LAC Playbook

Readiness & Commitment Objections

Ambivalence is normal. They called for a reason. ~120 objections in our data.

Recognition Signals

  • "I'm not sure I'm ready"
  • "Maybe after the holidays"
  • "I need to think about it"
  • "Let me talk to my family first"
  • "I'm just gathering information"
  • "I'll call back"

Understanding Ambivalence

They called for a reason. Something made them pick up the phone. Your job is to help them reconnect with that motivation.

Primary Response Scripts

Reconnecting to Motivation

"Something made you pick up the phone today—what was it?"

Why it works: Gets them to articulate their own reasons.

Validating the Hesitation

"I hear you. It's a big decision. But you called for a reason. What would help you feel more confident about this?"

"After the Holidays"

"I understand wanting to wait. But here's what I've seen: the holidays are often when things get worse, not better. More drinking, more stress. What if we got you in before the holidays so you could actually enjoy them?"

"I Need to Think About It"

"Of course. Can I ask what specifically you're thinking about? Sometimes talking through it helps."

"Just Gathering Information"

"That makes sense. While we're talking, let me verify your insurance so you have all the information you need. That way when you're ready, there's no delay."

Creating Urgency Without Pressure

"The window of willingness can close fast. If there's any part of you that's ready right now, I'd encourage you to act on it."
"I've talked to a lot of people who said 'I'll call back'—and some of them do. But some of them don't make it to the next call. I don't want that for you."

Setting Up Follow-Up

If they're not ready today:

"I understand. Can I check back in with you tomorrow?"

"Let me give you my direct number. When you're ready, call me directly and I'll make sure everything moves fast."

By Caller Type

For Self-Callers

  • Focus on their window of motivation
  • Help them remember why they called
  • Offer to remove barriers while they decide
  • Get permission for follow-up

For Loved Ones

  • Acknowledge they can't make the decision for someone else
  • Help them prepare for the conversation
  • Set up logistics so there's no delay when ready

What to AVOID

  • Pressuring ("You need to decide now")
  • Guilt-tripping ("Think about your family")
  • Dismissing concerns ("You're just scared")
  • Fake scarcity ("We might not have a bed tomorrow")
Remember: Ambivalence is part of the process. Your job is to help them work through it, not bulldoze past it.