"Tell Me About Your Treatment Program"
The Objection
- "I'd like to hear about your treatment program."
- "What does your program look like?"
- "What do you guys offer?"
What They're Really Asking
The Principle
Most facilities respond to this by describing their program: "We offer 30-day residential treatment with individual and group therapy, psychiatric management..." By the time you finish, you've positioned yourself as the presenter, they as the passive receiver. That's backward.
The Response
Full Script:
"Absolutely â we offer different programs depending on what someone actually needs, so I want to make sure I point you in the right direction. [ACKNOWLEDGE]
Here's the thing: treatment looks different for different people. [PIVOT]
Are you calling for yourself or for a loved one?" [RETURN]
After they answer:
"Got it. And what kind of help are you looking for right now â detox, treatment, or both?"
Then transition:
"To make sure I don't give you incorrect information, let me grab a few basics."
Transition to Qualification
Once they answer "I'm calling for myself" or "I'm calling for my daughter," you move into the main qualification sequence:
"Got it. So tell me a little bit about what's going on with you."
Let them talk. Listen. This IS your program description now â their program will be built around what you learn.
What NOT to Do
Example in Action
Caller: "Hi, I'd like to hear about your treatment program."
You: "Absolutely â we offer different programs depending on what someone actually needs, so I want to make sure I point you in the right direction. Here's the thing: treatment looks different for different people. Are you calling for yourself or for a loved one?"
Caller: "For myself. I've been struggling with opiates for about 3 years."
You: "Okay, so opiates. And what kind of help are you looking for right now â detox, treatment, or both?"
Caller: "I think I need detox first. I tried to stop on my own and it was awful."
You: "That's really common â detox is tough to do alone. To make sure I don't give you incorrect information, let me grab a few basics. What's your full name?"