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Quickies In The Office?

Welcome back to Coaches Corner! We are happy to share our years of experience working with dental offices all across North America.

Today we will be sharing some “quickies” from our Coaches Corner mailbox.

Q: How do you get Google to remove fake reviews?  I have tried contacting them but have gotten nowhere whatsoever. There are three fake reviews on my google review page, two stating I am young and inexperienced. I am 62 and have been practicing dentistry since 1979!

None of them are my patients. The thing I did do is to respond to the reviews, stating they are false and that they are not patients of mine, but it would be good if Google can remove them to keep my 5 star rating intact.

Thanks,
Ira Biderman DDS
Howard Beach, NY

A: Ira,

We just checked your reviews. You handled the responses to the poor ones very well, and your many five-star reviews speak for themselves. The thing you don’t want to do (and what you have avoided) is to get into a “pissing contest” with an unhappy or fake patient.

Our advice – getting Google to drop the fake or poor reviews is nearly impossible (the old freedom of the press thing!!), so stop driving yourself nuts. Your reviews are fantastic – just keep getting more good ones. If we were looking for a dentist and saw those reviews we would go to you in a second!! Remember, the more positive reviews you get, the more buried the fake ones are.

Q: Hi guys, my name is Fredric Siegel, a Promail user for 20+ years.  When a patient does not have the funds and doesn’t qualify for Care Credit, I would offer a ” lay-away” type arrangement.  Patients make payments till almost paid, then do the treatment.  This way it’s done and paid, a win win situation.

Best wishes,
Dr. Fred Siegel
New Rochelle, NY

A: Thanks for a great tip Fred. And we are pleased as punch that Promail is helping you get new patients! Check out our New Patient Postcards as well. And please give our regards to Rob and Laura!!

Q: Great rebranding of “The Madow Brothers” to “The Madow Center For Dental Practice Success.” What made you want to make that change?

Michelle Lynn,
Boca Raton, FL

A: Hello Michelle – and thanks for noticing.

Maybe it came from our reluctance to “toot our own horns…” but we realized that of all the people we have the honor of reaching through our e-letters, live seminars, articles, blogs, etc. – many do not really know what we do!! So it just made sense to utilize a name that says it all, and we feel The Madow Center For Dental Practice Success does just that.

After all, we LOVE coaching individual dental practices – but many folks didn’t even know we do that!! We produce in-office training programs, have new patient marketing programs, and more – and they are all designed with one thing in mind – the success of YOUR dental practice!

So it’s not just a name – we are proud to be “The Madow Center For Dental Practice Success!”

Coach Rich
Coach Dave

Dr. David Madow and Dr. Richard Madow are actual dentists who have been helping dental offices become more successful for over 28 years. They are down to earth, real people who personally connect with their clients and are proud to call them friends. If you have a question for this column, please write to them at coaches@madow.com. We are now offering a complimentary 30-minute coaching session! Please CLICK HERE to schedule yours. Doctors only please.

The Dreaded Question. Here’s Your Answer.

It’s a phrase you should have at the ready – an answer to a frequently asked question that many of us dread –

“What do you do?”

I’m a dental assistant.
I’m a dentist.
I’m a dental hygienist.
I’m a dental practice administrator.

Accurate – yes. Will it turn the asker into a new patient? Not likely.

So let’s do a simple exercise.

What is the name of your practice? (Don’t worry – the questions will get tougher.)

Dr. Leonard Cohen’s office.
Majestic Hills Dentistry.
The Smile Shack.
Drs. Johnston and Simmons.

Now (a little tougher) what is a one or two word phrase that describes your practice? Here are some examples:

High-tech.
Family oriented.
Cosmetically advanced.
Center-city.
Friendly.
Modern.
Large group.

Next come up with a slightly longer phrase that tells the story of your practice philosophy.

Treating patients comfortably is our number one goal.
We believe in high-tech dentistry in a patient-friendly environment.
We make high quality dentistry affordable.

Take a few minutes to come up with one – it’s not easy!

Okay – you’re almost ready. Next time someone asks you “what do you do?” – fill in the blanks like this…

I’m a answer one at answer two. We’re an answer three practice and answer four!

Using some of the above examples, here is how it would sound.

Dreaded question: “What do you do?”

Your amazing response:

“I’m a dental practice administrator at Majestic Hills Dentistry. We are a cosmetically advanced practice and we make high quality dentistry affordable!”

If it fits the situation, add your location as well.

“I’m a dental assistant at Dr. Leonard Cohen’s office in Montreal. We’re a center-city practice and treating patients comfortably is our number one goal!”

So what’s your answer to the dreaded question? Take a few minutes now or at a team meeting and develop a great one. Feel free to send us your response.

Satisfy Your Hygienist (And Your Accountant!)

There is not much doubt that the Cavitron Plus ultrasonic scaler is the best on the market. As you update or grow your practice it is one of those “must-have” pieces of equipment.

And its also true that your accountant has probably told you that as the year comes to a close, NOW is the time to but any equipment you need to maximize your tax savings.

That’s why our “M”-azing M Club has gotten together an incredible EXCLUSIVE deal on the Cavitron Plus Ultrasonic Scaler and the Cavitron Jet Plus Ultrasonic Scaler with Air Polisher that you just won’t be able to turn down!

This is a once-in-a-lifetime chance to get close to five hundred dollars off of the price of the Cavitron Ultrasonic Scaler and close to a thousand off the Ultrasonic Scaler with Air Polisher.

Plus – to make things more fun, when more than ten people take advantage of this deal, the prices drop by hundreds more!

There is no doubt – this is the time to get one of the finest pieces of equipment made for providing high quality patient treatment AND save on your taxes for 2011. Why settle for some cheapo knock-off when you can get the real thing at this amazing discount?”

To view details of the entire deal and save a ton of money before 2011 comes to a close, please click here.

If you are not yet a member of The M Club – NOW is the time to join! Membership is free, the rewards are amazing, and you will get even more great exclusive deals like this throughout the year.

The M Club is where saving money is an everyday experience and dental supply buying is fun! After all, we are The Madow Brothers and this is what we do!!

You gotta check it out by clicking here. Then just call 1-855-THE-M-CLUB to join up (if you haven’t yet) and take advantage of this amazing deal!

By the way – these savings are only good through Friday December 23 – so ACT NOW! Pleae don’t miss out and kick yourself next year.

Does Your Branding Still Reflect Your Practice?

Does your branding reflect your practice?

The New Year is often a time for out with the old and in with the new – a time for change. What about your practice brand? Does it still reflect your practice as a whole?

Times change. If your brand does not reflect who you are and what your practice represents, you may be sabotaging any marketing efforts you attempt. For example, if you don’t like to treat children why would you have a smiling dinosaur with a giant toothbrush as your brand? Perhaps it’s time to re-evaluate the message you want to get across to potential new patients. What is your vision? Are you getting that across when you market your practice?

Big mistake.

Many dentists don’t think about their brand in all aspects of the practice. We hire a web designer to design our website, an interior designer to decorate our office, and someone completely different to print our marketing materials. Did you have any of them working around your brand or consulting with one another? Usually these things are done at different times and then you end up with inconsistencies which can be confusing to the patient. If they found you on your website and was attracted to what they saw, but the office interior gave a completely different vibe, that patient may become disappointed, disillusioned and perhaps not return for future appointments. You must have consistency.

Think.

We recommend you spend some time reflecting on how you want your practice to be perceived as a whole, then write everything down. This could be the big difference you have been envisioning but not achieving. When done correctly, marketing your brand can help bring your practice to the next level!

Consistent branding is the key to successful marketing in your dental practice. Perhaps 2012 is the time to make an overall change in your branding. Are you ready for big results? It’s time that you are the dentist in your area that everyone is talking about!

Call us today and “we can help you” go in the right direction! 1-888-88-MADOW

Lululemon Your Dental Office! (part two)

In part one we discussed how a brand new niche store called Lululemon is creating a tremendous buzz all across North America. We love buzzes and perhaps this is one that you should pay attention to. As a matter of fact, some of you wrote back to tell us that you purchased some Lululemon (LULU) stock after reading part one! Although we are not financial advisors and we do not give stock tips, you should definitely check the one-year graph of LULU to see what kind of a company this is!
 
Here are some ways you can turn YOUR dental office into a “Lululemon” office:

1. Create a niche! Lululemon is a niche store. They sell yoga apparel. What percent of the population do you think actually practices yoga? Pretty small, right? Walk into a Lululemon store and you would think that the entire world practices yoga! They have made it a fun place to hang out (just like our good friends at The Apple Store).
 
What could your niche be? There are tons of possibilities. How about ortho, sedation, implants, or cosmetics just to name a few? The point is to be known for something cool and be perceived as the best in your area! Your niche could actually be that you offer free wi-fi and you have a comfortable reception area with a place to use and charge computers for professionals! Be creative!

2. Don’t be so damn fee sensitive.  As we said in part one, Lululemon sells $64 t-shirts and they can’t keep them on the shelves. We love them and probably have at least ten of them between the two of us. They are not only comfortable, but they look cool and work equally well in yoga class as they do at the gym. They are actually quite good for travel as well!
 
If you have a great product, your patients will want it and will not quibble over a few dollars if they believe in you. Those of you that are overdue for a fee increase; can you think of a better time than now? What are you waiting for? This article just paid for itself (oh wait… it was free)!

3. Learn your patient’s names and use them often. As we have said for quite some time, there is no word that is more important to your patient’s ears than the sound of their own name.
 
Go into a Lululemon store and ask to try something on. Watch what happens! The attendant that is working the fitting rooms (yes they have people that ONLY work the dressing rooms) will learn your name and use it often. This creates an immediate bond and makes it more likely that you will buy something.

4. Have the best people in the most critical positions. As we said, Lululemon has some real dynamos working in the fitting room area. They are able to bond and to close a sale. Who in your office is talking to the patients about scheduling for treatment? Who is answering the phones making sure every caller has a great chance of becoming a patient? Do you have the best? Think about it.
 
If you live in an area that has a Lululemon store, your homework is to go there and study how they do things! Look around. Talk to the employees. Try something on (we are not to be held responsible if you buy a lot of stuff). This will be the best education you can get!
 
Look out for “Lululemon Your Dental Office” (part three) really soon!