Ashley Latter: Doctor, It’s time to achieve the income your hard work deserves!

Quotes & Notes:Ashley Latter: Doctor, It's time to achieve the income your hard work deserves!

  • I believe that some doctors seriously undercharge for what they do.  They make assumptions about what patients can or can not afford.
  • The real reason I wrote this book is because of the small mistakes that these dentists and doctors make are costing them thousands and thousands of dollars.
  • You learn all of the dentistry, but you don’t get taught communication skills at that university.
  • Price is always an issue, but it is rarely the issue.
  • Many decisions made around emotions, price is never an issue.

Report building is the single most important part of the ethical sales approach.

  • You ask questions to really figure out what your patient wants.
  • Prescription before diagnosis is malpractice.
  • Just a 10 percent discount can equal as much as a 28 percent loss of net profit.
  • If you are going to give a discount, at least tell them.  There is only one person who knows if they have a discount, and that is the doctor.
  • The biggest mistake you must not make is getting defensive.
  • Self-confidence, you have to work on it every single day.
  • Your patients don’t know how good your treatment is until they have experienced it two months after the fact.

If you want to learn more about Ashley Latter or his book and DVD you can go to and sign up for the free weekly newsletter.


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Part II: Dr. Mark Costes’ Practice Growth Bootcamp – Patient Retention

Quotes & Notes:Part II: Dr. Mark Costes' Practice Growth Bootcamp - Patient Retention

  • One of the biggest mistakes I see dental offices make, is they will get all excited, maybe they read and article or maybe they pick up my book or a similar book about dental marketing or how to entice people to call your office and then they forget to even tell the staff that they are sending out these beautiful new ads or all of the offers that they are putting out.
  • A big disconnect is that you need to get the staff on board.
  • Rapport begins with the first time they pick up that phone.
  • Keep it simple, maybe one or two offers at a time.
  • Try to make sure there is a certain flow when they [receptionists] use when they answer the phone.
  • Firsts things first, you have to make sure the person answer the phone is the right type of person.
  • If you can’t get them to be a pleasant person on the phone then they might be sitting in the wrong chair.  I am not necessarily saying that you have to let them go.

Know everything that is happening as far as your marketing.

  • Categorize the call right from the beginning.
  • The new patient takes precedence over everything else that goes on.
  • Google call tracking.
  • You can help your team just by letting them listen to themselves and they can be self critical.
  • Any dead space is the opportunity to build more rapport.
  • If you send a packet in the mail, with testimonials of 30 to 40 happy patients, that is pre-framing trust and that will decrease a lot of barriers before the patients walk in.
  • When they walk into the office for the very first time, its so huge that you guys have a culture in place, in the Ritz Carlton they have the 5/10 rule.
  • Any chance we get to dig into peoples personal life, we take it.
  • We have 3,000 active patients at our office and 9,000 charts on the wall, so there is no way that we are going to remember the bits and pieces about each and every person. But our little prompt makes everything a lot easier.
  • We have an offsite assistant, and this offsite assistant is in charge of our birthday card program. So what we do is we have a customized birthday card that each person signs in a different color ink.  We have a relationship with the restaurant across the street, and that restaurant will give a free dessert to each and every person that comes in with this card.
  • I think there is a time and a place when it comes to digital. I think there is a time and a place for each different type of media and I think it comes down to tracking what is more effective by doing certain types of surveys.
  • Be sure to check out the dental success summit, which takes place on March 20th and 21st in Scottsdale Arizona at the the Scottsdale Resort, if you want to hear more from Dr. Mark Costes. 

The website is Any questions, then email them to [email protected].

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The Madow Brothers’ Bold Biography

Quotes & Notes:The Madow Brothers' Bold Biography - Relentless Dentist Podcasts

  • If you are afraid of failure, you will never succeed.
  • Just do it. The most successful people show up before they’re ready.
  • The time is never perfect, or if that time does come around, it is so rare or it takes so long your whole life passes you by while you are waiting for it.
  • If you wait one year to do this, you will be one year older. Why not just now?
  • Dentists just wanted to be helped in a simple manner.
  • Our, late grandfather, was a surgeon. I admired him, and one of the things that I liked about him, was that he never took life too seriously.
  • Our mom is a serial entrepreneur, I mean ever since I could remember, she had so many businesses, she used to sell wigs from the house, she was the Avon lady, she got into housing, and she had several stores. As a kid I always saw that she always enjoyed what she did.  And you have to have that entrepreneurship sense in dentistry.

Our father started from scratch, and owned, a shoe factory in downtown east Baltimore, for many, many years. Both of our parents were entrepreneurs and I think that really rubbed off on us.

  • Being innovative is so important.  You always have to change, you can’t be afraid.
  • You have to be a team. In the most successful practices, everyone has to be involved.
  • It seems like the offices that have the most laughter, are the most successful.
  • The people that are truly happy with their lives are the most successful financially and the most successful in a loving fulfilling way.

You can learn more or reach Drs. Dave and Rich Madow at, with [email protected] or by calling 1 (888) 88-MADOW. For out of country listeners, they can be reached also at  1(410) 526-4780.

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Part I: Dr. Mark Costes’ Practice Growth Bootcamp – Patient Attraction

Quotes & Notes:Part I: Dr. Mark Costes' Practice Growth Bootcamp - Patient Attraction

  • Make your phone ring with these smart external marketing strategies.
  • Dr. Costes’ Dental Success Institute is dedicated to strategically improving the lives of dentists by increasing the profitability of their practices, eliminating their most common challenges and frustrations, while decreasing the amount of time they spend at the office.


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Sandy Pardue: Are your appointments broken?

Quotes & Notes:Sandy Pardue: Are your appointments broken? - RD Podcasts

  • She is the director of consulting at Classic Practice Resources and is really an authority on creating systems for practices that really help them develop efficiencies and all and all become more productive.
  • We are sharing a lot of tools to help them be more productive and have more fun.
  • They [cancellations and no shows] are causing a lot of stress, and they are having practices that have a lot of missed opportunities.
  • They are just not good for the practice.  And many times they can be prevented.
  • The biggest reasons for broken appointments are, no real concrete financial arrangements, the patient just doesn’t value the service, and the appointment wasn’t really confirmed properly.
  • When the patient starts asking questions, and if those questions don’t get answered, then guess what, they are a no show.
  • First of all, a lot of patients are asking for automated confirmation calls, and some of them know how to utilize it.
  • We have to keep a hold of the fact that people do not really love to go to the dentist.
  • We recommend sending a physical card three weeks in advance, send an email/ text three days in advance when they can confirm, and if they don’t they get a phone call the day before.
  • If they confirm and no show, from now on they get the call.

The more control you have over your schedule the higher your production will be.

  • Determine how much every unit of time is worth in your practice for each provider.
  • The worst thing you can do is when you have an opening, call others to try to fit them within that time, for you are teaching your patients that it is ok to cancel.
  • “We have worked on this schedule, we know you need this root canal and we have worked it out for you to come in tomorrow at two.”
  • For the appointment wrap up, the dental assistant or the hygienist needs to sit the chair in an upright position, and keep the patient seated, and you must leave the patients bib on.  Once you take the bib off they think the appointment is over.
  • Give them a summery of the procedure that happened today.  Its an opportunity to reinforce the future treatment needs and benefits of returning to complete what was started.
  • Always, always ask the patient if they have any questions.
  • Never send that patient wandering down the hall.  There is a hand-off.
  • If you want people to keep their appointments, then they have to realize that it is going to get worse.
  • They [receptionists] need to be able to control and minimize broken appointments, and this is done through their actions and words, and avoid using the word cancellation.
  • The first thing I am not going to do is say “Oh that’s ok.” No.
  • Show them compassion.

You can learn more at, and you can reach Sandy Pardue with her number (800) 928-9289, and email her at [email protected].

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Colin Receveur: You can attract the patients you want online!

Quotes & Notes:Colin Receveur: You can attract the patients you want online! - RD Podcast

  • You have to get in front of them.  The old school advertising term is impressions. You have to get them to your website.  You have to convert them, move them to the next step.
  • Your four pillars are Visibility, Conversion, Followup, and Tracking.
  • There is still a ton of dentists that don’t have enough web presence.
  • Not only is google not telling us what people are searching for, what it is, it is a push towards their pay for click advertising.
  • Google is moving towards this omnipotent google that predicts and just knows what people are searching for, where they don’t want people optimizing their websites.
  • My father was a dentist.  That is how I got into it myself.
  • It’s unfortunate that you just can’t hang out your shingle and people will come to you, but its a factor of competition, and economics.  Why would they want to choose you?
  • You need to start advertising and go start advertising where people are looking.

People are looking overwhelmingly online.  Do you follow consumer trends?

  • What makes a patient want to go to you rather than the one down the road?  What makes you different?
  • When a consumer makes a decision, in the health care industry specifically, they’re looking at trust and perceived expertise.
  • Talk to people in the language they are speaking.
  • Do the same thing in your marketing.  Speak, as if you are speaking to a person.
  • Joe Polish: “Enter the conversation that is already happening.  Step into the conversation that the patient is already having in their head.”
  • Every dentist wants more time. Every dentist wants to communicate better with their patients.
  • There are two big benefits to video, one technical and one not.  The technical benefit to video is search engine ranking, its visibility.  The other thing that video does is it humanizes dentists.
  • If you want Medicare and Medicaid patients, put on your websites that you offer that, because you are going to attract those and repel others.

If you want to reach Colin Receveur is on the website, and the number is on the website as well.

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The Bold Biography of Dr. Marc Cooper

Quotes & Notes:The Bold Biography of Dr. Marc Cooper - Relentless Dentist Podcasts

  •  One of the things about being in the business is that there is a certain consistency with being a dentist.
  • In my work, you need to be flexible.
  • Bring whatever you might need instead of preplanning.
  • “Be the change you want to see in the world,”  Gandhi.
  • Distinction, which is how you see the world, determines how you act in the world.  No distinction no power.
  • Working on the inside to produce outside results.

The better I know myself the better choices that I can make. 

Therefore produce better outcomes I can achieve.

  • Today it [dentistry] is about we.
  • Most dentist are unprepared to maximize their assets in this new ecology.
  • When you have external money flowing into an industry it is a game-changer.
  • You can’t win the war by yourself, so collaborate.
  • Failure for me is a constant.  It’s my relationship to failure that’s changed.  Everyone fails.
  • Breakdowns are the access to the future.  You can’t change something unless it fails.
  • Last week I tried to produce a new kind of course, and I said I would fill it with people.  I failed.  It was a failure to keep a promise.
  • There are five hats you have to wear.  Ownership, Leadership, Management, Marketing, and Clinician.
  • Yes, [I have barriers] myself being the toughest one.
  • Trust yourself to express yourself and see what that gives you.
  • Dr. Copper would suggest every dentist read Courage by Gus Lee.

To learn more visit and the best page to go to would be the multimedia page.

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Jonathan VanHorn on working less & making more

First, check out this outstanding financial resource that Jonathan has provided for the RD audience:

Quotes & Notes:

Jonathan VanHorn on working less & making more - RD Podcasts

  • The biggest struggle I see a dentist has is knowing where to start.
  • A business has people, products, and processes.  And a lot of dentists have a lot of problems with those processes.  It really comes down to managing people.
  • They [dentists] have the innate ability to be able to manage the clinical side plus the business side.
  • Nothing is going to run without your staff.
  • Whenever you really start niching down, in the dental industry . . . you can actually see where people are doing things wrong by just looking at the numbers.

The goal is to have 55-60% overhead [for a solo practice].  And that is an average.  I am a believer in the saying averages apply to everyone and no one at the same time.

  • This issue doesn’t work for you because of why? And they will say, well it is because of the contract of the person in this role.  You can say, has any dentist ever bought a practice, had a contract in place, and changed that contract?  It’s really hard for them to say no.
  • Staffing is the biggest thing to get in check if you want to get to that 55-60%.
  • Lab fees and dental supplies both go hand in hand.  That is really the #2 thing we tell people to look at after their staffing.
  • Part of being a business owner is trying to find the best deals.
  • Really make sure that that process [the process of purchasing lab equipment and so] is for convenience but rather for profit.
  • Ask other people in your area what they are paying.
  • Because I am a CPA I should probably say [the next big-ticket item is] taxes, but I’m actually not on that board.
  • If you keep 15% for lab and equipment, and 20% for staffing then really you only have 20% left for everything else, be it rent or anything else.
  • Any practice that is from the start-up level or is just in the running level, anywhere from zero 800,000 dollars in revenue.  Their sole responsibility should be in marketing.
  • If you have a great service or a great product, then you are actually doing disservice to the public if you don’t offer it.
  • The problem with that is if you are doing what everyone else is doing then you are just going to get caught in the crowd.
  • If you have a light to shine, shine it for the world to see.  Don’t hide it.
  • If you have a sneaking suspicion of something, don’t let it just go by the wayside and just accept it as fact.
  • I would definitely go to check out
  • Take control of supplies.

“What’s measured is improved,” Peter Drucker.  But also “What’s not measured is not improved.”

  • I feel like driving revenue is so much more important in the early stages of running a practice.
  • I use for accounting.

Jonathan VanHorn’s website is

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Dr. Steven Rasner’s Bold Biography

Quotes & Notes:Dr. Steven Rasner's Bold Biography - Relentless Dentist Podcasts

  • There really isn’t any kind of success without genuine happiness, and I believe no one is happy unless you don’t live your life on your own terms.
  • If you can’t take a vacation and you really want to, if you can’t take a week off or two weeks or anything like that, if you can’t take an unexpected day off to visit a friend in need or to pay final respects to a funeral, then you are not successful yet.

Even when I am teaching, I make it a point to inject somewhere in a conversation to the younger dentists to not live beyond your means.

  • Honestly what drove me more than anything else, and still drives me, was the fear of failure.
  • I probably peaked when I got into the University of Pennsylvania Dental School, and that was the end of it, for when I got to Penn, I got my butt kicked.
  • I remember, maybe five to ten years into practicing there (the new practice), I made an absolute sacrilegious move in that I put up an electric sign.  It wasn’t brash, it was just a nice little sign.
  • The center of your success in your dental practice is getting people to say yes.
  • Struggles can be self-induced or you can be dealt a bad hand of cards and I have had both.
  • The year that I moved in to my new building, I had started to reach what I believed to be a high level of success, but there was one problem.  When I was at the end of my dental training career I got involved using cocaine . . . I got in trouble and they all got busted.  And the worst part for me was that it was a really big story.  I lost my license.
  • You know, I sold vacuum cleaners to pay the rent.
  • My father died about a year and a half after I lost my license, and I had a hearing to see whether I could get it back.  Imagine the practice is closed, the practice that he had worked for 30 years and that I had taken over was closed.  I went to the board of dentistry and I actually pleaded with them and said, “If you are going to help me, I need you to help me today.”
  • And that would not be the end of my obstacles for in 2007 I lost my son to drugs.  This was the worst thing that had ever happened to me.
  • 2009 I had was diagnosed with stage three and two lung cancer and had an 86 percent chance of dying in twenty-four months.
  • If you ever overcome the loss of a child, there is nothing else to be scared of.
  • The only barrier to success is myself.  If I give up.  If I allow myself to say this is too much.
  • If I sit here and morn for the next ten years, I will just be ten years older and realize that I am still alive.  Do your best from the very beginning.

“Never, never quit,” Winston Churchill.

  • If you live everyday like it is your last, then one day in fact you are going to be correct.  If you knew that now, would you live it as you have now planned it?
  • You have nothing to lose tomorrow.  It’s going to happen because you earned it.
  • Dr. Steve would recommend every dentist read The Psychology of Winning by Denis Waitley.
  • You can reach Dr. Steven Rasner with his email [email protected] and at

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Dr. Bob Willis’ Bold Biography

Quotes & Notes:

  • I have been coaching dentists for over twenty years.  And when I coach them I try and find out what it is they’re trying to accomplish.  And then we sit down and really take a look at their practice.  Dr. Bob Willis' Bold Biography - Relentless Dentist Podcasts
  • You get the players you get and then you have to figure out where to put those players and make it a well-honed team.

“Be more concerned with you character than your reputation, because your character is who you really are while your reputation is merely what others think you are.” – John Wooden

  • If you don’t have time to do it right, when will you have time to do it over?
  • If you went and kissed each person’s bottom in the middle of the square, in front of a million people, that wouldn’t be enough either.  So just remember that there are some people you are not going to be able to please.
  • Basically, I grew up in the country.  It was a good place to grow up.
  • Both of my parents were educated.  My mother had her master’s in education.  My dad had his DVM.  I think it made me think about doing something on a professional level.
  • The mistake I made was that he had a small practice and I thought I would build it up.  I worked four times as hard to build that up as I would have if I bought a practice five times that size and gone to work immediately.
  • If you are going to buy a practice, if it’s your startup practice, buy the one that got the most patients and the biggest patient flow that you can afford.  Now you can sit down and start doing dentistry.
  • I was really good at making mistakes fast and then recovering from them.
  • Sometimes we would have to go to talk to banks and say, “Either you can run the practice or you can work with us.”
  • When the torch is on your butt, I can tell you, there is a different mindset that goes on.
  • The guys that are battle-tested, that are used to dealing with some of these things, have a lot better chance at surviving and thriving.
  • I am scared of the lack of leaders in this country, and the number of people with poor or no work ethic, and that we are rewarding these people.
  • Dentist should understand that there is a significant change that is occurring in dentistry, whereas the mainstream practice we’ve known in the past is being cut into four quadrants.
  • The marketplace is changing but most dentists are not adapting to the changes.
  • If you are going to experience success you are going to have barriers.
  • I am what I call an expert problem solver, and the reason I call myself this is because I have had to solve a lot of problems.

“Nothing can stop the person with the right mental attitude from achieving their goal.  And nothing in earth can help people with the wrong mental attitude.”

  • Dr. Bob Willis would recommend every dentist read Integrity selling for the Twenty-first Century by Ron Willingham.
  • You can reach Dr. Bob Willis at his email [email protected], call 1-800-866-0655, or at his website which is

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