Phase 5-6: Tailored Presentation
Now that you know their story, their hot button, and their expectations, you present the program. But you ONLY present what's relevant to them. Do NOT feature dump.
Client Version
The Setup
Rep: "Based on what you've told me—especially [their history + hot button]—here's why our program makes sense for you."
If Detox Is Needed
"You're going to need a medically supervised detox first. Our detox programs are small, residential, and supported 24/7. The goal is to get you stable, sleeping, and thinking clearly—not suffering. We use medications to manage withdrawal symptoms, anxiety, and help you sleep. You won't be white-knuckling it alone."
If Treatment Is Needed (Especially for Repeat Clients)
"You've already tried [short stays / outpatient / doing it on your own], and it hasn't stuck. That tells me this isn't about willpower—it's about structure, support, and treating the underlying issues. Our treatment programs focus on dual diagnosis, smaller caseloads, and a full continuum so you're not dropped back into life unprepared."
If They Want Detox Only
Bridge Value Statement
"This isn't about fixing you—you're not broken. It's about giving you the tools and environment you haven't had yet."
Family Version
Rep: "Based on what you've told me—especially [hot button: overdose risk, legal trouble, health decline]—here's why our program makes sense."
Family Framework:
- "This isn't just about stopping substances—it's about safety, structure, and accountability."
- "We keep families appropriately involved so you're not left in the dark. You'll get updates from the case manager, and you'll participate in family therapy sessions."
- "Because our programs are small, your loved one isn't lost in the shuffle. Our clinician-to-client ratio is 6:1, half the state recommendation. That means real attention."
Program Differentiators (Use Strategically)
Only mention these if they match what the caller is looking for:
Small, Personal Programs
When to use: They mentioned feeling "lost in the shuffle" at previous facilities
"Our programs typically have 12-16 clients at a time. You'll know everyone's name, and they'll know yours. You're not patient #47 in a 200-bed facility."
6:1 Clinician Ratio
When to use: They want "real therapy" or "one-on-one attention"
"Our clinician-to-client ratio is 6-8:1 versus the state recommendation of 12:1. That means you'll get a 1-on-1 session with your therapist, psychiatrist, and case manager every week."
95% Staff in Recovery
When to use: They want to be understood by people who "get it"
"95% of our staff is in recovery. We're not here because it's a job—we're here because we've lived this. We understand what you're going through."
Dual Diagnosis Focus
When to use: They mentioned depression, anxiety, trauma, or mental health
"We treat addiction and mental health at the same time. Most facilities separate them, which is why people relapse—you can't treat one without the other."
Founder in Recovery
When to use: They're skeptical about "corporate" facilities
"Tulip Hill was founded by Ben Jones, a man in recovery and a master-level therapist. Clinical excellence is built into everything we do. This isn't a hedge fund facility—it's a mission-driven program."
90+ Five-Star Reviews
When to use: They're comparing facilities or want social proof
"We're the highest-rated facility in our area—over 90 five-star reviews on Google. Don't take my word for it—read what our clients and their families say."
Clinical Modalities (When Relevant)
Only discuss clinical approaches if the caller specifically asks or if it matches their expectations:
"We're very eclectic—we're not a one-size-fits-all treatment model. Our clinical approaches include CBT, DBT, EMDR, Brain Spotting, Holistic Therapy, Meditation, Yoga, Family Therapy, Equine Therapy, Art Therapy, and many more."
"The idea is that we match the therapy to YOU, not force you into a single modality."
Housing & Amenities (When Relevant)
Only mention if they asked about accommodations or expressed concern about "institutional" settings:
"You can either live with us or commute to our program. Our bedrooms are very comfortable—we offer private rooms and semi-private rooms. It's not a hospital. It's more like a residential retreat."
The Check-In
After your presentation, pause and check in:
Rep: "How does that sound to you so far?"
"Does that sound like what you've been looking for?"
(For families) "How does that sound to you as a parent/spouse?"
Common Responses & How to Handle Them
Positive Response
Caller: "That sounds good. That's what I've been looking for."
Your move: Move directly to the close.
"I'm glad to hear that. Let's get you scheduled. Would today or tomorrow morning work better for you?"
Hesitant Response
Caller: "I don't know... I need to think about it."
Your move: Re-anchor to the hot button.
"I hear the hesitation. Let me ask you this—you told me your biggest fear is [hot button]. If you wait, does that get better or worse?"
Objection Surfaces
Caller: "That's too expensive" or "I don't want to be away for 14 days"
Your move: Handle the objection (see Objections section), then move to the close.
Presentation Examples by Caller Type
Example 1: Self-Caller with Previous Treatment Failure
"You told me you went to a 30-day program two years ago, and you felt like it was just group therapy and not enough one-on-one time. I hear that. A lot of people have that experience with large facilities."
"Here's what's different: Our clinician-to-client ratio is 6:1. That means you'll have weekly one-on-one sessions with your therapist, your case manager, AND a psychiatrist. You won't be sitting in groups all day wondering when you'll actually get help."
"And because we're small—12-16 clients at a time—you'll get noticed. If you're struggling, we'll see it. You're not going to slip through the cracks. How does that sound?"
Example 2: Family Member Worried About Overdose
"You told me your son overdosed last month, and you're terrified it's going to happen again. I want you to know—that fear is real, and we take it seriously."
"Here's what our program does: We provide 24/7 medical supervision. He won't be alone. We'll manage his withdrawal with medication, we'll monitor his vitals, and we'll make sure he's safe."
"And once he's through detox, we treat the underlying issues—the depression, the trauma, the thinking patterns that lead back to use. That's how we prevent the next overdose. Does that address your concern?"
Example 3: Self-Caller Worried About Job
"You mentioned you're worried about losing your job. Have you been with your employer for over a year, and do they have more than 50 employees?"
(If yes:) "Great. You're protected by FMLA—the Family Medical Leave Act. That means your job is legally protected while you're in treatment. We'll help you navigate the HR process. Your employer won't even know the reason for your leave—just that it's medical."
"So the real question isn't 'Will I lose my job if I go to treatment?' The question is 'Will I lose my job if I keep using?' Which risk is bigger?"