Discovering Hot Buttons
Finding the hot button happens during the Fact Finding phase. You ask specific questions designed to uncover what the caller is most afraid of losing. This is detective work—you're listening for emotion, not just facts.
The Core Questions
For Self-Callers
"What made you reach out TODAY versus last week or last month?"
This reveals the trigger event that pushed them to call.
"If nothing changes, what worries you the most?"
This uncovers their deepest fear about the future.
"What will happen if you don't get sober? What are you most afraid of losing?"
This directly asks for the hot button.
"What keeps you up at night?"
This gets at anxiety and obsessive worry.
For Loved-One Callers
"What are you most worried about right now?"
Families are often clearer about consequences than the user.
"What do you feel will happen if nothing changes?"
This reveals their worst-case scenario thinking.
"What's the worst-case scenario if your loved one doesn't get help?"
This directly names the fear (death, jail, homelessness).
"What made you call us today instead of last month?"
This identifies the breaking point.
Example: Finding the Hot Button
Example 1: Self-Caller (Custody)
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: (voice cracks) "Yeah. I can't lose my kids."
Hot button identified: Fear of losing custody of kids
Example 2: Family Caller (Overdose)
Rep: "What are you most worried about?"
Parent: "He's going to overdose. Last month we found him unconscious. I thought he was dead. I stood there and watched the paramedics work on him for ten minutes."
Rep: "So your biggest fear is that the next time, he won't wake up."
Parent: (crying) "Yes. I can't bury my son."
Hot button identified: Fear of fatal overdose
Example 3: Self-Caller (Health)
Rep: "What made you call today?"
Caller: "I've been drinking every day for ten years. I can't stop. My doctor called me this morning—my liver enzymes came back really high. She said if I don't stop now, I'm looking at liver failure."
Rep: "So you're afraid of dying."
Caller: (quietly) "Yeah. I don't want to die."
Hot button identified: Fear of death from health complications
Secondary Discovery Techniques
The "If Nothing Changes" Question
This is one of the most powerful questions for revealing the hot button:
"If nothing changes—if you're in the exact same place six months from now—what happens?"
This forces them to project into the future and confront the trajectory they're on.
The "Why Now" Question
"You've been using for [timeframe]. Why are you calling NOW? What's different?"
This reveals the trigger event or breaking point that made them act.
The "Rock Bottom" Question
"What would have to happen for you to say 'Okay, enough is enough'? Or have you already hit that point?"
This often reveals they HAVE hit rock bottom—that's why they're calling.
Common Hot Button by Caller Type
| Caller Type | Common Hot Buttons | Key Questions |
|---|---|---|
| Parents/Spouses | Death, jail, homelessness | "What's your worst fear if nothing changes?" |
| Professionals | Job loss, license loss, career collapse | "What happens to your career if you don't get this under control?" |
| Parents with Kids | Losing custody, CPS involvement | "What would happen if CPS got involved?" |
| Legal Issues | Jail time, probation violation | "What does the judge see if you show up still using?" |
| Health Scare | Death, organ failure, serious illness | "What did your doctor say would happen if you don't stop?" |
Documenting the Hot Button
Once you've identified the hot button, write it down word-for-word. You'll use this exact language in the close and objection handling.
Example Documentation
Caller: John, 34, alcoholic
Hot Button: "I can't lose my kids. My wife said if I don't get help, she's taking them and leaving."
Use in Close: "You told me your biggest fear is losing your kids..."