It was so offensive, people walked out after fifteen seconds!! 

Dear Friend and Subscriber,

Sometimes the best lessons and ideas come from the most unlikely places!

Many years ago (it was 1994 to be exact) we attended a non-dental marketing seminar in Las Vegas called “The Ted Thomas Super Marketing Conference!”

It was a fantastic two-day show that totally lived up to the hype. Many superstars from the marketing world were speaking there – Gary Halbert, Ted Nicholas, The Antin Brothers, and many more legends! Not only did we get to hear them speak, we got to hang out with them (at the bar and elsewhere, of course!) and they were all so gracious in brainstorming, critiquing, and answering our questions.

It also happened that during that time the legendary and controversial comedian George Carlin was doing a show in Vegas. Of course we got tickets, and were seated right up front!

Well, the show starts, and George casually struts to the stage, grabs the microphone, and uttered an opening line that was SO offensive (and hilarious) that half the crowd sat there in total shock, and many actually got up and walked out fifteen seconds into the show!

But here’s the lesson. What the heck did they expect?? This is Las Vegas, and they are seeing the edgiest comedian of his time, one who is known for a routine called “Seven Words You Can Never Say On Television!” A few years prior, he actually got blackballed from Vegas for his routines. So again – what the heck were they expecting? Everyone knows that if you are prudish you should not go to a George Carlin show!

Here in Baltimore, there is a group of people who live in a neighborhood near the airport, suing the Maryland Transportation Authority because the planes are too loud. HEY! YOU MOVED NEAR THE AIRPORT!! WHAT DID YOU EXPECT!!

So what’s the lesson? We frequently meet with dentists who got themselves into huge messes they should have seem coming from ten miles away!

For example – if you are interviewing someone to work in your office, and they have had five jobs in five years, and every dentist was a jerk – what makes you think you will not be jerk number six?

If a patient comes in with a gallon Ziploc bag filled with dentures that didn’t fit (and of course they don’t want implants) why would you ever think you could please this patient?

And didn’t you know that a certain PPO would suck before you signed up for it and now have 40% of your practice from it?

When the neighborhood of your practice started going downhill ten years ago, did you think it would have a miraculous recovery?

Seriously, we hear stuff like this practically every day!! So don’t buy a house near the airport and then complain about the planes. Don’t go see George Carlin (or these days, Dave Chapelle) and be expecting a G-rated show. And in your dental practice, when you see something coming from ten miles away – listen to your instincts!!

Oh – and back to that Super Marketing seminar for a second. It was an amazing two days of non-stop learning and fun. At the time there was absolutely nothing else like it, and it is one of the things that gave us the inspiration for TBSE!

Twenty-four years later, that marketing conference is no more and TBSE is still the number one seminar in dentistry for practice growth, learning, team-building, and FUN!! Check it out (and get to preview the speaker lineup) by clicking here!!

Or for even more fun, click our brand new “postcard” below!!

See you in Vegas,

The Madow Brothers

P.S. If you have any questions, always feel free to call us at 1-800-258-0060.

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Dental Team Conflict Resolution Tips and Ideas

This is Madow Center Lead Coach Betty Hayden here today!!

Did you know that the month of April is Workplace Conflict Awareness Month?

This is a topic that should be discussed at a team meeting. Why? Conflict happens! Make a plan and an agreement as to how all office conflict will be addressed and resolved.

Steps to deal with office conflict:

  1. Calm down and talk with the other person. (Don’t go to anyone else to discuss the conflict.)
  2. Attack the problem, not the person. Focus on behaviors and events.
  3. Listen carefully – listen to understand and not to be understood.
  4. Brainstorm solutions with a focus on the future. What it will take to move forward?
  5. Celebrate your success!

To manage conflict, Excellent Communication is Essential.

Communication  –

  • Job descriptions and expectations must be clearly defined. This is a great time to ask every team member to write a list of their job description and responsibilities. Have them indicate next to each task how often it is done (daily, weekly, monthly, yearly, varies, etc.). This will help you determine if and when and by whom these tasks are being accomplished. You might find some important tasks are not being done at all or not often enough and so on.

  • Team Meetings/Morning Huddles are essential for a happy and smooth work day. (I’ll cover tips on how you can have a successful morning huddle in an upcoming Coaches Corner.)

  • Address quickly any needed discipline or correction, don’t wait for a staff meeting to address these problems. Instead, meet one on one with the offender.

  • Avoid office negativity, it’s toxic and will infect your team – Rather, focus on and share positive experiences.
  • Your team must know the why, what, and how. They may know the what and the how but not the why. Oftentimes, this is why employees are there just to collect a paycheck. Talk about what you believe and attract those who believe what you believe. People buy the why not the what.
  • Positive Gossip Only! Entire team agrees to stop gossip. Refuse to listen to it. Rather, encourage the person to go directly to the other person they have an issue or complaint about. Unless of course, they can let it go and move on.

In addition to communication, Proper Training is Imperative–  Don’t hold back in this area! Invest in your team. Thoroughly train any new employees on your practice goals, systems, software, telephone skills, dental procedures, protocols, etc.  However, training isn’t just for your new employees, everyone in the office needs regular training. This leads me to the next point…

Continuing Education – Continuing education, not just for the providers but for the entire team is a wonderful way to ensure practice growth. Not to mention, it’s a great team-building experience, one that will give you a happier and motivated team. Think about this, your administrative team is the first and last impression made on each and every one of your patients. This includes potential patients that call your office. Certainly, you want to have the very best training and education for not only your clinical team but your administrative team too. You can do this with in-office training, webinars, lunch and learns, and seminars/classes outside of the office.

Have you heard about The Best Seminar Ever (better known as TBSE)? It is absolutely the best seminar I have ever been to! If you’re ready to boost your team and take your practice to the next level, please check it out here: TBSE -The Best Seminar Ever.

It is my wish that these ideas and tips will help you and your team experience greater happiness at work without unnecessary negative conflict. If you have any questions or concerns about what you’ve read today or would like to set up a complimentary telephone consultation to learn how I can help your office grow and succeed, please call 1-800-258-0060 or simply respond to this email with your best contact information and we will be in touch.

Yours for Greater Success,

Betty Hayden is the lead coach at The Madow Center For Dental Practice Success. She has over 25 years of experience in the dental profession. Her expertise is in effective telephone answering techniques, profitable scheduling, marketing campaigns, communication, social media, new patient acquisition, practice growth, and much more. She is called “The Idea Woman” because she grows practices!

If you have a question for this column, please write to us at And remember, we would like to offer you a complimentary 30-minute coaching session! Please CLICK HERE to schedule yours. Doctors only please.

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We All Screw Up

Dear Coaches,

Please help to settle a little disagreement in our office. A patient came in for a crown insert, but the crown was not here! We messed up by putting the wrong date on the lab slip. My assistant thought that we should tell the patient that the lab did not deliver the crown on time. I thought a better answer was that we looked at the crown and were not happy with the quality. Who is right?


Dr. Lynne Jeffries
Manchester, NH


Thanks so much for your question. It can be tough to figure out what to do when things go wrong in your office.

Maybe (as in your case) a patient came in for their insert appointment and the crown was not back from the lab.

Or possibly you had a schedule malfunction and couldn’t see a patient when they came in.

Or maybe your insurance estimate was way off and the patient was pissed because they owed a lot more than they were originally told.

The list can go on and on because no matter how conscientious we are, screw-ups happen. But there is a pretty simple three-step formula for taking care of them.

Tell the truth.

Trying to fudge the truth to appease a patient or telling a white lie to make the doctor or team member look better rarely works. And of course as the saying goes, when you tell the truth you never have to remember what you said!

Take responsibility and apologize.

So don’t “blame it on the lab.” Even if it was the lab’s fault, that excuse looks about as hollow as saying the dog ate your homework (or blaming any other situation on the dog). The fact is – anything that happens is ultimately the responsibility of the practice.

Make restitution.

Waive the fee. Give a Starbucks gift certificate. (It’s great to have a stack of these around the office.) If the patient is being reasonable, do your best to accommodate.

Simple? Yes. The right thing to do? Absolutely! When you screw up – admit it, apologize, and make it better!

We had a minor mess-up at The Madow Brothers office last week. We had the tuition incorrect for our upcoming “Deeper Than Dentistry” seminar, which will take place on Friday March 23rd. So for that – we take full responsibility and we are very sorry!

To see the correct (low!!) tuition and to find out more about this unique and life-changing (seriously!) course, visit!

Hope to see you there!

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 We are now offering a complimentary 30-minute coaching session! Please CLICK HERE to schedule yours. Doctors only please.

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Speakers Announced for TBSE 2012!

We are proud to announce the speaker lineup for this year’s TBSE which will take place in Vegas on November 9-10, 2012! We have put together one of the finest speaker lineups in the history of TBSE! Anchored with return visits from two of the most requested speakers in TBSE history, we have added a full slate of the best people in the world to help transform your practice and your life who are new to the TBSE stage.

Some of them are Madow “discoveries” who you will
not see at any other dental meeting!!!

Appearing at TBSE 2012:

A brand new ”Just For TBSE Talk” by

Dr. David Hornbrook! “The Top Ten Things That Will Make You A Better Dentist….and Team Member!!!

After his mind-blowing appearance at TBSE 2011, Dr. Hornbrook became our most requested speaker to bring back for 2012. And of course we listened!

This year, the nation’s top cosmetic dentist and one of the most in-demand international lecturers will be back with a brand new talk outlining ten things you need to do right now to become the absolute finest dentist and team member possible! These are not “pie-in-the-sky” things that sound good on paper – they are concrete strategies that anyone can do. It’s time to move ahead and be the best that you can be! And there is no better way to do it than with gifted clinician, mentor and teacher Dr. David Hornbrook at TBSE 2012!

Bruce Christopher! – “Team Communication: Why Are Women So Strange and Men So Weird?”

Clinical psychologist and interpersonal communications expert Bruce Christopher has been wowing audiences all across the world with his outrageously funny and dynamic presentations. And he is here to help you!

At the core, our practices are all about relationships, either with patients or fellow team members. Bruce will show you why excellent communicators have better relationships at work – and at home too! And to really understand it all, you need to know how men and women think, speak and make decisions differently. He will have you laughing harder than at any comedy show you will find in Vegas, and learning how to improve your life and practice at the same time! Come to TBSE 2012 to find out why world-class organizations and Fortune 500 companies rely on Bruce to get the job done!

Dr. David Peck – “Change Your Smile, Change Your Life!”

Gifted clinician and educator Dr. David Peck is known for not just changing the smiles of his patients, but changing their lives – and at TBSE 2012 he will change yours! He will show you simple ways to get your patients interested in cosmetic dentistry, and how to use the proper tools so that you can achieve the highest level of treatment success possible. And even though he has mentored with the best cosmetic dentists in the world – he is not some high-flying “dentist to the stars” – he does it all in a small New England town!

At TBSE 2012 Dr. David Peck will show how anyone from any town can have the cosmetic dental practice of their dreams, and how doctors and team members alike can earn more and love their jobs every single day while providing amazing patient treatment. If you are ready to get out of your rut, you need to be at TBSE 2012!!

The long awaited return of…..

Dr. Howard Farran – “Four Things Every Practice Needs To Do During This Great Economic Retraction!”

Our most requested speaker of all time – the one and only Dr. Howard Farran – is back with a brand new talk, and it will be his timeliest yet!

When it comes to understanding the true economics of running a dental practice, Dr. Howard Farran, the creator of the “One Day Dental MBA,” is truly the best in the world. That is why we have invited him back to TBSE for a record breaking twelfth time! And with the economy recovering ever so slowly, we need him more than ever!

In this just for TBSE talk, Howard will explain the exact four things you need to do so that you can stop worrying and take your practice to new heights! Are you ready to tackle the future and have your most successful practice ever? Then you just gotta see our most requested speaker ever – dental business genius Dr. Howard Farran at TBSE 2012!!

The Madow Brothers – Dr. Richard Madow and Dr. David Madow

Yes, that’s us! And we will be back this year not only entertaining and “running the entire show,” but with our best practice building tips to date. We have collected so much information and have seen so many common mistakes from tons of our hands on “in-office” visits, that we are ready to “come out” and demonstrate what you are most likely doing wrong every day (and don’t even realize it). Then we’ll show you how to change instantly and easily to become more profitable and bring home more money. Make sure you have plenty of sharp pencils and paper to take notes with because you won’t want to miss any of these tips!

A very special guest appearance by….

Alvin Law – When Amazing Is Your Normal!

Get ready to be amazed at TBSE 2012 by Alvin Law! One of the world’s foremost authorities on adaptation, change, and perspective, Alvin has overcome challenges that make him a true-life expert in a world full obstacles. His fascinating story and time-tested techniques will allow you to launch your own personal vision and let you know that you can achieve anything!

When Alvin speaks, you will feel emotions you may have never felt before, you will learn things about yourself you never knew, and most of all, you will see how to stop making excuses and accomplish more than you ever thought possible. Plus – Alvin Law will do something on stage at TBSE that you will remember for the rest of your life – guaranteed!! He is just one more reason why you NEED to be in Las Vegas for TBSE 2012!!

And a VERY SPECIAL GUEST speaker to be announced soon! You and the entire team will LOVE it when you hear this announcement!

Time certainly has a way of flying by! Relatively speaking, TBSE 2012 is just around the corner! “The Best Seminar Ever” will take place November 9-10, 2012 in Las Vegas and the speaker lineup will be a non-stop flow of the best information and motivation ever seen at a dental seminar. The Madow Brothers (that’s us) will be supplying the legendary brand of entertainment and information that you have come to expect – that which no one else on the planet can duplicate!

And to make it even more unbelievable, for 2012…

We Are Back On The Las Vegas Strip!

That’s right – by popular demand TBSE 2012 will be held again at the beautiful Planet Hollywood Resort and Casino!! As you may know, this is where TBSE 2011 was held and is one of the top Las Vegas mega-resorts that truly has it all!

Star worthy accommodations. Incredible dining. Everything from celebrity chefs to P.F. Chang! The Miracle Mile Shops, one of the top shopping destinations in Las Vegas, is right on premises! And of course there is the top-notch entertainment and gaming that only a Vegas Mega-Resort can provide! And perhaps best of all, since it’s right in the middle of the world famous Las Vegas strip, you’ve got…
Location, Location, Location!!

There is no question that TBSE will educate and motivate your team like never before. If you’ve been, you already know that there is nothing else out there like it. And if you have never attended, it’s just impossible to describe! There is a reason that it gets voted dentistry’s best seminar every year! We are already on track to making the 18th annual TBSE the best one yet!

You probably know that the regular tuition to come to TBSE is $697 for doctors. People say it’s worth much more than that! Every year it sells out and there is oftentimes a waiting list to get in. This past year was no different. Many offices attempted to sign up too late and unfortunately were turned down.

FINAL CHANCE: We are extending our winter special due to a malfunction in our online ordering system last month! Here is the deal – register before midnight March 31, 2012 and your tuition will be only $397 for docs and $197 for team members! This will be the only way to lock you and your entire team in at an unbelievable price!

For only $397 per doctor (and $197 per team member) you get two full days of TBSE and everything else that goes along with it!
(After March 31: $697 Docs / $397 Team – – > no exceptions)

And here’s more good news — we were again able to negotiate an unprecedented $139 a night room rate for you at Planet Hollywood! WOW!

You definitely need to take advantage of this special offer now. You MUST register before midnight, March 31, 2012 to get this special preannouncement price. When this promotion is over, these unbelievable low tuitions will never be available again. The clock will be back to the regular tuition. So “use it or lose it!”

TBSE 2012 will be two days of the best learning and team building, a vacation, and a way to meet new dental friends and hear success story after success story. And it’s worth sixteen CE credits to boot! We want to see you in Vegas in November! You would be missing an unbelievable opportunity if you missed this one!

Will you be there? At this special tuition,
you now have no excuse to miss it!

Please keep this in mind. You’re surely planning to do some type of continuing education this year. TBSE 2012 will be your sure bet! Even if you are uncertain, or were not necessarily planning anything yet, this will be the most important dental event of the year — you and your team need to be there with the best practices in North America!

Please take a few minutes right now to figure out how many from your office will attend TBSE 2012. At these prices, you should certainly bring the entire team! Once you do, go online to and register there. To get your special pricing online, please use coupon code “TBSE4.” You will receive a confirmation from us shortly thereafter. We will also keep in close touch so you will be the first to find out all of the details as they are announced!

Start planning now for TBSE 2012 — the dental experience that will last a lifetime! Guaranteed

“Thank You” Isn’t Enough

Happy Monday from Madowland.  We just got back from a whirlwind tour of Van Nuys, CA and Grand Rapids, MI both in one week!  We were able to experience weather extremes in a short period of just a few days, and we loved every minute of it!

In California we had the pleasure of presenting our famous “Love Dentistry” seminar to over 150 outstanding dentists and team members at the San Fernando Valley Dental Society.  What a great group – it was truly an honor to be among some of the top dentists in Southern California.

In Grand Rapids we presented to a sold out crowd of 400 dental professionals at the West Michigan District Dental Society.  This was also a fantastic group of our peers!

We were able to give both groups the best of the best of The Madow Brothers – information packed days of non-stop, head spinning, practice growing tips!  We’ve been teaching dentists how to grow their practices for over 22 years, and this seminar is not to be missed.  Please check out our 2012 schedule to see if we’re coming to your city. And if we are not coming to YOUR city (well, even if we are), look out for something very special from us within the next two weeks. It is a way that you can experience The Madow Brothers Live right in your very own office! There has never been anything like it before.

And thanks again California and Michigan for having us – we look forward to seeing you again in the near future.