Then and now!

Then:
Patients respected us based on our "doctor" status and didn't need a lot of information.

Now:
People are suspicious and cautious. We need to slowly build their trust. Show you truly care from the second the phone rings to when the patient gets home.

Richard H. Madow, DDS, and David M. Madow, DDS.

Then:
If you pissed patients off, they told a few friends and it is soon forgotten.

Now:
A dissatisfied patient puts a review on Yelp or a similar site, it's seen by thousands, and lives for years.

Then:
You took the "new girl" and stuck her at the front desk, telling her "Your job is to answer the phone."

Now:
We understand that the telephone is the front line to your office and a talented well-trained "dental business associate" who answers the phone is the key to a successful practice.

Then:
Dentists who advertised were looked down on.

Now:
Dentists who market well have tons of patients, and the community appreciates learning about their practice.

Then:
Marketing dentists tried everything possible, and most of it worked!

Now:
Marketing is so expensive and we are inundated with messages, so it only pays to do what works well.

Then:
Tell a patient they need a crown, and they might get the opinion of a few friends or family members.

Now:
Tell a patient they need a crown, and they wind up reading a hundred horror stories on the Internet.

Then:
Dentists were the master of their domain and could do anything.

Now:
Look at a team member the wrong way and risk litigation.

Then:
Patients tolerated sign-in sheets, expected the doctor to run late, and put up with other indignities.

Now:
Patients expect and deserve to be treated in a dignified manner and will leave your practice if their expectations are not met.

Then:
The typical dental office was a middle-aged man and his "girls."

Now:
Many dentists are women, and dental schools are more than 50% female.

Then:
A hygienist cleaned teeth.

Now:
A hygienist needs to be an integral part of the practice's soft-tissue management program and improve the overall health of her or his patients. This will also help the practice's bottom line.

Then:
You did the dental treatment, sent a bill, and got paid.

Now:
If you do treatment without being paid, you are a schmuck! Get paid upfront or use Care Credit -- no exceptions!

Then:
Dentistry was an unpleasant, sometimes painful episode, and patients were scared to death to visit us.

Now:
Dentistry is much more pleasant, pretty much free from pain, we care deeply about the patient's experience, and patients are still scared to death to visit us.

Then:
Insurance companies did not care about patients; just their own bottom line.

Now:
Insurance companies do not care about patients; just their own bottom line.

In 1989, Richard H. Madow, DDS, and David M. Madow, DDS, founded The Madow Brothers with the goal of helping their fellow dentists achieve success and happiness in their practices. For more information about their e-letters, audio series, New Patient Mail marketing program, Dental Powerhouse group, their live presentations (including "How To Love Dentistry, Have Fun, and Prosper," "The Ultimate Dental Boot Camp," and especially "TBSE"), and more, check them out at www.madow.com.