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!
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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!"
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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!
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