THH Playbook
Closer
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Fact Finding & Motivation

Phase 4: Fact Finding & Motivation

This is where you identify the hot button and understand what they're looking for in treatment. This phase is critical because it gives you the material you need to tailor your presentation and close.

Motivation & Hot Buttons

Client Version: Key Questions

  • "What made you reach out TODAY versus last week or last month?"
  • "What happened that made you call?"
  • "If nothing changes, what worries you the most?"
  • "What will happen if you don't get sober? What are you most afraid of losing?"
👤 Client

Why These Questions Matter

  • You identify the emotional trigger that got them to call (the hot button)
  • You establish urgency (why today matters)
  • You uncover their deepest fear (which you'll use in the close)

Common Hot Buttons for Self-Callers

Losing Custody of Kids

Fear of family court, CPS involvement, or partner taking children

Job Loss / Career Collapse

Fear of being fired, losing professional license, or career ending

Death

Fear of overdose, suicide, or health complications (liver, heart)

Family Breakdown / Divorce

Fear of spouse leaving or family relationships being destroyed

Legal Consequences

Fear of jail time, DUI, probation violation, or court involvement

Loss of Control

Fear of losing autonomy, sanity, or becoming homeless

Example: Identifying the Hot Button

Rep: "What made you call today?"

Caller: "I got a DUI last weekend. My wife said if I don't get help, she's leaving and taking the kids."

Rep: "So your biggest fear right now is losing your family. Is that fair?"

Caller: "Yeah. I can't lose my kids."

(Hot button identified: fear of losing his kids)

Family Version: Key Questions

  • "What are you most worried about right now?"
  • "What do you feel will happen if nothing changes?"
  • "What's the worst-case scenario if your loved one doesn't get help?"
👨‍👩‍👧 Family

Common Hot Buttons for Loved-One Callers

Fear of Fatal Overdose

"He's going to overdose. Last month we found him unconscious."

Fear They'll Go to Jail

"She has a court date next month. If she doesn't get help, she'll go to prison."

Fear of Losing Them to the Streets

"He's going to end up homeless or dead."

Guilt & Enabling

"I feel like I'm enabling him to death. I don't know what else to do."

Caretaker Burnout

"I can't keep doing this. I'm exhausted and my other kids are suffering."

Fear They'll Hurt Someone

"She's going to drive drunk and kill someone. I can't let that happen."

Example: Family Hot Button

Rep: "What are you most worried about?"

Parent: "He's going to overdose. Last month we found him unconscious. I thought he was dead."

Rep: "So your biggest fear is that the next time, he won't wake up."

Parent: (crying) "Yes."

(Hot button identified: fear of fatal overdose)

👨‍👩‍👧 Family

What They're Looking For (Expectations)

After identifying the hot button, explore their expectations for treatment:

Rep: "When you picture a treatment program actually working, what does that look like for you?"

  • "What are you hoping is different this time?"
  • "What absolutely cannot happen again?" (for repeat treatment clients)
  • "What are you most afraid of when it comes to treatment?"

Why This Matters

  • You learn whether their expectations are realistic or need recalibration
  • You identify fears about treatment itself (detox pain, being "locked up," loss of control)
  • You can tailor your presentation to match what they're looking for

Demographics & Living Situation

While exploring motivation, gather logistics that might create barriers:

Questions to Ask

  • "Just in case we get disconnected, what's the best number to call you back?"
  • "Where are you calling from?" (City/State)
  • "What's your age/date of birth?"
  • "What's a good email address for you?"
  • "Where are you currently living? Who do you live with?"
  • "Are you currently working? What do you do?"

Support System

  • "Who is supporting your decision to get help?"
  • "Is there anyone in your life who knows you're calling?"
  • "If you went to treatment, who would support you while you're there?"

If They Have No Support

"That's okay. A lot of people who call us are in the same position. Part of what treatment does is help you build that support system. You won't be alone."

If They Have Strong Support

"That's huge. Having people in your corner makes all the difference. And we'll keep them involved while you're here so they're part of your recovery."

Transition to Presentation

Once you have the hot button and expectations, transition to your tailored presentation:

"Thank you for being so open with me. Based on everything you've told me—especially [hot button]—I think we can absolutely help. Let me explain why our program makes sense for your situation."

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