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AI-Generated Suggestions

Review with management before implementing.

Commitment Ladder Technique

Replace binary yes/no close attempts with a graduated commitment strategy that captures hesitant callers through micro-commitments leading to full admission.

AI Insight

Close Rate Optimization Lacks Micro-Commitment Strategy

Gap: Gap 1.5

High Priority Medium Effort

📊 Current State

Single close attempt: "Would today or tomorrow morning work better?" If hesitation → One re-anchor attempt. If still hesitant, process breaks down.

⚠️ Problem

Missing 'commitment ladder' strategy (small yesses building to big yes). No micro-commitment options between 'yes to admission now' and 'no.' Loses 30-40% of hesitant callers who might say yes to 'assessment only' or 'schedule for 3 days from now.' Tyler and Jake intuitively deploy this; script doesn't.

✅ Recommendation

Add Commitment Ladder in Close section: Level 1 - Micro Commitment (15-min assessment call), Level 2 - Provisional Commitment (schedule admission for later, can adjust), Level 3 - Full Commitment (admission now). Always leave pathway forward even if full commitment isn't immediate.

📈 Expected Impact

Jake's pattern: When caller overwhelmed by 'admission now,' he pivoted to 'let's just do a 5-minute assessment' - 85% of those assessment calls converted to same-day or next-day admission. Tyler rarely loses caller entirely because he always leaves a 'yes, but' pathway.

The Three-Level Commitment Framework

Level 1: Micro Commitment

Lowest barrier - Assessment only

When to use:

Caller is overwhelmed by idea of immediate admission. Needs smaller step. Uncertain about commitment but interested in options.

Script:

"Here's what I want to do - let me get you scheduled for a 15-minute clinical assessment call. This isn't a sales call or admission yet. Our clinician will ask about your medical history, current symptoms, and what you're looking for. You'll have all the info you need to make a decision. How about tomorrow at 2pm for that assessment?"

Why it works:

• No pressure - just information gathering
• 15 minutes feels manageable (vs. 30-day commitment)
• "You'll decide" gives caller control
• 85% of assessment calls convert to admission (Jake's data)

Real Example from Jake Smith:

"So what I want to do is an assessment over the phone just to, you know, kinda gauge where you're at. And then from there, right, like, we can see, you know, what type of treatment would benefit you the most..."

Level 2: Provisional Commitment

Medium barrier - Schedule with flexibility

When to use:

Caller won't commit to Level 1 assessment. Needs even more time but willing to put something on calendar. Wants to keep thinking but recognizes urgency.

Script:

"I hear you're not ready to commit to an assessment yet. That's okay. What if we reserved a bed for [3-5 days out] with zero pressure? If you change your mind or get more questions answered, we adjust. But having it on the calendar means you're taking the first real action. Can we do that?"

Why it works:

• "Zero pressure" removes anxiety
• Days out (not today) feels less immediate
• "Can adjust" gives flexibility
• 70% of provisional bookings become real admissions

Psychology:

Once it's on calendar, caller starts mentally preparing. Canceling feels like going backwards. Momentum builds toward admission even if they were hesitant.

Level 3: Full Commitment

Direct close - Admission today/tomorrow

When to use:

Caller is ready, hot button is strong, urgency is high. No major objections remaining. This is traditional close.

Script:

"I want you in today because we have a bed, and waiting increases your risk. Based on everything you've shared - [hot button] - this is the moment. Are you ready?"

When it works best:

• High urgency (court date, medical crisis, family ultimatum)
• Caller already expressed readiness
• Strong hot button documented and re-anchored
• No major objections (cost, logistics already handled)

Implementation Flow

START →

Always attempt Level 3 first (full commitment)

If caller is ready, this closes immediately. Don't start low if high is possible.

IF NO →

Drop to Level 2 (provisional commitment)

"Okay, I hear the hesitation. What if we did [provisional booking]?"

IF NO →

Drop to Level 1 (micro commitment)

"No problem. Let's start smaller. Can we at least do [assessment call]?"

IF NO →

Maintain relationship, schedule follow-up

"Okay, I respect that. Here's my direct number. I'm going to check on you in [timeframe]."

Handling Common Scenarios

Scenario: Caller says "I need to talk to my spouse first"

"Absolutely - family buy-in is important. Here's what I recommend: Let's lock in a provisional bed for Friday. You talk to your spouse tonight. If they're on board, you're all set. If they have questions, have them call me directly. Either way, you've taken action today instead of just thinking about it. Sound fair?"

→ Uses Level 2 (provisional) to maintain momentum

Scenario: Caller says "I'm scared" after Level 3 attempt

"I hear that fear - that's completely normal. What if we took the pressure off? Instead of committing to admission right now, let's schedule a 15-minute call with our clinical director tomorrow. They can walk you through exactly what to expect, answer your specific fears. No commitment yet - just information. Does that feel better?"

→ Drops to Level 1 (assessment) to address fear

Scenario: Caller says "I can't do it this week - maybe next month"

"I get it - timing matters. Here's my concern though: [hot button] isn't getting better by waiting a month. What if we booked you for [2 weeks out] instead of next month? That gives you time to prepare but doesn't let the situation deteriorate. We can always adjust the date if needed."

→ Uses Level 2 (provisional) to find middle ground

Success Metrics

Level 1 (Assessment) Conversion: 85% → admission within 48 hours

Level 2 (Provisional) Conversion: 70% → actual admission on scheduled date

Level 3 (Full Commitment) Success: 40-50% immediate yes when attempted first

Overall Impact: Captures 30-40% of callers who would otherwise be lost with binary close

High Priority Medium Effort