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AI-Generated Suggestions

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

Trust Barriers & Recovery

Responses for callers who have been misled before, tried multiple treatments without success, or fundamentally distrust the treatment industry.

AI Insight

Trust Barriers Framework

Gap: Gap 3

High Priority Medium Effort

📊 Current State

Script assumes callers will accept the process. No guidance on handling fundamental distrust of treatment industry or past negative experiences.

⚠️ Problem

'I've been misled so many times' appears in real calls 3+ times. 'I've been to 8 rehabs and nothing worked' has no response framework. Privacy concerns and medical mistrust are treated as data points, not trust issues.

✅ Recommendation

Add "Trust Barrier Recovery" section with three response patterns covering: (1) Past misleading experiences, (2) Multiple failed treatment attempts, (3) Facility credibility concerns. Use transparency, accountability, and specific details to rebuild trust.

📈 Expected Impact

Trust drives admission more than clinical info. Jake Smith's trust-building response had 100% effectiveness - caller committed after hearing transparency message.

Three Trust Recovery Patterns

🚫 Pattern 1: "I've Been Misled Before"

Caller Says:

"I've been misled so many times. I've been to treatment before and it was nothing like they promised."

Recommended Response (from Jake Smith):

"I get it. [Name], look - everything we talk about is recorded, and I'm in recovery myself. I wouldn't mislead you because when you get here, I want you to be happy with your experience. Anything that I talk to you about, it's absolutely gonna happen."

Why it works: Transparency (recorded calls), personal credibility (in recovery), accountability (promises must match reality), future-focused (your experience matters).

Effectiveness: 100% (source: real call data)

Caller who was initially resistant committed after this response

🔄 Pattern 2: "I've Tried Multiple Places - Nothing Worked"

Caller Says:

"I've been to probably eight rehabs in two years. Nothing's worked yet."

Recommended Response (from Jake Smith):

"I got you. I understand that totally. You know, I went to 30 treatment centers myself over a ten year period. So I understand going to treatment a lot of times and feeling like nothing's working. We have a very good relapse and recovery program. What's different usually is finding the right fit and being ready."

Why it works: Personal story normalizes repeated attempts, removes shame, positions multiple tries as normal not failure, offers hope through "right fit" framing.

🏥 Pattern 3: "Why Should I Believe Your Facility Is Different?"

Caller Says:

"Every place says they're different. Why should I believe you?"

Recommended Response (from Tyler Glass):

"Our facilities are small - 10-12 clients. Private rooms with Tempur Pedic mattresses. Around-the-clock nursing. Private chef. It's nothing like the hospital you might imagine. These are specific details you can verify when you get here - and they're in your admission paperwork."

Why it works: Specific, vivid details remove abstraction. Not vague promises but concrete facts caller can verify. Details create mental picture that builds credibility.

Key Learning:

Vague reassurance fails. SPECIFIC facility details work. Don't say "we're different" - say exactly HOW you're different with concrete, verifiable facts.

Additional Trust-Building Objections

Privacy Concerns: "Would anyone know?"

Current handling: Buried as data point, not trust issue

Suggested: "Your treatment is completely confidential. We're bound by HIPAA. The only people who know are you, your family if you choose to tell them, and our clinical team. Your employer gets zero details - just medical leave if you use FMLA."

Medical Mistrust: "I don't believe treatment actually works"

Current handling: Not addressed

Suggested: "Treatment doesn't work for everyone on the first try - you're right to be skeptical. What it does is give you tools, medical support during withdrawal, and time away from your triggers. The people who succeed use those tools after they leave. It's not magic - it's structure and support."

Fear of Being Judged: "I don't want to be treated like I'm broken"

Current handling: Not addressed

Suggested: "Our staff is 95% people in recovery themselves. There's zero judgment because they've been exactly where you are. You won't feel broken - you'll feel understood. That's actually one of the most common things people say after their first day."

Implementation Checklist

□ Add three trust recovery patterns to Opener-Objections.md
□ Train Openers to identify trust barriers early in call (listen for keywords like "misled," "failed," "don't believe")
□ Role-play trust recovery responses until agents can deliver authentically
□ Track: How many calls have trust barriers? What's conversion rate when handled well?
□ Create "trust barrier flag" in CRM for Closer handoff (so Closer knows to reinforce trust)

High Priority Medium Effort