Objection Handling
Crisis-centered objection navigation from 1,030 real objection-response pairs.
These callers are in crisis. Our role is NOT to "overcome objections"—it's to meet them where they are, acknowledge legitimate barriers, and help them access treatment by removing friction.
Key Principle
The caller's hesitation is usually rational. Your job is to help them see the path forward, not to convince them they're wrong.
Objection Categories
Ranked by frequency from 572 call analyses:
Cost & Insurance
~180 objectionsThe #1 reason people don't seek help. Real financial barriers require transparent solutions.
Logistics & Timing
~165 objectionsJobs, childcare, legal obligations, business responsibilities. Real constraints need real solutions.
Fear, Shame & Stigma
~155 objectionsAddiction is deeply stigmatized. Callers fear judgment, exposure, loss of identity, failure.
Readiness & Commitment
~120 objectionsAmbivalence is normal. They called for a reason—help them remember why.
Success Metrics from Data
| Approach | Impact |
|---|---|
| Insurance verification in real-time | 92% caller satisfaction increase |
| Honest pricing transparency | 78% stayed on phone vs. 45% with vague costs |
| FMLA discussion introduced | 85% of working callers committed to admission |
| Honest timeline assessment | 76% engaged vs. 51% with "quick fixes" |
What to Avoid
- "Don't worry about the cost, insurance will cover it" (False promises destroy trust)
- "Other places charge way more" (Defensive positioning)
- "If you can't afford it, you probably can't afford not to go" (Manipulative)
- Defensive tone when you can't take their insurance
- Implying their job is more important than their health