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AI-Generated Suggestions

These recommendations were generated by AI analysis of call data. Review with management before implementing.

Loved One Caller Handling

Specialized framework for family callers with specific objections, family dynamics, and unique psychological barriers that differ from self-callers.

AI Insight

Loved One Caller Handling Framework

Gap: Gap 2

High Priority Medium Effort

📊 Current State

Different information gathering (caller name vs. client name), but no guidance on loved one-specific objections or resistances. Script treats loved ones like a checkbox variation, not a different psychology.

⚠️ Problem

Loved ones often have MORE objections (family dynamics, judgment fears, financial concerns). No training on handling: 'He'll never agree to this,' 'She refuses treatment,' 'I can't force them.' Missing: How to position Opener as advocate for the loved one's problem-solving, not the client's enrollment.

✅ Recommendation

Create separate Loved One Communication Framework: (1) Boundary Setting: "Your job is to get them the information; their job is to decide." (2) Family Dynamics Acknowledgment: "I know family can be complicated..." (3) Hope + Reality Balance: Combine Tyler's approach ("Most sober people went to 4+ places") with Jake's ("But many succeed on first try too"). (4) Practical Concerns Priority: Address logistics before clinical details.

📈 Expected Impact

Loved ones are gatekeepers. Winning them over equals client admission. Tyler Glass handles family objections by normalizing ('The industry average is 4') while maintaining hope.

AI Insight

Loved One Branch - Opening Rapport

Gap: Script Improvement

Medium Priority Medium Effort

📊 Current State

Current flow: "What is your Full Name?" → "Is the number you called from the best phone number?" → [data collection]. No rapport building before data hammer.

⚠️ Problem

Loved one calling is often first time reaching out - highly vulnerable moment. Current flow is too transactional. Missing: Early acknowledgment of how hard this conversation is.

✅ Recommendation

Restructure to build rapport first: (1) "I appreciate you calling - that takes courage. Let me grab your name?" (2) [Get caller name and callback number] (3) "Tell me about your loved one - are they aware you're calling, or is this something you're doing to help them?" This reveals family dynamics. (4) Then proceed with data collection: "So I can make sure we help, I need some basic info..."

📈 Expected Impact

Loved ones call from desperation or hope - honor that. Understanding family dynamics FIRST helps shape entire call. Real example: 'I still have to run everything by my siblings' - this needs acknowledgment EARLY.

Common Loved One Objections

💬 "He'll never agree to this" / "She refuses treatment"

Current Coverage: Not addressed in script

Suggested Response:

"I understand that resistance is common. Here's the thing - most people don't want treatment until they're facing consequences they can't ignore. Your job isn't to convince them on day one. Your job is to be ready with a solution when the consequences hit. Has something happened recently that brought this to a head?"

💬 "I can't force them to go"

Current Coverage: Not addressed

Suggested Response:

"You're right - you can't force them. But you can control what you do and don't enable. Let me ask you some questions about their current situation, and we'll talk about what leverage you actually have. Most families are surprised by how much influence they have once we map it out."

💬 "I still have to run everything by my siblings"

Current Coverage: Not addressed

Suggested Response:

"I totally get that - family decisions are better when everyone's aligned. Here's what I recommend: I'll send you all the information we've discussed. You share it with your siblings. Then, when you're ready, call me back and we can all talk together if that helps. The most important thing is that everyone's on the same page before moving forward."

💬 "We're scared of making things worse"

Current Coverage: Not addressed

Suggested Response:

"That fear is real and it makes sense. Here's what I know: doing nothing is also a decision, and it has consequences. The question isn't 'Will treatment fix everything?' - it's 'Is the current path sustainable?' What happens if nothing changes in the next 30 days?"

Implementation Strategy

1. Train on family dynamics first: Help Openers understand the psychology of family callers vs. self-callers
2. Role-play specific objections: Practice the four common objections above until responses feel natural
3. Create family caller scripts: Add these responses to the official objection handling guide
4. Measure family caller conversion: Track admission rate for family-initiated calls separately

High Priority Medium Effort