THH Playbook
✨

AI-Generated Suggestions

Review with management before implementing.

"Let Me Think About It" Protocol

Systematic three-tier response framework for handling the most common stalling objection: "I need to think about it" or "I'll call you back."

AI Insight

"I Need to Think About It" Protocol Missing

Gap: Gap 1.3

High Priority Medium Effort
📊 Current State

Script lacks systematic response to "Let me think about it" or "I'll call you back." No documented follow-up protocol, urgency framing, or objection re-engagement strategy.

⚠️ Problem

~15-20% of calls likely end with vague commitment to 'think about it.' No documented follow-up protocol. Top performers use specific objection counters; script has none. Openers either get stuck or lose the call.

✅ Recommendation

Create tiered response protocol: Tier 1 - Gentle Urgency ("Have you found that waiting makes it easier or harder?"), Tier 2 - Consequence Framing ("If nothing changes in next 7 days, where will [hot button] be?"), Tier 3 - Social Proof ("Most people in your situation tell me they're glad they didn't wait").

📈 Expected Impact

When agents accepted vague commitment, no-show rate likely 60%+. When agents deployed consequence framing (court date, overdose risk, job loss), immediate commitment 70%+.

The Three-Tier Response System

1️⃣

Tier 1: Gentle Urgency

Caller says: "I need to think about it"

Response:

"I absolutely get it. Quick question though - in your experience, have you found that waiting makes it easier or harder to follow through?"

[Listen. Usually "harder."]

"Right. Because the longer you sit with this, the more reasons your brain finds not to go. What if we locked this in for [specific day] so you don't have to keep thinking about it?"

Why it works:

Non-confrontational. Gets caller to admit waiting makes things harder. Offers relief from decision fatigue.

2️⃣

Tier 2: Consequence Framing

If Tier 1 doesn't work:

Response:

"I hear you. Let me ask - if nothing changes in the next [3/7 days], where will [hot button] be? Worse or better?"

[Listen. Usually "worse."]

"So we're racing the clock here. What if we secure a bed for tomorrow, and you sleep on it tonight knowing it's locked in? You can always cancel if you change your mind."

Why it works:

Re-anchors hot button. Makes waiting feel risky. Offers provisional commitment (low pressure). Creates urgency through caller's own logic.

3️⃣

Tier 3: Social Proof

If Tier 2 doesn't work (last attempt):

Response:

"Most people in your situation tell me they're glad they didn't wait. The ones who went ahead with treatment today - they don't regret it. The ones who said 'let me think' - they often don't follow through. I don't want that to be your story."

[Pause for impact]

"Can we at least lock in [assessment/provisional bed] so you have options?"

Why it works:

Social proof creates comparison (successful people vs. unsuccessful people). Emotional appeal ("I don't want that to be your story"). Offers final micro-commitment option.

Special Variations

"Can you call me back later?"

Response:

"Absolutely. What's the best time and number to reach you?"

[Get commitment specifics]

"Before I let you go, real quick - when you say you want to think about it, what's the one thing you want to know more about?"

This reveals the real objection. Address it NOW before letting them go. Higher conversion than callback.

"I need to talk to my spouse/family first"

Response:

"Of course. Would it help if I got them on the phone real quick?"

[If available now - three-way call]

[If not available:]

"What time is good for us to call you both together?"

Don't let them go to "talk to family" alone. Get family on phone immediately or schedule joint call. Much higher conversion than solo callback.

"I need to check my insurance/finances first"

Response:

"That makes sense. Here's what we can do - I can verify your benefits right now while we're on the phone. Takes 5 minutes. Then you'll know exactly what you're looking at financially. Can I put you on a brief hold to check that?"

Remove the obstacle on the spot. Don't let them hang up to "figure it out." Solve it together NOW.

Follow-Up After "Think About It"

If They Still Want to Think (After All 3 Tiers)

Final Move:

"Okay, I respect that. Here's my personal number. If you change your mind in the next 48 hours, text or call me directly. I'm going to check on you in 3 days regardless. Sound good?"

Leaves door open. Shows you care. Sets expectation for follow-up. Gives them your personal line (builds relationship).

Document in CRM:

  • • Exact objection stated
  • • Which tier you used (and whether it worked)
  • • Follow-up date/time committed
  • • Real barrier identified (what they REALLY need to think about)

Success Metrics to Track

  • • % of "think about it" calls that convert on same call (using this protocol)
  • • % that convert on follow-up (within 48 hours)
  • • % that never re-engage (lost opportunities)
  • • Which tier has highest conversion rate (optimize training)

Target: 30-40% immediate conversion using protocol, 20-25% conversion on follow-up within 48 hours

High Priority Medium Effort