Some things are better left unsaid — especially in the dental chair. In this episode, Dr. Rich runs through 20 real-life phrases actually heard in dental offices (yes, even his), from “Your insurance sucks” to the dreaded “OH SH*T!” You’ll laugh, you’ll cringe, and you’ll probably recognize a few. More importantly, you’ll learn why certain words instantly erode trust and how to replace them with language that reassures, educates, and keeps patients coming back.
Key Takeaways


Ban the “C” Word – Don’t tell patients “we always get cancellations.” It makes it sound okay to cancel.


See New Patients Fast – Aim to book new patients within 48 hours to keep momentum and reduce no-shows.


Avoid Awkward Greetings – If unsure if they’re a current patient, say “Great to see you” and ask when their last visit was.


Don’t Say “You’re Wrong” – Use softer language like, “Here’s what I see today.”


Skip the “It’s Our Policy” Excuse – Give patient-focused reasons, not rigid policy statements.


Lose the Dental Jargon – Explain in plain language they can easily understand.


Don’t Trash Other Dentists – Focus on the present, not what may have gone wrong before.


Never Downplay Cost – Don’t say “it’s not a lot of money.” Instead, explain the value.


Avoid Belittling – Comments like “stop screeching” kill trust instantly.


No “Tough It Out” on Pain – Ensure patients are fully numb and comfortable before treatment.


Handle Staff Departures Gracefully – Use a neutral explanation when a team member leaves.


Don’t Slam Their Insurance – Explain dental insurance as a discount, not a judgment.


Don’t Make Them Wait – Respect time; aim for “We’re ready for you” instead of “Have a seat.”


Don’t Blame Other Patients for Delays – Just apologize and move forward.


Avoid Politics – Talk about personal but non-divisive topics instead.


Don’t Let Insurance Dictate Treatment – Recommend what’s best for the patient, then discuss coverage.


Frame Availability Positively – Say what you can do, not what you can’t.


Stay Patient With Questions – Avoid sounding frustrated; explain clearly in layman’s terms.


Don’t Judge Personal Choices – Clothing, tattoos, or lifestyle aren’t your business unless they affect health.


Never Show Alarm in the Chair – No “oops” or curse words mid-procedure.


Here are some very important and easy ways to help enhance your practice and your life!
1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter

When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!

2 - Download our special free report,  "The Dirty Dozen:  HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask

3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!)   madow.com/calendar

4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call!

Confused patients don’t say yes — they say “I’ll think about it.” Dr. Rich breaks down how weird drug commercials (yep, that one) reveal the secret to gaining trust, boosting case acceptance, and making your whole team sound like pros. Also: Is your website quietly scaring patients away?
Key Takeaways
Clarity Wins Every Time: Patients don’t want choices—they want confidence.
They’re not begging for a buffet of treatment options. They want the expert (that’s you) to say: “Here’s the issue, and here’s how we fix it.” Stop hedging. Start leading.

Explain Financials Like a Pro:  No money talk = no-shows.
Make treatment costs and payment options crystal clear before you ever pick up a handpiece. Surprises belong at birthday parties—not on your invoices.

Banish the Wanderer: No patient should ever wander your office like a lost tourist.
Escort them confidently. Metaphorically hold their hand. Literally point the way. It’s called patient care, not patient confusion.

Tell Them What’s Next (And Why): Don’t let patients walk out clueless about their next visit.
Explain what their next appointment is, why it matters, and what they can expect. Clarity now = fewer cancellations later.

Prep Before You Poke: Let patients know what they’ll feel, hear, or experience before you do it.
A little heads-up goes a long way in building trust and keeping butts in the chair.

Give the Team a Script: Confidence should be contagious.
Train your whole team—from front desk to hygienist—to speak clearly, calmly, and consistently. The message: “We’ve got this.”

Follow Up or Fall Flat: A quick post-treatment call, text, or video = magic.
Patients feel cared for. Referrals go up. No-brainer.

Use Analogies That Stick: “Dental insurance is like a coupon.”
Analogies help patients actually understand your recommendations—and that means more treatment accepted, less explaining repeated.

 
Here are some very important and easy ways to help enhance your practice and your life!
1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter

When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!

2 - Download our special free report,  "The Dirty Dozen:  HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask

3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!)   madow.com/calendar

4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call!   madow.com/save

5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money!    madow.com/gold

6 –Boost your practice with SimplyClear aligners from OrthoBrain. Skip the middlemen and work directly with US-based orthodontists for top-notch care. Make your patients smile and watch your practice thrive!  madow.com/ortho 

7 – Attract the perfect new patients with Simple ...

In this episode of The Dental Practice Fixers podcast, Dr. Richard Madow shares three simple but powerful questions that can transform your patient relationships—and your entire practice. Whether you're a seasoned dentist or just starting out, these questions will help you build deeper connections, uncover hidden treatment opportunities, and create an experience your patients won’t forget. Plus, hear why one playful, slightly snarky question might be your best rapport-builder yet. You’ll never look at a new patient exam the same way again.

 
Key Takeaways
Encourage patients to share their smile goals



Avoid closed-ended questions like "Would you like whiter teeth?" — these shut down conversation.


Instead, ask: "If you could do anything to change your smile, no matter how small, what would it be?"



This empowers patients to share small or big concerns and can uncover opportunities for elective or cosmetic treatments they might otherwise keep to themselves.




Prioritize comfort at every step



Frequently ask: "Is there anything we can do to make you more comfortable?" — before, during, and after treatment.


This question shows genuine care, helps differentiate your practice, and often leads to immediate actionable feedback (e.g., room temperature, music choice, position adjustments).


Strengthen practice culture and loyalty



By truly listening and showing interest in patients' lives, dentists can create a more positive, human-centered environment.


This approach can help shift patients from seeing themselves as "just another appointment" to feeling part of a community.



Here are some very important and easy ways to help enhance your practice and your life!
1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter

When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!

2 - Download our special free report,  "The Dirty Dozen:  HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask

3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!)   madow.com/calendar

4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call!   madow.com/save

5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money!    madow.com/gold

6 –Boost your practice with SimplyClear aligners from OrthoBrain. Skip the middlemen and work directly with US-based orthodontists for top-notch care. Make your patients smile and watch your practice thrive!  madow.com/ortho 

7 – Attract the perfect new patients with Simple Impact Media's expert SEO, tailored just for your dental practice. Skip the generic and get a free consultation and audit with founder Evan Lazarus.

In this episode of The Dental Practice Fixers podcast, Dr. Rich shares a memorable and cringe-worthy moment from his early days as an associate — and the powerful lesson it taught him about leadership, language, and team morale. You’ll hear simple, real-world examples of how the words we use every day shape our practice culture, build (or break) patient trust, and influence how our team members feel.

Stick around to the end for some brand new mystery shopper calls — you’ll hear exactly how real dental offices are doing when it comes to first impressions. (Spoiler: Words matter there, too.)
Key Takeaways
In a dental practice, the right clinical skills are essential—but so is communication. Sometimes it’s not what you say, but how you say it that makes all the difference. This week’s podcast, “Little Words, Big Difference,” explores how small tweaks in everyday language can lead to stronger patient relationships, better treatment acceptance, and a more confident team.
Here are the big lessons from those little words:
Small Word Choices Have a Big Impact: Saying “I recommend a crown” instead of “You might want a crown” changes everything. The first statement shows leadership. The second leaves room for doubt. Patients are more likely to follow through when your language reflects clarity and confidence.
Confidence Is Contagious: If you sound unsure, your patient will feel unsure. Swap out phrases like “you could” or “maybe consider” for confident language like “I recommend” or “what’s best for your tooth is…”
Framing Shapes Understanding: Patients don’t always know what’s best for their dental health—that’s why they’re coming to you. When treatment is presented with certainty and purpose, they’re far more likely to understand the urgency and say yes.
Beware of Weak Language: Words like “just,” “might,” and “possibly” undermine your authority. For example: “It’s just a small cavity” vs. “We caught this cavity early—let’s take care of it before it worsens.”
Patients Want a Guide, Not a Guess: Dentists and teams aren’t expected to be pushy—but they are expected to lead. Patients want expertise. They want to be told clearly what they need, why it matters, and what to do next.
Everyone’s Words Matter: This isn’t just about the doctor. Every member of your team plays a role in building patient trust. Whether it’s the front desk, assistant, or hygienist—consistent, confident communication matters at every level.
Practice Makes Powerful: If this feels unnatural at first, that’s okay. Role-playing treatment conversations and scripting key phrases can help your whole team build the habit of strong, effective communication.



Great dental practices don’t just deliver great care—they communicate it clearly. Pay attention to the little words. They may be the difference between “thinking about it” and “let’s schedule that today.”
Want to help your team become stronger communicators? Let’s talk. We specialize in dental coaching that builds confident teams, clearer messaging, and practices that thrive.


Here are some very important and easy ways to help enhance your practice and your life!
1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter

When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!

2 - Download our special free report,  "The Dirty Dozen:  HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.

What do barefoot patients, expensive coffee, and a small shoe factory have in common? In this episode of The Dental Practice Fixers podcast, Dr. Rich shares a strange but true story from a Seattle café and ties it into a powerful lesson about opportunity, mindset, and making the most of what’s right in front of you.

You’ll also hear a business fable with a surprising dental twist — and learn why your credit card fees might not be as fixed as you think. And then - mystery shopper calls! Don’t miss this one!
Key Takeaways
Clinical Opportunities & Patient Communication

* Periodontal Disease is Underdiagnosed: Most practices under-treat perio, often with rates as low as 3%, despite over 50% of adults having some form of the disease. This is a major missed opportunity for both care and revenue.
* Use the “Talk Over” Technique During Exams: Narrate perio probing in plain language as you do it. This engages patients, builds understanding, and increases acceptance of needed treatment.
* Educate with Simplicity: Use simple, relatable language when discussing diagnosis—e.g., “bleeding means infection,” “low numbers are good,” etc.—so patients clearly grasp the problem and ask what to do next.

Financial Strategy: Credit Card Surcharging

* Surcharging Can Protect Revenue: Consider passing credit card processing fees to patients—a legal and increasingly common practice. This preserves 100% of your fee without increasing prices.
* Be Transparent and Compliant: Use platforms like CardX (recommended in the podcast) to ensure compliance and ease of use when implementing surcharging.

Mindset Shift: The “Barefoot Island” Metaphor

* Turn 'No One Wears Shoes' Into Opportunity: Don't assume patients don’t want or can’t afford services like fluoride, clear aligners, or perio therapy. Instead, assume they haven't been offered them clearly and confidently—yet.
* Reframe Obstacles as Growth Areas: Challenge internal team beliefs like “our patients won’t go for that” and explore whether those beliefs are based on reality or reluctance to lead.


Here are some very important and easy ways to help enhance your practice and your life!
1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter

When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!

2 - Download our special free report,  "The Dirty Dozen:  HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask

3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!)   madow.com/calendar

4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call!   madow.com/save

5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money!    madow.com/gold

6 –Boost your practice with SimplyClear aligners from OrthoBrain. Skip the middlemen and work directly with US-based orthodontists for top-notch care. Make your patients smile and watch your practice thrive!

In today's episode of The Dental Practice Fixers podcast, Dr. Richard Madow shows how a situation that arose at Hell's Kitchen in Las Vegas can teach all of us how to better handle difficult conversations that come up in our dental practices.

Then we have a mystery shopper call that will teach us what NOT to do!! Check it out now!
Key Takeaways:


Difficult conversations can be handled with finesseA restaurant host at Hell’s Kitchen masterfully asked Dr. Madow and his brothers to give up their table—without creating discomfort—by inviting them to continue their evening at the bar, turning a potentially awkward moment into a positive experience.


Avoiding tough conversations causes bigger problemsIn dental practices, avoiding difficult topics—like discussing finances, treatment plans, or staff performance—often leads to confusion, inefficiency, or missed opportunities.


Tone and delivery matter more than the message itselfHow something is said—kindness, confidence, and enthusiasm—can completely change how it's received. Even uncomfortable news can land well with the right approach.


Be clear and confident when presenting treatment and feesDr. Madow recounts an early mistake in over-apologizing and being awkward about presenting periodontal treatment fees. The patient wasn’t fazed—but the lack of confidence created unnecessary discomfort.


Use patient-centered languageReplace blame-focused comments like “You should have brushed and flossed better” with collaborative phrasing like “Let’s talk about how we can get you back on track.”


When discussing finances, offer solutions—not apologiesInstead of saying “We don’t offer discounts,” try “Great news—we have flexible payment options that can make this work.”


Practice proactive communication with team membersAddressing staff issues—such as poor fit or mistakes—should be done respectfully and directly, always with the goal of improvement or resolution.


Plan difficult conversations in advanceThinking through your approach (or even role-playing) helps reduce friction and increase clarity when it matters most.


Make every interaction a relationship-builderWhether with patients or team members, handling tough topics the right way can actually strengthen trust and loyalty.


When a new patient calls, offer the appointment!A mystery shopper call revealed a missed opportunity: although the caller clearly wanted an appointment, the front desk team failed to actually schedule it.



Here are some very important and easy ways to help enhance your practice and your life!
1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter

When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!

2 - Download our special free report,  "The Dirty Dozen:  HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask

3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!)   madow.com/calendar

4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call!   madow.

What do patients really want when it comes to treatment options? Do they want freedom OF choice or freedom FROM choice? Find out in the very important episode of The Dental Practice Fixers podcast for dentists and team members.

And then of course we do our mystery shopper calls!! Don't miss it!
Key Takeaways:
Patients don't want lots of treatment options — they want clarity and confidence.Too many choices cause confusion and lead to patients delaying or avoiding treatment. Dentists should guide patients decisively.


Freedom from choice is powerful:Patients appreciate it when you confidently recommend the best treatment, rather than overwhelming them with multiple options.


Decision Paralysis is real:Offering even two or three treatment choices can lead patients to freeze up and not make any decision — just like the host struggling to buy shoes online.


Be confident and direct:Look the patient in the eye and clearly say:"I know exactly what the problem is, and this is how we’re going to fix it."


Offer doing nothing as an option (carefully):You can mention doing nothing as a choice, but you must clearly explain the negative consequences (things will get worse and more expensive).


Simplify financial discussions:Combine clear treatment recommendations with easy-to-understand financing options to remove money as a barrier.


Mystery Shopper Calls: Lessons for Front Desk Teams:
Many dental front desk teams are losing new patients on the phone because:





They don’t know basic fees.


They don’t guide the caller to schedule an appointment.


They waste time without securing the visit.




Every phone call from a potential new patient must end with an enthusiastic offer to schedule the appointment — otherwise, you lose opportunities.


Here are some very important and easy ways to help enhance your practice and your life!
1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter

When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!

2 - Download our special free report,  "The Dirty Dozen:  HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask

3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!)   madow.com/calendar

4 – Save money every single month on autopilot by paying a low, flat, monthly fee for credit card processing! Stop wasting money, and lower your overhead with one call!   madow.com/save

5 – Get the absolute most for your dental scrap with Southern Dental Refining. Deal directly with the owner, cut out middlemen and salespeople, and get some real mailbox money!    madow.com/gold

6 –Boost your practice with SimplyClear aligners from OrthoBrain. Skip the middlemen and work directly with US-based orthodontists for top-notch care. Make your patients smile and watch your practice thrive!  madow.com/ortho 

7 – Attract the perfect new patients with Simpl...

There's a dirty little secret about dental podcasts, and it's just one of the many things that Dr. Richard Madow reveals on this episode of The Dental Practice Fixers.

Then we go to our mystery shopper calls and figure out the best way to answer the question "why isn't fluoride treatment covered by my insurance?" So much great stuff here - give it a listen!!
Key Takeaways:
Money-Saving Tips for Dentists

* Credit Card Processing: Switch to Stax for flat monthly fees and eliminate overage charges. Dr. Madow claims tens of thousands saved.
* Dental Scrap: Sell dental scrap to Southern Dental Refining for high returns due to gold prices being at an all-time high. Some practices have received up to $10,000.

Handling Inherited Patients from a Retiring Dentist

* Avoid criticizing the previous dentist, even if their care was substandard.
* When asked “Why didn’t Dr. Jones tell me this?”, redirect the conversation to current findings and focus on today’s diagnosis and care plan.
* Use relatable language—explain like you’re speaking to a smart fifth grader (but don’t say that out loud!).

Getting Your Team On Board with Change

* Start with the “Why” – Explain the benefits for both team and patients.
* Involve the Team – Ask for input before announcing changes.
* Start Small – Introduce changes gradually.
* Positive Challenge – Challenge your team in ways that make their jobs easier or more meaningful.
* Lead by Example – Your consistency and belief in the change will influence your team.

Patient Experience Tip

* Don’t allow cleaning crews to begin while patients are still in chairs. It sends a message that the day is over and the patient is an afterthought.
* Use the restaurant analogy: no one likes to feel rushed out while they’re still eating.

The “Dirty” Truth About Dental Podcast Rankings

* Most “Top 25” podcast lists are biased and based on mutual votes rather than actual listenership.
* Many so-called top dental podcasts have barely any real audience.
* Dental Practice Fixers ranks in the top 2.5% of all podcasts, not just dental ones—based on real download and engagement data.

Mystery Shopper Calls: Lessons for Front Desk Teams

* Always invite the caller to schedule an appointment—especially if they ask, “Are you taking new patients?”
* Don’t let fluoride cost or insurance questions go unanswered or unaddressed.
* Instead of saying “I don’t know,” offer confident, patient-focused language like: “We recommend fluoride because it helps protect your teeth, even if it’s not covered. Let’s get you scheduled to talk about what’s best for your smile.”
* Never make insurance the first topic of conversation—it puts up an unnecessary barrier.

Here are some very important and easy ways to help enhance your practice and your life!
1 – Sign up for our e-newsletter. It’s filled with up-to-date practice building tips, event announcements, and more! madow.com/newsletter

When you sign up for the newsletter, you are automatically enrolled in our drawings for your own personal Dental Practice Fixers coffee mug!!

2 - Download our special free report,  "The Dirty Dozen:  HOW TO ANSWER THE MOST DIFFICULT QUESTIONS THAT PATIENTS ASK!" madow.com/ask

3 – Schedule time on Dr. Rich’s personal calendar to discuss any practice issues or ways to improve! (This is for practice-owning dentists only!)   Show more...