Are you turning patients off by telling them what you DON'T do instead of what you CAN do? On this episode of The Dental Practice Fixers podcast, Dr. Richard Madow shares a story that shows what NOT to do at your practice!
And then we do some mystery shopper calls about clear aligners. Don't make this mistake!!!
Key Takeaways:
Too many dental practices reflexively say “we don’t…” when patients request something. Instead of rejecting requests, practices should reframe the conversation positively and offer options that meet patient needs.
“We Don’t Serve Coffee Here” Moment:Dr. Madow shares a story from a local restaurant that refused to serve coffee, despite many customers asking for it. This sparked the core message:➤ If people keep asking for something, why aren’t you offering it?
Give People What They Want:
In dental practices, saying "we don't do cleanings on the first visit" or "we don't accept that insurance" may be clinically valid or policy-driven—but it turns potential patients away.
Instead of hard “no’s,” offer honest alternatives or better framing.
Reevaluate Office Policies:
Dr. Maddow changed his own policy of "no cleanings on first visits" after realizing it cost him many new patients.
Compromise where you can to balance clinical integrity and patient experience.
Avoid Default Negative Language:Reframe:
“We don’t have Saturday hours” → “Would weekday evenings work for you?”
“We don’t take your insurance” → “We’re an unrestricted provider and happy to explain how that works.”
Mystery Shopper Calls = Missed Opportunities:
Many practices failed to invite the caller in—even when the caller clearly expressed interest in orthodontics.
Office staff didn’t know what the practice offered or didn’t offer it confidently.
Some gave vague or incorrect explanations, or simply didn’t attempt to convert the call into an appointment.
Website and Phone Staff Alignment:
If your website says you offer Invisalign, but your team says you don’t—or doesn’t know—you have a big credibility problem.
Train your team and audit your website regularly.
Always Offer Options:
Even when treatment is needed, patients deserve choices—doing nothing is still technically an option.
Present all choices honestly but help them see why one option is best.
Energy and Enthusiasm Matter:
Enthusiastic team members who confidently explain treatment options and invite patients to come in can dramatically increase conversions.
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!"
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