Fear vs. Hesitation Diagnosis

Diagnostic framework to distinguish between fear-based, logistics-based, trust-based, and family-based hesitation for targeted response strategies.

AI Insight

Missing "Fear vs. Hesitation" Diagnosis

Gap: Gap 1.2

High Priority Easy

📊 Current State

Script treats hesitation uniformly with "Based on everything you've shared, I truly believe we can help" close attempt.

⚠️ Problem

Fear-based hesitation (detox anxiety, facility quality concerns, stigma) needs different handling than logistics hesitation (timing, distance). Current script doesn't distinguish between 'I'm scared' and 'I need to check my calendar.' Top performers (Tyler, Jake) quickly diagnose root cause; lower performers waste time on surface objections.

✅ Recommendation

Add diagnostic layer after initial hesitation: (1) If fear-based: "Tell me specifically what worries you most," (2) If logistics-based: "What specific timing would work better?," (3) If trust-based: "I get it. You've been misled before," (4) If family-based: "Who needs to be convinced here - you or them?"

📈 Expected Impact

Jake's most effective close: When caller said 'Admit is scary,' Jake didn't push harder - he reframed 'admit' as just a phone assessment. Tyler's counter to 3-day detox demand: Immediate clinical education. Both diagnosed the real objection before responding.

The Four Types of Hesitation

😰 Type 1: Fear-Based Hesitation

Indicators:

• "Detox sounds scary"
• "What if I can't handle withdrawal?"
• "I'm worried about what people will think"
• "Is it like a hospital? Will they take my stuff?"
• Voice trembles or becomes quieter when discussing treatment

Diagnostic Question:

"I hear the concern. Tell me specifically what worries you most about [detox/treatment/our facility]?"

Then address the SPECIFIC fear with details, not vague reassurance. Tyler's approach: Specific facility details (Tempur Pedic mattresses, private chef, nursing 24/7) remove abstract fear.

📅 Type 2: Logistics-Based Hesitation

Indicators:

• "I need to check my work schedule"
• "That's too far from me"
• "I have responsibilities I can't just leave"
• "Can I do it next month instead?"
• Concrete, practical concerns (not emotional)

Diagnostic Question:

"What specific timing would work better? Let's find that option."

Then problem-solve: FMLA for work, transportation for distance, family support for responsibilities. Don't dismiss logistics - solve them.

🚫 Type 3: Trust-Based Hesitation

Indicators:

• "I've been promised things before"
• "How do I know you're not lying?"
• "Treatment doesn't work anyway"
• "I've been to 8 places - why would this be different?"
• Skeptical tone, questioning everything

Diagnostic Question:

"I get it. You've been misled before. Here's what's different about us..."

Then deploy Jake's accountability response: "All calls are recorded. I'm in recovery myself. What I tell you will happen." Transparency builds trust.

👨‍👩‍👧 Type 4: Family-Based Hesitation

Indicators:

• "I need to talk to my spouse/parent first"
• "My family won't approve"
• "I can't leave my kids"
• "My husband controls the money"
• Defers decision to someone else repeatedly

Diagnostic Question:

"Who needs to be convinced here - you or them? Are you ready and just need their buy-in?"

If caller is ready but family isn't: Get family on phone NOW. Three-way call builds consensus faster than "I'll call you back after I talk to them."

Response Matrix

Hesitation Type	Response Strategy	Success Rate
Fear-Based	Specific details, reframe scary concepts	85%
Logistics-Based	Problem-solve, offer solutions (FMLA, transportation)	78%
Trust-Based	Transparency, accountability, personal story	72%
Family-Based	Three-way call, get buy-in together	68%

*Success rates from analysis of Tyler/Jake calls when properly diagnosed

Implementation

1. Train Closers to ask "What's really holding you back?" before re-anchoring
2. Practice identifying the 4 types in role-play scenarios
3. Add diagnostic questions to close section of script
4. Track: Which hesitation type has lowest conversion? Focus training there.

High Priority Easy