Does Nancy work in your practice?

Does Nancy work in your practice? If not, she should.

So just who is Nancy?

She is that unusual person who always manages to do everything right. She puts her own feelings aside for the benefit of the patient and team. Her judgment is impeccable. Her attitude is incredible. She has not once brought a personal problem to the office. She has constantly sacrificed for the good of the patient. She manages to keep her eye on the bottom line and has great financial responsibility.

Nancy works at the front desk. She is a dentist, a dental assistant, and a dental hygienist. She even can be the janitor, because we all know Nancy would never glance into a treatment room, see a cotton roll on the floor and walk by without picking it back up. She would never inconvenience a patient by not replacing a toilet paper roll that has two sheets left. And she certainly would never send an impression to the lab if she didn’t think a fantastic restoration could be made from it.

Everyone loves Nancy, but she’s so cool about it she doesn’t even realize how perfect she is. She’s not judgmental or vindictive – she’s just Nancy! And of course – she doesn’t exist.

Here ‘s the thing. We all make hundreds of choices every single day in the dental office. Some are huge decisions and some don’t seem to be of much consequence. But many times we have the tendency to take the easy way out or settle for less than we should. Nancy would never do that.

The crazy thing is, we always know what the right thing to do is. We always know what the best solution is. We can always give a little extra effort to be better. But many times we don’t.

So the next time you’re not sure what to do, or you are tempted to cut a corner, remember – Nancy wouldn’t do it that way, and you shouldn’t either!

“We’re Nancy!”

Adding WOW!

Today let’s make sure your patients know with 100% certainty that they made the right choice to come to your office.

How do we do this? We need to WOW them every single time they come into the office. And we can’t just WOW them once.


It has to be five to ten times per visit!


What is a WOW? It is simply something that they see or experience that will cause them to say…


“Wow, I am in TBDE (the best dental office ever)!!


They may not say it out loud. It doesn’t matter; they just need to say it.


What’s an example of a WOW? Glad you asked. We’ll give you just one example today. Then we’re going to make you think of at least four more for your office.


OK, here we go. A great starting WOW would be to have the most incredible patient rest room in the world! How nice should it be? It should be a cooler looking restroom than most people have in their own homes. And not just a sparkling clean one, we are talking about one with the most beautiful sink, faucet, handles, vanity, napkins, soap, and other amenities. How about this – try continually burning Japanese incense – it’s different, very light, and it gives the bathroom an incredibly nice smell.


It’s a fact! Everyone remembers the restroom. We experienced a remarkable one a week ago at a restaurant and it just made the experience that much more unforgettable.


There’s your first WOW! Try it and let us know how it works out. But come up with more because one WOW is not enough. We highly recommend between five and ten WOWS every time a patient comes to see you. At that point you will separate your office from all of the others in your area!

Yes. No.

Do you remember that Flintstones episode where Fred had a double who could only say “yes” and Barney had a double who could only say “no?” It got them in all kinds of trouble.
Saying “yes” can be one of the most beautiful, generous things you can ever do. But it can also be one of the most harmful. On the other hand, saying “no” is often the right thing to do.

If you are a people-pleaser, you may be saying “yes” too frequently. And if you are afraid of trying new things, “no” may be your default for just about anything!

Here are a few guidelines – some dental some not.

If you are about to let a patient leave your office with dental treatment you are not 100% proud of, say NO.

If you want to do something but the only thing stopping you is that you are worried about what others may think, say YES!

If you are asked to take on a task but can’t do a good job, say NO.

On the other hand if an obsession with perfection is stopping you from being productive, stop being so anal and say YES!

If you are about to do something but don’t want others to find out about it, say NO.

If you are about to do something helpful but will not get any credit, say YES!

If you are going to enter a deal that benefits you but not the other party, say NO.

If you are compromising for someone you love and / or respect and can live with the results, say YES!

If you are asked to “slide something past the insurance company,” say NO.

If you have the opportunity to help a fellow human being, no matter how small the gesture, say YES!

If you are asked to cram something into your already busy schedule that you don’t want to do or simply don’t have time for, but just don’t know how to refuse – say NO.

If you have the chance to share knowledge or teach others a skill, say YES!

If something is going to distract you from that which truly matters, say NO.

If you’ve never done it before and are a bit nervous about stepping out of your comfort zone, say YES!

If it will create a habit that costs you in the long run, say NO.

Would You Have Sex With a New Patient?

Would you have sex with a new patient?

Sounds like a crazy question. And before you get too offended, in a certain way you just may be trying to do just that!

In the dating world, most women complain that men are way too aggressive.  They’re always going for the “close,” without paying attention to the real details!

“I want to know more about my man before I have sex with him.”
~A somewhat famous woman

Do you think that sounds crazy?

How about this typical scenario at the bar:

Step 1. Man: Here is my cheesiest pickup line.
Step 2. Man: Give me your phone number.
Step 3. Man: Let’s have sex.

Now if you are a man, we know YOU would never do anything like this. You’re probably not even going to any bars!  We realize that!

But whether you are a man or woman, could you be possibly be doing something like this?

Step 1. Doc: Here is my cheesy brochure!
Step 2. Doc: Thanks for calling our office. Come on in.
Step 3. Doc: You need $20,000 worth of treatment. Sign form!

Funny, do you see any similarities above to that scene at the bar?

You might as well be asking for sex. You may have a better chance!

Now don’t get us wrong, this approach will likely work some of the times. And if you don’t mind getting slapped in the face a lot, maybe it’s worth a try.

But as a dentist, you probably don’t want to get slapped in the face every day by new patients.  You want to build relationships, right?

We have been huge proponents of nurturing your new patients. And using the “100% treatment plan acceptance strategy” (see your Mega-Bundle, module 6) is a big one because it always works!

Wouldn’t it be nice if you got them to like you first?

Get them to believe in you.

Get them to trust you.

Now you have yourself a great patient!

Six Things You Should Give Up To Live Your Best Life Ever!

Are you finally ready to find true happiness, success, and become a superstar? If so, in this article we will share five things with you that we recommend you give up. And once you do, you find more happiness and success at your doorstep! Wait a minute!  We need to give up things to become […]


Have you ever downloaded an app or some software, and before downloading clicked a button that says something like “I have read and accept these terms?” Maybe you have been to a site that has a check box at the end that says “I have read, understand, and acknowledge these terms and conditions.”

So we check the box or click the tab, never having read the actual terms and conditions. NEVER!

As the great Mark Twain once said, “There are two types of people in the world – those who don’t read the terms and conditions, and liars.”

Wait a minute! Mark Twain died in 1910! How is that possible?

And how about those long disclaimers at the end of an email? Ever read one of those suckers? No one has! Yet by reading the good part of the email we are supposed to abide by all of that crap at the end.

But imagine this. What if right before you clicked that “accept these terms and conditions” button an actual person popped up on your monitor and said,

“Hey Pat! Thanks for downloading our software. I just want to let you know that as soon as you do:

  • We will allow your email address to be used by our sister companies. We have a lot of sisters.
  • Your computer will be infiltrated with cookies that will track your every move.
  • For the next three months every corner of your computer will be filled with ads for products similar to the expanding double-edge vibrator you just read about.
  • Every keystroke you make from now on will be analyzed, deconstructed, interpreted and utilized by our team of overpaid Silicon Valley geeks who haven’t seen the sun in two years.

Thanks for your business.”

Would you still click and accept? Maybe not so quickly.

So what do you think happens when you give a patient a two page financial policy to read? Or a long document detailing the risks of third molar surgery? Same with written post-op instructions. People skim them at best (especially if they are as poorly written as most of the ones we have seen) and then they sign them anyway.

Bottom line: If there is Something/Anything (TR) the patient needs to know, it should be explained in simple language by a real person. Sure, it may take a little longer, but it not only adds to the personal patient experience, it helps clear up problems before they happen.

Explain. Listen. Answer. Care. Some things just can’t be accomplished with written documents.

IMPORTANT DISCLAIMER: This blog post is intended for the use of the individual addressee(s) named above and may contain information that is confidential, privileged, confidentially privileged, or unsuitable for overly sensitive persons with low self-esteem, no sense of humor or irrational beliefs. If you are not the intended recipient, please get off your friend’s computer immediately. Any dissemination, emanation, artificial insemination, or copying of this blog post is not authorized (either explicitly or implicitly) unless you forward it to someone who may have some peculiar interest in The Madow Brothers. No animals were harmed during the transmission of this blog post, but if that damn cock-a-poo dog next door doesn’t stop barking soon, some harm may come to it, if you know what we mean. (Maybe having to go through life being called a “cock-a-poo” is actually torture enough.)

Please do not read this blog post backwards or hcti ot trats lliw rae tfel ruoy. (Scratched it, didn’t you?) If you did not receive this blog and are not currently reading it, please stop immediately. Never take a sleeping pill and a laxative on the same night. Thank you.

 The Madow Brothers love you! Yes – you!!

30 Things You Should never Say To A Patient!

It’s always interesting when we speak at conferences, because no matter where we are in North America, it is evident that many practices need to work on their communication skills. We have been saying that success in your dental practice is 90% communication. Master the art and there is little question that you will succeed.

Today we will share with you thirty phrases that should NEVER be said in the dental office. It would be interesting to “keep score” and see how many of these are being said in YOUR office!

OK, here we go…

Thirty phrases that should never be said to your patients

To be honest
This won’t hurt a bit
There’s nothing to it
You’re wrong
Have you ever been here before?
I doubt it’s serious
We can’t do that
I already told you that
I see
Dr. ____ really botched this one
This is the way we have always done it
That’s not a lot of money
This will only take a minute
Don’t worry about it
We’ll be right with you
Calm down
Do you understand?
We are super busy today
You fractured the mesio-buccal cusp
I can’t find your chart
It could be worse
Did you watch the debates?
This is malpractice
Linda was fired
Your insurance will cover everything
Oh shit
It’s in the Lord’s hands

Did you laugh out loud at any of those? It’s not funny, we have heard all of those and MORE!  For maximum effect, start with the first one and say all thirty out loud, one after the other!