back then.

Dr. Richard Madow: Well, I remember how I got my first associateship. It was nepotism but that’s a different story [crosstalk].

Dr. David Madow: I remember that one very well. But I guess… I don’t know, I guess I called around or got the word out or sent story, sending resumes to dental office. I’m not really sure but it’s some interviews but I remember this guy named Dr. Thomas Drucker accepted me to become his associate. And he had another associate there, Dr. Grover and I thought… that’s a great name, Dr. Grover, he was a groovy guy. But [laughs], but I went in there the first day and it was a decent enough practice but Drucker was kind of old school. He was not an old guy but he looked old. He just looked… everything about his practice was just kind of old fashioned. And here I was, this younger guy who finished dental school and do the residency and I’m reading up on marketing and continue my education. I’m trying to learn and immerse myself in this whole like dental world. And Drucker is like doing everything like that I learned not to do like old school like for example I remember he would… people come in with insurance and he’d treat them and he… instead of sending to the insurance company, he would have the stack of papers on the shelf that he… that insurance companies owed him money for, for treatment, he would hold them for like a month. And I said to him, “Well, Dr. Drucker, why don’t you send this in and increase the cash, get the cash flow there.” I mean, it wasn’t my practice, I couldn’t tell him what to do but I remember the phrase he used, he said, “Dave, this is money in the bank. I’m gonna keep it here for the month and after one month, we send them all.” I’m thinking, this is just…

Dr. Richard Madow: Did he make you call him Dr. Drucker like that?

Dr. David Madow: He did. I had to call him Dr. Drucker. I think I called Dr. Grover, I think I called him Andy but I called Dr. Drucker, Dr. Drucker. But these patients probably had another name for him if you know what I mean. Rich, I’m telling you, this guy was, this guy was crazy and he just did stand up dentistry, not that that’s the end of the world. He did stand up dentistry but I remember he was… he kind of sometimes came in with a cane. I don’t know he had some kind of injury [inaudible 07:25] or had an injury or something. And sometimes when touching them with the instruments or whatever, they said, “It hurts, it hurts, it hurts,” and he would say… he didn’t believe them, sometimes he would take the cane and like slapped them in the back and they, they go, “aww, aww,” and he say, “No, that is pain, that is pain. This is pressure,” and the patient just wouldn’t know what to say [chuckle]. It was weird. But I didn’t stay there that long, I just didn’t like it but I took… I found another associateship and that was… I had weird things too. I won’t even go into the whole thing but I just felt after like a couple years of doing these associateships that I wanted to start my own practice and… because this is the only way I’m gonna be really able to do the dentistry that I want to do the way I want it, the way I want and not the way Drucker or this other guy, Dr. Wayne, it was just not, so I started a practice and I sort of remember like it was… you remember, Rich, you remember this, it was in a townhouse office building. It was beautiful, really well-equipped and just it was a beautiful place in Ellicott City, Maryland. And on day one, I’m sitting at my front desk, looking at my watch, waiting for the phone to ring, zero patients. It was scary because I was making no money. But oh, I had signed a five-year lease, the landlord wouldn’t let me just go month to month, you know, I had signed for five years so whether I was successful or not, I had to pay this landlord a very large rent payment every month for 60 months, 6,0, 60 months. And so, I was scared because I borrowed money from, from the bank, from like from Mom and Dad. They probably gave, gave me a little bit of money. And here I am with no patients but you better believe, I learned really quickly how to build this practice because I didn’t have a choice. I mean, I could either like flounder and try by trial and error but I had to earn an income because I owed a lot of people money. So, I made my point to make this the best practice I possibly could and over a period of time, I don’t know whether it was… I can’t remember whether it was like 6 months or a year or two years, I don’t remember exactly, this was a long time ago but I built the practice from scratch to really successful, and I was having fun. It was not like, you know, my residency was okay, it was fun. Drucker, working for him and Dr. Wayne, which I didn’t really go into that whole story, that was not really a lot of fun. But this was finally fun because I was doing the dentistry that I wanted to do, the way I wanted to do. I was running my business which let’s face it, dental practice is a business. I was running it the way I wanted to run it. Did I make mistakes? Yeah. I made a ton of mistakes but still I was growing a practice, enjoying it. And also the other thing I was trying to do was waiting for you to graduate dental school. I figured we’d probably ultimately… I don’t know if we would do something together but I was waiting for you to graduate dental school so we could at least have some fun in this together.

Dr. Richard Madow: Well, you know, it’s funny when you were talking about your beautiful townhouse office and you started truly from scratch so everything was new, the equipment, the chairs, the reception area, new. I was in dental school slaving away in the clinic, you know, and that’s a rough time and you just dreamed of that day when you get out of dental school in your… in real private practice and how great it is and I went to see your brand-new office and I couldn’t believe that thing was beautiful. And yeah, the big sign outside, it just looked great. Little did I know that, you know, you were in debt because of this space. You had your, you know, your equipment loan and all that stuff, your lease, very few patients, all these things. I think it’s really typical, you know, to an outsider, almost metaphorically the life of a dentist looks great and they don’t realize that dentists are very often financially struggling. They have debt they’re worrying about. You know, we’ve heard so many stories of young dentist taking the practice loan, buying the Mercedes and everybody on the outside thinks their life is perfect when meanwhile, it’s far from it and I’m sure in those early days, you were really under a lot of pressure to succeed. Unfortunately, you know, worked that well for you but it’s the old story you never know it’s going on [Crosstalk] from the outside. You look in your practice, you would think, “Oh, this young guy is on top of the world,” but the first couple of years are tough.

Dr. David Madow: Well, little did they know, I had, had a mortgage, I had probably, probably couple car loans because, you know, I was married and, and my wife and I had car lo- and we didn’t pay. There’s no way I paid cash for cars so it’s a mortgage, car loans, practice loan, a lease for 60 months. Yeah, I was trapped and it was… but maybe I was naive and I wasn’t really even that scared but maybe that was stupid not to be scared, maybe.

Dr. Richard Madow: Well, whatever but I think it’s just typical, you know, and again in our years of coaching, in visiting dental practices, we can go to this practice that looks so beautiful and the doctors, you know, well-dressed and meanwhile they’ve… they’re in debt, they’re not making any money, you just never know. And I think, you know, if you’re a dentist listening to this or a team member and you maybe have a little envy about another dentist’s success, just remember you never really know what’s going on there.

Dr. David Madow: Truer words have never been spoken. I learned… but actually we learned that there are a lot of dentists out there that are, you know, giving that, giving that image, portraying that image that everything is great and suc- and driving a fancy car [crosstalk] but let me tell you something. Yeah, once we start coaching or talking, we find out, we find out other way. It’s very, very scary.

Dr. Richard Madow: So, I’ll just tell you my history really briefly. I graduated University of Maryland Dental School in 1984. Dave graduated in 1980. There’s that four-year gap. I thought it would be a great idea to do a General Practice Residency as well. I got into a few… I remember one was in Buffalo, one was in Toledo, Ohio. I was deciding which of those towns to spend the next year and then somehow miraculously got accepted into a GPR in Miami Beach, Florida, Mount Sinai Medical Center. It was incredible, great residency, beautiful hospital, actually right on the water. I’d live… my entire drive to work was over a Causeway which is a very long bridge across the intercostal water so it was just beautiful. Great residency. A lot of medicine there. I actually did a full-month of anesthesiology where I was in the OR every day, intubating patients. Looking back on it, they never really taught me how to do it, it was just… it was incredible. I’m treated the same in GPR. I did a lot of things that I didn’t really know how to do. I mean-

Dr. David Madow: One of the first, one of the first days I was there, there was like an accident down on [inaudible 13:22] 95 and they had people lined up in the ER. And they called me in in the middle of the night actually to help sew up their arms and legs because I guess they were short physi- and I thought I was going in for a dental emergency then and they said, “Get in right, it was like within three so,” and I’m thinking like, “How do I do this?” They really didn’t teach me how to do it.

Dr. Richard Madow: I kid you not. I remember this day, I was having lunch. I was in surgery rotation, I think it was medicine rotation with a Chief Resident and a bunch of other residents and the Chief looks to me and says, “Dr. Madow, I need you to go see this patient to a vaginal exam,” I swear [crosstalk] and I said, I remember his name was Jessie. I said, “Jessie, I don’t really know how to do that,” and he’s like yell, “What’s the big deal? It’s just a vagina,” and like everybody in the cafeteria heard and they were looking at me and I’m blushing. Maybe they thought I was asking her for sex advisers. I mean, I swear. So, when I finished the GPR, it was fantastic. I got back just like you, Dave. I wasn’t ready to start my own practice. I wanted to get some experience so I worked for an uncle who was a dentist. He ga- he actually gave me a pretty generous offer. I thought things were gonna be great until I realized this guy was the cheapest person on the face of the earth but only when it came to me. For him, he would use all the best materials and equipment. He would just pu- he put me in this room with a hand piece that I guess it was the whole unit that didn’t work, there was like water flowing everywhere. It couldn’t… there was… it couldn’t be controlled. Every patient was completely drenched and it was ridiculous. Then, one day, I was doing a surgical extraction, I asked him… people are not gonna believe these stories but I swear they’re true.

Dr. David Madow: Yeah, I’ll tell you some. You can’t… well, you can’t make these things up.

Dr. Richard Madow: I asked him where they kept the sutures [crosstalk]. He said, “Well, you don’t get to use sterile sutures, they’re too expensive. Here’s a spool of thread, stick this in the sterilizer and use just black thread.” And I’m [crosstalk].

Dr. David Madow: Is that honestly true?

Dr. Richard Madow: Honestly true. I swear 100% true.

Dr. David Madow: You went up to like Joanne fabrics and got like [crosstalk].

Dr. Richard Madow: He had his full thread [crosstalk], I guess from the last associate. Yeah.

Dr. David Madow: Oh my God.

Dr. Richard Madow: A week later, I was there on a very busy Saturday and saw that he was putting my crown patients on his schedule and I just walked out in the middle of a busy day. I said, “Uncle,” I won’t give his name, “I’ve had it.”

Dr. David Madow: His not gonna be exactly be listening to this thing. I think you can give his name.

Dr. Richard Madow: I left. I just walked out in the middle of the… needless to say, my relations with that side of the family weren’t so great for a while. But I found another job, it was a very busy blue-collar practice, things were going great. I was making some decent money, getting a ton of experience. I had a little spat with the owner one day and came in the next day, I was the guy that opened the practice that day. I was the first one in and the door was locked but I realized my key wasn’t working. This guy wanted to fire me but did not have the guts so he changed the locks in the middle of the night. I was the first one in, it was a blue-collar emergency-based practice, there are already people waiting at the door. I just like said to them, “I think my key is jammed. Let me go figure this out and I drove off into the sunset.” So, the stories are believable but true. I finally found the practice that I wound up purchasing and that became my dental practice. It was in an area I wasn’t that familiar with but I’d say middle-class, middle, middle-class, lower to normal middle-class, great neighborhood, fantastic patients. It was a bankrupt, failing practice that was for sale and, you know, a lot of people said, “Don’t get yourself in a situation like that.” But I thought the practice had a lot of potential. The neighborhood seemed to be growing. I purchased this practice, somehow secured a bank loan. I think dad cosigned on it. Dad had a lot of confidence in us. He has faith. Yeah, I will give him the credit for that.

Dr. David Madow: He cosigned a lot of stuff I think.

Dr. Richard Madow: Yeah. So, he cosigned my practice note and I bought this practice and built it up and never looked back. And I really enjoyed a lot of success. I was asking you for advice quite a bit because you were four years ahead in your practice, already really successful at that time. And we used to have… we didn’t realize at the time but we had mastermind or brainstorming sessions just about every night trying to figure out how to grow our practices.

Dr. David Madow: Yeah, I remember that. We lived in, well, not kind of in the exact same neighborhood but I think we were… there was like… we were two doors away from each other. There was a neighbor in between our houses but a lot of times, what we will do… I think probably almost every night, we finish dinner, I think when the kids went to sleep, you and I would get together and just talk about some of the things that were going on in our practices. And yeah, we did… like you said, we didn’t realize, it wasn’t like a formal mastermind or brainstorming session but I started giving you some things worked in my office. You tried them, you would in turn [crosstalk].

Dr. Richard Madow: I gave you things that weren’t working in mine, right?

Dr. David Madow: I stayed away from… I didn’t do those. I said, “I’m not doing that thing. I ain’t doing that.” But but it seemed like through the… and they were free, you know, nobody was charging us anything but you and I would just get together and seem like through these like little masterminds, brainstorming type sessions, I can’t remem- I think that was good for both of us but I know my practice was flourishing. It was doing really well. You said the same thing about yours. We really grew our practice [crosstalk].

Dr. Richard Madow: And then, we start to mastermind with other dentist in the area, kind of form a little study club. You know, one thing we really like to talk about at out seminars is mastermind with other dentists. You’re not competitive, you know, find dentists in other areas if you’re worried about that but learn from each other’s success and mistakes. It’s so, so valuable.

Dr. David Madow: Yeah, that’s… I mean, that’s one of the ways that we really both grow our practices significantly. And we are both having fun.

Dr. Richard Madow: Absolutely.

Dr. David Madow: We were loving it.

Dr. Richard Madow: It was great. So, okay. Here we are, two dentists, brothers, practicing on different sides of town, very successful, and something a lot of people asked is, why… how did you wind up getting into this area of dentistry where you help other dentists, where you do seminars, where you write and publish, where you do all these things, coach, all things, you know, help with marketing, to help other dental practices? So, it’s kind of a crazy story. Maybe I’ll start and you’ll, you’ll continue but-

Dr. David Madow: Yeah, sure.

Dr. Richard Madow: Dave had actually a friend who developed this collection form for businesses where businesses that had customers who weren’t paying, we get to send this form and we’re looking at it one day and thinking, “You know, this could be really completely changed and adapted it for dentistry.” So, we, we developed this collection form. We changed it completely, it was an old-fashioned form, the kind where you write on the top and there’s a bottom copy and you mail the bottom copy in a window envelope to the patient because it looks really scary and threatening. And we used them in our practices and patients paid. It was unbelievable, this collection form. We said, “Wow, this thing really works.” So, we thought, “Maybe some of our friends could use this thing too.” So, we gave some of our dental friends this collection form, said, “Try this. This is unbelievable, we have patients that owed money for three years that we thought died and they came in with a check or with cash the next day after they got this form,” and we thought, “You know there is really something to this.” So, we were at the ocean, on the East Coast here in Maryland. Rehoboth Beach, Delaware is one of the big vacation sites. So, we’re there with our families, with our kids, our wives and Dave and I walk up to the boardwalk to get the kids some sunscreen. And we’re up there having a beer, thinking, “You know what, maybe we can make a business out of this collection form.”

Dr. David Madow: Well, yeah, I think the beer thing… because yeah, they were expecting us back pretty soon with sun tan… with sunblock, or sun tan, whatever you called it back in those days, I don’t even know. They didn’t have like all that different SPF 20 to, you know.

Dr. Richard Madow: It’s just called [crosstalk].

Dr. David Madow: Yeah, it was like sunscreen. Get some sunscreen. Done, done. But-

Dr. Richard Madow: Get some sunscreen.

Dr. David Madow: So, yeah, we took a little detour and stopped in some kind of, some kind of like cool little open-air bar on the boardwalk and-

Dr. Richard Madow: I remember it well.

Dr. David Madow: I remember it really well and I think we, we looked to each other and said, we might have something here with this form. This is… there’s really something here because we tested it with some friends of ours that were dentists and they sent it out like Rich said, money was coming in very quickly and a lot of money was coming in different practices. So, we kind of right then and there like took out one of those cocktail napkins kind of like, it was… who was a [crosstalk], they kind of tell you designed kind of [inaudible 21:09]. We didn’t know at that time but we took out a cocktail napkin and started jotting down some notes to how we’re gonna be able to help other dentists collect more money. And that was kind of the start of our business. We called it back then, we started by calling Creative Management Resources and we started doing direct mail for these, for these collection forms and as it turned out, dentists all over the country got a sample. They were able to try it, if they liked it, they were able to order like a supply of these things. And that’s how the business started.

Dr. Richard Madow: It was true. It was a kitchen table, a Toyota pickup truck that actually wasn’t even ours. It belonged to my Dental Office Manager.

Dr. David Madow: Oh, right, right.

Dr. Richard Madow: And a rented P.O. box and we had a little ceremony, every Monday night, we meet at the rented P.O. box and, you know, at first there would be a few checks in there. It was unbelievable. Then, a few more. Then, eventually, that thing was so crammed with checks. We didn’t even take credit cards and I think we’re still trying with checks that we could barely get the thing open and we, you know, we had to take out a little office. But the word kind of got around that we developed this collection form and Dental Economics asked us for an article. We submitted an article there. They loved it. We submitted a few more articles and we’re thinking, “Why are we doing this? They pay us $50 every time they publish an article. Why don’t we start our own newsletter? We can say whatever we want. We can, as you said, use foul language. We can tell everybody how badly insurance companies were and just tell like it is.” And that newsletter became a nationally circulated newsletter with thousands of subscribers. We were having a ton of fun [crosstalk] and still practicing.

Dr. David Madow: What is it called? It’s called?

Dr. Richard Madow: It was called the Richards Report. We weren’t sure if we were gonna make fools out of ourselves so we combined our names and made up a fictional doctor called Dr. David Richards. We didn’t even use our real names and that’s why this was called the Richards Report.

Dr. David Madow: Because we both had practices and we were worried like the word we get back that these guys are doing something. So, yeah, we want to use like kind of this, this pseudonym, fictitious name, Dr. David Richards, hence the Richards Report.

Dr. Richard Madow: Then, when people really loved it, we thought, “Oh, you know, let’s use our real names because, you know, we got something really cool here.” So, we switch that. After a few years, we started calling it The Madow Brothers Newsletter. I can’t even remember what we called it, something like that.

Dr. David Madow: Madow something, The Madow- it wasn’t The Madow Report but The Madow Broth- Madow Monthly [crosstalk].

Dr. Richard Madow: Madow Mon-

Dr. David Madow: The Madow Brothers. It was not The Madow Monthly [crosstalk].

Dr. Richard Madow: I don’t know what it was called. How can we, how can we not remember [crosstalk] long time because the Richards [crosstalk].

Dr. David Madow: And that was also many years.

Dr. Richard Madow: And that was a classic and that’s what people know [crosstalk]. And, you know, it all kind of evolved organically. We… the business started growing. We decided we’re gonna have to make a choice here because we have full time dental practices, this business is full time. You know, we’ve got young families. What are we gonna do? We decided to pursue this venture fulltime of helping other dentists across, first across the country, then across North America. And then, across the world. People started asking us to speak. We really didn’t know what we were doing but we learned how to do it. We developed the speaking style and then one day thought, you know what, we should have a big, cool, multidental convention but one that’s a lot of fun, one that has music and a rock and roll feel and a lot of speakers and everybody in the same room and almost on a cocktail napkin like the other thing, this thing that was called The Richards Report Super Fall Seminar back then was born.

Dr. David Madow: And, you know, I think the only group that might have been doing something even closely remote to what our concept was Woody, Woody and Travis.

Dr. Richard Madow: Yeah.

Dr. David Madow: Woody Oakes and Travis McFee.

Dr. Richard Madow: Profitable dentist guys.

Dr. David Madow: Profitable dentist. They had, they had like a two- or three-day seminar back then. What was it? What was it called?

Dr. Richard Madow: I think they just called it Destin Spring Break Seminar.

Dr. David Madow: Maybe, maybe.

Dr. Richard Madow: It was always in Destin, Florida. And even when they moved, they still called the Destin Spring Break Seminar, I think.

Dr. David Madow: I think so but it was kind of serious, more serious, you know, they brought in speakers and had breakout sessions but our concept was not to make this thing not as serious so we would, we would go up on stage and we do dental parody songs. We started our very first one with that opening video of us riding bikes [crosstalk] through Baltimore City with a… to the song Bicycle by Queen. We just had this kind… and we did a lot of stand-up comedy staff and in between we had fantastic speakers.

Dr. Richard Madow: The best.

Dr. David Madow: From all over the world. So, this concept, The Richards Report Super Fall Seminar. Well, I remember the first one we did in Baltimore. We sold out very quickly but we said with only like 300 people, 300 seats.

Dr. Richard Madow: Still we had to reserve this hotel ballroom. We didn’t know what the heck we were doing. We signed the contract, we didn’t know if one person would show up.

Dr. David Madow: We didn’t, we didn’t.

Dr. Richard Madow: But amazingly and thankfully, they did and seemed to enjoy it.

Dr. David Madow: Yeah, so it went well and the next year, we looked at each other when it was over and we looked to each other and said, “You know what, why don’t we… let’s take this into Vegas?” And I think one of us might had said, “Well, I don’t know, that’s like a big step. Let’s just do it, let’s take it to Vegas.” And so, we, we took it to Vegas the next year, doubled our registration. We had 600 people sitting in the room, which back then was not bad. It looked like a full room.

Dr. Richard Madow: It was incredible back then.

Dr. David Madow: Yeah. Then, the year after, we kept in Vegas. We added… I don’t know, there might have been like instead of 600, it might have been 9… close to 900. It kept getting larger and larger every year. It was… it turned out to be… and also it was called The Richards Report Super Fall Seminar back then for the first few years but as people started loving this thing, coming back and coming back every year, people… the attendees themselves, not us, they started calling it The Best Seminar Ever. They were just, “Hey this is the best seminar ever,” and that really caught on. And then, we shortened The Best Seminar Ever to TBSE which is kind of known… this known… it has known now, TBSE.

Dr. Richard Madow: And it’s still going on, still going strong, thousands of people attend every year. We bring in the best speakers from all over the world. It’s still feels like a rock concert although a lot of other people have kind of copied the concept and that’s fine. We love it, there are a lot of great seminars out there but check out TBSE if you’re not familiar with at tbse.com. Maybe we’ll see you there and hang with you this year. That would be fantastic. So, in a nutshell, well, that was really nutshell. Just a few minutes, we talked about our history as dentists how this whole Madow Center for Dental Practice Success got started. Of course, we’ve done a ton of other things over the years, helping practices with their marketing. You know, we’ve done a lot of distance learning, our Madow Brothers Audio Series, all kinds of great stuff. And of course, our favorite thing to do is our coaching where we and our coaching team help individual practices grow and learn, make more money, have more fun, just have a better life as dentist and dental member. So, it’s, it’s been a long, strange trip. How long we’ve been doing this?

Dr. David Madow: This, as we’re recording this, it’s… Rich, I’ll tell you, it’s almost exactly 29 years because we started this… the date we had at Rehoboth Beach on the boardwalk, that was summer of 1989.

Dr. Richard Madow: Wow.

Dr. David Madow: As we’re recording this right now, it’s close to just a bit summer of 2018, right? I mean, we shouldn’t date this but it’s okay, you know, look, that’s, that’s where we are right now. So, 29 years helping dentists, masterminding with them, doing and speaking to dental groups, coaching. Our goal… for 29 years, we’ve just been helping dentists grow their practices, improve their lives, not only dentists but team members as well. So, this episode right now, it is kind of like the first episode, just a little bit of history about us.

Dr. Richard Madow: The intro.

Dr. David Madow: The intro but, but from here on out, starting with episode two, we’re gonna do some really cool things. First of all, they’re gonna be a bit short, we’re gonna try our best to keep them to about 20 minutes. But we said, for this episode, just anything goes. We just wanna set the stage and tell you, our listener, you know, what we’ve been up to for the past 29 years and why we’re doing this epis- why we’re doing this podcast now. And but each episode will be about 20 minutes, it will be only me and Rich. We’re not gonna bring in special guests We might have one of our, one or two of our coaches at some points come in, do a little special something. But mainly it will be the two of us but we’ll have a theme to each one and we’re gonna… our plan is to help you, in each episode, help you with something in your practice; that you listen to it for 20 minutes or so take-away and it will be something that will truly improve your practice or maybe even your life at some point.

Dr. Richard Madow: Hopefully, I think it will and also just to keep really fun, we may do some crazy things like some secret shopper calls, our call of the day. So, you can see it is really important, you’ll have a lot of fun but you also learn some great phone skills for your practice because without successful telephone skills as you know the practice is in big trouble. We’ll try to bring you a lot of really quick tips to save money in your practice or earn more money in your practice, something we’ll talk about for 20 seconds. Boom, right off the bat, that will help you. We like to think that will make the entire episode worthwhile so things like that to keep it fun, keep it interesting, keep bringing you great information. So, we are really, really excited about the Dental Practice Fixers Podcast. Tell your friends, tell everyone you know and we wanna be with you.

Dr. David Madow: What you just said, I wanna just… I wanna expand on it a little bit because we… our plan is to start… starting at episode two, start off the episode with a little quick tip that’s gonna… even if you only listen to that. We hope you listen to the whole 20 minutes but even if you only listen to that, you’re gonna get a great tip because it reminds me, Rich, very, very early on in our Madow Brothers business, remember we bought those two brother consult [crosstalk]. Where they come? [crosstalk]

Dr. Richard Madow: They were actually from Kansas City [crosstalk] but they were in New York. They claimed, they claimed they had a meeting in New York. I think it might have been with their drug dealer but-

Dr. David Madow: They were little crazy.

Dr. Richard Madow: They claimed they had a meeting in New York so they took the train down to Baltimore and met us at our office.

Dr. David Madow: I remember like we were not really sure if it’s gonna work. We hired these guys to come in for a full day and help us with our business but we weren’t really sure how good it would be but I still remember this and I know you do too and this is kind of what we’re basing this idea thing in our podcast. So, the… within the first five minutes when they came to our office, they said, “Okay, we’re gonna pay for this day right now. Before we get started, we’re gonna do something, we’re gonna share something with you. It’s gonna more than pay for our fee,” and they did.

Dr. Richard Madow: They did and then on the rest of the day, it was kind of a waste of time but [laughs] we, we still remember and still talk about it because they absolutely fulfilled their promise. They were pretty free after that first five minutes.

Dr. David Madow: They saved us a fortune.

Dr. Richard Madow: Yeah.

Dr. David Madow: In the first few minutes, a fortune. And so, yeah, so then even though they didn’t have like a whole lot of informa- no, our podcast is gonna be different because we’re gonna still have information. After we share the initial thing-

Dr. Richard Madow: And it won’t take you a full day to listen to each episode, just a few minutes.

Dr. David Madow: Right, 20 minutes or so. But what we’re also gonna do is we’re gonna try this and it’s gonna be cool especially for some of your music friends and music geeks out there, we’re gonna play a special theme song. It’s gonna be different on each episode. We’re gonna try our best to do this and it’s gonna somehow tie in with what we’re talking about so you can figure it out if you wanna send an email. Once you figure it out like how… what the tie in is, feel free to send an email to info@madow.com. It will be fun to kind of play along with that as well.

Dr. Richard Madow: Or even a suggestion. We love suggestions.

Dr. David Madow: I think it’s a great idea. And not only that, if you have a question, send us an email info@madow.com or you can put it on our Facebook page, that’s… we got a group right now called The Dental Place. Send us a question anyway you wanna get to us and if it’s a good question, we’ll try to answer it on our show, from time to time we answer some questions as well.

Dr. Richard Madow: Fantastic. Well, thank you so much for listening to the first episode of The Dental Practice Fixers. I am your co-host, Dr. Richard Madow.

Dr. David Madow: Along with Dr. David Madow and we’ll see you next time.

[Music Playing]