David Madow, Author at The Dental Practice Fixers
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David Madow

Can Staff Turnover Be Eliminated Once And For All?

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On today’s episode a listener writes in with a problem that seems to plague dental practices all across North America – team turnover. But don’t worry – The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) come to the rescue! Many issues that can cause rampant turnover are discussed and great solutions are offered. Then on the “Call of The Week,” a dental practice is called with a simple question – should a missing tooth be replaced. Much misinformation ensues, and then not one, but TWO cardinal rules are broken. You gotta give it a listen! 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!


Can Staff Turnover Be Eliminated Once And For All?

Why Aren’t My Patients Using Our Financing Options? They Will Now!

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On today’s episode a listener writes in with a great question. They are offering excellent payment options such as CareCredit, but patients are not saying “yes!” This problem is costing them tens of thousands of dollars in practice revenue each month. But don’t fret – The Dental Practice Fixers (Dr. Richard Madow and Dr. David Madow) show a foolproof way to get patients to give the go-ahead and get their treatment done! The theme continues on the “Call of The Week” as we ask an office about the payment options they offer. This was a softball of a question, but they just could not get it right! 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!


Why Aren’t My Patients Using Our Financing Options? They Will Now!

 

The Most Powerful and Quickest Way to Dental Practice Success

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Today we have a listener write in with a very interesting question. He is 55 years old and is finally ready to take his practice to that “next level.” He asks The Dental Practice Fixers what the number one thing is that he should do? This is a great question! Do you have any guesses? What is the fastest and most predictable route to dental practice success? Tune in to find out what Dr. David Madow and Dr. Richard Madow have to say about this. Then of course we do the call of the week. We call an office asking this question – We have a family of four who want to get started so what day of the week is the best for us to all be seen? How do you think the office did? You need to listen to this one. 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!


The Most Powerful And Quickest Way To Dental Practice Success

 
 
 Voice  Recording: The Dental Practice Fixers Podcast is brought to you by the Madow  Center for Dental Practice Success. To find out how we can help increase the  success of your practice, check out madow.com or call us at 1-800-258-0060.
  [music  playing] 
  Dr.  Richard Madow:  All right, I am ready to make my practice rock. What should I do? Tough  question. 
  Dr.  David Madow:  Great question. 
  Dr.  Richard Madow:  Maybe we’ll get more into that when we do our reader or not reader, listener.  I’m so used to the email format. Our listener question this week. Welcome to  the Dental Practice Fixers Podcast. I’m Dr. Richard Madow. 
  Dr.  David Madow: Dr.  David Madow. We have great show for you today. Thank you so much for being  part of this whole thing. Let’s get right into it Rich. What do you think? 
  Dr.  Richard Madow:  Get down to it. 
  Dr.  David Madow: We  received this question just the other day. I promised this person we’d put it  on the show so here we go. Hi Rich and Dave, I am 55 years old, been  practicing for 27 years. I am finally ready to make my practice as good as it  can be. Everyone has an opinion on what is the most important thing I can do  to get back on the road to success. But I wanted to ask the guys that really  know the answer to this question. So here it goes, guys, what is the number  one thing I can do in my practice? Thanks in advance, Dr. – he didn’t say keep  it private so I’ll give his name, Dr. Ron Sherman. 
  Dr.  Richard Madow:  Dr. Ron Sherman, I have to admit, sometimes when dentists ask to keep it  private, we do just put a fake name out there or do full disclosure rather  than just say keep it anonymous. It’s just a little more fun. I’d say about  50:50, that’s the real name versus… 
  Dr.  David Madow: The  odds are about 50:50. Dr. Ron Sherman… 
  Dr.  Richard Madow:  Do we know where he’s from? I’m just curious. 
  Dr.  David Madow: We  don’t really know. He didn’t say. 
  Dr.  Richard Madow:  All right it’s fine. Not that it would matter.  
  Dr.  David Madow:  We’ll give the same advice. 
  Dr.  Richard Madow:  This question kind of reminds me of when someone says something like, I just  have one question. Six parts… 
  Dr.  David Madow: How  about when somebody says, I just have a real quick question for you. He’s  going to be talking to that person for the next two hours. 
  Dr.  Richard Madow:  Exactly. One thing, I’m wondering what he’s been doing for the last 27 years  that he’s finally ready to ask that question. 
  Dr.  David Madow: And  we don’t know about his practice, and there’s no other information other than  he’s been practicing for 27 years and we just have to kind of guess… 
  Dr.  Richard Madow:  Why the heck did you choose this question?  
  Dr.  David Madow: I  think it’s a great question because probably a lot of people in this  situation, getting closer to retirement, practice is kind of plodding along,  you’re doing okay but they want to see more success because ultimately,  they’re going to want to transition out somehow, sell the practice, bring an  associate in and practice has to be really good. You can’t sell a crappy  practice. You can… 
  Dr.  Richard Madow:  You can if you got a crappy practice. 
  Dr.  David Madow:  Here’s the thing, because a lot of docs – we’ve talked about a lot of these  things, because they think, oh I don’t have a lot in my retirement account,  but once I sell my practice, that’s my retirement. 
  Dr.  Richard Madow:  I’m glad you brought that up.  
  Dr.  David Madow: It’s  unfortunately not as lucrative as people think.  
  Dr.  Richard Madow:  It’s just like everything else. Everybody that is ready to put their house in  the market, thinks it is worth more than it really is. Everybody that wants to  sell their car wants to get more than they’re going to get. They may just kind  of like, well I looked on the internet and they said my car is worth 22.5 so,  so… 
  Dr.  David Madow:  Sell it to the internet. 
  Dr.  Richard Madow:  Exactly. The internet is not buying cars. And the internet is not buying  dental practices. And you know what else? The practice broker who is just  trying to do a good job, whatever, who’s told you your practice is worth is  1.4 million is not writing you a check for 1.4 million. It winds up going on  the market and the market determines what your practice is worth and it’s  usually less than you or your practice broker thinks. Many times much less. So  that’s a great point.  
  Dr.  David Madow: But  on the other hand, Dr. Sherman is doing the right thing because he’s 55 and  he’s saying to himself I finally want to get this practice going well.  
  Dr.  Richard Madow:  Yeah I’m really glad you brought that up, because again, in our experience as  coaches, it’s never too late to call a coach or consultant, but sometimes it’s  pretty darn close. And when we hear from someone who says I’m 66 years old and  I feel like my health is starting to teeter a little bit, I really can only  see doing this for five more years. Oh, by the way, I have nothing in savings.  Well you really should have started thinking about this 10 years ago.  
  So Ron congratulations, you’re 55,  let’s assume that you’re healthy and vigorous and still enjoy practicing. You  made the right move starting. So that’s maybe one great lesson right there.  Start thinking about improving your practice when you’re 40, when you’re 45,  when you’re 50, when you’re 55. It’s always good to think about it but the  sooner you think about it, it could be better.  
  Dr.  David Madow: You  know what I think? I think a lot of these – and nothing – we’re both fathers  and I’m a grandfather also so I love the younger generations… 
  Dr.  Richard Madow:  I have a grand dog.  
  Dr.  David Madow: Oh  you have a grand dog. Good, good. I think I have one too. Yeah I do have one.  So we love kids, we love the younger generations, but I think a lot of young  people have to experiment themselves where they think – they kind of think  they know it all or they want to do it. They want to make all the mistakes  themselves and then when they get to be maybe Ron’s age or a little bit closer  to Ron’s age, god I’m doing okay but I know I can do a lot better. What do I  do? Where do I start? I think it’s a lot. 
  Dr.  Richard Madow:  Yeah sure. I think, and again, I don’t even know if I have an answer to this  question. Maybe you do. But I think we’re learning a lot of lessons from this  question. And one is the time to start is now. There’s an old Chinese proverb  but I’m probably going to get it wrong. And that is something like, the best  time to plant an Oak tree was 100 years ago. The second-best time is now.  Right now. In other words, don’t say shoot, I made all these mistakes. Is it  too late? No. if you want to do something, start now because five years from  now – it’s going to be five years from now… 
  Dr.  David Madow: No  matter how old you are… 
  Dr.  Richard Madow:  Exactly. So do you want to be in the same place five years from now or do you  want to be five years better? And the answer is always start now whether  you’re a 35-year-old dentist or a 65-year-old dentist.  
  Dr.  David Madow:  Totally agree. I mean if you haven’t done it, it’s never too late. 
  Dr.  Richard Madow:  But what’s it? What then? 
  Dr.  David Madow:  Okay so do you have – we can’t give 20 things. What’s the number one thing –  what do you think is the number one thing is that you can do?  
  Dr.  Richard Madow:  What do you think? I don’t know. 
  Dr.  David Madow:  Mine? I’ve got an opinion. 
  Dr.  Richard Madow:  Let’s hear it. 
  Dr.  David Madow: I  don’t want this to sound like a sales speech because it’s not because you can  use anybody but I think by far, in our experience, 30 plus years of helping  dentists, by far the number one thing is to bring somebody in as a coach or a  consultant that’s seen everything, that’s done this a million times. They  better be good. And again, you don’t have to use us. Rich and I, we’ve been  doing this a long time. This is not an advertisement for us.  
  If you want to use us that’s great,  but you don’t have to. But I think find somebody that’s really good and knows  their stuff and can look at every single thing going on in your practice, and  fine tune it and improve it. Make it better and hold you accountable. Because  if you don’t have anybody that’s holding you accountable, it’s hit or miss.  And I know in previous episodes we talked about people try to sell you the  latest and greatest marketing plan or the latest piece of equipment or… 
  Dr.  Richard Madow: It’s  going to solve everything. 
  Dr.  David Madow:  We’ve talked about the pain machine… 
  Dr.  Richard Madow:  Pain machine is our favorite, I think.  
  Dr.  David Madow:  Well he thought that was going to solve his practice woes. It doesn’t. 
  Dr.  Richard Madow:  It actually gave him pain. It’s a different kind of pain machine. I supposed  let’s start calling our equipment the pain machine. I was having [inaudible -  0:07:37.5] I’m giving you pain. 
  Dr.  David Madow: Now  look, there are a lot of things you can do as far as improve your marketing.  Maybe change communication skills, treatment planning. All that stuff is  super, super important. Make sure your team is the best but again, who is in  charge? Who’s quarterbacking? Who is experienced in seeing and overlooking  every single thing that’s going on your practice. It’s got to be a coach and a  lot of people say, but that’s very expensive. I can’t afford that. But… 
  Dr.  Richard Madow:  That’s very expensive. I can’t afford that. I was being that person. 
  Dr.  David Madow:  Okay so you’ve got to look at it as you’re going to get a return on your  investment, especially if the person is good. You’ll get a return. You’re not  paying $2,000, $3,000, $4,000 a month and it’s going out the window and you’re  wasting it. No, you’re paying that money just like your payroll in your dental  practice is probably the highest expense overall in – your payroll. 
  Dr.  Richard Madow:  Should be.  
  Dr.  David Madow: It  should but you can’t say that I’m throwing that money out because your  employees, your team should be more than paying for themselves when you’re  paying them money. They should be bringing in more money than you’re paying  them. If they’re not, then you got a problem. You’re paying somebody a certain  amount per year and they’re not producing or they’re not bringing in something  that’s much more than that value then it’s a problem. And the same thing with  a coach, you’re paying money of course but you’re paying for experience. You’re  paying for something that’s going to help you and improve your systems.  Improve your marketing, improve everything that’s going on. It is so worth it  to do that. I can’t even say how worth it. It’s just the number one thing in  my mind. 
  Dr.  Richard Madow:  I agree. I’m going to say something along the same lines. Maybe without  talking about coaching directly, but again, this is from our experience as  coaches, and Dr. Ron Sherman and everybody else. You need to see the big  picture because again, as we know from our experience, when people contact us,  they oftentimes have a whole list of things like I need more new patients, I  want you to look at my website. I don’t think it’s really performing well. Is  the sofa in the reception area…are the cushions soft enough? And then they got  really more specific. I’ve got, my dental assistant wants to take too much  time off. These are like putting out fire situations.  
  These are little things, and sure,  you can probably look at each line there and analyze it and come up with the  answer. Yeah, I do need a new sofa. This one is all worn out. Yeah, I finally  got the balls to fire my dental assistant because I’ve given her five chances  to improve and she hasn’t. And those are all good things. My website, yeah it  kind of sucks. I’m going to find the best website company I can and have it  redone. Okay that’s great. But these are not big picture items. Big picture  items are really some of the things that when you just take everything into  account and you see the whole ball of wax.  
  And then you figure out what  changes can I make, not getting a new sofa or what changes can I make in a way  that I’m approaching my patients and the way that we’re actually seeing new  patients. The way that my front desk people are scheduling, greeting, do all  these things to make the office better? And the way that we’re diagnosing and  presenting treatment. How can we improve all these items to complete the big  picture? And in my opinion, the big picture is pretty simple and I think every  dentist, I would say every single dentist we’ve ever met wants to enjoy their  practice more and make more money. 
   Enjoying your practice more might mean  getting rid of the patients you don’t like seeing. It might mean having more  time off. It might mean hiring an associate so you can only do the treatment  that you want and you can not work Fridays and Wednesdays. Earning more money,  everybody wants to earn more money. Let’s face it, except maybe Bill Gates.  And those are the kinds of things that really can fall into place when you do  see the entire huge picture. And can a coach or consultant help you see that?  Absolutely. A lot of times we get so mired down in getting that crown margin  0000.1 millimeter and that’s important. But it stops us from seeing the big  picture. 
  Dr.  David Madow:  I’ll just add this. I agree to every single thing you just said.  
  Dr.  Richard Madow:  Every single thing? 
  Dr.  David Madow:  Every single thing. I can’t talk today. Every single thing. Did I say it? Okay  now, here’s my answer to that. All kidding aside. It’s got to be the right  coach for your practice because having been doing this for a long time, we  know there are – so if I can use this word, some really shitty ones. I hate to  say it. We hear such horror stories about… 
  Dr.  Richard Madow:  I thought when you start saying shhh – I thought you’re going to say some  sheisters out there. 
  Dr.  David Madow:  People get locked into these contracts. They can’t get out of it and they’re  paying a lot every month and they’re screwed and we don’t want to see that  happen. So it’s got to be – you can’t just get any coaching and then  everything is going to be fine. It’s got to be the right person for you in  your practice.  
  Dr.  Richard Madow:  I got a coach with the biggest ad in the Dental Economics journal. And that’s  usually a mistake.  
  Dr.  David Madow: Oh  my god. And these days, anybody that has Facebook and starts a Facebook group,  they call themselves a coach. It’s scary out there. But anyway, that would be  my number one. You’ve got to get somebody that can quarterback and knows  everything.  
  Dr.  Richard Madow:  The coach or the quarterback? Let’s get these football analogies correct here.  I was giving you a hard time. 
  Dr.  David Madow: I  said it’s got to be the coach. 
  Dr.  Richard Madow:  I agree. I think the dentist is the quarterback.  
  Dr.  David Madow:  Maybe. 
  Dr.  Richard Madow:  The dentist is the quarterback, the office people, the receptionist, they’re  the front line or the offensive line. 
  Dr.  David Madow:  Okay who’s the defensive coach? Who would that be? 
  Dr.  Richard Madow:  The defensive coach? Do we have like, defensive coach? What’s the hygienist?  Hygienist maybe is like the running back. 
  Dr.  David Madow:  What is the dental supply company? Are they the defensive coach? 
  Dr.  Richard Madow:  They’ve supplied the uniforms. Well you know, it’s a great question. I think  we both didn’t want this to turn it into an ad for coaching. Certainly not for  our coaching, even though we love to have you contact us. But that really is a  way to see the big picture. To have somebody else that’s experienced, that has  a good track record. As some people would say, to bring a fresh set of eyes  into the practice. This guy has been doing it for 27 years and he’s not happy  the way that things are going.  
  I think that’s a sign but he  probably can’t make the changes on his own. So what I’m going to do is I’m  going to segue into this because Ron set this up perfectly for us. Ron, you’re  invited to come to one of our Masterclasses. They’re held in Baltimore,  Maryland generally, at The Madow Center for Dental Practice Success. It is a  full day where we talk about this exact type of thing with you and your  colleagues.  
  We keep these classes very small,  focused. And by the end of the day, we will help you with what needs to be  done in your practice exactly to take it to that next level. It sounds like  you want to go, so attend one of our Masterclasses Ron, or anybody else  watching this, simply go to masterclass.madow.com. I know we’ve got one coming  up by the time this is published, it’s going to be gone.  
  Dr.  Richard Madow:  And it’s sold out also. 
  Dr.  David Madow:  Probably full. 
  Dr.  Richard Madow:  Is it okay to say sold out when it’s free?  
  Dr.  David Madow: I  think you can. Sold out or this one is actually super sold out.  
  Dr.  Richard Madow:  Super sold out. 
  Dr.  David Madow: You  can’t get anybody else in but it’s masterclass.madow.com. Come and join us and  find out how you can really – if you’re in that situation, how you can take  your practice to the next level. Do it. 
  Dr.  Richard Madow:  I totally agree. It’s funny, we’re talking about big picture items and little  picture items. You never hear about little picture items. And this is a little  picture item, but it’s a simple one and we recommend it to all of our coaching  clients and that is save money on your credit card processing every month. Why  use a company that’s charging a percentage overage when you can pay a small,  flat fee? Use Fattmerchant. We do, so many people – we’ve recommended it to so  many people and they’re happy, and you’ll be happy too.  
  So just go to bitly, B I T.L  Y/FATTMAD. It’s F A T T M A D. Get some information on – they’re just happy to  give you some information, they contact you, they show you exactly how to  integrate Fattmerchant into your practice. Give you the terminal for free.  You’ll be saving money the first time somebody pulls out their Visa or  Mastercard. So check it out, Fattmerchant. Bit.ly/Fattmad. 
  Dr.  David Madow:  And somebody misunderstood that the other day. Somebody said, I’m trying to go  to bitky but they couldn’t go to bitky. It’s bitly. It’s Bit.ly. Bit.ly not  bitky. Shall we do the call of the week?  
  Dr.  Richard Madow:  let’s do the call of the week.  
  Dr.  David Madow: I’m  really getting into this now. 
  Dr.  Richard Madow:  Let’s do it, okay. 
  [phone ringing] 
  Voice Recording: Thank you for  calling. If you are a new patient who has not yet visited an office, please  press 1 to schedule your first appointment. If you are calling about dentures  including partials, replacing your existing dentures or denture repairs, press  2 now. Otherwise, please stay on the line and we’ll be right with you. Your  call may be monitored or recorded for quality and training purposes. 
  [phone ringing] 
  Female  Speaker: Thank  you for calling. [inaudible - 0:16:31.6] speaking. May I have your name  please? 
  Dr.  David Madow: Hi.  This is Michael calling. 
  Female  Speaker:  Thank you. May I call you Michael? 
  Dr.  David Madow:  Sure. That’s fine.  
  Female  Speaker:  Thank you. And how may I be able to be of assistance today, Michael? 
  Dr.  David Madow: I  was just curious. I got a family of four and we’re trying to – my wife wanted  me to ask what’s usually the best day of the week to have a new appointment  for new patients for a family of four? 
  Female  Speaker:  Okay. We would love to have you and your family come to our Columbia, South  Carolina [inaudible - 0:17:04.6] office. And our later days are on Thursdays.  We’re open until 7 PM. And we can do up to two people on the same day. We  can’t do more than that. So we can do one like two on one, two on the other,  vice versa and is anybody at all having pain, bleeding or swelling or everyone  just looking to establish care?  
  Dr.  David Madow:  Just establish care.  
  Female Speaker: Okay. And may I  have the ages just to make sure they made our minimum age requirements here. 
  Dr.  David Madow: Oh  sure. Little Jimmy is – I always forget. He’s four years old. Justin is eight  and I am 43, my wife is 41.  
  Female  Speaker:  Okay. And… 
  Dr.  David Madow: Am  I too old for the practice? Is there a maximum age? 
  Female  Speaker: No  there’s no maximum at all. We can see everyone on – is Jimmy going to be  turning five any time soon? 
  Dr.  David Madow: I’m  hoping within the year. Within a year or so.  
  Female  Speaker:  Okay. Our minimum age requirement is six years old. That’s why I was asking if  he was going to be five any time soon. Because sometimes our offices may – and  I can certainly look in the area to see if there’s any alternative to meeting  that minimum age requirement for the 4-year old. Because I was going to look  and see if there were any like five, if he was going to be turning five soon. 
  Dr.  David Madow:  He’s like kind of a big four. He’ll be turning five. He’s a big four. So he’ll  be turning five pretty soon. I think at the end of the year.  
  Female  Speaker:  Okay. I mean I can schedule everyone else at this time, and for Jimmy for now,  until he meets our minimum age requirements, there may be like a pediatric  dentist in your area that would be able to accommodate the little one.  
  Dr.  David Madow: I  see. I just needed the information. I’m going to have my wife call back and  she has the calendar. I’m going to actually have her do all the scheduling if  that’s alright with you. 
  Female  Speaker: Oh  that’s fine. All of our appointments, just so you are aware, are free to hold,  cancel and reschedule. I can always temporarily put something in place that  way everyone’s accounts will be set up. And if it conflicts with the schedule,  you can always just call back and reschedule it or cancel it. No cost as well.   
  Dr.  David Madow: Oh  that’s really nice. I’ll probably have her call back this afternoon. I just  know that with soccer and everything and all this stuff coming up with summer  and everything. I have no idea.  
  Female  Speaker:  Okay. Do you know like your schedule? If you like me to schedule or just yours  temporarily for now? 
  Dr.  David Madow:  Well I’m going to come in with my wife Judith. So I think it’s probably better  if she calls to get us all in and no we don’t have to change anything around.  
  Female  Speaker: Okay.  And if you like, I can always reach out to her at a certain time, if you  provide her number I could always reach out to her to be able to set up those  appointments. 
  Dr.  David Madow: Oh  sure. I don’t think she’d mind that at all. I’ll give you her number.  
  Female  Speaker:  Yeah. 
  Dr.  David Madow:  Okay sure. [inaudible - 0:20:35.0] 
  Female  Speaker:  Okay. And I will – is there a good time do you think for me to reach out to  her? 
  Dr.  David Madow:  Probably try any time after 11 AM I think. That would be fine. 
  Female  Speaker:  After 11? 
  Dr.  David Madow: I  think that would be fine. Yeah. 
  Female  Speaker:  Okay. I will certainly do that. And thank you so much for calling. And you be  sure to enjoy the rest of your day and your week as well. 
  Dr.  David Madow:  Thank you so much for your help. You’ve been very helpful and very kind. I do  appreciate that too. Thank you so much. 
  Female  Speaker: Oh  you’re very welcome. Thank you so much. Have a good day. 
  Dr.  David Madow:  Same to you. Thanks, bye. 
  Female  Speaker:  Thank you. Bye, bye. 
  Dr.  Richard Madow:  Wow that was a long call. 
  Dr.  David Madow:  That was a little long. Sorry about that. By the way, before we even get into  the call. I know you realize this, but I try to match my accent. That was in  South Carolina so I try – do you think she knows that that’s not like a really  good South Carolina accent or maybe I was coming from somewhere else? 
  Dr.  Richard Madow:  I was wondering if she noticed that the accent kind of faded from time to  time.  
  Dr.  David Madow: I  got to work on that because… 
  Dr.  Richard Madow:  So you’re in South Carolina so you gave a Utah area code. 
  Dr.  David Madow:  Utah area code because I’m from the south but we’ve lived in Utah just for a  little bit and now I’m coming back South Carolina. 
  Dr.  Richard Madow:  I don’t think she noticed. 
  Dr.  David Madow:  Maybe not, she didn’t care.  
  Dr.  Richard Madow:  I don’t think she noticed anything.  
  Dr.  David Madow: You  don’t think so? 
  Dr.  Richard Madow:  Here’s my comment. My general comment. 
  Dr.  David Madow: Go  ahead. 
  Dr.  Richard Madow:  I made a few notes as well. To me she sounded like a trained robot. I mean it  was so obvious that she was following – and a lot of the things – and look,  let’s face it, my guess is some so-called expert in practice management phone  techniques or whatever, developed this script and she’s like sitting there  reading a flowchart. I’m not saying there’s anything wrong with that. But I  think this is where these kinds of things fall short. She sounded like a  robot. Like somebody who was overly trained and stiff. I couldn’t stand the  way the first thing she said was like, thank you for calling the dental  office. May I have your name please? 
  Dr.  David Madow:  That was a little weird. 
  Dr.  Richard Madow:  That’s asking for trouble. It’s kind of like when you call AT&T or Verizon  or something. They always say – you can tell there’s a script like, oh I’m so  sorry you’re having that problem. I can definitely help you with that. And  it’s just – to me it sounds so scripted and mechanical. 
  Dr.  David Madow: Right.  Okay I’m not going to disagree with that. However, go ahead. 
  Dr.  Richard Madow:  Is there any pain, bleeding or swelling?  
  Dr.  David Madow:  Well I don’t think she talked exactly like that. I know what you’re saying. It  sounds like it was rote. It sounds like – but she didn’t really say it quite  like that. 
  Dr.  Richard Madow:  Of course, I’m exaggerating. Is there any pain, swelling? 
  Dr.  David Madow: She  didn’t have a big sort of accent. She was from Nebraska, I think. I was from  the south. Well I think she did better than 99% of the dental offices out  there. Because let’s face it, we don’t really screen these and if we call a  good one, we let it go. We don’t wait till somebody fails and does horribly.  She did – I mean we can talk about more on the beginning of the call, but she  did everything in her power to get me in that appointment book in some way.  She tried with all her might. 
  Dr.  Richard Madow:  She even said you can always call back and cancel which I’m not a big fan  [cross talking - 0:23:36.6]. 
  Dr.  David Madow:  Yeah that makes it sound like it’s so temporary. It’s unbelievable. But she  was… 
  Dr.  Richard Madow:  I think she was – but I agree. Better than 95% of the calls we make because  most people just would have let you go a minute later and not have gotten your  contact information. Never tried to make an appointment. So obviously, those  things are head and shoulders above most of the calls we make. But to me she  just sounds like overly scripted, no warmth. But the bottom line is she did at  least make a huge attempt to make an appointment, get your wife’s contact  information, all those things. And that’s a big plus. 
  Dr.  David Madow: You  know, we can’t give away too much because our great producer Rory bleeped out  every hint of what kind of practice this was. So we don’t want to get anybody  in trouble in fairness. 
  Dr.  Richard Madow:  Yeah but I think it’s obviously it wasn’t just some solo practice where it’s  also a small practice. 
  Dr.  David Madow: It  was like a DSO type practice. So my point is though, that yeah maybe we don’t  really love the DSOs. We don’t really believe in that whole concept. But they  definitely had some professional person train their front desk team to  maximize the amount of people in the appointment book. Now it might not be  exactly the way we would have done it, but it was pure training. It wasn’t  just some doctor standing around in the morning huddle saying let’s try to get  more people. It was a definite training that she went through and she did  decently. 
  Dr.  Richard Madow: I  agree. So again, to your point. To me she sounded over trained and over  scripted which she lost all the warmth and friendliness and again, I think  this is maybe one of the knocks on the DSOs. That they don’t have that vibe.  Hey this is a local dentist who really cares about you, and I didn’t get that  vibe at all from her. But she did a lot of things right.  
  Dr.  David Madow: She  did chuckle a little bit at the right time like when she said Johnny was four  years old. Is he going to be five any time soon? I said he’ll be five  definitely within the next year and she hesitated, then she went… 
  Dr.  Richard Madow:  I don’t know if she got the joke or she thought you’re a moron. It’s hard to  tell. Maybe both. 
  Dr.  David Madow: She  did chuckle a little bit. So it wasn’t like purely robotic. She laughed at the  right time.  
  Dr.  Richard Madow:  I think maybe if you’re not a DSO office and you’re listening to this, you can  learn a lot. You can learn a lot of good things to do, but you also add the  warmth and the – at least [inaudible - 0:26:00.7] that should have and really  learn some good things from this call. Not try to duplicate it but at least  learn some techniques from it.  
  Dr.  David Madow: But  I think we both have to agree. She did everything in her power whether we  agree on how she did it. Everything in her power to get me and part of my family  or most of my family on that appointment book. She did everything she probably  could. She really did. 
  Dr.  Richard Madow:  Okay. I’m going to give her a B+. 
  Dr.  David Madow:  Before I give my grade, actually I was going to say the exact same thing. I  think she deserves every bit of a B+. What do you think about the age thing?  About the smallest child. I can’t remember my smallest… 
  Dr.  Richard Madow:  That it had to be five – she’s saying. 
  Dr.  David Madow: I  think she said six but if he’s like almost five she might be able to fudge it  a little bit.  
  Dr.  Richard Madow:  Almost five. It didn’t sound like. I mean if it has to be six, what’s that  five thing? 
  Dr.  David Madow: Got  to be six, but I think if he’s five. I don’t know… 
  Dr.  Richard Madow:  It has to be six. So if he’s five he gets in. Very confusing. 
  Dr.  David Madow: But  what do you think about that age requirement? 
  Dr.  Richard Madow:  I don’t know why they would do that. You’ve got a family of four coming in and  there’s a 4-year old. Say come on in. 
  Dr.  David Madow: She  said, well he might have to see a pediatric dentist. That could split the  whole family up. That could be the one deciding factor. We want to go  somewhere where they can see everybody. 
  Dr.  Richard Madow:  Exactly. Again, we’re talking about a large chain with policies up the Ying  Yang and that one. I don’t see – I mean if they had a one-year-old, bring the  one-year-old in.  
  Dr.  David Madow:  Bring him in. We’ll take a look at him.  
  Dr.  Richard Madow:  Give him some sugary candy to suck on so it gets rotten [inaudible -  0:27:23.4]. 
  Dr.  David Madow:  Bring him in. Bring the whole family. 
  Dr.  Richard Madow:  I don’t care for that either, but I’m sure some lawyer in some corporate  office had come up with that reason.  
  Dr.  David Madow:  Yeah probably true. Okay so we both say B+. Cool. 
  Dr.  Richard Madow:  Hey we will see you and hopefully we’ll give you an A on the next episode of  the Dental Practice Fixers. I’m Dr. Richard Madow. 
  Dr.  David Madow: Dr.  David Madow. See you next time. 
  [music playing] 
   

Patients Only Want What Insurance Covers

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In today’s show, a doctor from the Midwest is struggling with his patients demanding that they only want what their insurance will cover. Is this common all over these days? How should this objection be handled? Tune in to find out what Dr. David Madow and Dr. Richard Madow have to say about this. Then of course we do the call of the week. We saw an ad in a local publication from a dental office who has quite the perio program! That sounds good but the way they describe it in the ad would take a combination MD, DDS, DMD and Mensa member to decode it. We call the office asking for an explanation. How do you think they did? Tune in to find out. 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!


Patients Only Want What Insurance Covers

 Dr. David Madow: Doctor, I only want what my insurance covers. If my insurance doesn't cover it, don't do it. 
 Dr. Richard Madow: Oh. No. 
 Dr. David Madow: How many times have we heard something like this? I am Dr. David Madow along with... 
 Dr. Richard Madow: Dr. Richard Madow. Welcome to the Dental Practice Fixers podcast. We are so happy to have you with us today. Let's just get right down to a question from a listener. Here's what the question says. Yes, I'm reading it off of the email. 
 Dr. David Madow: Of course. 
 Dr. Richard Madow: If you want to email your question and by the way you can do it to: info@madow.com. Probably the easiest way to remember it, info@madow.com. Maybe next week, we'll be reading your questions. So this is from Dr. Jay Hawkman in Ohio. He didn't say what city. I guess it's just somewhere in Ohio. Okay and he says. 'Guys, I have what you might call a typical practice in the Midwest. Lots of good folks, middle-income, most have insurance, you get the picture.' You get the picture? 
 Dr. David Madow: Kind of. 
 Dr. Richard Madow: I totally get the picture. Sounds like a nice place to be. 
 Dr. David Madow: Yeah, yeah. I like it already. 2 | P a g e 1-800-258-0060 info@madow.com 
  
 Dr. Richard Madow: And so do I. 'Something that really frustrates me is when patients say, I only want what my insurance covers, or Sounds good doc, but if my insurance doesn't pay for it, I can't get it done. What can I do about this? Dr. Jay Hawkman somewhere in Ohio. It's another Madow trick. Those of you who are maybe contemplating going on the dental speaking circuit, if you ever speak in the state of Ohio, when you get up to the microphone, the first thing you say is... 
 Dr. David Madow: O-H- 
 Dr. Richard Madow: I-O. Well they respond I-O. I don't maybe there are cities where they don't like Ohio state. Maybe the University of Ohio, I can't remember where that is but I guess they don't maybe like Ohio State that much. I don't know. 
 Dr. David Madow: But I think if you're in the Columbus area, it’s pretty safe. 
 Dr. Richard Madow: Yeah, yeah, yeah. Maybe if you're in Ann Arbor Michigan, definitely do not do that. That's just a suggestion. 
 Dr. David Madow: Just a suggestion. 
 Dr. Richard Madow: So okay. So Dr. Hawkman, great question. What do you think? 
 Dr. David Madow: Yeah. I see it on two levels actually. Let's face it. This is rampant in all dental practices across North America, at least the US. I see it on two levels. Number one, patient education. Patient needs to be educated on what's going on and why it's important to have done it and why you just can't like pick and choose and do things that only your insurance covers. So that's number one. And number two is, have ways available for the patient to pay that amount for the amount that the insurance doesn’t cover. I guarantee if that patient wanted a 60-inch big-screen TV, there's a way to finance that. 
 Dr. Richard Madow: For the big game? 
 Dr. David Madow: For the big game. 
 Dr. Richard Madow: We're not allowed to say Super Bowl. 
 Dr. David Madow: Don't say Super Bowl. 3 | P a g e 1-800-258-0060 info@madow.com 
  
 Dr. Richard Madow: It's copyrighted. We always say the big game. 
 Dr. David Madow: Or we get sued. We're getting sued [crosstalk]. 
 Dr. Richard Madow: I think that's probably before the... 
 Dr. David Madow: Stanley Cup is an old friend of mine. 
 Dr. Richard Madow: Okay. You know Stanley Cup. 
 Dr. David Madow: So like I said, if that person wanted a new car or a 60 inch TV, they're going to find a way to finance it. They're not going to say, I only want what my insurance covers. They're not going to do that because insurance isn't covering that. 
 Dr. Richard Madow: Yeah, but on the other hand if they want a new car, they might like want a really expensive car, they might want a Mercedes but say, well, I can't afford that, so I'm going to get whatever, a nice Hyundai Elantra. So it's not like the sky's the limit here. Right? 
 Dr. David Madow: Yeah. But if you look around and most people driving cars, most people are driving cars that can't afford the [crosstalk]. They are just making payments. Making payments. 
 Dr. Richard Madow: Just make payments doc. 
 Dr. David Madow: That's right. Exactly. We got to make sure. We have to check that out. So two things, Education and financing somehow. Working out payments; some type of payment. 
 Dr. Richard Madow: Well, I would comment on both things you said. And then throw in something else. I agree with education to a certain extent, but I think and this is actually something we're going to touch upon in our call of the week this week. I think sometimes when doctors or assistants or hygienists or whoever, you know, treatment coordinators try to educate, they give too much information, they over talk, they over explain and they scare the patient away and then they're worse off than they were before if the patient has just gotten what insurance covered. So you got to be really careful when you're trying to so-called "educate" the patient. What you really trying to do is move them towards treatment and we can talk about that maybe, I don't know maybe now or another episode. 4 | P a g e 1-800-258-0060 info@madow.com 
  
 Secondly, I totally agree, have financing available. We love CareCredit as you know and present it that way; say you know we can do this and the payments will be $120 a month or whatever it is. It just makes it much easier to understand and to take but I'm going to take maybe a slightly different tack. You know as some people say, present what you have to present, some will, some won't, who's next? And I think if you have a practice let's say a typical practice, I don't know. Dr. Hawkman, how many patients do you have? Active patients. 1200, 1500, 2000, something like that. A certain percentage, probably way more than half are just going to be insurance driven patients and you can explain, you can over explain, you can man explain, you can, as some people say, talk till the cows come home, and they're just not going to be interested. And a certain percentage would want the best you have to offer. And I think maybe in some ways, I hate to use the term profile; maybe we have to profile our patients and say, who's who and say, look, if you know 65% of my patients are just insurance patients, they go through the insurance treadmill, they want only what insurance covers but they still come in every six months and we love them. Well, maybe we should just accept those patients. I'm not saying not offer them the best, but don't drive yourself crazy, don't tear your hair out with these kinds of questions. And then the patients maybe who want a more advanced level of dentistry and are willing to pay for it, that's fantastic. Let's give them what they want, too. 
 Dr. David Madow: Well yeah, I agree. You don't have to tear your hair out. You don't have to say let's either you get everything done or you go to another practice, but I still think it's worth a great effort to make sure they understand why they need this, why it's important to get it done and we have financing options. And explaining to them that insurance is not meant to cover all dental care, but it's meant to be an adjunct to help them out and you're really fortunate that you have it, but it's not going to cover everything and these are really important things you got to get done or your mouth is going to be infected and rotting away. 
 Dr. Richard Madow: Totally agree. I completely agree with that. I think maybe the path that I'm worried about is and we saw this in a practice that we were working with several years ago where I can’t remember if it was a dentist or a team member was kind of almost getting into a little debate with the patient and all these things are true what they were saying like well the insurance company didn't examine your mouth, the insurance company doesn't care about you. All they care about is 5 | P a g e 1-800-258-0060 info@madow.com 
  
 their bottom line. And I think when you start going down that road, you're getting combative and it really turns the patient off. 
 Dr. David Madow: It doesn't mean anything. 
 Dr. Richard Madow: But I think what you just said is a nicer way of saying that insurance isn't meant to cover everything; it’s an adjunct that helps you pay for this treatment that you do need. 
 Dr. David Madow: And you're very fortunate that you have it. A lot of people don't even have it. They've got to pay everything out of pocket. You've got this great help here. 
 Dr. Richard Madow: I remember when I was a young practitioner, I had a patient who had pretty crappy insurance and they were asking me questions like why doesn't my insurance cover this? Do I really need it? I made the mistake. I said to him, look, I got to be honest with you. You have really lousy insurance and the second I said it, I thought, shit. I should not have said that. And the patient kind of took it personally. It was a really, really bad thing to say. 
 Dr. David Madow: Did he come back? 
 Dr. Richard Madow: I don't remember if he came back as a regular patient, but I remember, he did not get the treatment done that I was trying to get him to do. That insurance wouldn't cover. So I think it's always important to stay positive. Don't get into a fight with a patient. Don't tell them they have crappy insurance even if they do, they'll probably know by the end of your conversation anyway. So yeah, I mean a lot of good points but I think one point is realize that... 
 Dr. David Madow: How about if you just say your insurance is, it's not crappy but it's kind of low-end. Most insurances pay more than yours. It's kind of like a low-end insurance. 
 Dr. Richard Madow: Your insurance is pretty good. It's pretty bad. It's mediocre. Lot of words for that. 
 Dr. David Madow: So so. On a scale from like mild to hot. It's like probably around a 2. 
 Dr. Richard Madow: Mild to hot...Like it’s a Thai restaurant? It's not Thai spicy, that's for sure. 6 | P a g e 1-800-258-0060 info@madow.com 
  
 Dr. David Madow: You know by the way, a quick aside, I was in a Thai restaurant like a month or so ago. 
 Dr. Richard Madow: Months? I thought you go more like once a week. 
 Dr. David Madow: Well, I was at one a few days ago too but this is the particular one I want to tell you about just real quickly about. So I think they said, well, how spicy do you want it? I said, well, what can we do? How spicy? She said, well, we can do, what'd she say. She said five is the hottest. So in other words she said, you want a five. I think she said, do you want a five? And meanwhile without like a scale there, [crosstalk]. 
 Dr. Richard Madow: Could be 5 out of 100. 
 Dr. David Madow: That's what it was. She was like, I would do a 5. But I don't know what 5 on the scale is. 
 Dr. Richard Madow: Probably you would have asked. It never hurts to ask. Did you ask? 
 Dr. David Madow: Well, it never hurts to ask. I just said give it to me as hot as you can. 
 Dr. Richard Madow: Well, you know it's funny because I was in a Thai restaurant one time where they told me it was spicy on a scale of 1 to 10. And I said I want an 11. And not only did I not want an 11 but she totally didn't get the Spinal Tap reference joke which... 
 Dr. David Madow: There's no way she'll get that. 
 Dr. Richard Madow: I guess in retrospect I really shouldn't have expected... 
 Dr. David Madow: And then if she did, you would have been screwed like the plate would have been on fire. 
 Dr. Richard Madow: On fire. They were brought out in flames. So yeah, maybe not a good idea to rate your patient’s insurance. So maybe not. But I do think in general, also in dental practice, in life maybe, I'm not saying you shouldn't have high expectations but it's also good to understand that the best is not for everyone and then if you have a good patient that comes in every six months 7 | P a g e 1-800-258-0060 info@madow.com 
  
 and maybe they've made some referrals and maybe they're more insurance driven than you would prefer, they can still be a good patient. So don't get all, as some people would say, all frustrated. 
 Dr. David Madow: There are a lot of references in this episode. 
 Dr. Richard Madow: I know. Don't get all frustrated. Why do some people leave the first “r” out of frustrated? I've heard that, it's like a Midatlantic or Baltimore thing. 
 Dr. David Madow: I think it is. 
 Dr. Richard Madow: I just get very frustrated. 
 Dr. David Madow: We'd like to hear from some of our California people if anybody there says frustrated. 
 Dr. Richard Madow: I doubt they do in California. They don't probably even use that word. Nobody is frustrated in California. [Crosstalk]. 
 Dr. David Madow: They're probably all frustrated. 
 Dr. Richard Madow: They all love it there. 
 Dr. David Madow: Should we do the call? I mean I think we've said everything we have to say about this. 
 Dr. Richard Madow: Not only do we have a really interesting call, we have a guest caller. 
 Dr. David Madow: We have a guest caller today. Who's going to be doing the call today? 
 Dr. Richard Madow: Well I recruited Hope from the Madow Center For Dental Practice Success to do this call and she was great and we'll explain that in a second. Before we do that, I just want to let you know really quickly. It seems like November is a long way away but TBSE is coming up fast; we fully expect to sell out this year. It's back in Las Vegas at the Tropicana resort hotel, incredible. I actually just had a little email exchange yesterday with one of our speakers Dr. Steve Rasner. You probably know or heard of Steve Rasner. He's the guy with the $4 million practice in one of the worst economically challenged cities in the country, Bridgeton, New Jersey, high poverty levels, high unemployment, just not a place where you'd want to practice, yet he amazingly 8 | P a g e 1-800-258-0060 info@madow.com 
  
 not only has a $4 million practice, he loves going in everyday and he has patients, speaking of the opposite of these insurance driven patients, his patients are getting comprehensive care, saying yes to full treatment plans, putting down the deposit on the first day and saying, doc, I want to do the whole shebang or the whole nine yards. 
 Dr. David Madow: I'm going to hear about that. 
 Dr. Richard Madow: So he's going to explain. 
 Dr. David Madow: He's going to be teaching the whole thing. 
 Dr. Richard Madow: From A to Z, including something you need to say on the phone when a new patient calls before their first visit that nobody else is doing that makes a huge difference. He is going to be explaining this whole system from A to Z at TBSE and that's only one of the fantastic speakers. So check out the whole speaker lineup: TBSE.com, sign up soon before it sells out and before the tuition goes up; we're still doing a little “early birdish” stuff. So we'll see you in Vegas at TBSE in November. 
 Dr. David Madow: I'll tell you something, I'm going to go. Sounds great. [Crosstalk]. While we're at it, you know Rich and I love what we do. We are doing this podcast for you. We don't charge for the podcast. You don't have to pay us any money. We would never turn it down but people charge for all kinds of information. On our show here we're actually not only giving you great information but showing you a way that every time you listen, you can have money in your pocket. All you have to do is go to our people, Fattmerchant, change your credit card processing company and you will save a lot of money every single month hardly doing anything, with hardly making any change at all. All you have to do is go to bit.ly/fattmad. Let them know that you know us. We use their company. 
 Dr. Richard Madow: We love their company. 
 Dr. David Madow: Because we save a ton of money every single month. You will do the same thing. Why would you want to turn down $100, $200, $1,000 extra every month? Whatever it might be depending on the volume of your practice, why would you ever want to turn it down? It's 9 | P a g e 1-800-258-0060 info@madow.com 
  
 free money for you. Take advantage now. bit.ly/fattmad. And if they use that link, they get a free terminal. Well, it couldn’t be better. 
 Dr. Richard Madow: Just like at the airport, there's a free terminal. 
 Dr. David Madow: There's no outlay of any money in any way I believe. 
 Dr. Ricahrd Madow: Got to do it. So okay so I came into the office this morning and Hope Miller who a lot of you probably know, she's one of our great team members here shows me this ad in a local magazine for a dental practice. And she said, what do you think of this ad? I'm looking at the ad and of course you and I tear apart all ads that we see, but it had this one paragraph that was so scientific and wanted to so much in detail. I said, like, what the heck? I didn't know... 
 Dr. David Madow: Did you understand it? 
 Dr. Richard Madow: Not really. I mean I got the gist of it. 
 Dr. David Madow: And we're dentits. 
 Dr. Richard Madow: But I didn't know the references they were making. I said, Hope, let's do a call. She said, are you going to call that office? Hope, you call. So she did. She pretty much just read the ad back to them. 
 Dr. David Madow: Should we play it? 
 Dr. Richard Madow: Let's hear. Let's do the call. 
 Hope: Hi, good morning. I'm calling because I saw your ad in the Jewish times and I was reading your ad and I have a question. It says here that you all provide periodontal therapy with an emphasis on reducing systemic inflammation and infection to support optimal cognitive development and cardiovascular Bale-Doneen health. What the heck does that mean? I don't even understand that. 
 Female: So what Bale-Doneen means is if you look that up it's very complicated but they are two cardiologists, one named Bale and the other one is Doneen. They have basically finally in 2019 are admitting and are recognizing that the pathogens in the bacteria in the mouth are leading to not 10 | P a g e 1-800-258-0060 info@madow.com 
  
 only heart disease and diabetes, but also to Alzheimer’s. And so we are working with a cardiologist here in Maryland who is actually referring patients to us who have had heart disease of some form, maybe they had a heart attack or a stroke or they are having heart problems and they're referring them to us to do their dental treatment and to remove the bacteria to a sense that we do this test. We've always tested the bacteria but now we're actually going deeper with our cardiac patients and we're testing through an actual site that will send the test to and then they’ll test it to see what are the chances are the person is going to have a heart attack. 
 Hope: Oh my gosh, thanks so much. I'm more confused than ever but I really appreciate your explaining everything. 
 Female: But if you google Bale-Doneen method, you will be probably overwhelmed with information that's so interesting. We are so deep into it. Every month we have a two-hour meeting and we talk about all the new information that we're learning. It's new to us too. We've only been on the path for maybe the last six months. So, every month we learn new stuff. It's just it's so much to learn. We're actually all reading the book, but it's, we've known for years that the bacteria in the mouth are causing people to not only have heart attacks and heart disease but to die. And but we just couldn't seem to get cardiologists on the same, you know path and now they are. Now they're starting to be like, okay, maybe my patient needs to go to the dentist. So, we're like one of the only dentists that are on this journey. 
 Hope: Wow, you are doing great work. I want to thank you so much. I really appreciate your explaining everything to me. 
 Female: You're welcome. All right, take care. 
 Hope: Bye-bye. 
 Female: Bye-bye. 
 Dr. David Madow: Whoo. 
 Dr. Richard Madow: Wake up, wake up. 
 Dr. David Madow: That was great. 11 | P a g e 1-800-258-0060 info@madow.com 
  
 Dr. Richard Madow: Talk about over explaining. Yeah, I love how she said like it's very complicated and if you google this will be overwhelming. Okay, great. Wow. She was knowledgeable. 
 Dr. David Madow: She was very knowledgeable. I mean I think it's great what they're doing. In general, it's great what they're doing but to have an ad like that in a local paper and with all those words, you could do it so much differently and have a better effect. 
 Dr. Richard Madow: I totally agree. I think she was also going into dangerous territory there a little bit and this is just maybe splitting hairs but saying that it's been shown that the bacteria in the mouth can cause heart attacks. I think may be linked to heart attacks and stroke is one thing, but causing heart attacks, Wow. But again, I mean I know she was doing her best to explain. 
 Dr. David Madow: I got a little bit scared. I started thinking, I'd better have the bacteria in my mouth checked out. 
 Dr. Richard Madow: Started getting chest pains. 
 Dr. David Madow: I started a little bit. 
 Dr. Richard Madow: My jaw hurts a little bit on the left side. You know I think the double critique will be this and remember when Hope read the ad, no lay person is going to read this ad and say, oh my god, I know exactly what this means. I want to go in this office. And then I don't think she made things any better when Hope called. 
 Dr. David Madow: Right, right. I mean look we could talk about this probably for twenty minutes but it was way too complex. Again, I think what they're doing is a great service. They're paying more attention to periodontal needs than most dentists are, it's great, but explain it in lay terms. 
 Dr. Richard Madow: Okay. So for example, it’s been shown now that inflammation in your gums or even low-level forms of gum disease can be linked to heart attacks and strokes and we're paying extra careful attention to that and that's why Hopkins cardiologists are actually referring their patients to us. Boom. 
 Dr. David Madow: That would actually get me in there. 12 | P a g e 1-800-258-0060 info@madow.com 
  
 Dr. Richard Madow: Speaking of getting you in there. 
 Dr. David Madow: Oh yeah, exactly. She went through this... I don't know how long the call was three to four minutes it seemed like and at the very end when Hope says, thank you so much, you were really helpful. She said, okay, bye. I mean she took all that time to explain it and she never even once said, can we set up an appointment? Does this resonate with you? Is there anybody in your family that has heart disease or are you concerned? Anything like that, nothing. 
 Dr. Richard Madow: Now as we always say, not only does the doctor have no idea that happened but they're paying big bucks for this full-page ad. They're paying a lot of shekels for that ad in the Jewish times and then somebody calls amazingly, actually calls referencing the ad. 
 Dr. David Madow: We would probably be the only one. 
 Dr. Richard Madow: No question about it. And then she does this long explanation and the patient has vanished, never asked like a name. 
 Dr. David Madow: Probably she went up to the doctor, doctor, we got a call from the ad. We got one. He says, and how did it go. Well, I didn't really ask for the appointment. What do you mean you didn't ask for the appointment? 
 Dr. Richard Madow: You got their name and we'll call them back, right? 
 Dr. David Madow: I didn't get any information. Let me look at caller ID to see if it showed up there. 
 Dr. Richard Madow: Caller ID just shows Skype. It was Mr. Skype. Wow. 
 Dr. David Madow: So if we have to grade, I mean I've got to give an F because she got no information. First of all she was talking way too complex and then she didn't get any information. It has to be an F, there's no other grade. 
 Dr. Richard Madow: Could it be a double F? 
 Dr. David Madow: It could be. 13 | P a g e 1-800-258-0060 info@madow.com 
  
 Dr. Richard Madow: Okay, I'm going to do a double F. Alright everyone, that is your latest episode of the Dental Practice Fixers. Thanks so much for listening, thanks so much for watching. I'm Dr. Richard Madow. 
 Dr. David Madow: Dr. David Madow. Keep those cards and letters and questions coming. We'll see you next time. Thanks for being with us. 
 [Music Playing] 

Large Tattoos on Team Members – Do You Hire Them?

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A doctor writes in asking how The Dental Practice Fixers feel about hiring team members with large visible tattoos. He has been doing a lot of interviewing and says that this is extremely common these days. His concern is that they do not look good and he is worried that his patients, especially the elderly ones, will go elsewhere. Tune in to find out what Dr. David Madow and Dr. Richard Madow have to say about this. Then of course we do the call of the week. We call an office asking a fairly simple question – Are you accepting new patients? It’s the call that every dental office would LOVE. How do you think they did? You need to listen to this one. 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!


Large Tattoos on Team Members – Do You Hire Them?

 Dr.  Richard Madow:  Hiring new team members has always been a bit of a tricky proposition, but it  seems like these days there’s a new complication that’s been thrown into the  mix. We’re going to hear about that on our question in this week’s episode of  the Dental Practice Fixers Podcast. Welcome, welcome, welcome everyone. I am  Dr. Richard Madow, along here with my cohort and co-host. 
  Dr.  David Madow: Dr.  David Madow. How are you all doing? Welcome back, we really appreciate you and  let’s get right into the question today. 
  Dr.  Richard Madow:  Let’s do it. 
  Dr.  David Madow:  It’s a great one. I’m surprised we haven’t got this question earlier.  
  Dr.  Richard Madow:  I know. I think we’ve got it in our live seminars before. Yeah, I think so. 
  Dr.  David Madow:  Have we got it? Oh okay. Anyway, this is something that is probably going to  affect if it hasn’t yet, every single dental practice out there. It starts out  with Rich and Dave, hey guys, love the podcast. Thank you so much, we  appreciate that. I’ve been a practicing dentist for over 35 years and still  love every single day in the office. There are no plans to retire. Well I’m  not sure that’s great because you should have some kind of exit strategy at  some point. 
  Dr.  Richard Madow: Well  it doesn’t mean he can’t afford to retire. It’s just means he has no plans to  retire. That’s great. 
  Dr.  David Madow:  Like most dentists, we have staff members who leave for various reasons. So,  every now and then we need to hire someone new. The last few times I’ve  interviewed people, they all had very large visible tattoos which I found to  be unattractive. I know these things are commonplace these days, but many of  my patients are older and I don’t think they would appreciate team members  with tattoos, piercings, etc. What do I do? Dr. Abner Smith from Georgia. That  explains the whole thing. But actually, it doesn’t because tattoos are  ubiquitous. No matter what state… 
  Dr.  Richard Madow:  State, city, urban, rural. I mean they’re just – they’re everywhere. Tattoos  are extremely… 
  Dr.  David Madow: Hey  have you ever seen mine?  
  Dr.  Richard Madow:  I don’t want to. Hold on… 
  Dr.  David Madow: It  says Marshall. 
  Dr.  Richard Madow:  Is this Marshall? What? 
  Dr.  David Madow:  This is Marshall. I had one that said Barb but I took – I covered it with  Marshall. 
  Dr.  Richard Madow:  As you remember many years ago, I think it was Marshall – Marshall’s our  middle brother. It was he’s 50th birthday so he’s 61 now.  
  Dr.  David Madow:  Wait a minute… 
  Dr.  Richard Madow:  So it’s 11 years ago. 
  Dr.  David Madow: It  was 11 years ago. Are you sure it’s that long ago? 
  Dr.  Richard Madow:  The three cool brothers were in Atlantic City. Well it’s not the three cool  brothers, it’s just us – for Marshall’s 50th birthday and I think  we should all get like some kind of brothers tattoo. If everybody agrees on  them and you said you’re in. Right? 
  Dr.  David Madow: I  was in. 
  Dr.  Richard Madow:  Then Marshall wouldn’t do it. You know what? Thank you, Marshall, I’m glad you  didn’t say do it. 
  Dr.  David Madow: I  think we should have done it. I think Marshall should have done it. Even a  small – little small thing – who would care? 
  Dr.  Richard Madow:  When we were kids, I think – and again, I don’t know, maybe we had a sheltered  upbringing. Only men with like a tough upbringing like the merchant marines or  whatever would have tattoos. 
  Dr.  David Madow: Do  you remember our barber’s name when we were kids?  
  Dr.  Richard Madow:  Rudy? 
  Dr.  David Madow: No,  way before Rudy. 
  Dr.  Richard Madow:  Rudy was in jail. 
  Dr.  David Madow:  Yeah way before, but you might have been too young to remember. 
  Dr.  Richard Madow:  I don’t remember. 
  Dr.  David Madow: We  went to a place called Pete and Sam. 
  Dr.  Richard Madow: I  remember Pete and Sam. Sure. 
  Dr.  David Madow: Do  you remember that? You just said, I think they might have been in the merchant  marines.  
  Dr.  Richard Madow:  Merchant marines. Right. 
  Dr.  David Madow:  They had tattoos. 
  Dr.  Richard Madow:  So, when we were really little kids, early to mid-60s, those were typically  the kind of people and then it became much more common for men to have  tattoos. Any kind of job, education level or whatever. And now, obviously, it  seems like more women, more young women have tattoos than men. So, they’re  very typical, they’re very normal. They don’t mean anything other than the  fact that you’ve got the tattoo. I mean that’s all it means. So, I think if  you’re going to say, I don’t want to hire people with tattoos, well you’re  going to be cutting yourself out of a huge percentage and probably some very  talented and smart people or you’re going to be discriminating against it so  to speak. 
  Dr.  David Madow:  Many young people. Maybe even the majority.  
  Dr.  Richard Madow:  But what do you think? Do you think that if this person truly is in an area  where his patient population is maybe older and really conservative that he  should be cautious about hiring people with visible tattoos? 
  Dr.  David Madow: So,  you said visible tattoos. So, in other words, let’s say if somebody comes in  to the interview, let’s say a woman comes in to the interview and let’s say  she has tattoos but you can’t see them. They’re not visible. They’re on her  back or wherever they may be. They’re not visible during the interview. Does  anything need to be said at all like I just want to make sure if you have  tattoos whenever you’d come in, they’re covered up or if you can’t see them  during the interview, do you assume they will never be seen during work time? 
  Dr.  Richard Madow:  That is a really good question. In other words, I guess the basic question  here is do we have an office policy, no visible tattoos. 
  Dr.  David Madow: I  think that’s a possibility. But suppose – where do you draw the line? Suppose  a team member has a little tiny tattoo that he can’t hide but it’s not getting  in anybody’s way and it’s not in bad taste or anything. 
  Dr.  Richard Madow:  I was going to say I’ve seen young ladies with tattoos on kind of the inside  of their wrist. Right here, a cute little design. Nobody I think would say  it’s horrible. They look nice. That’s a visible tattoo. 
  Dr.  David Madow:  Yes. So, what’s the rule? Where do you draw the line? So, what we’re talking  about is if somebody comes in and they are no visible tattoos but you still  have like an office policy in place that says – that it clearly states no  visible tattoos during patient treatment time or something like that. 
  Dr.  Richard Madow:  Oh I see what you’re saying. So like after hours, you don’t care what they do.  They can walk around with very short sleeve shirts… 
  Dr.  David Madow: I  think you can’t tell somebody what to do after hours… 
  Dr.  Richard Madow:  Of course not.  
  Dr.  David Madow: I  think you can’t tell them that. But is it out of line? I guess it’s legal or  with HR – will the HR police get after you if you have it in your booklet that  says no visible tattoos allowed during clinical patient time. 
  Dr.  Richard Madow:  When I finished my residency and again, times were different. This was 1985.  I’m sure you remember one of my very early associateships was in a suburb of  Baltimore called Dundalk. Now Dundalk is the classic… 
  Dr.  David Madow:  Tattoo palace. 
  Dr.  Richard Madow: Right.  Stereotype blue color town, tattoos everywhere and we had this dental  assistant and I don’t think she had tattoos. But she wore like this weird  makeup. She had all these different colors on her eyes and she had one of  those haircuts where it was shaved on one side and slicked over on the other… 
  Dr.  David Madow: In  the 80s? 
  Dr.  Richard Madow:  80s. 
  Dr.  David Madow:  That was a little weird. 
  Dr.  Richard Madow:  She was really radical. And I’m thinking, what the F? This is a dental office.  Who’s going to come in and let this woman treat them? So, the flipside of that  is, of course, she was a great person, fantastic with patients, excellent  clinical assistant. I forgot about it like working with her for a day or two.  I didn’t even look at her and see this kind of freaky persona. I just saw this  great person who was a fantastic dental assistant and I think people were much  more closed minded in those days. I’ve got another story I want to share, but  I think on this question, my answer is to loosen up, tattoos are normal.  Obviously, you don’t want somebody with a teardrop tattoo come out of their  eye which means they’re in a gang or murdered someone. 
  Dr.  David Madow: Is  that what it means? 
  Dr.  Richard Madow:  I think so. 
  Dr.  David Madow: I  don’t even know that. 
  Dr.  Richard Madow:  Or like profanity or something like that. But I think using the word tasteful  is tough because that’s objective, subjective. 
  Dr.  David Madow:  Subjective. 
  Dr.  Richard Madow:  Thank you. That’s a subjective term. 
  Dr.  David Madow:  Right. You can’t say that only tasteful tattoos are allowed. Well who decides? 
  Dr.  Richard Madow:  I think it’s time, it’s 2019. If you’re listening to this, it’s current. I  think it’s time to let it go and just hire people who are – present well, have  great clinical skills, are good with patients and not worry about it. What do  you think? 
  Dr.  David Madow: So  you’re saying that – I think you need to have some type of guidelines in place  because by what you’re saying, it will be totally fine especially on a warm  day when your assistant is wearing something sleeveless… 
  Dr.  Richard Madow:  Well they can after work clinical attire. They can’t wear… 
  Dr.  David Madow: They  have like the whole arm – what do you call it? a sleeve. A whole arm tattooed  up and maybe the neck. Is that okay? For professional practice. 
  Dr.  Richard Madow:  I think it’s fine. It’s funny, I think that there are certain rules that we  have to have with our team members. And one is they have to present well. It  means they can’t come in poorly dressed. Clothes that don’t look right in a  clinical – it doesn’t mean you have to spend a lot of money. But it means your  clothes have to be clean and they have to look great in a clinical setting.  And your hair is to be pull back properly and you can’t have long dangling  earrings. These things get in the way of proper treatment. But I think when it  comes to somebody’s looks which includes tattoos, I don’t know. I wouldn’t mind  if a woman has a sleeve tattoo working in my practice if she’s a great  assistant and dresses normally. 
  Dr.  David Madow: I  think it depends on the area. Like you said, Dundalk, Maryland it will  totally… 
  Dr.  Richard Madow:  I think you call it tattoo palace.  
  Dr.  David Madow:  It’s not like a knock on Dundalk but like Upper West Side of Manhattan, a  practice there. If somebody was totally tattooed up, I don’t know if that’s so  cool.  
  Dr.  Richard Madow:  Upper West Side Manhattan, I would say you’ve got a huge artistic community… 
  Dr.  David Madow:  Upper East side. Let’s go Upper East Side. 
  Dr.  Richard Madow:  Upper East Side, that’s a little snootier.  
  Dr.  David Madow:  Going into a dental office and someone just – a person is just tattooed up, I  mean I personally have nothing against tattoos or I have nothing against them.  But again, I have nothing against a lot of things but a lot of things  shouldn’t be necessarily ok in a dental office.  
  Dr.  Richard Madow:  I guess I can only speak my personal opinion. I certainly wouldn’t mind being  treated by a dental assistant or a dentist or whatever that had sleeve tattoos  as long as they were great assistants or dentists. Will people leave your  practice? I don’t think so.  
  Dr.  David Madow: Let  me just give you an example. It’s been two or three years, I met a waitress in  Ruby Tuesday. 
  Dr.  Richard Madow:  Again? You know waitresses.  
  Dr.  David Madow: I  met her. There was a waitress at Ruby Tuesday and she was super, super nice  and she was – let’s just say for a lack of a better term, I’m going to use –  she was all tattooed up. 
  Dr.  Richard Madow:  All tattooed up. ATU. 
  Dr.  David Madow: She  was ATU all the way and she told us a story that sometimes people would come  in like an elderly couple would come in and she would say hi I’m your waitress  today, and they would go to the manager and say, I do not want this woman  waiting on us with all this tattoos. So again, not everybody thinks the way we  think, and is it possible it’s hurting the practice having somebody that’s all  tattooed up working on patients. I think it could hurt the practice. I mean it  could. 
  Dr.  Richard Madow:  I guess the other side of that coin is sometimes you have to make a decision  like are you going to stand by your principles even if in some way it could be  detrimental to your practice. And back to this woman in that Dundalk practice,  sometimes she would come in with a big blue streak in her hair and some people  would say she’s a freakazoid, but she wasn’t. 
  Dr.  David Madow:  Right. I think we’re going to have to leave this as it’s up to each practice  to decide but you should have something outlined in the office manual. 
  Dr.  Richard Madow:  I want to get back to the Ruby Tuesday for a second. 
  Dr.  David Madow:  Yeah sure. 
  Dr.  Richard Madow:  And we’ve seen this many times. There are waitress, servers, waiters,  waitresses, whatever you want to call them. As a matter of fact one worked in  a restaurant near here. No tattoos, very clean appearance, but gingivitis.  That’s I think gross.  
  Dr.  David Madow:  Well you’ve got to say no gingivitis will… 
  Dr.  Richard Madow:  But most restaurant owners don’t even know and now that is gross. 
  Dr.  David Madow:  They’ve got to have a soft tissue management program in the restaurant. 
  Dr.  Richard Madow: So  that’s disgusting. That person has got billions of disgusting infectious  bacteria in her mouth. That to me is much more important than tattoos or  piercings or something like that. 
  Dr.  David Madow:  Yeah, I agree with you, but I’m thinking it goes without saying that you’re  not going to have somebody with gross periodontal disease working in the  dental practice. You’re just not going to allow that. 
  Dr.  Richard Madow:  I see people with bad teeth working in dental practices. You have too.  Sometimes it’s the dentist. 
  Dr.  David Madow:  Absolutely. We have seen it. We definitely have seen it. 
  Dr.  Richard Madow:  I guess what I’m saying is I think if you’re worried about this, you’re  worried about the wrong thing. If there’s anything that could cause patients  to leave, I’ll bet there are patients who for one reason or another said, I  don’t want a male hygienist.  
  Dr.  David Madow: Oh  100%. 
  Dr.  Richard Madow:  Well, you know, get with it.  
  Dr.  David Madow: So  we’ll just leave it with that. It’s subjective and it’s up to the practice. 
  Dr.  Richard Madow:  It’s a great question. 
  Dr.  David Madow: It  is a really good question. So, Dr. Smith, thanks so much for sending that.  Everybody, keep sending your great questions because we really appreciate you… 
  Dr.  Richard Madow:  I would love to hear your opinion on this because I know that we have a really  – I know we would want to handle this question but I don’t know if we ever  really came to what we would say is a definitive answer for us.  
  Dr.  David Madow: No  it’s subjective. It depends on the office.  
  Dr.  Richard Madow:  Please, if you’re listening to us, we’d love to hear you weigh in on this  topic. That will be great. 
  Dr.  David Madow:  Yeah that would be fantastic. 
  Dr.  Richard Madow:  How do they reach us? Now I can’t remember. info@madow.com, you can’t go wrong  with that. info@ M A D O W.com 
  Dr.  David Madow:  Also, podcast@madow.com will get to us. But pretty much anything @madow.com.  You can send it to crazy@ -- no it won’t get to us. 
  Dr.  Richard Madow:  No don’t do that. rtrain@madow.com – it’s still info. Hey before we do our  call of the week. Who is coming to TBSE this year? Yes, November in Las Vegas  at the fantastic Tropicana Resort Hotel. We’ve got an incredible lineup of  speakers. It is the best bang for your buck in dental education. Nothing else  is even close. So, go to the website, check out the speakers, sign up while  the tuition is still really really low. It’s an incredible two days of not  just dental education, but fun, motivation, team building and a great  vacation. You certainly deserve a little vacation, especially when the  practice can pay for it. So that’s up to your accountant of course but I hope  you’re charging all your CE to the office. Go to tbse.com. The Best Seminar  Ever. Tbse.com. Look at the speaker line up, it will absolutely appeal to you  and bring the team. We’ll be there, we’ll be hanging out, we’ll be shooting  the breeze, having a good all time with you in Vegas. So again, tbse.com and  we’ll see you there. 
  Dr.  David Madow: 25th  anniversary. We’ve been here for 25 years. 
  Dr.  Richard Madow:  Yeah 25 years. Cheers. 
  Dr.  David Madow: How  have we been doing this for 25 years?  
  Dr.  Richard Madow:  Unbelievable. I’m not so sure. 
  Dr.  David Madow:  It’s going to be special though. 
  Dr.  Richard Madow:  It’s kind of like a disease. We can’t get rid of it. It comes back year after  year after year.  
  Dr.  David Madow:  It’s going to be very special. 
  Dr.  Richard Madow:  Special. 
  Dr.  David Madow:  Before we move on to the call Rich, let’s talk about something. I know we  mention this every single episode for a reason. 
  Dr.  Richard Madow:  Is there a reason? 
  Dr.  David Madow:  Because if somebody just said to me, how would you like to have a check or how  would you like to save a lot of money every single month. I’d be stupid enough  not to listen especially if it were so simple that everybody could do it. Well  that’s why we talk about Fattmerchant. The credit card processing company that  we truly believe in. We use them here at the Madow Center, we switched to that  – how long – about a year ago?  
  Dr.  Richard Madow:  About a year ago. Maybe a year and a half ago. 
  Dr.  David Madow:  Something like that, but we’ve never been happier. Transactions are smoother.  Everything goes well, plus we’ve saved so much money and you can do the same  thing in your dental practice. When you sign up with Fattmerchant, it’s simple  to switch. They do everything for you including if you use our special link  that we’re going to give you. They’ll give you the free terminal. Free  terminal, you don’t have to do anything and you’ll start saving a lot of money  every single month. If you’re not doing this, you’re kind of nuts not to do  it. Why wouldn’t you want to do this, go to bit.ly/fattmad which is F A T T M  A D, if you’re watching on video we’re putting a little thing down there so  you can make sure you have the spelling right. But however you get there, if  you’re not doing this, you'll be losing out on money every single month, why  wouldn’t you do it.  
  Dr.  Richard Madow:  All right, let’s do the call of the week.  
  Voice Recording: For quality of  service, this call may be recorded. 
  [phone ringing] 
  Female  Speaker:  Good morning, thank you for calling. How may I help you? 
  Dr.  David Madow: Hi,  my wife asked me to make this call. She kind of put it on my to-do list today.  She wanted me to ask you if you’re accepting new patients. 
  Female  Speaker:  Yes, we are.  
  Dr.  David Madow: Okay  great. I’ll let her know. Thank you very much. 
  Female  Speaker: No  problem, bye, bye. 
  Dr.  David Madow:  Okay, bye.  
  Dr.  Richard Madow: Do  you ever just want to like raise your hand and scream. Is anybody listening?  
  Dr. David Madow: I don’t get it. I really don’t get  it Rich. 
  Dr.  Richard Madow:  The simplest of all calls; two patients because I would assume the husband and  wife are coming in. Right? 
  Dr.  David Madow: I  was just going to say the same thing. Almost guaranteed two patients. She  answers the question, yeah we’re accepting new patients but she didn’t take it  any further. And you know something that I think might have been one of the  problems. Okay so did you hear as soon as I started the question, another  phone was ringing in the background. I think what was on her – on her mind was  I’ve got to get to that other call. And it rang twice and I said okay thank  you very much. It was much easier for her to say no problem and take the other  call than to start explaining. And then the other call keeps coming in and  that’s what I thought. I felt it. 
  Dr.  Richard Madow:  It’s a really good point. I think when there’s another call coming in whether  it’s even in your personal life, when you got that annoying call waiting thing  or your whole focus shifts. Who’s this new caller? Is this more important than  the call you’re on? Do I need to put Mom on hold? You’re right, you’re so  right. So first of all, nobody should be in that position in the dental  practice. You should have enough people to answer the phone and even if  there’s a clinical team member who is not busy that second, they should be –  they should have the mindset that they’re going to grab that phone if it’s  ringing. So really good point.  
  Dr.  David Madow: So  I wonder if they had proper staffing there and somebody else took that other  call that was obviously ringing in the background, if she would have more time  to devote with me, if she would have been better she would have… 
  Dr.  Richard Madow:  My guess is no. 
  Dr.  David Madow:  Maybe not but at least she would have a chance. But now all she’s thinking is  I need to pick up that second call. 
  Dr.  Richard Madow:  So in that scenario, she could have said excuse me for one second. I’ll just  put you on a very brief hold. 
  Dr.  David Madow: Yes  exactly. 
  Dr.  Richard Madow:  Boom and then just handle that call even if it means getting some information  and calling someone back or putting them on a brief hold. She’s got a live  wire right here that wants to know if you’re accepting new patients.  
  Dr.  David Madow: My  wife said – made it a point to send me to call… 
  Dr.  Richard Madow:  And I’ll do whatever my wife said. 
  Dr.  David Madow:  Exactly. Your wife asks you to call, there’s a reason you’re doing this.  You’re trying to find a dentist who’s taking new patients. Are you the one or  not?  
  Dr.  Richard Madow:  Well we’re accepting new patients, we’re just not appointing them.  
  Dr.  David Madow:  That’s exactly right. So here’s the thing Rich. I guess every single time, the  doctor who’s obviously doing great clinical work is thinking… 
  Dr.  Richard Madow:  Obviously, well not so obviously but… 
  Dr.  David Madow:  Thinking that oh my front desk person, my scheduling assistant or… 
  Dr.  Richard Madow:  June is fantastic. 
  Dr.  David Madow: She  is great, she is so nice and she’s taking care of answering questions. Does he  have any idea this is going on? 
  Dr.  Richard Madow:  Clueless. 
  Dr.  David Madow: No  idea. 
  Dr.  Richard Madow:  No idea. 
  Dr.  David Madow: And  we say this every time for a reason because I know there are probably doctors  who are listening or watching right now and saying, well this would never  happen in my practice. Well guess what, it probably is.  
  Dr.  Richard Madow: Send  us your number. We’ll find out. Send us your number.  
  Dr.  David Madow:  Grade? 
  Dr.  Richard Madow:  I hate to keep failing people but I think it’s going to have to be an F. 
  Dr.  David Madow: We  got to fail her. F  
  Dr.  Richard Madow:  Yeah she’s a failure. 
  Dr.  David Madow:  Because she didn’t ask for anything. 
  Dr.  Richard Madow:  She did nothing. Thanks for nothing. 
  Dr.  David Madow:  Thanks for nothing. 
  Dr.  Richard Madow:  She did nothing. Alright. 
  Dr.  David Madow: I  think that wraps it up. 
  Dr.  Richard Madow:  Next I’m telling you, next episode it’s not going to be an F. They got to be  at least a B plus. 
  Dr.  David Madow: I  really hope – I want that. We really want that. We want to prove that some  people are fantastic. 
  Dr.  Richard Madow:  We want everyone to pass. 
  Dr.  David Madow:  Until next time, Dr. David Madow. 
  Dr.  Richard Madow:  Dr. Richard Madow. Thanks for listening and watching. We’ll see you soon. 
  [music playing] 
  
   

Doctor Runs Late – Is This Destroying My Practice?

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Here is a practice where the doctor is always running late simply because he just loves to chat it up with his patients. A team member is bringing this up because she is extremely frustrated. We find that running late is a very common occurrence in dental practices all across the USA. So the question is how does it affect patient retention and the office’s bottom line? Tune in to find out what Dr. David Madow and Dr. Richard Madow have to say about this. Then of course we do the call of the week. We call an office asking a great question – I would like to come in as a new patient but does the doctor run on time? How do you think they did? You need to listen to this one. 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!


Doctor Runs Late – Is This Destroying My Practice?

Dr. David Madow: Is the doctor constantly running late destroying your practice? Stay tuned, we’re going to find out right now. Welcome back to the Dental Practice Fixers Podcast. I am Dr. David Madow, along with… 
 Dr. Richard Madow: I’m Dr. Richard Madow. We are your co-hosts for the Dental Practice Fixers Podcast. Thanks so much everybody for listening, for watching, for sending us your comments. Why don’t we get right down to it because we have a really cool question today. Here’s the question, I’ll just read it. It says Doctors Madow. I really like that… 
 Dr. David Madow: The Doctors Madow. 
 Dr. Richard Madow: Doctors Madow. Yeah, I have friends who are physicians and they’re both – they insist on being called the doctors. 
 Dr. David Madow: The doctors. 
 Dr. Richard Madow: I’m not going to say their last name just in case they’re listening. But they don’t know… 
 Dr. David Madow: Guess what, they’re not listening. 
 Dr. Richard Madow: Let’s just say it’s Smith. They have to be introduced as the Doctors Smith. 
 Dr. David Madow: It’s not a true story. It’s not true. 
 Dr. Richard Madow: It’s true. Like if you send them an invitation to a wedding or something…  
 Dr. David Madow: The Doctors Smith. 
 Dr. Richard Madow: The Doctors Smith. 
 Dr. David Madow: How about the Doctors Smiths? It’s not that? 
 Dr. Richard Madow: It’s kind of like saying I have two brother in-laws, where it actually should be two brothers in-law. Right? 
 Dr. David Madow: Yeah exactly. But I’ve got two brothers in-law. I got two brother in-laws. 
 Dr. Richard Madow: Do you? 
 Dr. David Madow: I don’t think I have any brothers in-law. 
 Dr. Ricard Madow: Sure you do. 
 Dr. David Madow: Who’s my brother in law? 
 Dr. Richard Madow: Yoko’s brother. 
 Dr. David Madow: Oh he’s my brother in-law. Right. I didn’t think about that there for a second. 
 Dr. Richard Madow: I have a whole slew of them because Kandace has a large family. So I’ve got brothers in-law, sisters in-law coming out the ying-yang 
 Dr. David Madow: And you have a lot of brother in-laws too. 
 Dr. Richard Madow: Exactly. 
 Dr. David Madow: Let’s read the question. 
 Dr. Richard Madow: No mother in-laws unfortunately. Okay. Doctors Madow, I work for a fantastic dentist. He does great work and he’s kind to all of his patients. He really cares and this can cause him to talk a bit too much. You know where that’s going. Right? I feel that we’re constantly running late. I can tell our patients don’t like it when we get them from the waiting room 20 or 30 minutes after their appointment time. Is there anything that can be done about this? And this is from Aubrey in Dothan, Alabama.  
 
 Dr. David Madow: Dothan. 
 Dr. Richard Madow: Dothan, Alabama. 
 Dr. David Madow: We spoke there. Remember we… 
 Dr. Richard Madow: Do you remember we spoke there? It was a great seminar… 
 Dr. David Madow: Was that the one that was like almost an arena? It was great. 
 Dr. Richard Madow: Yes it was. It was like a miniature arena. I felt like… 
 Dr. David Madow: Yeah. Like a miniature hockey arena. 
 Dr. Richard Madow: Exactly. But the way it was laid out, I felt like we were the Beatles in 1963. 
 Dr. David Madow: Let me tell you… 
 Dr. Richard Madow: Coming to our first US gig and it was a really cool arena. It was fun. I can’t say that the stands were all packed. Pretty much… 
 Dr. David Madow: Well I could say that even though they weren’t. Because the stands weren’t all packed already. Weren’t they selling popcorn and hotdogs and stuff like that? 
 Dr. Richard Madow: Merch, t-shirts, Madow Brothers t-shirts. We met some really cool people in Dothan. If anybody here is listening and you’re in Dothan, Alabama, bring us back and hello. Thanks for having us that one time. It was good. Maybe we should say hi. Didn’t Marshall have a dental assistant from Dothan, Alabama? He did. 
 Dr. David Madow: What was her name? 
 Dr. Richard Madow: Her name was – oh shoot I can’t remember what her name was. I’ll get it, I’ll remember. He used to talk about her all the time. All the time. 
 Dr. David Madow: Oh. How come he’s not with her? 
 Dr. Richard Madow: I’m not sure. I think maybe she moved back to Dothan. My advice is go back to Green Bow, Alabama. We better answer this question
 Dr. David Madow: We better 
 Dr. Richard Madow: Because now we’re running late. 
 Dr. David Madow: No we never run late on the show. 
 Dr. Richard Madow: Running late is a bit of a pet peeve of mind. Even though the phrase pet peeve is a bit of a pet peeve of mind. I cannot stand running late. Those of you who have gone to some of our one day seminars, you may have been there when I told you the story about how I left my physician because he ran late all the time. Do any of you think people leave dental practices as patients leave because they run late? 
 Dr. David Madow: 100%. I’ve done it. I’m not going to mention any names because the office might be watching. But seriously, I have actually left a practice because every time I came in for a hygiene appointment, I could like, clockwork, she ran like 15 to 20 minutes late. 
 Dr. Richard Madow: Run late like clockwork. It’s funny. 
 Dr. David Madow: It’s true. Like clockwork. I could predict that even if I came in late, once early – I’m always early as you know. Always early and I came in, and I see her like futzing around with a patient every single time. 15 to 20 minutes late. I just got the hell out of there. 
 Dr. Richard Madow: You made an interesting comment which is – I’m not going to mention the name of the practice because they may be listening, which leads to the next point which is you left an office because they were running late all the time. I bet they had no idea that’s why you left. 
 Dr. David Madow: No idea. 
 Dr. Richard Madow: Zero Idea. 
 Dr. David Madow: First of all, let’s back up. I’m not ever sure if they know I left. 
 Dr. Richard Madow: Right. Problem number one. 
 Dr. David Madow: They have no idea. Should I have told them? 
 Dr. Richard Madow: I don’t know. Maybe.
 Dr. David Madow: It was kind of like a friend of mine. I hate to say. 
 Dr. Richard Madow: Yeah. Well Ex-friend. 
 Dr. David Madow: No he’s still a friend and he has no idea that I left. Because of that. 
 Dr. Richard Madow: But it’s interesting, because a dentist might think, yeah we run late. That’s par for the course. Patients aren’t leaving because of it but they are. And they’re certainly not referring other people knowing that their friends or co-workers will have to sit in the reception area collecting dust while they’re waiting to be taken back. 
 Dr. David Madow: Hey Jimmy, I want to refer you to a really good practice. They always run late but they’re really good, but they always run late. 
 Dr. Richard Madow: Well I’ll get there late. Yeah not cool. 
 Dr. David Madow: It doesn’t happen. 
 Dr. Richard Madow: So I got to say, and Dave I know when we both had our practices, this is something we talked about. We simply did not run late in my practice. That was the rule. We do not run late. And then when decisions have to be made, emergencies call, procedures go bad as they always do sometimes in dentistry. And we had to make a decision. Our decision was based on the fact that we do not run late. Is it possible? Absolutely. We both did it. 
 Dr. David Madow: Yes, it is possible. I will go back and say that there are a few things that could be done with this doctor. I think when they wrote in – it was a team member that wrote in and she said he just talks way too much, 20 minutes, sometimes – so one thing they can do, I mean two things with that. He could either not talk as much or if he truly loves talking, he’s going to have to realize that he just can’t produce as much and schedule more time for each patient, but you can’t have it both ways. You can’t talk 20 minutes after the appointment is over and continue to see patients. It just doesn’t work. 
 Dr. Richard Madow: So you’re saying this doctor – one of the decisions they might have to make is: do I enjoy talking, or can I not control my talking so much, that I’m going to actually have to reduce my income because I’ve got this talking habit and that way I won’t run late. 
 Dr. David Madow: If the doctor truly is like a dentist… 
 Dr. Richard Madow: Chatter box. 
 Dr. David Madow: Who loved talking to the patients and that’s what he likes to do. He wakes up in the morning thinking, I’m going to have a nice conversation with Mrs. Smith. He’ll have to realize he can’t fit as many patients in which might mean not as much income. Because the other alternative is to consistently run late. The patients are pissed off. They’re going to leave anyway so it’s kind of having the same effect. He’s not going to make as much income because the patients are leaving the practice. 
 Dr. Richard Madow: It might be better to just shut the hell up. Some people, they have a personality that won’t allow them to do that. I know. 
 Dr. David Madow: Right. That would be good but suppose he really likes talking to his patients, suppose he got into dentistry because he loves that part. 
 Dr. Richard Madow: I would question, even if this is the case. Do the patients really enjoy sitting in there talking with the dentist? I mean let’s face it. People are busy, they don’t want to have a dentist blab to them for 20 minutes when they’re done. Even if they’re acting like they’re respectful and care – they would rather get out of there, I think. 
 Dr. David Madow: Yeah you might be right. Don’t get me wrong. I do not think that’s the idea of the practice. To pad appointment time because you like talking to your patients for 20 minutes. It’s not ideal at all. It’s not good revenue-wise and financial-wise. Not good. But it’s one solution. But yeah I agree. Cut the chatter down to a minimum, but still be super nice. If my doctor came in and was super nice to me and asked me a question or two and then said they’re off to their next patient. I’d be totally happy with that. I don’t expect my doctor nor want my doctor to be in there talking to me for 20 extra minutes. 
 Dr. Richard Madow: Right. You know about my internist. I really really like him. He is – I don’t think it’s even a technique. I don’t even think he realizes that he does it. 
 Dr. David Madow: Does he have a technique? 
 Dr. Richard Madow: When you finish your appointment, he asks like one kind of non-medical, one social question. He knows I love music and he loves European history. He’s super smart. He knows I like talking about that stuff too even though I don’t know that much compared to him. He’ll just bring up one thing, we’ll have a really friendly chit chat for 2 minutes and then we both know it’s time to go. 
 Dr. David Madow: It’s time to go. 
 Dr. Richard Madow: He’s got another patient after. 
 Dr. David Madow: I think that’s ideal. 
 Dr. Richard Madow: And he runs on time which is rare with internists. 
 Dr. David Madow: I think that’s actually ideal… 
 Dr. Richard Madow: But I feel like he cares about me, he knows me as a person, not just a set of organs. But I also feel he doesn’t run late and I appreciate it. Those of you who come to our seminars, one of the little tips I give is that – and it takes me like 30 minutes in our seminar. We will try to do it in 30 seconds. 
 Dr. David Madow: Okay sorry, 30 seconds. 
 Dr. Richard Madow: Doc, when you have a bit of spare time, maybe your assistant is making a temporary, patient is getting numb and they’re waiting for an impression. Go into the hygiene room and check your hygiene patient. Make a little deal with your hygienist. We’re not going to do it at the end of the appointment. You don’t have to come track me down and while I’m in the middle of something that I can’t take a break from. I’m going to come in when I have a minute, we’ll do the hygiene check, just sit the patient up, rinse them out, give me the spiel, boom, boom. Hygienist never has to wait for the dentist, dentist never has to wait for the hygienist. That will definitely help add some minutes into your schedule that you didn’t know you had. So that’s one little tip and trick to not running late. 
 Dr. David Madow: Yeah I think that’s really good. And I think – to summarize – I don’t know if we’re finished with this segment or not, but to summarize, it’s really important that the doctor just makes that determination. I don’t know if that’s the best word or not, but we are not going to run late in every single thing that’s done during the course of the day. Goes back to that we do not run late. And if that’s the mindset of the entire practice, like you and I did in our practices, you don’t run late 99.9% of the time. 
 Dr. Richard Madow: Well I think a lot of it also has to do with the doctor has unrealistic expectations on how long it takes to do certain procedures. They say, yeah this patient needs two crowns. I’d love to do it as soon as possible. That doesn’t mean you can throw it into a 40-minute slot. It’s just not realistic and that’s asking for trouble. 
 Dr. David Madow: You have to be honest with the scheduling. The amount of time it takes to do a procedure. That’s exactly right. 
 Dr. Richard Madow: I’ll tell you another thing too. People say, we have emergencies, we have – if you get a lot of emergencies, that’s a different issue all together. We don’t have that many emergencies in dentistry. We’re not heart surgeons. 
 Dr. David Madow: And when you do have an emergency, that does not mean you have to do a full treatment. A lot of times palliative treatment, diagnose, do what it takes to get them out of pain and bring them back in the time slot that you can actually do the full procedure. It doesn’t mean you have to do everything for an emergency patient; just get them in. 
 Dr. Richard Madow: It also doesn’t mean that that emergency has to take scheduling priority over a patient that has an appointment. You can bring the emergency in and say look, we’re going to take care of you. We have scheduled patients today as well so I might be bopping in and out of the room and you might be here a little bit more. But don’t make the scheduled patient wait. Make the emergency patient wait. Get them pleased as punch that you’re seeing them. So if they have to wait a little bit, they’ll understand. Work in it. 
 Dr. David Madow: I think the bottom line – we can both agree on this. The bottom line is that if you are running late consistently in your practice, it is absolutely hurting your practice. Admit it or not, it is hurting your practice, and the only person or people that can control this is the doctor
 and the team members. You’ve got to determine that we’re going to change this. If you don’t change it, it’s hurting your practice. So it’s up to you. 
 Dr. Richard Madow: As always. 
 Dr. David Madow: Everything is up to you. Exactly. 
 Dr. Richard Madow: Okay I don’t to beat this dead horse. 
 Dr. David Madow: Oh please. What? 
 Dr. Richard Madow: I don’t understand why dentists don’t take this advice, because most dentists run late. At least with a decent percentage of their patients. 
 Dr. David Madow: I will tell you this. I go to an office now locally. A dental office locally, and I will tell you they subscribe to our philosophy and she’s probably watching this right now. I won’t even mention names but honestly, they never run late. I walk in for my hygiene appointment, I’m 100% of the time greeted by the hygienist and taken back on time every single time. 
 Dr. Richard Madow: So you know, it’s funny. We both go to dental practices that – not only do we personally know the dentists and really respect their clinical abilities, but they’re really really well-run practices. The practice I go to is a large practice. It has I think five dentists now. I think three or four of them are partners. So it’s a big place and when I go in I’m always greeted by name instantly. And pretty much – and I’m always like five or 10 minutes early, but as soon as I – if I look at my watch, 11 AM on the button, I know my hygienist comes out and greets me. She calls me Dr. Madow which I don’t care if she doesn’t but it’s nice. Everybody else in the waiting room looks, oh what kind of doctor is he. You don’t look like a doctor. But that’s not my point. It sounds like it’s the same way in the practice where you go; you’re greeted by name, on time they take you… 
 Dr. David Madow: [cross talking - 0:13:02.0] when I walk in. No this is really funny. You’ll like this. It’s really cute with the way they do it. But the person behind the front desk, I walk in the door, she looks at me and she said okay the party is about to get started right now. 
 Dr. Richard Madow: Well that’s good. 
 Dr. David Madow: It’s good, it’s fun. And people in the waiting room look at you because, who’s that doctor. They look at me like, why is a party starting every time this guy walks in? 
 Dr. Richard Madow: And are they disappointed? 
 Dr. David Madow: I think so. Very disappointed. 
 Dr. Richard Madow: Very funny. It can be done. It is being done. It’s being done and if it’s not being done in your practice, it’s being done in your competition’s practice. 
 Dr. David Madow: Both of the practices that we go to are extremely successful practices. And let’s just say one reason could be because they never run late. 
 Dr. Richard Madow: It’s very possible. Alright, well hey, before we get to our call which we’re going to continue with this theme and try to find a dental practice that does not run late. Right before we started recording; I was going to say taping. Taping is one of those terms that it’s not actually going on tape, but we still call it taping. 
 Dr. David Madow: I think it’s taping. We’ll always call it taping. 
 Dr. Richard Madow: Kind of like, will you dial this number? You’re not actually dialing. 
 Dr. David Madow: By the way, can you make me – you know those mix tapes you made me in the 1980s, could you make me another mix tape? 
 Dr. Richard Madow: It’s so funny you mentioned that because we don’t make mix tapes these days. We make playlists. 
 Dr. David Madow: Oh playlists. Right. 
 Dr. Richard Madow: I’m not bragging you or anything but I think I was known as a legend in the mix tape world. 
 Dr. David Madow: Every time you made a mix tape which then ultimately went into a mix CD. I treasure those things. I’m not kidding. They are really good. 
 Dr. Richard Madow: I was actually looking at my storage bin for some of my old mix CDs and mix tapes because I want to now to make them Spotify playlists. And I can’t find it. I threw them all out somehow. You probably don’t have them anymore either, but I was thinking about contacting some of my old friends who I always used to send mix CDs and I know this is a weird question but if you have any of my old mix CDs, please – because I made like inserts with all the song names on them too. Just take a quick photo of the inserts and send them to me. So if any of you are watching, please do that. 
 Dr. David Madow: Let me see what I have. There’s a slight chance on Apple Music. I might have one or two because I know sometimes songs come up and actually the artists, it says – because the way I filled it in, it says Rich Records. Let me see if I can recover… 
 Dr. Richard Madow: Oh wow, that would be great. 
 Dr. David Madow: Let me see if I have any old ones. That would be pretty cool. 
 Dr. Richard Madow: I know there’s one that I would really like to have. A couple songs from Sue Mack and one from Death Ray. I’m trying to think of two really cool bands who kind of came and went. 
 Dr. David Madow: Let’s see if I can find something. 
 Dr. Richard Madow: Okay. If we find them and I make them, I’ll give the Spotify public link on this podcast. Anyway, right before we started taping, not really taping but digitally recording today, we were talking about Fattmerchant. How unbelievable they are because we use them here at the Madow Center and most of the times where people pay us here for seminars and marketing programs or coaching or whatever, it’s by charge card. 
 So, finding the right charge card vendor, whatever you want to say. Processor which really really important to us. And everybody is calling, oh yeah we’re the bank, we can beat this rate, we can do this, we can do that. So, it really took us a long time before we found Fattmerchant, and we have been so incredibly – make a ding there. Every time we say Fattmerchant, maybe a bell should go off. 
 Dr. David Madow: What’s that bell? 
 Dr. Richard Madow: Doctors Madow just mentioned Fattmerchant. We’ve been incredibly pleased with them. We’re saving a ton of money, their customer service is incredible and we’ve recommended them to so many dental practices who are happily using them. So bottom line is customer service is great. If you use our special landing page /website, you’ll get all the equipment for free. They don’t charge a monthly overage percentage so you’ll save money like crazy. 
 Dr. David Madow: That’s big. That is bigtime. I want to ask you one thing. 
 Dr. Richard Madow: It’s fun to say Fattmerchant because I’m going to make my next ding. 
 Dr. David Madow: Well it’s more like – okay somebody is listening to this or watching us on the video part of it. They might not want to come to TBSE, you have to travel, you might not want to come to our Masterclass, they might not want to buy a product… 
 Dr. Richard Madow: Switch dental labs. 
 Dr. David Madow: Yeah exactly. But is there any reason why somebody wouldn’t switch credit card processing merchants to save a lot of money every single month when it’s almost effortless? I just can’t think of a reason. 
 Dr. Richard Madow: You’re right. You just put the whole thing in place and then boom. You forget it. 
 Dr. David Madow: It’s so easy. 
 Dr. Richard Madow: You set it and forget it. 
 Dr. David Madow: Yeah you set it and forget it. It’s like if somebody is sending you like a check for a lot of money every month for almost doing nothing. I mean it’s crazy not to – yeah well we did it. 
 Dr. Richard Madow: Kind of like my friend with a famous job you know about. 
 Dr. David Madow: I still want that job. I really want that job. 
 Dr. Richard Madow: He’s paid 200,000 a year for doing nothing.    
 Dr. David Madow: You told me he does something. But seriously, who wouldn’t want – somebody sends you a big fat check every month for almost doing nothing. I mean that’s one of the reasons we switched to Fattmerchant. It’s the ease of processing it. It’s just so perfect, we love it. 
 Dr. Richard Madow: It’s unbelievable, check it out. Go to this special website or landing page, whatever you want to call it, that we made just for you. When you use this, of course you get a free terminal. Free terminal, is that what it’s called? I think so. 
 Dr. David Madow: Yeah. The box, whatever you want to call that thing. 
 Dr. Richard Madow: The box. Put the message in the box. It Bitly which is B I T.L Y/FATTMAD. F A T T M A D. So it’s bit.ly/fattmad. They even now have a special phone number and I can’t remember what it is. 
 Dr. David Madow: We’ll see if we can get it either in this episode or next week. 
 Dr. Richard Madow: Or maybe we can put it in the graphics under there. So special [cross talking - 0:18:37.3]. 
 Dr. David Madow: That will be great. 
 Dr. Richard Madow: Fantastic. So do it, no excuse. 
 Dr. David Madow: I’ll say one more thing before we move on to the phone call, but if you’re one of the docs that’s been listening or watching our podcast every week and you hear us mention Fattmerchant and you haven’t done anything yet, let’s make this the episode you’ll finally say yeah I’m in. I want to save a few hundred bucks. I can’t guarantee the amount because it depends on the volume of the practice. 
 Dr. Richard Madow: Millions. It could be millions. 
 Dr. David Madow: Well it totally depends on the volume of your – if you’ve got a high volume in your practice, you save a ton – let’s make this the episode where you say, okay I’m going to do it. No excuses because it’s stupid if you don’t do it. 
 Dr. Richard Madow: I’m in. All right, good stuff. 
 Dr. David Madow: Let me just mention real quick. We have also been talking about this every other episode. We’ve got a Masterclass coming up this weekend. 
 Dr. Richard Madow: Right, and by the time people hear this it’s going too late for this one. 
 Dr. David Madow: And it’s totally full. Totally full. We’re not accepting anybody else. 
 Dr. Richard Madow: No more new patients. 
 Dr. David Madow: But we have some more Masterclasses coming up and Masterclass, let’s just leave it as this. It’s a day where you can absolutely change your practice and change your life. We don’t charge to attend the Masterclass. Come to the Madow Center for Dental Practice Success in Baltimore, Maryland. To get there, go to masterclass.madow.com, check it out. If this is the year you’re changing your practice and improving your life, your revenue, come to our Masterclass. 
 Dr. Richard Madow: All right, see you then. Let’s do our call of the week. 
 Dr. David Madow: Perfect. 
 [phone ringing] 
 Male Speaker: Good morning. How can I help you? 
 Dr. Richard Madow: Hi. Is this a dental office? 
 Male Speaker: This is a dentist office, yes. 
 Dr. Richard Madow: Yeah I’ve got a question for you. I’m thinking about switching dentists. The dentist I go to now seems like he’s a good dentist but they always run late. Like every time they take me back 10 minutes late, 15 minutes late. Do you guys usually run on time in your practice? 
 Male Speaker: Usually yes, we do. 
 Dr. Richard Madow: Usually yes. How often do you think do you don’t?
 Male Speaker: I mean we don’t schedule over because we only have one doctor that works every day so we’re usually pretty much on time. 
 Dr. Richard Madow: Okay great. Good, well thank you so much for that information. 
 Male Speaker: You’re very welcome. 
 Dr. Richard Madow: Okay bye. 
 Male Speaker: Bye, bye. 
 Dr. David Madow: Oh wow. 
 Dr. Richard Madow: Well first of all, how did that guy answer the phone… 
 Dr. David Madow: Wait a minute, was it a guy? It was not a guy. 
 Dr. Richard Madow: How did the woman answer the phone? 
 Dr. David Madow: What do you think it was? You think it was a guy? 
 Dr. Richard Madow: I’m not sure. I’m not going to go there. 
 Dr. David Madow: Might have been a mature woman I think. 
 Dr. Richard Madow: I’m not going to go there. 
 Dr. David Madow: What did she say, dentist office or something? 
 Dr. Richard Madow: I really couldn’t tell but it might have been [cross talking - 0:21:14.1] 
 Dr. David Madow: And then you said is this a dental office, this is a dentist office. Just like that. 
 Dr. Richard Madow: That was one of the more mumbly unlistenable answers I’ve ever heard in a long time. Exactly. Bad way to answer the phone. 
 Dr. David Madow: So that’s a strike against her. I think it was a her… 
 Dr. Richard Madow: [inaudible - 0:21:34.9] 
 Dr. David Madow: I think we can call back and say are you a her or… 
 Dr. Richard Madow: Nah I don’t have the number. 
 Dr. David Madow: Okay. I think she handled the answer to the question pretty well. 
 Dr. Richard Madow: I totally agree. I mean it was exactly what somebody want to hear. We try our best to run on time. We usually do. That’s as much as you’re going to expect. 
 Dr. David Madow: Yeah it was really good. But… 
 Dr. Richard Madow: We’d love to make an appointment for you so we can show you how well we run on time, Anything, please. 
 Dr. David Madow: It just goes back to every single episode is that the doctor probably thinks that his front desk person is doing a great job with scheduling but this is an example that she got no information, did not ask would you like to set up an appointment. Nothing, zero. 
 Dr. Richard Madow: Right. No information. Could not even call back if she wanted to. 
 Dr. David Madow: No way. 
 Dr. Richard Madow: Zippo. That is a big, fat F. 
 Dr. David Madow: I’m going to have to agree. F. 
 Dr. Richard Madow: All right. Well don’t run late and we’re not going to run late so we’re going to have to end this episode of the Dental Practice Fixers Podcast. Thanks so much for listening. I’m Dr. Richard Madow. 
 Dr. David Madow: Dr. David Madow. See you next time.       

I Need New Patients!

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The most common desire of all dentists is obtaining more new patients. Tons and tons of them. Docs think that this is the magic fix – you get more new patients and you are automatically successful. Is this true? In today’s episode The Dental Practice Fixers tackle this issue. They dive really deep into it. The answer may not be what you think. Tune in to find out what Dr. David Madow and Dr. Richard Madow have to say about this. Then of course we do the call of the week. We call an office asking a fairly simple question – How much is a cleaning? Most offices totally mess up this straightforward question. What’s your bet? Do they get it right today or not? You need to listen to this one. 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!


I Need New Patients!

Dr.  Richard Madow:  This is one of the questions we get about practice building problems more than  anything else. And it just happens to be the question for episode 16, season  two of the Dental Practice Fixers Podcast. I'm your cohost, Dr. Richard Madow.
  
  Dr. David Madow: I am Dr. David  Madow. How are you guys doing? 
  
  Dr. Richard Madow: How's everybody?  Thanks so much for being with us today. We really appreciate you. 
  
  Dr. David Madow: And thanks so much  for being a follower, listener, whatever you want to call it, fan of the  Dental Practice Fixers whenever you're listening
  
  Dr. Richard Madow: Friend or the  devil. Whether you're listening on iTunes, Stitcher, Spotify, right from our  website, or maybe you're even watching us on YouTube. Pass the word. Give us a  good rating, do what you can to help out the podcast. It's really good for  everyone and for the whole dental community, so we appreciate you. Thanks. 
  
  Dr. David Madow: Let's get right  into it today. Today's question is really not even a question. It's a  statement. 
  
  Dr. Richard Madow: A statement? 
  
  Dr. David Madow: It's a statement  from Scott in Illinois and his statement is four words. Just, 'I need new  patients'. I think he wants the Dental Practice Fixers to help him. I need new  patients. 
  
  Dr. Richard Madow: We're going to  do, right? 
  
  Dr. David Madow: We, that's like  probably the most common like, I wouldn't say its complaints, but the most  common desire of a dentist. They say, you know why? Because they think that  if, if I get more new patients, everything in my practice would be fantastic,  all great.
  
  Dr. Richard Madow: I just want a  big bus that says new patients on the side, they pull up to my office and they  all get out and their teeth are just dangling everywhere. They've got  insurance, that's going to be my dream. It will solve everything. You know  what, we try to keep these somewhat brief. I think we could probably do a  five-hour podcasts on this, but we're not going to do it. 
  
  Dr. David Madow: I got time. 
  
  Dr. Richard Madow: I know, I know. 
  
  Dr. David Madow: We're going to  keep this brief. We're going to answer the question for sure. 
  
  Dr. Richard Madow: I think there  were a bunch of different things we can say about this. 
  
  Dr. David Madow: Oh definitely. 
  
  Dr. Richard Madow: One is that  people think they need new patients, but it's not always the answer. An  example would be, I have practice and I need new patients and we look more  deeply into the practice. Maybe one of our coaches, maybe they're a coaching  client, one of our coaches goes out there and sees that they've got tons of  diagnosed treatment just sitting in the charts of patients they already have.  And the problem is they could get all the new patients in the world, but they're  having trouble getting the patients to say yes, I want this treatment you  recommended. So, their overhead is really high. They've got a revolving door  of patients who aren't getting any treatment done. And they think more new  patients is the answer when clearly, it's not. 
  
  Dr. David Madow: Exactly. And  another example would be, yeah, I suppose they want patients they’re not that  busy. But we go in there and we find out that every time the phone rings, the  person or the people at the front desk totally mess up the call. They're not  really good at scheduling, getting people in for appointments so they can get  all the calls, they get called all day long, every single day, every week,  every month. But the person, the front desk is not turning those calls into  appointments. So that's a tremendous problem. We see that more often than not.  
  
  Dr. Richard Madow: Well, we  certainly demonstrate that just about every week on the Dental Practice  Fixers; our typical mystery shopper call is some kind of new patient calling  with a question, one version or another of saying, I've selected your  practice. I want to become a patient in your practice. And there was, you  know, a typical question, whether it's how much do you charge for cleaning or  can you tell me where you're located or do you do crowns here? You know,  you've been listening for a while and they cannot get the new patient off the  phone and into the appointment book. So that's certainly a problem. 
  
  Dr. David Madow: So sometimes,  okay. Yeah, I think you're right. We can make this five hours if we wanted to  go, but we’re not going to. Suffice it to say there are a lot of things that  need to be in place and working really well in your practice before you even  should say, I need more new patients because these basic things should be  working really well, but let's assume they are.
  
  Dr. Richard Madow: I just want to  settle for one second and say kind of in agreeance to that is we help  practices get new patients. As a matter of fact, we have a whole Total New  Patient Program that people are using successfully, but unless your office's  in order, we would never recommend to spend money on marketing or referral  programs or whatever it is to get new patients because you'll just have a  repeat of the same issue. 
  
  Dr. David Madow: Exactly. To make  it, we should do this. Let's talk about some of the things that docs should  not do when looking for more patients. In other words, too many docs that we  know, that we've seen, that we've worked with. Those who typically, there'll  be walking around a dental meeting and of course there will be that big  exhibit hall. They'll go from exhibit to exhibit and everybody there, you  know, if they're not doing something clinical, everybody there is saying, I  can get you more new patients, here's how we do it, without a real plan,  without really thinking this thing through. They just sign up for these  different programs all and there. It's a mess. They're basically what we used  to say, like they're just throwing spaghetti at the wall, hopefully something  will stick. Well, that is the worst thing possible. You need a plan. You can't  just start saying, I want new patients. Let's take a little here, a little  there. It just doesn't work. It's going to mess you up. We promise that. 
  
  Dr. Richard Madow: Well, I think  typically, you know, a dentist necessarily walking through a big meeting or  maybe even TBSE and we'll come across a booth and some person that will say,  I'm going to get you on the front page of Google. That's first of all, it's  one of those promises that you gotta get your radar up a little bit. When  somebody promises to get you on the front page of Google every time. 
  
  Dr. David Madow: we want to say,  easier said than done, I think. I say, well, 
  
  Dr. Richard Madow: What if they  were on the front page of Google? So much more to it. Then when somebody  clicks on that listing, where does it go? Where does it take you, to a landing  page, to a website? What's on that landing page? What's on the website? Is  there a good call to action? Is the person at the other end of the phone  capable of scheduling these patients? As we've talked about, there's so many  steps that go into it,
  
  Dr. David Madow: Are you able to  track? are you following up with print, postcards, mail, whatever? There are  so many components of this, it's unbelievable. On the other side of the coin,  I feel that we're getting all over the place here, 
  
  Dr. David Madow: But that's what we  do. 
  
  Dr. Richard Madow: That's what the  Fixers do. 
  
  Dr. David Madow: We do as what we  do. 
  
  Dr. Richard Madow: There are  practices who really are good practices and have a lot of things in order, but  they are completely invisible. They're doing nothing to get new patients and  just hoping, hoping, hoping that the old method of word of mouth will work for  them and that can be a mistake as well. So, this very complicated. 
  
  Dr. David Madow: What did our  little friend, Dr. Mitchell Josephs say about word of mouth? 
  
  Dr. Richard Madow: It make W O M.  Wooooom.
  
  Dr. David Madow: It's like an air  conditioner running in the background. It's slow. Wooooom
  
  Dr. Richard Madow: It's mixed up  noise. 
  
  Dr. David Madow: It's all word of  mouth. I think word of mouth is great and the more patients we get through  word of mouth, but it cannot be the only way you get patients. There's no way.  So, what's the best, this wasn't even a question, but what's the best way to  kind of finalize this? I need more new patients. Number one, I guess. Make  sure, make sure everything in your practice is working. And from what we've  seen, I will go on record and say chances are it's not because how many times  have we or our coaches gone into a practice that supposedly everything is  great, everything is fantastic, we just need more new patients and we see  some… 
  
  Dr. Richard Madow: Everything's not  fantastic. 
  
  Dr. David Madow: It's not. 
  
  Dr. Richard Madow: So, I think  maybe, I don't know if we're ready to conclude the topic or not, but I think a  conclusion could be before you even think about any program to get new  patients, make sure everything is in order in your house, so to speak. And  that means that you are treating patients really, really well. That patient  feels like this is their dental home and it's warm and there's trust and they  know that when they go in there, they're going to meet a team that calls them  by name and runs on time and is kind and makes sure they're comfortable and  calls at night to see how they're doing. All these things need to be in place  before you even start thinking about new patient strategies because if they're  not, they just simply won't work. And how's your treatment plan acceptance  rate and do you have a soft tissue management program like we talked about on  the last episode, all of these things need to be taken care of first. 
  
  Dr. David Madow: Yeah, there are a  lot of things, but let's say, but once they're taken care of and once you need  new patients, which maybe we'll do a shameless plug for our Total New Patient  Program. 
    
  Dr.  Richard Madow:  Why not? 
  
  Dr. David Madow: It's our Total New  Patient Program. You know why? 
  
  Dr. Richard Madow: TNPP. 
  
  Dr. David Madow: You know why?  Because we have been, and this wasn't planned, but we've been helping dentists  get new patients for well over 30 years. Actually, before we became the Madow  Brothers. Well, wait, we've been Madow Brothers for life.
  
  Dr. Richard Madow: You we're not a  Madow brother like 1955 to a mid-1957.
  
  Dr. David Madow: Yeah. There was no  Madow Brothers, just Madow. 
  
  Dr. Richard Madow: And then  Marshall was born. 
  
  Dr. David Madow: And that's a  whole, you can do five hours on that. 
  
  Dr. Richard Madow: Then we became  the Madow Brothers, not this Madow Brothers nonetheless. 
  
  Dr. David Madow: But before we  actually started the Madow Brothers, Creative Management Resources with our  collection forms and the newsletter. I think before that, a couple of years  before that we started helping dentists get new patients into the practice, so  we've been using 
  
  Dr. Richard Madow: Using the same  things we did in our practices. So, we know it works.  
    
  Dr.  David Madow:  I'd say it's safe to say we've been doing this new patient thing longer than  anybody in dentistry for 30 plus years, well over 30 years, we're close to 35  years now. We know what we're doing and we now have and we're always changing.  We're always updating and we have this thing called Total New Patient Program  or Total New Patient Plan. It's TNPP. Total New Patient Program, I think it  stands for. Anyway, it doesn't matter what it stands for. The bottom line is  it's going to get more new patients. You know why? Because we do many  different things. It's not just one thing. We have not only an online presence  but follow up with postcards. We have tracking numbers. We do so many things  for you. Facebook, targeted Facebook ads. We target all ads. We know what  we're doing, we've done this a long time, we're up to date and if you need  more new patients and you've got everything else in place in your practice,  you might want to look into the Total New Patient Program. Best way is just go  to Madow.com. 
    
  Dr.  Richard Madow:  There's something else came to mind, talking about that and you were talking  about going to the big convention in Chicago, TBSE whatever. There are a lot  of dentists also, we hate to see dentists spend money irresponsibly or where  they don't get a good return on their investment. And so many times I want to  come into the clinical end of things, dentists think.
  
  Dr. David Madow: I know exactly  where you're going with this. 
  
  Dr. Richard Madow: They're going to  buy some clinical gadget that's going to change everything. We actually had  somebody a couple years ago, we really liked this guy, a great guy. And he  called us because he was thinking about using us for coaching. And the call  kind of elevated us, and I remember we're on the phone with him several times  and he was deciding between utilizing us for coaching or buying some piece of  equipment. Neither of us had ever heard of it, we started calling it the pain  machine. It was like someone has some kind of facial pain, TMJ Syndrome,  whatever, you just hold this machine up to their face and it magically cures  the pain which does not work. That's a topic for another day. 
  
  Dr. David Madow: Back up for a  second. We've got to say that his practice was not what I would call a  successful practice. It was in disarray. He was in his early sixties I  believe, he had basically no retirement, no money saved, very, very, very bad  financial shape and he was sold a bill of goods. This company told him that if  he just does this thing, he's going to be like the pain guy in his area. 
  
  Dr. Richard Madow: They convinced  him to buy all of this equipment went down to Florida, told us in Florida and  took the courses. Patients will be camped out and he would like, he'd get  there in the morning, have to like shuffle his way through the patients in  sleeping bags with bandages on their heads.
  
  Dr. David Maddow: Next, next, next.  
  
  Dr. Richard Maddow: exactly when he  opens the door. And he decided to go with that instead of getting some  coaching. 
  
  Dr. David Madow: Hadn't worked out. 
    
  Dr.  Richard Madow:  Well we actually followed up and he was hesitant to admit that, I hate to say  we were right, but he was hesitant to admit that this was not the solution to  those problems. Not just a dusty piece of equipment 
  
  Dr. David Madow: He's paying on it.  He's paying by the month for like the next 60 months, he's got to pay on this  thing. It was very expensive and it hasn't helped his practice one bit. 
  
  Dr. Richard Madow: So, a lot of  times people ask us like, is a CEREC a piece of equipment I should buy? We're  not anti-CEREC in principle, it's a really cool thing to be able to make  crowns if you know, if you're clinically talented to be able to make crowns  for your patients the same day as you prep, that's cool. But will the whatever  $100,000 you spend bring more patients in your practice, well that's a  different story all together. 
    
  Dr. David Madow: And unless you've got a $100,000  to $150,000 in cash lying around that you can just spend taking out a note and  going into debt for this. And then you find the thing doesn't work as well.  Look, let me tell you something. It's possible. It just possibly might not  work out as well as the company says it's going to. And then you're paying on  this thing forever for a $100,000, $150,000 piece of equipment that really  hasn't worked. It turns into a mess. 
  
  Dr. Richard Madow: We're not  telling you this piece of equipment or technology will do this, this, and  this. Well that's, you know, that's great. What it'll do clinically, how it  will help your patients make them feel better, smile better, get their  appointments more efficiently, whatever, that stuff might be true. But when  they say, and this will grow your practice like crazy. Well-
  
  Dr. David Madow: I'd be cautious.  So, when they break it down it's like a five year note or whatever it is.  Something like five-year note, ten-year note, whatever it might be. And they  say the payment’s only $1,800 a month. So, doctor, all you need to do is one  case per month and it takes care of this. That's bullshit because it's not as  easy as it sounds and that's for every single month for the next 60 months  plus. 
  
  Dr. Richard Madow: Use the pain  machine three times per month and-
  
  Dr. David Madow: Please don't  succumb to that kind of stuff. Please don't. Call us 
  
  Dr. Richard Madow: Talk to us  first, you know, call us, send us an email. We'll be glad to help you with  that even though you probably already know what our opinion is. 
  
  Dr. David Madow: Dr. Scott, I hope  that helps. We answered it, we went into a lot of detail, maybe gave you some  things you didn't even want to hear about, but we hope that helps you, so we  do the call. 
  
  Dr. Richard Madow: Let's do the  call, I just want to talk about real, real quickly cause it's coming up before  you know it, that's TBSE in Las Vegas, The Best Seminar Ever for dentists and  team members. You've probably heard about it on several podcasts. I won't go  into that much detail except to say if you are looking for an incredible  continuing education experience and a really fun time and some fantastic  practice growth information, you got to come to The Best Seminar Ever. So just  go to TBSE.com, tuition is still low, still seats left, but it will sell out  and the prices will go up. So, sign up now for TBSE. 
  
  Dr. David Madow: And we'll be  there, right? 
  
  Dr. Richard Madow: I sure hope so.  Barring any unforeseen circumstances. 
  
  Dr. David Madow: Before we do the  call, real quick well, since we're trying to really help your practice, we've  got just a couple of things real quickly we'll run by you. Number one is if  you're taking credit card payments in your practice for treatment, there is a  way to save a lot of money, maybe a little bit, a little to a lot of money  every single month very easily by pretty much, pretty much a push of a button.  It's called Fattmerchant. We love them, we believe in them, we use them here  at the Madow Center for Dental Practice Success. 
  
  Dr. Richard Madow: We save money  here. 
  
  Dr. David Madow: So again, if you  could save $20 a month or $5,000 a month, not promising either of those, but  somewhere in the middle. What can you do, it's very simple, we've got a  special site set up for you. It's simply bit.ly/fattmad. The reason you should  go to that site in particular is because when you do, they will give you,  since you're a friend of the Madows and you listened to our podcast or watched  our podcast, they're going to give you a free terminal, right? 
  
  Dr. Richard Madow: Yup.
  
  Dr. David Madow: Ordinarily you  have to pay for this, but they give it to you free. So, it's a no-lose  situation. It's so simple and it's a way you can bring in some extra money or  save some extra money in your practice every single month. Go to  bit.ly/fattmad. If you're watching the video on YouTube, it's right there,  make sure to click it right there, guys. And also, since you're watching us,  we are the Dental Practice Fixers, if you really want to take your practice,  things to the next level, attend one of our Masterclasses. Come out, hang out  with me, with Rich, with our coaches and our Madow Center for Dental Practice  Success in Baltimore. It's a full day of really great learning. We'll share  with you how we can help increase your practice, increase your revenue, increase  your happiness. Go to masterclass.madow.com and again if you're watching us,  it's right there. There'll be that link. Masterclass is very small and every  single one of them has sold out. 
  
  Dr. Richard Madow: So, we've met  some fantastic people and it's great when we hear somebody, a few months  later, from somebody a few months later saying, that Masterclass I attended  was a true turning point for me. 
  
  Dr. David Madow: Changed my life. 
  
  Dr. Richard Madow: My practice is  doing better, I'm happier, I'm making more money, I have a cohesive team.  That's the kind of stuff that really makes us happy after doing this for over  30 years. So, we’d love to have you be one of those people contacting us a few  months from now saying it was a day that really helped turn things around. See  you at the Masterclass. And what about the call? Let's do the call. 
  
  Dr. David Madow: Who do you want to  call? Let's do it right now. 
    
  Caller: Good morning. Thank you for  calling, [inaudible] Kayla speaking. who do I have the pleasure speaking with? 
    
  Dr.  David Madow: Hi  Kayla, this is Michael calling. I've been looking for a new dentist for a  little while and I don't know the exact question I should be asking, so I  guess I should just ask how much is a cleaning? 
    
  Caller: Okay. May I ask when's the last  time you had a cleaning?
  
  Dr. David Madow: It's been about a  year or so. 
    
  Caller: Okay. And when was the last time  you were seen by a dentist? 
    
  Dr.  David Madow:  About the same. 
  
  Caller: About a year ago? 
  
  Dr. David Madow: Yeah. 
    
  Caller: Okay. Well we could definitely  help you out. May I ask how you heard about us? 
    
  Dr.  David Madow:  Just an internet search. 
    
  Caller: Okay. Well we can definitely help  you out here in the office. I will let you know in order for the doctor to let  you know what type of cleaning you would need; doctor needs to do a full exam  of your mouth. Also do some x-rays that so that we'll know what type of  cleaning you would need, diagnose you properly. But I will let you know that  cleanings are going to range from a more basic cleaning of about a hundred  dollars to a more deeper cleaning, which is a couple hundred. 
    
  Dr.  David Madow:  Okay. Okay. And that sounds pretty reasonable, that answered the question  there. Good. 
  
  Caller: When will you like to come  in? 
  
  Dr. David Madow: I wasn't sure.  I'll just kind of still trying to figure my life out basically, my dental life  I should say. 
  
  Caller: - Figuring out your life  though. 
  
  Dr. David Madow: My dental life,  you know. 
    
  Caller: Okay. Well, do you have a good  telephone number where I could follow up with you? 
    
  Dr.  David Madow:  Sure. I do. Sure. Okay. I'm from out of town, so it's 801-484-4297. 
    
  Caller: Okay, we'll definitely follow up  with you. Definitely want to make sure you're still having your dental  treatment done. Okay? 
    
  Dr.  David Madow:  That sounds great. Tell me your name one more time. I want to just write that  down. 
  
  Caller: My name is Kayla. 
  
  Dr. David Madow: That's what I  thought, Kayla. Thank you so much, Kayla. I really appreciate it. 
    
  Caller: No problem. Enjoy the rest of  your day. 
  
  Dr. David Madow: Thank you.  Goodbye. 
  
  Caller: Thanks, bye, bye. 
    
  Dr.  Richard Madow:  Wow, Kayla.
  
  Dr. David Madow: Kayla, what do you  think? 
  
  Dr. Richard Madow: I'm going to say  we might have like our first non-failure in a long time. 
  
  Dr. David Madow: To be fair because  we want to make sure our listeners and viewers know that we do a call and if  it's, most of them that are not good, but if it's a good one we don't censor,  we don't delete that. 
  
  Dr. Richard Madow: We'll give Kayla  some credit. She did a lot of things I like. No, this is not exactly how we  recommend to answer the phone, but I like how she said, who do I have the  pleasure of speaking with? They're friendly, personal. I thought that was a  good line. She said a lot that I liked, when she kept saying, I can definitely  help you out. It was good, very reassuring. I can definitely help you out. 
  
  Dr. David Madow: One thing that,  again, it's probably not exactly how we teach, but she did it, she did it  okay. She pretty much didn't really, she gave him a fee for a cleaning, but  she said, it sounds like they’re an office where you have to have an exam  first. In other words, you can't come in just for a cleaning and exam. You've  got to have the exam before they even tell you what kind of cleaning. A lot of  people, including us, will probably say that might not be the best way to do  it because if somebody wants to come in for a cleaning, let them come in for a  cleaning and then of course let them become your patient and you can diagnose  them at that point. But that is a hurdle for some people not being able to  have a cleaning on the first visit. 
  
  Dr. Richard Madow: I think maybe a  patient has asked for a fee right off the bat like that. Maybe with that she  felt more comfortable saying, well, let's get you an exam first and we can  give you the exact fee. Maybe if you say, I just want to have a cleaning, she  would have [00:21:07]. 
  
  Dr. David Madow: Very possible.
  
  Dr. Richard Madow: I like how also  we always recommend 2 good choices just like we'd love to see you as a patient  in our practice. We can see you tomorrow at 2:00 PM or Thursday at 11:00 AM,  which is best for you? She didn't do that, but she has a cool version of it.  She said, well, when are you looking to come in? I like that because whenever  you said, she could've said, perfect, I'll see you then. 
  
  Dr. David Madow: It's also good  because it's, you just even with just saying that, she's better than 98 to 99%  of the offices in the country that we call because usually we don't get to  that point. Usually they don't say, when would you like to come in and can I  schedule you an appointment? They just say, okay, thank you, bye. So, and then  she asked for my name, she wanted to make sure she got my name and my phone  number. She made it clear that she's going to call me bac she's very concerned  about my dental care. 
  
  Dr. Richard Madow: So, whoever  actually has that number's going to get a call from Kayla. 
  
  Dr. David Madow: Don't call that  number. I think she did a good job. 
  
  Dr. Richard Madow: I totally agree.  
  
  Dr. David Madow: I do. 
  
  Dr. Richard Madow: If we have to  grade her, what are you going to give her? 
  
  Dr. David Madow: Oh, I'm going to  have, well, I'll tell you, I'm going to have to give her an A. 
  
  Dr. Richard Madow: I'm going to  give her an A as well. 
  
  Dr. David Madow: Because there's  nothing that she did wrong, I mean, okay. We might not agree on the philosophy  of the cleaning on the first visit, but she did a great job and I'm going to  give her the A for sure. 
  
  Dr. Richard Madow: Kayla, you got  an A, possibly the first A in the history of the Dental Practice Fixers.  Congratulations. Hey, thanks everybody for listening or watching. This was  episode 15 or 16, 
  
  Dr. David Madow: Episode 16. 
  
  Dr. Richard Madow: I never get that  right. 
  
  Dr. David Madow: It's okay, it's  all right, it's all good as they say. 
    
  Dr. Richard Madow: Episode Sweet 16 of the Dental  Practice Fixers Podcast, season two. I'm Dr. Richard Madow. 
  
  Dr. David Madow: Dr. David Madow,  we'll see you next time. 
   

How Can I Boost My Perio Department? My Soft Tissue Management Program Is Non-Existent!

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How does a dental practice know if they have a true periodontal therapy program or if they are just a “prophy palace?” In this episode, The Dental Practice Fixers, Dr. Richard Madow and Dr. David Madow discuss ways to provide better patient treatment AND boost revenue by correctly diagnosing and treating periodontal disease. Most adults in the United States have some form of perio disease – so let’s learn how to treat it correctly – and how to answer the question “Why didn’t my last dentist tell me this?”

And then of course there is the “Call Of The Week.” We continue the theme by asking an office manager if they have a soft tissue management program. It’s a weird question, but one word really tripped her up. Most importantly, did she schedule the patient? Listen and find out.

How does a dental practice know if they have a true periodontal therapy program or if they are just a “prophy palace?” In this episode, The Dental Practice Fixers, Dr. Richard Madow and Dr. David Madow discuss ways to provide better patient treatment AND boost revenue by correctly diagnosing and treating periodontal disease. Most adults in the United States have some form of perio disease – so let’s learn how to treat it correctly – and how to answer the question “Why didn’t my last dentist tell me this?”

And then of course there is the “Call Of The Week.” We continue the theme by asking an office manager if they have a soft tissue management program. It’s a weird question, but one word really tripped her up. Most importantly, did she schedule the patient? Listen and find out.

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 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!

Related article: Top Five Reasons You Have A Lackluster Perio Department


How Can I Boost My Perio Department? My Soft Tissue Management Program Is Non-Existent!

(Dental  Practice Fixers Podcast is brought to you by the Madow Center for Dental  Practice Success. To find out how we can help to increase the success of your  practice check out madow.com or call us at 1-800-258-0060). 
    
  [Music playing]  
    
  Dr. Richard Madow:  Hey there I'm Doctor Richard Madow; welcome to episode  fifteen, season two of the Dental Practice Fixers Podcast. We've got a great  question from a listener today, without giving away too much of the question,  I'm just going to say that this is something we've encountered in a huge  percentage of the dental practices that we work with over the years. When Dave  and I visit a practice, when our coaches do, it's something that many of the  people don’t realize is an issue, or they realize it’s an issue but they don’t  know how to tackle it. I'll just it enough said there, this is something you  absolutely need to listen to and we know that it will help your practice. So  again, I'm Doctor Richard Madow, I'm here with my partner, friend, co-host  I'll leave it up to you to now introduce yourself. 
    
  Dr. David Madow:    Doctor Dave, Doctor  David Madow, how are you all doing? Thanks so much for being a part of the  Dental Practice Fixers, we really appreciate that you’re here joining us,  watching or listening, whatever you’re doing, we appreciate you. 
    
  Dr. Richard Madow:   All right let’s go  and do the questions. 
    
  Dr. David Madow:        I'm just going to  read the question Rich- 
    
  Dr. Richard Madow:   Please. 
    
  Dr. David Madow:    It’s a great topic. 
    
  Dr. Richard Madow:   It’s a short one but  a good one. 
    
  Dr. David Madow:    It’s something that we encounter all the time even in our  coaching, going into offices, seeing what they're doing, the question is 'I  don’t think my soft tissue management program is as good as it could be. Any  suggestions to boosting it?' And it comes with thanks, he says thanks from Dr.  Silvertan in Michigan. I don’t know where in Michigan but somewhere in  Michigan. 
    
  Dr. Richard Madow:   Dr. Silvertan or Dr.  Silverton 
    
  Dr. David Madow:         It says Dr. Silvertan 
   
 
  Dr. Richard Madow:  Ah man, I hope its Dr. Silverton; I want to call him Dr.  Silverton. I have an old Silverton guitar from the early seventies. 
    
  Dr. David Madow:        Oh is it from Michigan? 
    
  Dr. Richard Madow:   Its actually from New Jersey, it was made in Neptune New  Jersey by Danelectro Guitars. [Crosstalk], anyway who cares about that, let’s  get to Dr. Silvertan or Dr. Silverton’s question. Wants to boost soft tissue  management program. 
    
  Dr. David Madow:         It’s a great question and then  congratulations for realizing that your soft tissue management program is not  as good as it could be, and realizing that maybe you should boost it. Rich  what percentage of the offices that we have dealt with over many, many years  would you say had a really good robust, if I can use that word, soft tissue  management program in place? 
    
  Dr. Richard Madow:    Fewer than 20%. 
    
  Dr. David Madow:        Absolutely, most  do not. 
    
  Dr. Richard Madow:    So let’s say  congratulations Dr. Silverton for realizing because that’s where it starts  right, for realizing that this is an issue and that you could be doing  better because many practices, you know  what’s funny we've heard this from dentists, from coaching clients  that they understand that they should have a  good soft tissue management program but nobody in their area has perio  disease. 
    
  Dr. David Madow:   Wow I'd like to move  to that area. Wow that’s incredible. 
    
  Dr. Richard Madow:    I want to move to an  area where nobody has any diseases at all. 
    
  Dr. David Madow:         That would be great, let me know where that  is. 
    
  Dr. Richard Madow:    Isn’t where that all  starts? 
    
  Dr. David Madow:        Thinking that their dental population does  not really have- 
    
  Dr. Richard Madow:    Well it starts with  realizing that you need to be diagnosing more perio. 
    
  Dr. David Madow:        Yeah and the good news about this and this  question is that, I mean we don’t have, somebody is not writing saying 'how  can I do crowns in one day?' Yeah you can do crowns in one day but you can be  spending a hundred thousand dollars upfront to do that. The good thing about  this is you really don’t need to be investing in any expensive equipment, any  systems, you just have to do things a little differently, diagnosing and  treatment planning, that’s all and when you do that you’re going to see a  tremendous difference in your practice, in your production, in your  collections, in your revenue. 
    
  Dr. Richard Madow:    Invest in a couple  perio probes. 
    
  Dr. David Madow:        That’s all you  need. 
    
  Dr. Richard Madow:    Okay I'm going to  give a suggestion to him. 
    
  Dr. David Madow:        Yeah sure. 
    
  Dr. Richard Madow:   I'll just be very brief, I think it starts with a team  meeting, doctor, hygienist, assistant for an office team meeting to talk about  why you feel like the soft tissue management program or perio [inaudible  04:09] lacking, present the statistics that what it is you can find a million  different stats but let’s just say 70% of adults in US have some form of perio  disease and you want to really become a place where this is diagnosed and  treated, because if you’re not doing it you’re just letting your patients  lapse into worse and worse perio disease. So let’s start with the altruistic  nature of a soft tissue management program. The US population has periodontal  disease and it's our job to find it, to diagnose it and to treat it, it all  starts there. 
    
  Dr. David Madow:        And if you’re not doing it, forget about  the revenue for right now, more altruistic and well you’re doing the right  thing covering yourself, because if you’re not diagnosing perio, you’re  setting yourself up for some serious malpractice suits, and it's a disease  that people walking around with and coming in your office and if you’re  ignoring it and especially doing other work on top of that it is a disaster,  it's a mess and now these days especially knowing the periodontal disease is  linked to cardiovascular disease and other things, it’s something that has to  be dealt with. It's not an option; you have to do it. 
    
  Dr. Richard Madow:     You know it’s funny we know and we've heard it  and we know for a fact that one of the top categories of dental practice  lawsuits is failure to diagnosis periodontal infection. I just wonder when  some lawyer, because you know these lawyers right, they're pretty sharp,  somebody dies of a heart attack and then they're going to, the dentist will be  sued for not diagnosing perio disease, we’re supposed to say if this dentist  would have diagnosed perio disease they could have said well what’s meant to  cardiovascular disease you need to see your physician, that theoretically  could happen and that could be crazy. 
    
  Dr. David Madow:        I'll tell you what else is happening right  now, I guarantee this is happening, doctors watching us right now, they're  watching us or listening to us and they're saying to themselves 'ah I know all  about that,' but I bet you that they don’t have a really good soft tissue  management. They might even think they do but I bet they don’t because most  don’t. 
    
  Dr. Richard Madow:    I agree. 
    
  Dr. David Madow:        Most don’t. 
    
  Dr. Richard Madow:  [Inaudible 06:08] time and time as supervised neglect and  some people will challenge saying 'well the legal definition of that is not  what you were about to talk about but screw the legal definition let’s just  talk about kind of maybe layman, not layman’s but lay-dentists’ definition of  supervised neglect, and that is you see a patient, they're a great patient,  they're coming every six months, they've got maybe a little five millimeter  pocket here, a little four millimeter pocket there, a little inflammation, and  you're just giving them a regular cleaning, you bill them for exam & profy  and you say 'okay so let’s just pay attention to flossing and see if it will  get a little better,' and you’re not treating them as a perio patient. You’re  neglecting it and you’re in charge and they're coming in and you’re kind of  patting them on the back and you're kind of saying everything is going to be  fine, meanwhile they have active disease, it may not be a high level but they  have active disease and we're just letting it slide. 
    
  Dr. David Madow:         And God forbid they go to another dentist  down the road, they move, they change dentists for some reason and they go to  a dentist who is on top of things and they’ve got periodontal disease, guess  who is going to be trouble? You’re going to be in tremendous trouble, so stop  right now thinking that you’re doing everything right, because according to  our stats going into offices over many decades, chances are you are not, now  if you are, congratulations but chances are you’re not. Okay where does this  start, set a team meeting, educating the team, I say make sure the team  totally understands what periodontal disease is, the prevalence, how it's  treated, what can happen if it's not treated. Again in lay terms, they don’t  have to take a periodontal course in dental school. 
    
  Dr. Richard Madow:    They don’t have to  become board certified periodontists. 
    
  Dr. David Madow:        But in lay terms  make sure your team understands exactly, exactly what periodontal disease is.  I was in a restaurant a couple of weeks ago and the waitress she was taking my  orders smiling and you could just, I could see clearly that she had [perio].  She had [crosstalk] but I'm thinking does she go to some dentist who like pats  her ‘Betty you’re doing fine, everything is good,’ a lot of people do that and  it’s supervised neglect. 
    
  Dr. Richard Madow:  But her name wasn’t Betty either [inaudible 08:15] and then  of course then where do we go? Every patient whether it’s a new patient or a  recall patient oh we care whatever term you want to use, gets a full exam and  a full exam includes full periodontal probing, charting, pocket depths,  bleeding points, necessary x-rays. 
    
  Dr. David Madow:        Fremitus, you’ve  got to do it 
    
  Dr. Richard Madow:    If someone is not in  perfect periodontal condition they are a perio patient and we treat them that  way, and it may involve very simple treatment, maybe some limited periodontal  therapy, maybe full blown, scaling and root planing with the idea that you may  have to refer them to a periodontal specialist, whatever it is, treat the  disease even if it's low level; they are a patient with periodontal disease. 
    
  Dr. David Madow:         And the best news is that when you do it  right, we're never going to say here 'do unnecessary treatment, treat things  that don’t need to be done,’ you're never going to hear that from us. We went  through phase without dental practices but we actually hired coaches and  consultants that tried to do things like that. We're on to that, we would never  ethically ask you to do something that's not necessary but if you said 70% of  the American public 70-80% I've heard has some form of periodontal disease,  don’t let it go, treat them, treat them right and it will be more revenue for  your practice which is kind of a good thing as well.  
    
  Dr. Richard Madow:    It's a great thing  but I think when you have the initial team meeting, again if you remember from  the last podcast episode, there was an office manager who thought that fees  were too high, you know that kind of stuff happens. So let’s not start with  the idea 'hey we're going to make more money by treating soft tissue  management program, or by having a better periodontal program or strategy and  practice,’ we're going to do this and it’s true, it’s for the good of the  patients and the good of the practice and we want to do our best to be ethical  and have a high standard of care, not get sued and worry about things like  that and that’s why we're instituting this great perio program. 
    
  Dr. David Madow:         You know what we found over the years that  when you’re doing things totally for the money and when you examine a patient  and you basically have dollar bills in your eyes, and that’s all your thinking  and that's all your team is thinking, you've got gold charts on the wall, and  you've got a [inaudible 10:32] - 
    
  Dr. Richard Madow:    Gold charts in the  treatment room. 
    
  Dr. David Madow:        You know look,  Rich and I both understand that dentistry is a profession but it’s also a  business and we realize that you need income, you need to make a good living  and that’s fine. 
    
  Dr. Richard Madow:    And we want to help  you make that. 
    
  Dr. David Madow:        That’s a good thing but when you totally  base your practice on money and on income and that’s a problem, but when  you’re truly treating disease and helping patients, the money is going to come  to you, you’re going to be fine, do it the right way. 
    
  Dr. Richard Madow:    Let’s cover  something that I know many people are thinking that actually is one of the  reasons that people are a little hesitant, it’s a hurdle, a good one, a hurdle  and that is they're afraid that the patients are going to say 'well doc, or  Jane or whoever,' you know my hygienist is Farida, she's fantastic. 
    
  Dr. David Madow:        Farida. 
    
  Dr. Richard Madow:    ‘Farida. I was in  here last time and you didn’t tell me I have this, what happened?’ I think  people are afraid of that question or with the new patient, ‘well my last  dentist never told me anything about this, what’s going on here?' And they  kind of take the defensive and they think the patients are accusing them of  wanting to make more money. How do we handle that? It’s a great question. 
    
  Dr. David Madow:         We always start with being honest, I mean  when you’re honest about something you rarely can go wrong, well so there's  nothing wrong in saying 'well Betty, or whatever your name is Mrs. Jones, Mrs.  there's new research out there, we're always learning, we're always taking new  courses, and although you looked pretty good at your last cleaning, we're  realizing now we're seeing some gum inflammation and we have now learned that  the evidence, the science is out there that if you have gum disease it could  be linked to more things going on your body, such as heart disease and such  things as well. We want to make sure we treat this, catch it in an early stage  and take care of it very conservatively, very easily which will hopefully take  care of your problem and that will be, if we let it go, if we ignore it, if we  let it go then you could have not problems not only in your mouth, infection  could move to other parts- 
    
  Dr. Richard Madow:    I love the word  infection. 
    
  Dr. David Madow:        Nobody wants an infection. 
    
  Dr. Richard Madow:    Nobody wants an infection  and that’s a fantastic strategy for the patients who are already in your  practice and for a new patient my favorite strategy is something like 'well I  can’t tell you what your last dentist saw because I wasn’t there, all I can do  is tell you what we see today and this is what we see today and we really take  a lot of time and as you can tell and care to diagnose every issue that you  may have so that we can help you get better before it’s too late.’ 
    
  Dr. David Madow:        Agree, never blame another dentist even if  the work coming in doesn’t look good, we've gone over that just it’s never a  good thing to say something bad about a previous dentist, it's just not good. 
    
  Dr. Richard Madow:    I think we pretty  much nailed this, everybody in the office has to be on board. Kind of last  episode I think we talked about Max the office manager who was not on board  with the fees that the dentist was charging the patients. So, it’s not a good  thing, so every single person in the office, not only the hygiene department  but the assistants who are going to be coming in contact with these people and  the front desk. Everybody needs to understand periodontal disease to a certain  point and they feel that we're doing the right thing. If you let anybody on  the team  feel that this is just another  profit center, we shouldn’t be doing this, we're over treating, that’s a big  problem and if you can’t straighten that out, that person is not right for  your practice. 
    
  Dr. David Madow:         Did I tell you I was in a plane one time? 
    
  Dr. Richard Madow:    No you never told me  that. 
    
  Dr. Richard Madow:    And they made the  announcement if there's a doctor on board ring your bell and like this guy  opposite row I could see rung his bell and the flight attendant came over and  said ‘sir can you help out,’ and he said 'I'm a board-certified periodontist.' 
    
  Dr. David Madow:         Did that really happen? 
    
  Dr. Richard Madow:    Yes. 
    
  Dr. David Madow:        What did the  flight attendant say to him? 
    
  Dr. Richard Madow:    Next. 
    
  Dr. David Madow:        Exactly. 
    
  Dr. Richard Madow:   First of all does he  have to say he's a periodontist and then a board certified, oh you know what  this patient is having a heart attack they're about to die, if he was regular  periodontist he [inaudible 14:24] to help but the fact that you’re a board- 
    
  Dr. David Madow:        So you think he should have just said a  dentist. 
    
  Dr. Richard Madow:    Yeah. 
    
  Dr. David Madow:        I'm a dentist I  can help out, trained in medical procedures, I can help this. 
    
  Dr. Richard Madow:   A board certified periodontist. 
    
  Dr. David Madow:         What is that? 
    
  Dr. Richard Madow:    Exactly, before we  get the call of the week which cleverly is linked to this question by Dr.  Silverton, I just want to say something that Dave and I talk about from time  to time and we call it lazy expenses and that means money that you’re paying  out every month that you don’t have to be and if you go through your charge  card bill, you'll be amazed you’re still paying for AOL or some kind of web  service that you set up that you don’t use anymore or maybe you just have been  paying for Netflix or some music service that you don’t use anymore, get rid  of that lazy expense. One lazy expense that we've seen is people that are  overpaying for their credit card processing. You don’t know it because some  bank called you two years ago and said 'I can save you money on your credit  card processing and they showed that they could save you money and so you got  that and month after month you’re probably paying a lazy expense. Check out  Fattmerchant, they do it differently, they do not charge an average  percentage, you’re being paid by your credit card, I mean you’re being charged  by your credit card processing company an average percentage every month, an  average percentage every month, Fattmerchant just charges you a really low  monthly fee. You will save money and get rid of that lazy expense, so check  them out. bit.ly/fattmad fat is spelled F-A-T-T-M-A-D. So its bit.ly/fattmad,  that’s a landing page that we've set up just for you and the reason we want  you to go to that page, that website landing page whatever you want to call  it, is because when you do that they'll give your equipment at no charge. 
    
  Dr. David Madow:        Wow. 
    
  Dr. Richard Madow:    We use Fattmerchant  for our credit card processing at the Madow Center and you should use it to. 
    
  Dr. David Madow:         Would you say that lazy expense they kind of  add something on to their typical credit company. That’s similar to a hotel  having a rate of like 139 dollars but then you get there and then they charge  you like resort fees. 
    
  Dr. Richard Madow:    I don’t know because  that’s a flat fee, so it may be more like a tax, because that's a percentage.  Something that doesn’t have to done but hotel man that’s ridiculous. You go  book online The Hilton in Manhattan wow its expensive its 249 dollars a night,  wow I'll book it and you get there and it’s like 350 and by the time you check  out it’s crazy, the city tax, the state tax, the local tax, the amusement tax,  the Javits Center tax they have in New York, all kinds of stuff. 
    
  Dr. David Madow:        If you are  following us and we appreciate that and if you just feel like you’re in your  practice and that you could be doing much better but you just don’t know how  to do it. You know that you’re kind of right here but you want to be here, you  want to be doing better in your practice, we invite you to attend one of our  Madow Masterclass days, here in Baltimore Maryland at the Madow Center For  Dental Practice Success, it’s a full day or almost a full day, it’s a very  limited number of doctors that attend. Each one we keep it small intentionally  and during this day we will show you pretty much from start to finish how we  can help you build your practice and grow your income, increase your revenue,  it’s a great day, we invite you to hang with us, me and Rich and our coaches  for a full day. To find out more we've got some coming up right now and by the  way they do fill up.- 
    
  Dr. Richard Madow:   I think we need to schedule another one. 
    
  Dr. David Madow:        We really  should, you can schedule right now by going to masterclass.maddow.com. We've  got some coming out really soon, check them out, we’d like to see you join us,  hang with us, it will be fun. 
    
  Dr. Richard Madow:   Let’s do a call of the week. 
    
  Dr. David Madow:         Sounds good. 
    
  [Phone  call] 
    
  Terry:   Thank you for calling the office of doctor *, this is Terry how may I  help you? 
    
  Dr. David Madow:   Hi Terry I'm kind of new in the area, and I'm looking for a  dentist and everything I read about now it says make sure you have somebody  that has, I think it's called a soft tissue program. I want to find out if you  all have that? 
    
  Terry: Um- 
    
  Dr. David Madow:    Some type of soft  tissue- 
    
  Terry:     Um well not necessarily a program but we do check the soft tissue and measure  your gums, take gum measurements and everything. 
    
  Dr. David Madow:  Okay but you don’t necessarily have a program in place or  anything like that? 
    
  Terry:     No, never heard of that, a soft tissue program. 
    
  Dr. David Madow:        Soft tissue  management I think, soft tissue management I got written down here.  
    
  Terry:     No, never heard of that, we do, do things called like if you have like gum  disease, like bone loss we do something called scaling and root planing and  periodontal cleaning which is basically under the gum line and you have to be  numbed for it but as far as an actual program I've personally not heard of  that. 
    
  Dr. David Madow:   Okay. 
    
  Terry:     It sounds like you may want to see like a periodontist. 
    
  Dr. David Madow:   Ah I see. 
    
  Terry:     Yeah it sounds like that, something a periodontist would do. 
    
  Dr. David Madow:   Right, well thank  you very much for your help. 
    
  Terry:     No problem. 
    
  Dr. David Madow:        Okay thank you bye-bye. 
    
  Dr. Richard Madow:   Interesting. 
    
  Dr. David Madow:        These things just keep writing themselves,  you can’t make these things up. 
    
  Dr. Richard Madow:    Well look I mean I'm  going to defend her for a second. 
    
  Dr. David Madow:        No you cannot defend her. 
    
  Dr. Richard Madow:    It was a very odd  question. 
    
  Dr. David Madow:        Okay I’ll give her that. 
    
  Dr. Richard Madow:  You could never have anticipated that question in a team  meeting that someone is going to call and say 'do you have a soft tissue  management program?' She was really thrown by the word program. That threw her  for a loop. 
    
  Dr. David Madow:        Yeah the  [inaudible 20:02] thing she said, I think she said they do soft tissue  management but they don’t really have a program. 
    
  Dr. Richard Madow:    Well I don’t know  what she thought that meant, like a TV program, I'm not sure what she meant.  
    
  Dr. David Madow:         I don’t know but I'm not going to defend her  as much because it was not a difficult question, if she'd been trained even  understanding, look we talked about it the first statement on the show, get  your team to understand, on a fairly simple level what gum disease is and why  so many people have it and why we're treating it. She could have given a  simple explanation, 'oh you called the right office, yes every patient that  comes in here we thoroughly check your gums and we check the gums for  infection and if we see anything, we can mostly likely treat you very easily  here.' That’s all she had to say. 
    
  Dr. Richard Madow:    I agree she could  have just said 'yeah we absolutely, we don’t call it that,' she could have,  just kind of stipe on here, she could have said 'we don’t have soft tissue  program but we absolutely check gum disease here, let’s get you in for a full  examination.' 
    
  Dr. David Madow:         I mean did she have to say that 'sometimes we  numb you up and we clean under your gums.' Nobody knows what that is. 
    
  Dr. Richard Madow:   Absolutely not, nobody wants to hear that. 
    
  Dr. David Madow:        Nobody wants to hear that, that’s right. 
    
  Dr. Richard Madow:    But I love how at  the end she was ready to send me to a periodontist. 
    
  Dr. David Madow:         Doctor Perio dentist.  
    
  Dr. Richard Madow:       That sounds like an Irish guy, Doctor Perio Dentist. 
    
  Dr. David Madow:         [Inaudible  21:17] 
    
  Dr. Richard Madow:    I mean that call  within a minute and ten seconds, she's already referring you and not knowing  anything about you. 
    
  Dr. David Madow:        Yeah a good point, I called to become a  new patient, she’s already diagnosing me- 
    
  Dr. Richard Madow:    And referring. 
    
  Dr. David Madow:   Referring me. 
    
  Dr. Richard Madow:    So the bottom line  is she didn’t really understand the question but she could have easily said  'why don’t you come in, meet the dentist, we’ll do a full examination and if  you do have  gum disease, chances are we  can treat you here.' 
    
  Dr. David Madow:        We are very in-tuned to gum disease,  continued education, we know how to treat it, we do all the time; we see it  and we'd love you to come as a patient. 
    
  Dr. Richard Madow:    We still have a  program. 
    
  Dr. David Madow:        If you want a  program you've got to see a periodontist. 
    
  Dr. Richard Madow:    I hate to say it but  I think the fact that she made no effort to get you in, as a matter of fact  she tried to get you out, and she’s going to get an F. 
    
  Dr. David Madow:        I say she gets  an F-o-dontist. 
        
  Dr. Richard Madow:   Okay, great stuff,  we will see you. That was season two episode fifteen of the Dental Practice  Fixers, I'm Doctor Richard Madow. 
    
  Dr. David Madow:        Doctor David  Madow and we will see you next time, thanks for being with us. 
    
  [Music  playing] 
  
   

My Office Manager Thinks My Fees are Too High

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What happens when a doctor recommends treatment to his patients but then passes it over to the office manager to discuss the financial aspects as well as schedule? This seems fine but very few are actually getting appointed. Why? Because the office manager is uncomfortable handling this because she feels the dentistry is too expensive. What do we do? This is a question that was sent in to The Dental Practice Fixers, so please listen to what Dr. Richard Madow and Dr. David Madow have to say. Then of course we do the call of the week. We call an office
asking a fairly simple question – I need a crown. Fairly straightforward, right? But then we reference something on the office’s website about what the crown is actually made from. That’s when the call goes a bit downhill! You need to listen to this one.

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!


My Office Manager Thinks My Fees are Too High

Voice Recording: The Dental Practice Fixers Podcast is brought to you by the Madow Center For Dental Practice Success. To find out how we can help increase the success of your practice, check out madow.com or call us at 1-800-258-0060
 [music playing]
 Dr. David Madow: So you’re pretty good at presenting treatment plans and by the time you turn it over to your office manager, she’s not only a little bit on control, but she doesn’t want to talk fees because she thinks your fees are too high. We’re going to talk about this. Episode 14, the Dental Practice Fixers. Welcome, welcome, welcome. Dr. David Madow, along with…
 Dr. Richard Madow: Dr. Richard Madow. Thank so much everybody for being here. We love the nice comments we get on the podcast. So please keep reviewing us on iTunes, sending us great emails even if you want to critique us and tell us you don’t like the podcast because of this particular reason. 
 Dr. David Madow: Go do that.
 Dr. Richard Madow: We’d love to hear that.
 Dr. David Madow: By the way, real quick. A coffee clink, that we’re here live together in the studio.
 Dr. Richard Madow: Yeah it’s great to be here. 
 Dr. David Madow: Coffee clink.
 Dr. Richard Madow: You know how important this mug is to me. I feel like [cross talking - 0:01:16.3]. This was a present from Dr. David Moffet all the way from Australia. Using it quite a bit at the office ever since. Thank you Dr. Moffet if you’re watching. Tonight you should. Okay. Speaking of that, we love your questions for the podcast. So please, please keep sending it like Dr. Eddie M. did from New Jersey today. Here’s his question. It says Dental Practice Fixers, up until now I have been presenting all of the treatment including fees. My acceptance percentage is pretty good but not great. How is your acceptance percentage?
 Dr. David Madow: It’s pretty good. Do you want to find them? 
 Dr. Richard Madow: Pretty good. Everyone loves my office manager. And I thought she could do this very well. So I talked to her about getting more involved. She told me she was not comfortable with presenting fees, because she thinks my fees are way too high. What should I do? Dr. Eddie M. in New Jersey. Well the first question I always ask somebody from New Jersey is what exit. 
 Dr. David Madow: 107, 101.
 Dr. Richard Madow: No that may be only the Garden State Parkway like, not the New Jersey Turnpike. But okay, Dr. Eddie M. from New Jersey. I was pretty good at presenting treatment. Acceptance percentage has not been fantastic. He thought maybe his office manager could have better rapport with the patients. So he says, hey let’s call out match. It’s like our [inaudible - 0:02:41.0].
 Dr. David Madow: That’s a good one. 
 Dr. Richard Madow: I love you to get her more involved but – and I agree and you’d probably agree with this too. That maybe for complex cases is one thing, but it starts, always the best use of the dentist’s time talking about routine treatment. And a really talented office manager/treatment coordinator should be able to do a great job of that. Agreed. Maybe not. 
 Dr. David Madow: Seriously, I did that just to throw you off a little but it didn’t work. Yeah totally agree. The dentist I think should be discussing treatment only to an extent, and then you’ve got to have a professional that totally understands everything and can explain it to the patient in  very simple terms along with financial.
 Dr. Richard Madow: Yeah financial. I always felt like, unless the case was really complex, I didn’t want to be involved with the fees. I enjoy telling a patient about periodontal disease. That’s weird in choice [inaudible - 0:03:37.7] about their teeth. How fast to get through this issue? I told him about a crown, what it is, why they need it and how we do those things. But then when it came to money – not that it’s a dirty, filthy topic, but I still know it’s better handled by a talented team member.
 Dr. David Madow: Absolutely. No question.
 Dr. Richard Madow: And we can even say hey. Let me concentrate on the dentistry and Carol can talk to you about the finances. 
 Dr. David Madow: I don’t think the dentist should be involved in the financial part, because then what happens if the patient starts questioning and asking about insurance? It’s not in the shoes of the dentist to be involved. Nothing to do with financial at all.
 Dr. Richard Madow: Should we go a little lower doc? Okay so anyway, so this dentist – maybe they were a little behind the curve on that, but not wanting to say to stop. And good, good job Dr. Eddie. And then my office manager said she thinks his fees are way too high. [inaudible - 0:04:23.5]
 [cross talking - 0:04:26.8]
 Dr. Richard Madow: The older brother always tells the little brother what to do. I’m 60 years old dammit. Stop telling me what to do. 
 Dr. David Madow: I totally took care of the baggage in another episode.
 Dr. Richard Madow: No I don’t want to work. I just want to bang on the table the whole day.
 Dr. David Madow: I get it. Well I see with that a much deeper problem than somebody than an office manager not being able to talk about treatment plans or financial with patients because she thinks the fees are too high. It goes deeper than that because if there’s somebody working at the front desk especially an office manager, first of all she’s got – I’m assuming she’s got people that are working under her who’s she’s talking to. But not only that, every time a phone call comes in and they ask a question about some type of treatment. In her mind, in her heart she believes that this office is way too expensive. That’s a major problem.
 Dr. Richard Madow: I agree. It’s a huge problem. Let’s face it, we know that dentists in general although we have seen exceptions, earn more money than their team. I mean that’s the hierarchy of earing in the dental practice. And let’s say that you’re a dental office manager, you’re making a great salary but you might have a more [inaudible - 0:05:33.5], some debts and all kinds of things that you’re – spending is very – you got to be really careful of what you spend. And then you hear that a crown or whatever, somebody’s treatment will be thousands of dollars and you think to yourself, wow I’m glad that I’m not faced with that situation. Because I don’t know how I can come up with two, three, four thousand dollars for now. It would be a struggle for me. And we totally get that and it’s important to know that. But I think the office manager has to be comfortable that excellent quality healthcare does have a cost. This cost is fair, it’s reasonable and she’s being paid her paycheck because of these fees and we’ve got to think that the patient is getting a really good value. That’s the main thing. If you don’t believe the patient is getting a good value, it’s going to be tougher for you to present and to collect.
 Dr. David Madow: Well it’s interesting what you just said, and I’m wondering there are two levels and we’ll know the answer to this because this question will just [inaudible - 0:06:28.4] for you. But does the office manager think that dentistry itself is very expensive? In other words, no matter where you go, if you’re going to get dentistry it’s going to be expensive and it’s not worth it. Or does she think this office’s fees are way above what they should be. 
 Dr. Richard Madow: Great question. Let’s say B. 
 Dr. David Madow: That’s the way I took it.
 Dr. Richard Madow: I wasn’t sure but I’m glad you brought up.
 Dr. David Madow: I took it that way. 
 Dr. Richard Madow: Okay. Let’s say that she feels this particular office is overpriced so to speak.
 Dr. David Madow: Especially, how does she know and maybe – let’s say she’s called around. Let’s say this office is in the top 20% of fees in the area. That’s fine as long as the quality of care is really good, and the dentist cares and he’s doing really good work. She should be – some old consultants used to say, we should be proud of our fees.
 Dr. Richard Madow: I never liked that.
 Dr. David Madow: I put all kidding aside. You should be because let’s say I needed some type of not dental treatment. Some of kind of medical, surgical procedure. I want to go to the person that is the best even if the fees were higher than the other surgeons. I want to go to the person that I felt was really going to help me and same thing with a dentist. If I were…
 Dr. Richard Madow: Not everyone can afford that person. Let’s face it.
 Dr. David Madow: Right.
 Dr. Richard Madow: I just saw, I think it was a survey online that 86% of dental practices are in the top 20 percentile when it comes to their fees. 
 Dr. David Madow: Absolutely. And do you know that 50% of the dentists are or 49% of the dentists are below average. 
 Dr. Richard Madow: Well I’m not away in [inaudible - 0:07:58.7]
 Dr. David Madow: I think it’s – I hate to say this with some dentists but it’s kind of true.
 Dr. Richard Madow: So look to your left, look to your right if those things are above average. Okay, so let’s get back to this question. 
 Dr. David Madow: What do we do?
 Dr. Richard Madow: Let’s just say that this practice is – well one thing is if they are in the typically top of fees or top 20 or 10% or whatever. There better be a reason. So this practice should be providing really really high quality dentistry. Great patient care, they take their time with their patients, don’t rush them in and out, a fee for service practice. All those things that would justify fees on a higher end.
 Dr. David Madow: Yeah. Now it goes down to – it gets down to this office manager. Nothing can be done to make her really feel that she’s working for a great dentist, who does great work, who really cares about his patients. That means you need a fix. If that can’t be fixed, I got to tell you something. The dentist needs to move on and find somebody that really believes in his or – I don’t know if it’s his or – from Dr. Eddie M. His work. You cannot have an office manager that’s second guessing you, that doesn’t believe in you, that thinks you’re too expensive, that thinks you’re ripping people off. You cannot have that. 
 Dr. Richard Madow: Well maybe it’s up to the dentist to teach the office manager why their fees are worth what they are. And let’s just say it’s scenario A where this person thinks in general, dentists are so expensive. There’s so many – right and a lot of people think that. Maybe they shouldn’t be working in a dental practice but I think we should give them the opportunity to learn and let’s use the old analogy that everybody understands. If you’re a car salesman and you’re selling KIAs versus selling BMW, well KIAs are great cars. Very reliable, they last for a long time, they look great and all those things. But BMW is more expensive for many reasons. I’m not a super car guy but I would imagine they drive incredibly well, all those things. If you were the BMW salesman you got to believe that that cost for the BMW is justified. You’ve got to believe that yeah maybe KIAs are great cars, but this car is worth every bit of that $65,000 MSRP or else you’re not going to be able to sell them, and same with the dental practice.
 Dr. David Madow: Okay what does this doc do? He’s got an office manager who does not believe in him, does not believed in his fees. What’s the 30 second version, how does he fix it? What does he do?
 Dr. Richard Madow: A very frank meeting. Max, tell me why you think my fees are just high? Well you know, blah, blah, blah. So let’s find out the reason first of all. Is it because she personally couldn’t afford dentistry? Is it because she thinks all healthcare is so expensive or Dr. Eddie’s fees are so high? Then address it from there and Dr. Eddie better be able to justify why his fees are what they are. 
 Dr. David Madow: We’re not so sure his fees are that high. 
 Dr. Richard Madow: It’s true.
 Dr. David Madow: We’re not so sure. I just wonder if the office manager [inaudible - 0:10:40.7] goes to Dr. Eddie and her family goes to him as patients. I wonder if they do. If they do, that’s a really good sign because they believe in his dentistry.
 Dr. Richard Madow: Or maybe he’s given them a huge discount. 
 Dr. David Madow: He maybe, yes. I mean bottom line is Dr. Eddie has to get his team to believe in him. It’s never to what it’s about. If she does not believe in him, and his fees, maybe they got a beautiful office and let’s face it, it’s a business. You have to charge. If she does not believe in it, then he needs to find somebody who does because there are plenty out there that will. 
 Dr. Richard Madow: There’s something else. I know we need to move over to the call for the week in a second. And again this is lot of [inaudible - 0:11:19.9] because – basing on this question have been set. Maybe Dr. Eddie is flaunting his wealth. Maybe he’s pulling up in a different fancy car every day and all the fancy clothes and coming in with expensive [inaudible - 0:11:34.4] and thousand-dollar shoes. I doubt that’s the case, but you never know. And then I think maybe the practice manager would be suspicious that he’s kind of charging so much and breaking at the…
 Dr. David Madow: That’s a good point. We don’t know if that’s the case but it’s a good suggestion for all dentists. Even if you’re very very wealthy which we hope you are, don’t flaunt it. Be a regular person. 
 Dr. Richard Madow: Be a regular person, save well. Sure. Do the things that money can buy if you’re already near comfortable in your savings and take a great vacation and drive a nice car. But don’t be snobby about or rubbing rubber [cross talking - 0:12:13.6].
 Dr. David Madow: That’s when it comes down to it. Yeah so I think we’ve [cross talking - 0:12:19.2]. You want to get on with the call? 
 Dr. Richard Madow: Before we get on with the call, let’s just say that – we hope that all of our listeners here have this meeting with their team and talk about why good healthcare is expensive and why it’s a great investment, and why it’s somebody who’s struggling with our bills, and he’s faced with a $2500 dental treatment plan. You can show that person why it’s worth it for them to spend that money instead of spending on something else. So I mean it’s a really important conversation to have. We need to talk about the costs of things. 
 Dr. David Madow: So let’s take it even one step a little bit deeper. If there’s anything, anything at all in your office that’s festering, this is a problem, it’s a big problem. But the worst mistake Dr. Eddie could do is let it go. That’s the worst thing possible. You got to take care of any situation or any problem and deal with it. Deal it with here. It may be easy, it may not be easy. You just can’t ignore it and you’ve got to do something about it.
 Dr. Richard Madow: I totally agree. My uncle is festering. I love to hear that. You remember really quickly before we do the call of the week. Talk to our folks about TBSE.
 Dr. David Madow: Let’s do that. Absolutely.
 Dr. Richard Madow: TBSE stands for The Best Seminar Ever, that we produce every fall in Las Vegas. We didn’t name it the best seminar ever. It’s the 25th year. I think about – we used to call it The Super Fall Seminar. Maybe in its 4th or 5th year the attendees started suggesting that hey this is the best seminar. We should call it that. 
 Dr. David Madow: I’m going to tell you it’s nice. It still is. No question about it.
 Dr. Richard Madow: Incredible speakers, two days. Everybody in the same room. You’ll love so much practice growth and motivational information. It’s this November at the incredible Tropicana Resort Hotel in Vegas. So if you want to learn more, just go to tbse.com. Stands for The Best Seminar Ever.com. You’ll see who the speakers will be this year, learn a little bit about the venue. See how inexpensive it is for the doctor and team to have a great educational vacation. I know a lot of people say edutainment. I’m trying to figure – is there a word combined, education and vacation. But they’re kind of the same ending. They might be tough. It’s eduvacation. Starts to sound a little weird. [cross talking - 0:14:39.6]. It’s a great educational vacation.
 Dr. David Madow: You’ll have a great time.
 Dr. Richard Madow: And we’re gonna be of course hanging out with everybody. Tbse.com.
 Dr. David Madow: Maybe we could plan a live podcast or something. 
 Dr. Richard Madow: It’s super cool.
 Dr. David Madow: Keep on that [cross talking - 0:14:53.9]
 Dr. Richard Madow: It will be hilarious. 
 Dr. David Madow: We’re going to be asking live questions maybe.
 Dr. Richard Madow: We’re going to do it.
 Dr. David Madow: Let’s try it.
 Dr. Richard Madow: I’m not sure when but we’re going to do it. TBSE.com. We’ll see you in Vegas.
 Dr. David Madow: We hope to see you there. Real quickly also two things, so if Rich and I can send you a check for $50 every month or $100 or $500. Would you cash it? Would you take it?  Probably not going to be able to do that, but we’ve got something, I think it would be kind of similar: changing your credit card processing for a company that we’re using. We believe in Fattmerchant. We use Fattmerchant here, we’ve talked about Fattmerchant before. It’s a really simple way. It’s a really simple way to change. You just go online and change it. And I guarantee because it depends on the file you’re doing. Some docs watching this are doing very low volume. Others are doing an extremely high volume, but again, it’s like sending your check or it’s like Fattmerchant sending you a check every single month because we’re saving all your credit card processing. Why wouldn’t you do it? It’s so simple to change. Go to BIT.LY/FattMad all one word. I’ll do it one more time and if you’re watching the video which we hope you are, it’s right below us. BIT.LY/FATTMAD, also while we’ve got your attention, we hope we still have your attention, I think the call is going to be great today. I know that. I know and I feel it. But if you want to take your practice and you’re struggling and not sure you reach this clientele, you really want to improve your practice, you’re not sure how to do it. We encourage you to attend one of our Masterclasses. They’re at the Madow Center for Dental Practice Success in Baltimore, Maryland. And most of them sell out and we keep them very very small. Go to masterclass.madow.com, you’ll see our schedule and we’d love to have you attend for a day. It’s a great day of learning with me, with Rich, with our coaching team. It’s something that will really help your practice and your life. We hope to see you there. 
 Dr. Richard Madow: Alright. So call of the week. Let’s just say that you’re a patient looking for a new dental office. You know you need a couple of crowns, you pick a dentist, you go on their website to do due diligence, you have a question on something you saw on their website, you were committed to find your new dentist to get a couple of crowns done. How tough could that be? 
 Dr. David Madow: Usually enough.
 Dr. Richard Madow: Let’s find out.
 [phone ringing]
 Female Voice: This is Amy.
 Dr. Richard Madow: Hi Amy, are you seeing new patients now?
 Female Voice: Yes we are. 
 Dr. Richard Madow: Good. I have a question for you. I was told maybe a few months ago I need a crown. So I was just Googling around and I came upon your website. I saw you had a little section about crowns and caps. And I was reading and said a crown can be made of either porcelain baked onto a metal substrate. I wasn’t clear what that meant. What does that mean? Baked onto a metal substrate.
 Female Voice: Well it’s just a porcelain crown that what they did – they built the crown but then they make it – it’s kind of hard for me to explain. Basically it’s just porcelain. It’s a porcelain crown. They have to put a retainer and filling on it first and they have to build a crown on that. That could mean what they’re talking about putting them on a metal. But it’s basically just a porcelain crown. So you’re going to get a temporary prior to that. 
 Dr. Richard Madow: So the whole crown is just made out of porcelain?
 Female Voice: Right. 
 Dr. Richard Madow: Okay I understand.
 Female Voice: It’s a porcelain crown.
 Dr. Richard Madow: I understand. And I needed – let’s just say I think I need two crowns, I mean you might find differently but how long would that take to do two crowns do you think typically?
 Female Voice: In one day – are they on the same side, are they on the opposite side, upper or lower. It can also depend. If they’re on the opposite side of the mouth, we have to do two different appointments. 
 Dr. Richard Madow: I’m pretty sure they’re both on the right hand side. 
 Female Speaker: Right hand side. Okay each crown usually takes about an hour and a half. So you’ll be here a little over two hours. 
 Dr. Richard Madow: So each one takes an hour and a half. Okay great.
 Female Voice: Yeah but it can usually – if they’re right next to each other, he can usually can numb the whole area and then he can get that completed within probably getting up preps and ready with about a little over an hour. Then he has to make the temporary so that would take about 15 minutes. 
 Dr. Richard Madow: So more efficient if they’re right near each other?
 Female Voice: Yeah. Otherwise if they’re on the opposite side of the mouth or if one is upper, one is lower, we have to use and make two different appointments because your whole area will be numb. You won’t be able to eat on that side. 
 Dr. Richard Madow: Got you. Hey thanks so much for the information. I really appreciate it.
 Female Voice: You are welcome. Thank you.
 Dr. Richard Madow: Thank you, bye.
 Female Voice: Bye, bye. You’re welcome, bye, bye.
 Dr. David Madow: Oh boy. Another great…
 Dr. Richard Madow: I always like to start with a pause.
 Dr. David Madow: What’s the pause?
 Dr. Richard Madow: We both went to University in Maryland Dental School way back in the ag days. Remember Dr. [inaudible - 0:20:00.8]? The club instructor.
 Dr. David Madow: Yeah.
 Dr. Richard Madow: Nicest guy in the world. No matter what piece of crap you will present him with, he would always start with a complement. It’s such a good technique. 
 Dr. David Madow: I like your tie today. 
 Dr. Richard Madow: It’s exactly right. 
 Dr. David Madow: The press sucks.
 Dr. Richard Madow: If you have nothing good to say, you don’t know [inaudible - 0:20:16.4] simple. If they have nothing good to say about the work you are presenting, it was [inaudible - 0:20:22.1] so you can go [inaudible - 0:20:23.8]. You always [cross talking - 0:20:25.9]. Well I like the tie anyway. It’s so funny. So I’ll just say she was nice and friendly.
 Dr. David Madow: I’m not going to disagree. I won’t disagree with you.
 Dr. Richard Madow: Friendly, was willing to take the time to explain, maybe incorrectly but explaining anything the person asks. So at least we’ll give her a little bit of credit. It’s funny, as you remember on this – I mean the voice menu thing, if you’re a new patient who wants to make a new appointment, press 1. You think oh man I’m going to get that, the killer on this thing. 
 Dr. David Madow: You have to close her. 
 Dr. Richard Madow: The close. She’s going to be able to – on any new patient. 
 Dr. David Madow: The call was crazy because she obviously was way in over her head. She didn’t even really understand exactly what a crown was. Let alone, porcelain baked to a metal substrate. 
 Dr. Richard Madow: Okay. Let me talk about that teeth here. See this all the time, you go on a dentist website, they got some pre-purchased, every bullshit to describe dental procedures. And that’s fine, we don’t expect you have the time to write up every single – there are a hundred procedures described on these websites. You don’t have the time to do that. But they use this lingo that no potential patient will possibly understand. It’s too scientific. I wouldn’t say on the website, it’s porcelain baked onto a metal substrate. Somebody that works in a dental office doesn’t even know what that means. 
 Dr. David Madow: I don’t even know what that means.
 Dr. Richard Madow: Exactly.
 Dr. David Madow: Metal substrate. I think in my biology class.
 Dr. Richard Madow: Do you expect a potential patient knows what that means? Say porcelain for looks, metal for strength. I don’t know, whatever. Make it simple so that anybody can understand it. Don’t put this crap on your website that’s way too technical. It just confuses people. 
 Dr. David Madow: I don’t even think we need to get that detail at all. Somebody comes in for a crown it could be explained to them, but it’s a covering, it’s a protection for the tooth to make it stronger. Something like that. But they don’t need to know all this stuff. 
 Dr. Richard Madow: The materials that are utilized. Unbelievable.
 Dr. David Madow: Maybe it’s beautiful porcelain, it’s going to match your other teeth. Something like that. 
 Dr. Richard Madow: I’ve seen websites telling they can be made of Emax. I don’t even know what that is. 
 Dr. David Madow: Nobody cares.
 Dr. Richard Madow: Exactly, unbelievable.
 Dr. David Madow: Ridiculous.
 Dr. Richard Madow: It can be made of Emax, [inaudible - 0:22:43.8]. I don’t know what that is.
 Dr. David Madow: Pardon me. I passed a sign the other day. We were driving along, there’s a dental office. They had a big – what do you call it, like a sidewalk sign trying to be –
 Dr. Richard Madow: Like a sandwich board?
 Dr. David Madow: Kind of be aware. But it’s out on the sidewalk and you take it in at night. And it’s something like: we do CEREC crowns, same day CEREC crowns. Something like that. Who probably driving by doesn’t know what that –
 Dr. Richard Madow: No idea.
 Dr. David Madow: I mean you could if you really wanted to put same day crowns, but I’m not so sure I’ll be putting that out on the sidewalk.
 Dr. Richard Madow: Even so, please CEREC crowns there’s [inaudible - 0:23:14.9]. 
 Dr. David Madow: I know it got some kind of marketing campaign but nobody knows that.
 Dr. Richard Madow: Not much.
 Dr. David Madow: Nobody knows.
 Dr. Richard Madow: Well we’ll get into that in a different time.
 Dr. David Madow: Getting back to the call, she was surely, she was purely asked a question that was out of her lead. She didn’t really know how to explain. You can tell by her voice. Yeah she didn’t really know.
 Dr. Richard Madow: She didn’t know what a metal…
 Dr. David Madow: Metal substrate, no.
 Dr. Richard Madow: And I like how she said each one takes an hour and a half so you’ll be here two hours…
 Dr. David Madow: Two hours. She’s good at math.
 Dr. Richard Madow: She’s good at math. 
 Dr. David Madow: And only is she’s something else. What’s – it’s like the old philosophy that if – it’s got to be next to each other to do in one appointment because you don’t want to be – I mean if somebody came to your office and they needed a crown on number five and number 20, you wouldn’t do it one appointment? 
 Dr. Richard Madow: I wasn’t getting any clinical but I was thinking the exact same thing. Well it’s from the old, old days. If somebody wants two crowns and they want to be in there, do both crowns. It’s easier for the patient. I don’t buy that stuff that they can’t eat. Bullshit. So you tell them not to eat for a few hours. They’re happier because you’ve done both crowns in the same appointment. Your efficiency rating and profit per hour goes way up. So I totally…
 Dr. David Madow: [cross talking - 0:24:24.2].
 Dr. Richard Madow: I know. Unbelievable. And then a patient knows they need two crowns, they push for one for a new patient who wants some appointment.
 Dr. David Madow: That’s a closer. 
 Dr. Richard Madow: And how did she end the call? 
 Dr. David Madow: She ended the call with quick thank you very much, something like that. So never asked your name, never asked for your phone number, never asked if you want to set up – she cannot get back in touch with you.
 Dr. Richard Madow: Zero. And the best opportunity I think is right when the clinical question started. Well the best thing for you will be to come in and [inaudible - 0:24:55.5]. He or she can answer any questions you have. Can you stop by tomorrow at 2 PM?
 Dr. David Madow: Free complimentary exam. Just get them in. Do something.
 Dr. Richard Madow:  She didn’t do that. And then at the very end, she still had the opportunity to say we’d love to see you, can you come in tomorrow? 
 Dr. David Madow: I’ll go back to my point. I’ll do this on almost every call. Most doctors are in the back doing their work, doing their thing. Probably doing great work, doing their thing and they think that [inaudible - 0:25:20.9] at the front desk, she’s so great. She’s so great on the phone. She gets all the patients and meanwhile, how many calls come in like this that [inaudible - 0:25:30.4] doesn’t even ask to set up an appointment.
 Dr. Richard Madow: Well if I push – not push the one, I already got the person that wasn’t this good. We got the best…
 Dr. David Madow: I wonder if you would have gotten like some assistant who was in the middle of taking an impression. She wouldn’t have taken off.
 Dr. Richard Madow: Maybe she wouldn’t pick up the inventory [cross talking - 0:25:45.3]. Anyway, I hate to say it but I think we both agree, she gets an F.
 Dr. David Madow: F.
 Dr. Richard Madow: We’re so sorry to hear that. That will conclude Episode 14, Season 2. Dental Practice Fixers Podcast. We will see you…
 Dr. David Madow: Next time.
 Dr. Richard Madow: Thanks so much everyone.
  
   

Is it OK to Use CBD Oil in My Dental Office to Help My Patients’ With Their Anxiety?

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CBD oil is everywhere. In case you are not familiar with it, CBD is extracted from a variety of the cannabis (marijuana) plant, but it does not contain THC. And since there is no psychoactive component, it is legal all across the United States. Many are using it to combat anxiety, to help get a better night’s sleep, for pain issues and much more. But is it OK to recommend that our patients use it for anxiety in the dental office? This is a question that was sent in to The Dental Practice Fixers, so please listen to what Dr. Richard Madow and Dr. David Madow have to say. Then of course we do the call of the week. We call an office asking a fairly simple question – I need a lot of dental treatment and do you accept Care Credit? Fairly straightforward, right? Well you must hear this response! 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!


Is it OK to Use CBD Oil in My Dental Office to Help My Patients’ With Their Anxiety?

 Female Speaker 1: The Dental Practice Fixers Podcast is brought to you by The Madow Center for Dental Practice Success. To find out how we can help increase the success of your practice, checkout madow.com or call us at 1-800-258-0060.
  
 Dr. Rich Madow: CBD Oil, what is it all about? Is this something we need to know more about? Is it something we could be prescribing to our patients to help with anxiety or other issues? Is it something maybe the dentists and hygienists should be using for crown prep? I'm not so sure but we're going to explore some of these questions and, of course, much more in Episode 13 Season 2 of The Dental Practice Fixers Podcast. I'm Dr. Richard Madow here with my co-host, cohort, business partner, brother, and co-trouble maker, Dr. David Madow. How are you doing today, Dave? [Crosstalk] How are you doing today, Dave?  
  
 Dr. Dave Madow: How is it going? I'm doing fantastic. How are you doing, Rich?  
  
 Dr. Rich Madow: Doing great, glad to be here. I just want to real quickly thank everybody for all the positive comments that we've been getting about The Dental Practice Fixers Podcast. Tell your friends, give us some good ratings, do whatever it takes. We're growing and growing and growing and we really appreciate it and also send in your questions. Speaking of that, we've got an interesting question today. Don't we?
  
 Dr. Dave Madow: We do and I'm going to go and read it because it's one that we've never actually gotten before. So let's get right into it, Rich. The question is, Dear Dental Practice Fixers.  
  
 Dr. Rich Madow: It's us.  
  
 Dr. Dave Madow: [Laughs] What do you guys think of CBD oil? But it goes further like there's more, it's more than just that.  
  
 Dr. Rich Madow: Okay.
  
 Dr. Dave Madow: She said, I am considering using CBD oil in my practice on one of my patients to alleviate anxiety and maybe some other issues. What do you guys think? Is this a good idea? Signed, Anonymous.   
  
 Dr. Rich Madow: I'm just curious, Dave. Do you know where Anonymous is located?  
  
 Dr. Dave Madow: [Laughs].  
  
 Dr. Rich Madow: It wasn't a joke. I mean, sometimes [crosstalk] why not because sometimes I know when I read the questions many times, I anonymize them by their request but actually go to their name and location. So that's not the case here?
  
 Dr. Dave Madow: Okay. No, no, yeah, I didn't know. I thought it was joke, you know, where anonymous is generally located. Okay. I do know where this anon- okay, I do know where this anonymous originates. I'm going to... to not [inaudible 02:44] on some particular areas, is it okay if we just say Maryland?  
  
 Dr. Rich Madow: Okay. Well, that's an area, Maryland.   
  
 Dr. Dave Madow: Let's say it's a female dentist in Maryland. Good enough?  
  
 Dr. Rich Madow: Okay. Then, there are several thousand. Perfect. No, I was just curious what part of the country because obviously different parts of country have different attitudes towards-
  
 Dr. Dave Madow: Yeah, that's a good point.  
  
 Dr. Rich Madow: CBD oil, medical marijuana, all kinds of issues. So I think it's interesting to know that.  
  
 Dr. Dave Madow: That's a great point. So we got to answer this question.  
  
 Dr. Rich Madow: Okay [crosstalk]. What's your take? Go ahead, give your take on it.
  
 Dr. Dave Madow: I still... let me think. The question is first of all, Dental Practice Fixers, what do you guys think of CBD oil? So if we just take that part of the question only and nothing else, whether it should be used in the dental practice or not. I happen to be a fan... I personally happen to be a fan of CBD oil. I've done a lot of reading on it. I've actually used it over one year plus personally. I didn't say I personally used it personally but if I did, I did make sense. But-  
  
 Dr. Rich Madow: Yeah, you're not supposed to smoke it.  
  
 Dr. Dave Madow: [Laughs] Well, actually it's very interesting, Rich. I think there's three ways to actually take it and one would be not really smoking but one would be vaping. Now, I'm not a fan of inhaling any kind of crazy stuff into my lungs or anybody else's lungs so I don't vape CBD. I don't really believe in vaping, first of all. But the other two ways are to eat it in edibles and then make it with like cookies or gummy bears into some sort of edible. And the other way, the third way is probably the most common way; is to you have it like, you know in an oil-based or water-soluble liquid and just put a few drops in your mouth. If it's oil basically on your tongue, if it's water-based, you just swallow it. Now, Rich let's back up for one second because we might have some viewers and listeners that don't even know what we're talking about, CBD oil, well, what is that? So CBD oil, if I can get this right, it stands for Cannabidiol, CBD. It is totally legal everywhere in the United States. It is not marijuana. I repeat that, it is not marijuana. But so it's not psychoactive, it doesn't get you high. Go ahead, Rich.  
  
 Dr. Rich Madow: I was going to say it's actually so mainstream. I'm sure some of our listeners received this as well. I just received a Bed Bath & Beyond catalog and it had CBD oil on the back cover, big displays, get your CBD oil. I'm guessing it was in the Beyond section but that's, you know, [laughs]. I mean, you can even get it in Bed Bath & Beyond so that's pretty mainstream. 20% off, you feel fine.
  
 Dr. Dave Madow: Please, did they have 20% off coupons? I can't remember that.  
  
 Dr. Rich Madow: No, lend me some money.  
  
 Dr. Dave Madow: It's funny Rich, I was with the family in Jackson before. We went into some juice place and just juice and smoothies. And one of the options in your smoothie was they could put like, I don't know if that's the right word but like a CBD oil in the smoothie for like a few extra bucks. It was very interesting. It's pretty much like you said: Bed Bath & Beyond, smoothie shop, it's really everywhere.  
  
 Dr. Rich Madow: Right. And the point being, it's legal, it's somewhat mainstream. It doesn't get you stoned, your patient, you know, you're not going to want to take some and lessen the pain. I mean, there's nothing wrong with some.
  
 Dr. Dave Madow: Well, maybe you can [crosstalk].  
  
 Dr. Rich Madow: So maybe and I think it's a really good idea that you brought it up for people that aren't that familiar with it. It's not a narcotic in any way, it's not classified and it's not psychoactive or changes your frame of mind. You're not going to see triangles when you taste, nothing like that.  
  
 Dr. Dave Madow: But just to make sure our viewers and listeners know this, it is part of the hemp plant but it's... they're different like I guess varieties and the hybrid may not be the right word but they're different in varieties and it's a variety that is very, very high in CBD and extremely low in THC so there's no, again, no psychoactive component.  
  
 Dr. Rich Madow: Correct, correct. So what's your opinion?
  
 Dr. Dave Madow: So my opinion is I've been using CBD oil for the past, over a year. It really helps, it's a great calming effect that if I ever have... if I'm like anxious for a day or if I have trouble getting to sleep or anything like that or I want to have like a really good night’s sleep, I find that it really, really does work. Now again, I know it's anecdotal on one person. I really do believe that it works. I won't take something to be so popular and have no effect at all. I've been reading and watching a tremendous number of videos about it. I mean, I think it's actually even better than [inaudible 07:42]. I think it's a lot better than [crosstalk]. But it's old Rich and I have talked about an [inaudible 07:49] product that.  
  
 Dr. Rich Madow: It's funny that you said because I was going to bring that [crosstalk].  
  
 Dr. Dave Madow: I did that on purpose.  
  
 Dr. Rich Madow: I was going to bring [crosstalk]. Oh really, okay, because you know my opinion?
  
 Dr. Dave Madow: Well, I really don't know. I have a feeling I know your opinion but I don't know your opinion for sure. And of course, you can always say there's a placebo effect, you always say if somebody tells you this is going to calm you down and it will. I don't know, I mean, I definitely found it to help me and while I'm sleeping, my body doesn't know if it's a placebo or not and it really does help me get a better night’s sleep. I really found that.  
  
 Dr. Rich Madow: I disagree with that. I feel your body totally knows it's a placebo. I got to say first of all, just, you know, in general I know we're here to give our opinions. I have nothing against CBD oil, I have nothing against, you know, responsible use of medicinal or recreational marijuana or alcohol or anything like that. I think that, you know, things used by responsible people that do things the way you're supposed to do it and don't go driving on it. I've no problem with any of that stuff. But I do have a feeling that... I just feel like every few years, something else comes along. This is the big thing that when you look at CBD oil, if you look it up, there are people claiming that it cures everything. I mean, yeah, anxiety, insomnia, herpes, diabetes, heart problems, cancer, the list goes on and on and on and I just felt like it's the same kind of thing when some... there's some high top MLM and they've developed this proprietary formula of only the small, you know, grain that's in the rice paddies, they're only in a certain area of Thailand and that they've distilled in a certain way, and it cures everything. I am putting CBD oil in this category. I get very skeptical when there are claims that something does too much. And honestly, and I don't want to offend anyone here, I feel the same way about chiropractic. You know, I'm sure there's some fantastic knowledgeable chiropractors out there but if you talk to many chiropractors, oh yeah, chiropractic cures this, this, this, heart disease, diabetes, hypertension, all kinds of aches and pains, fibromyalgia, Lyme disease and all these, just come and we crack your back and it actually cures everything. Not so sure I'm a believer. The chiropractor has its place for certain, you know, the care of the spine. Well, I certainly hope so but, you know, you talk to chiropractors and they say it takes care of everything. And I'm a big believer in the placebo effect. I think it's the same with so many medications. I think, you know, … over the counter in some medications. You know, I've heard people say that you take a tiny sliver of one and they slept through the night. Well, hey, I get very skeptical when there are too many claims for one product. 
  
 Dr. Dave Madow: Well, you know, Rich, when I first started talking about CBD oil today though, I only talked about pain and anxiety. I don't know about anything else, about diabetes, high blood pressure, heart disease, I don't know and I won't even comment on that. I don't know but I found having some ski injuries and sometimes some, you know, I like to be calmer, I found that it definitely works for me. Now, it's been... this is a fact, this is not... it's a fact that we do have receptors in the human body, receptors that the CBD of the cannabidiol binds to. We have receptors and, you know, I think believe it or not, I think it's absolutely been proven that marijuana, THC, can help with anxiety and pain. I mean, I think that it's documented in many studies. And as CBD is very similar except it doesn't get you high, that's the main difference actually.  
  
 Dr. Rich Madow: Well, what the hell good is it? 
  
 Dr. Dave Madow: Honestly, I'm going to tell you there's another little side-story, it's a little personal but it's something that's really weird and it might not be related at all, but it's a very interesting story. A couple years ago, I noticed some weird things. I thought it was like just [inaudible 11:46] on the bottom of one of my feet. It turned out it was like I think there's warts and I don't know, I mean, it's not uncommon but I went to my dermatologist and she applied all these different things for like over a period of a year and like nothing got better and there's definitely not, it doesn't hurt or anything except, you know, other people can catch them if I'm like at a public bath or showers, something like that.  
  
 Dr. Rich Madow: [Crosstalk] Public baths and showers to begin with.  
  
 Dr. Dave Madow: Tell me about it. Now that I know all that stuff, it's true, you're right. But I am... I tried all this different stuff my dermatologist recommend, not only topical stuff but stuff by mouth and like nothing did it, nothing helped and I was trying all this crazy BS. Coincidentally, that's how I started using CBD oil like I'm going to say I don't even have a good feel for this one but I'm going to say like six months later roughly. I touched the bottom of my foot that had the warts and it's like everything is totally gone. Now, I'm not saying it was CBD, trust me, I know it's not scientific as anecdotal but all I'm saying is it's the only thing I changed in my life. [Crosstalk].  
  
 Dr. Rich Madow: Okay. So here we go, now, you're talking about exactly what I was saying. Okay, yeah, it's good for anxiety and restlessness but now it also cures foot warts. 
  
 Dr. Dave Madow: I didn’t say that. You're putting words on my mouth.  
  
 Dr. Rich Madow: You're saying there might be a connection between you using CBD and your foot warts going away.  
  
 Dr. Dave Madow: I said, they may or they may not. If you rewind this, you rewind this and you watch where I said it, this maybe had nothing to do with the story. I said, it may have nothing but coincidentally that's when my foot warts went away. I don't know what to say.  
  
 Dr. Rich Madow: If it's coincidentally, then it had nothing to do with it. [Crosstalk].
  
 Dr. Dave Madow: All I'm saying is I don't know the answer. I don't know... I can't take a stand because I don't know the answer  
  
 Dr. Rich Madow: You're saying, it's possible that CBD oil cures foot warts?  
  
 Dr. Dave Madow: I'll say it's possible.  
  
 Dr. Rich Madow: Okay.
  
 Dr. Dave Madow: It is possible.  
  
 Dr. Rich Madow: Okay, exactly my point. And you talk to somebody else and they had, you know, nasal palate cured. You talked to somebody else there [crosstalk].  
  
 Dr. Dave Madow: I've totally forgot to tell you about that too.  
  
 Dr. Rich Madow: You talked to somebody else, they had a French accent and all the sudden, they don't anymore. And it's also possible. I mean-
  
 Dr. Dave Madow: You are sick, you're sick.  
  
 Dr. Rich Madow: Okay, here's what I'm going to say and maybe we should move on to the call. So yeah, of course, I feel like it's kind of on point so please get your final say. I know the famous article in the Atlantic which we all thought was total bullshit. Really it takes a dentist to task for not really being resource-based, evidence-based, using scientific studies a lot and let's face it, I don't think there are totally legit research-based, evidence-based scientific studies on CBD oil but it showed it does all these things including insomnia, anxiety, all these things. I think it is pretty much anecdotal at this point. So, if you recommend that to your patient, are you going down that rabbit hole of being non-scientific, being that non-scientific dentist who just, you know, is recommending things that are not evidence-based. I'm not so sure. I think if I were to talk about it to a patient, I might want to say I've nothing against it. If you feel it works well for you, feel free to use CBD oil before your dental appointments. When it comes to dentists recommending it to anxious patients as a proactive measure, I'm not so sure I'm buying it.  
  
 Dr. Dave Madow: Well, we got the same opinion there because I think part two of the question was this dentist, she's asking if she should use it in her office for anxious patients? My answer would be the same as yours. I'm not so sure; first of all, it will be totally legal because you can get it over the counter anywhere, you will be saying like to a patient, "take this Advil before treatment to help this pain," over the counter. But I do agree [crosstalk].  
  
 Dr. Rich Madow: Proven to work.
  
 Dr. Dave Madow: Okay, but Rich, I'm agreeing with you. I'm agreeing with you, remember. I'm not so sure, only on part two, part one, totally that’s great. But I'm not so sure dentists should be giving out CBD in their offices. By the way, this dentist, kind of a side note that wrote those questions is totally into some type of... again, I wish we had more time to talk about this but there's some type of multi-level marketing thing in dentistry for dentists with CBD oil and they're recommending, you know, you get this and give this to all your patients and get your patients on that. I don’t agree with any multi-level at all.  
  
 Dr. Rich Madow: I'm not surprised, I'm so not surprised. Multi-level, maybe there's a topic for a different episode but multi-level deals in snake oil in my opinion and just about it, not all but maybe.  
  
 Dr. Dave Madow: Well, not all but here's the thing Rich. In the beginning of the show, you said that this is kind of like the flavor of the week or every couple of years, there's something new that comes out. This is 2019 and we're recording this in mid-2019. CBD oil has been around for a while, it's not new. I'm willing to bet that we look at this five years from now, somebody pulls out this podcast in five years. I think CBD oil is going to be totally around, very popular and it's not going anywhere. That's my opinion, it's my bet, it's not going away at all.  
  
 Dr. Rich Madow: Okay, I disagree. I think they have a …but I think its stature as this cure-all, do all everywhere. I think it's going to be not as popular but what can we say [crosstalk]. Gone now will be gone but, you know, most [crosstalk] are gone but I think-
  
 Dr. Dave Madow: I think it also kind of parallels Canada's culture like, you know, cannabis is becoming legal in more and more states. As that becomes more legal for medical or recreational, the cannabis may still be like CBD but CBD is sold everywhere. I don't think it's going anywhere, man. I think it's going to be like [crosstalk].  
  
 Dr. Rich Madow: Hey, man.  
  
 Dr. Dave Madow: You won't get into like probably get convenience stores and they sell it and I would never use this stuff, never. But like the tablets that keep you awake, you know, all that stuff. I think, you know, especially with [inaudible 18:02] everywhere. I think CBD is going to be one of those things that it's everywhere and it's not going away.  
  
 Dr. Rich Madow: I totally agree with that. I totally agree but I think, you know, I'm not sure if this is a good analogy but let's say for example, 10 years ago, everybody was recommending fish oil supplements and you can still get them anywhere but I don't think they're nearly as popular because I think it’s shown that it wasn't the cure all for everything, for inflammation, for heart disease that it was once found to be. And I think everybody seems to recognize now that it's better to eat it as part of eating fish; that does more than taking fish oil supplements and it was kind of overhyped and overrated. It still has its place among some people and I feel that's kind of the same with CBD.
  
 Dr. Dave Madow: So fish oil supplements are still very popular.   
  
 Dr. Rich Madow: They kind of had... I think they're not what they once were. They were the cure all 10 years ago. Every fish oil supplements do everything.  
  
 Dr. Dave Madow: Okay, let's leave it on that Rich.  
  
 Dr. Rich Madow: I think we're going to have to meet... we're going to make a plan to meet up 5 years from now. I'm proposing 3PM, March 18th, 5 years from now, we'll meet at the equator.
  
 Dr. Dave Madow: Okay, let's do that and I'll tell you something. Let's also put some money on the CBD oil. I'm going to put a lot of money on my bet that it's going to still be tremendous.  
  
 Dr. Rich Madow: Oh that's kind of an opinion what tremendous is.  
  
 Dr. Dave Madow: I know. So we deliver that then?  
  
 Dr. Rich Madow: Yeah, we'll check back in a few years. I think when they came to the end now as far as dentists actually recommending it in their practice, our opinion is kind of [inaudible 19:38] and together a bit and get closer to one another. So great question from Dr., what was that? heranomous? No, Anonymous. It's heranomous splash in Maryland. Keep your questions coming, podcast.madow.com. We'd love to hear from you.
  
 Dr. Dave Madow: So Rich before we get into today's call, we've got a couple special, really special announcements, right?  
  
 Dr. Rich Madow: Yeah, sure, go ahead. I've got one too, you go first. You go first.  
  
 Dr. Dave Madow: Oh you want me to start? I know you have a real special one so I'm going to go really, really quickly because Rich and I mentioned this during every episode, we both believe in both of these things I'm going to mention really quickly. Our Masterclass which we get people into our Center For Dental Practice Success in Baltimore. We do a full day with you. We limit it to dentists, a small group of dentists. By the end of the day, we have shared with you a lot but in particular how we can help you to grow your dental practice. So check it out more, just go to masterclass.madow.com. If you're watching the video, it's right down there. If you're not watching the video, it's masterclass.madow, M-A-D-O-W.com. Secondly, if you are still doing your credit card processing, one of it in prehistoric ways. In other words, if you're not using Fattmerchant yet, get using Fattmerchant. Quickly, it's going to save you money every single month, which is simple. We guarantee, it will save you money every month. Why not do it? Go to... the link is right there. But if you're listening, bit.ly/fattmad, that's F-A-T-T-M-A-D. It's bit.ly/fattmad. Rich, take it away.  
  
 Dr. Rich Madow: Thanks for saying really quickly. We know that a lot of our podcast listeners and watchers really don't know that much about us like who are we, who are these two guys? They've been coaching dentists for 30 years, they are dentists and blah, blah, blah. Well, what else have they done? One thing that amongst people that have been with us for a long time, we're really known for is TBSE, it stands for The Best Seminar Ever. It's the original Vegas multi-day, multi-speaker seminar. We didn’t name it The Best Seminar Ever, that would be kind of egotistical, I don't know what it will be but it used to be called The Super Fall Seminar when we started way back in 1995. People who attended year after year said we need to start calling this thing The Best Seminar Ever. How can we say no? So check it out, it's in Las Vegas, at the beautiful Tropicana Resort. It’s this November. It's two days, Friday and Saturday. And one thing different about TBSE is there are no breakout sessions. Everybody, docs and teams are in the same room the whole time. So check out tbse.com, The Best Seminar Ever. We've got some amazing speakers this year. Of course, I'll be there, Dave will be there. Maybe we will even do a live podcast from there. Who the heck knows, check out tbse.com. Got some fantastic speakers this year. Somebody who will be at TBSE for the first time and we just met, PeyRay, Dr. PeyRay, the guy is an amazing young clinician and kind of a teacher, a key opinion leader. We're excited about all our speakers but for some of you younger folks as they say, you might really be excited about him. So go to tbse.com. We'll see you in Vegas this November. Let's do our call.
  
 Female Speaker 2: For calling Dr. [Noise], Shirley speaking, may I help you?
  
 Dr. Dave Madow: Yeah, hi Shirley. Can you tell me if you take CareCredit there?  
  
 Female Speaker 2: If we take what?  
  
 Dr. Dave Madow: CareCredit, CareCredit, I think it's a way to finance my dental work because I think I got a lot of dental work that needs to be done.  
  
 Female Speaker 2: Okay. Can you hold while I check?
  
 Dr. Dave Madow: Sure.  
  
 Female Speaker 2: All right then.  
  
 Dr. Dave Madow: Sure, thank you.  
  
 Female Speaker 2: Hello, no sir, we do not.
  
 Dr. Dave Madow: You don't take CareCredit. Okay, because I just know like I got a lot of stuff that needs to be done and I'm just trying to figure out how I can pay for it. But okay if you don't take it, thank you, thank you so much.  
  
 Female Speaker 2: What is your name?  
  
 Dr. Dave Madow: My name is David.  
  
 Female Speaker 2: David and your last name?
  
 Dr. Dave Madow: Michaels.  
  
 Female Speaker 2: Okay. All right. Well, did you need a lot of care from... did they tell you you need a lot of care here?  
  
 Dr. Dave Madow: No, no, I'm just kind of new in town now. I haven't been to your office yet.  
  
 Female Speaker 2: Oh okay. All right. Okay. All right. Well, all right thank you for calling, David.
  
 Dr. Dave Madow: Well, thank you so much. I appreciate all that.  
  
 Female Speaker 2: You're very welcome.  
  
 Dr. Dave Madow: Okay sure. Bye.  
  
 Female Speaker 2: All right. Bye.
  
 Dr. Dave Madow: Okay. Can you believe that?   
  
 Dr. Rich Madow: I just put some question like what is it like to have a job and be so bad at that job? So bad.
  
 Dr. Dave Madow: You know, I thought she was going in the right direction, what's your name [crosstalk], somebody told you need a lot of work. What's that?  
  
 Dr. Rich Madow: Yes, she took a little pivot there at the end where she was about to redeem herself.
  
 Dr. Dave Madow: I know. She knows I needed a lot of work. What's your name? I thought she was going to take, have some, come on in and let's... but she said, okay, well, thank you very much.  
  
 Dr. Rich Madow: Okay. Let's back up for a second. Who the hell doesn’t take CareCredit? Geez. It's like a requirement for the dental practice.  
  
 Dr. Dave Madow: That is a good point. I mean, not to sound like [inaudible 25:12] that's been on the dental care well for a long time but that is a good point. It's a really good point.  
  
 Dr. Rich Madow: Yeah, unbelievable and she had no idea what it was. So this office is, you know, not really well-informed. Put you on hold for a long time, no on-hold music or messaging at all which is always disconcerting because you're not sure if they hung up or not. 
  
 Dr. Dave Madow: Right.  
  
 Dr. Rich Madow: And she kind of said, we do not and she was ready to let you go. But then as we said, she took that little pivot and asked for your name. But then, she thought well, you were diagnosed at her office and you needed a lot of treatment and since that wasn't the case, well, screw you, see you later. Wow, that was pretty unbelievable.  
  
 Dr. Dave Madow: I don't know what else to say. I mean, I’m ready to give her my grade because I don't know what else I can say about it, other than the fact Rich... well, I'll go back to the question we always ask, do you think her dentist is somewhere in the back office treating patients, really proudly saying, my team member at the front desk is great. She's so nice, everybody loves her, she's doing a great job. I'm going to say yes, she thinks that.  
  
 Dr. Rich Madow: I think it's very possible that everybody loves her. There's no question about that. And then, I'm going to say yes also man, what would happen if the dentist were to walk in, some patient called, they're new in town, they needed a lot of treatment, they asked if we took CareCredit and I just hang up on them. I mean, geez, she should at least offer some other… say we do have other options available for you. Come in, let's talk. Let's meet the doctor. Let's do something here. It's hard to believe they don't have some kind of financial options even that option that we never recommend which is we do all this treatment and we hope that you pay by the month, you know, play and pray. Whatever, that's an option. I don't do that one but at least [crosstalk].
  
 Dr. Dave Madow: Okay, I'm ready with my grade. My grade is an F, totally F. No question, final answer.  
  
 Dr. Rich Madow: I think that's a little harsh. I know now. Okay. Here's my grade. I'm going to hold it up for you watching on video. F, she totally failed. It's just a shame because she seemed really nice.  
  
 Dr. Dave Madow: I have nothing else to say.  
  
 Dr. Rich Madow: Episode 13, Season 2 of The Dental Practice Fixers. Thank you so much everybody for listening. I'm Dr. Richard Madow.
  
 Dr. Dave Madow: Dr. David Madow, we'll see you next time for sure.
  
 [Music]