"Where Are You Located?"
The Objection
- "Where are you located?"
- "How far is your facility?"
- "Are you near me?"
What They're Really Asking
The Principle
The straight answer ("Nashville, Tennessee") doesn't address the underlying concern. Distance only matters in context. For someone in Knoxville, 2 hours away might be totally doable. For someone who can't leave their animals, 2 hours might be impossible.
The Response
Full Script:
"We have multiple detox and treatment locations as part of Tulip Hill Healthcare. [ACKNOWLEDGE]
Placement depends on clinical needs. [PIVOT]
Where are you calling from?" [RETURN]
After they tell you their location:
"We help people from [their city] regularly. [VALIDATE]
Are you hoping to stay local, or are you open to traveling if it's the right fit? [QUALIFICATION]
Before we talk location specifics, let me get a couple quick details."
Then continue:
"Are you calling for yourself or a loved one?"
Transition to Qualification
Once they tell you where they're from:
"Great. So we have facilities in Nashville, Murfreesboro, and Bowling Green. Depending on your insurance and what level of care is right for you, we'll figure out which one works best. But first, tell me what's going on with you. Are you calling for yourself or a loved one?"
What NOT to Do
Special Considerations
If they're very far away (5+ hours):
Caller: "I'm calling from Texas."
You: "Okay, so Texas. We're in Tennessee, so that's a bit of a distance. Some people prefer to travel for treatment because it creates separation from their environment. Is that something you're open to, or are you hoping to stay closer to home?"
If they express concern about distance:
Example in Action
Caller: "Where are you guys located?"
You: "We have multiple detox and treatment locations as part of Tulip Hill Healthcare. Placement depends on clinical needs. Where are you calling from?"
Caller: "Knoxville."
You: "Okay, Knoxville. We help people from Knoxville regularly. Are you hoping to stay local, or are you open to traveling if it's the right fit?"
Caller: "I mean, I'd prefer local, but I'm open to options."
You: "Got it. So we have facilities in Nashville, Murfreesboro, and Bowling Green. Depending on your insurance and what level of care is right for you, we'll figure out which one works best. But first, tell me what's going on. Are you calling for yourself or a loved one?"
Caller: "For myself. I've been using meth for about a year and I need to stop."
You: "Okay, so meth, about a year. That's really important that you're reaching out. Let me grab some basics so I can figure out the right location and level of care for you. What's your full name?"