Phone access in detox is a common sticking point. Clients feel anxious about being disconnected. Your job is to validate their concern while explaining why phone restrictions exist, then offer alternatives that show we're flexible within medical boundaries.
The Script
"I get that you want your phone man (personal styling) everyone that goes through this wants their phone in detox. We're going to be medically monitoring your symptoms and it's a huge distraction. I'm sure you can understand why. What are you needing your phone for specifically?"
(Wait and then tailor your response.)
"You'll be able to communicate with family several times a week via the nursing line and with your case manager. There's a strong possibility I can get some FaceTime's approved I'll need to speak with our executive director."
Why This Works
1. Normalize the Feeling
"Everyone that goes through this wants their phone" — You're not dismissing them. You're showing this is a universal feeling, not a personal flaw.
2. Explain the Medical Reason
"We're going to be medically monitoring your symptoms" — The restriction isn't arbitrary. It's for their safety and effective treatment.
3. Ask a Diagnostic Question
"What are you needing your phone for specifically?" — This lets you address the real concern rather than arguing about the policy.
4. Offer Alternatives
Nursing line, case manager contact, potential FaceTime — you're showing flexibility and problem-solving, not rigidity.
5. Open a Door (Maybe)
"There's a strong possibility I can get FaceTimes approved" — You're not promising, but you're showing you'll advocate for them. This builds trust.
Common Specific Concerns
Family Communication
"I completely understand. Family connection is important, especially during this time. Here's what we do: You'll have scheduled times to call your family through the nursing station. We can also arrange FaceTime calls with your kids so they can see you're okay. The case manager will work with you to set up a communication schedule that works for everyone. What we can't do is let you have constant access during detox because the temptation to contact old using buddies or get triggered by outside stressors is too high. Does that make sense?"
Business Concerns
"I get it — when you run a business, disconnecting feels impossible. Let me ask you this: is your business running well right now, or are you just barely keeping it together? Most people who come to us are already dropping balls — they just don't realize how many yet. Here's what we can do: talk to Tyler about special accommodations. We've had business owners delegate to a manager for two weeks, set up auto-replies, and handle critical calls through scheduled times. But I can't promise unlimited phone access. That defeats the purpose of medical detox. Let me talk to our ED and see what's possible."
Emergency Concerns
"If there's a true emergency, the facility will reach you immediately. Your family will have our direct number, and we're staffed 24/7. You won't miss anything critical. What we're really protecting you from is the daily drama and triggers that make it harder to detox. During treatment, your only job is to get better. Everything else can wait 72 hours."
What NOT to Do
Don't promise phone access: "We'll let you use it sometimes" — if that's not policy
Don't dismiss the concern: "You'll be fine without it" — minimizing and unhelpful
Don't argue about the policy: "That's just the rule" — sounds inflexible
Don't make exceptions you can't deliver: "I'll make sure you get your phone" — unless Tyler approves it
Don't skip the diagnostic question: "What do you need it for?" helps you tailor your response
The Distraction Angle
For clients who are resistant, explain the medical reality:
"Think about detox this way: your body is going through withdrawal. You're not sleeping well, you're physically uncomfortable, and your brain chemistry is resetting. If you're constantly checking texts, scrolling social media, or dealing with work stress, your body can't focus on healing. The phone becomes a way to avoid the discomfort of detox rather than moving through it. We've seen it a thousand times — the people who stay off their phones during detox come out sharper, calmer, and more committed to treatment. The ones who fight for their phone are usually the first to leave AMA (Against Medical Advice)."
The Tie-Down Close
After addressing their specific concern, lock in the commitment:
"So if we can handle communication with your family through scheduled calls and work with you on any critical business needs, the phone isn't really the barrier, right? The real question is: are you ready to unplug from the chaos for a few days so you can actually heal?"
Real-World Application
Most phone objections are anxiety-based, not logistics-based. The client is worried about:
Being alone: The phone is a lifeline to the outside world
Missing out: FOMO (fear of missing out) on what's happening
Losing control: If they can't check in, things might fall apart
Facing withdrawal: The phone is a distraction from discomfort
Your job is to acknowledge these fears while holding firm on the medical necessity of disconnecting. Most clients, once they're actually in treatment, report that losing phone access was one of the best parts — they didn't realize how much mental space it was taking up.