In this episode, Dr. Rich talks about a phenomenon he observes at way too many dental practices: “The answer is NO - now what’s the question?” Positive ways to frame potentially negative patient situations are discussed with solutions given. Then the theme continues on the secret shopper calls. A patient needs four crowns and is trying to find an office that will give a senior citizen discount. The results? You gotta listen to find out what happened, but let’s just say they were pretty dismal. If you have a question for “The Fixers,” please email us at podcast@madow.com. We’d love to hear from you!