THH Playbook

"Do You Offer [X] Service?"

The Objection

  • "Do you offer suboxone?"
  • "Do you offer sober living?"
  • "Do you have dual diagnosis treatment?"
  • "Can you do a short detox?"

What They're Really Asking

The Principle

Saying "Yes, we do" sounds reassuring but might be incomplete. Suboxone is offered, but maybe not for induction. Sober living exists, but it's for post-residential clients. You've given them yes when the real answer is "yes, if clinically appropriate."

The Response

For Suboxone/MAT:

"We offer MAT when it's clinically appropriate. [ACKNOWLEDGE]

Are you calling for yourself or a loved one?" [RETURN]

Effectiveness:
high%
Scenario: mat-service

For Sober Living:

"We sure do. [ACKNOWLEDGE]

Are you calling for yourself or a loved one?" [RETURN]

Effectiveness:
high%
Scenario: sober-living

For Short Detox:

"We can — everything is individualized. [ACKNOWLEDGE]

Are you calling for yourself or a loved one?" [RETURN]

Effectiveness:
high%
Scenario: short-detox

For General Services:

"We do — when it's clinically appropriate. Everything we do is individualized. [ACKNOWLEDGE]

What's going on right now that makes you ask about that? [QUALIFICATION]

To see if that service is a good fit for you, I just need a few details."

Effectiveness:
high%
Scenario: general-service

Transition to Qualification

Listen to WHY they want this service:

  • "I tried detox before and the withdrawal was brutal, so I want to be on suboxone."
  • "I have anxiety and I'm worried I'll freak out without medication."
  • "Someone told me that's what I need."

Then respond to the REAL concern:

"Okay, so you're worried withdrawal will be too hard. That's smart thinking. We have ways to manage that whether it's suboxone or other medications. Let me ask — what's your substance of choice and how long have you been using?"

Effectiveness:
high%
Scenario: service-concern-response

What NOT to Do

Specific Service Responses

Dual Diagnosis Treatment

Caller: "Do you have dual diagnosis treatment? I have depression and anxiety along with my substance use."

You: "Yes, we absolutely address co-occurring mental health conditions. That's really common — a lot of people we work with are dealing with depression, anxiety, PTSD, things like that alongside substance use. Are you calling for yourself or a loved one?"

Medical Detox

Caller: "Do you have medical detox? I'm worried about seizures."

You: "Yes, we offer medical detox with 24/7 medical supervision. If there's a risk of medical complications like seizures, we have protocols for that. That's actually a smart concern to have. Are you calling for yourself or a loved one?"

Medication-Assisted Treatment (MAT)

Caller: "I'm on suboxone now. Can I stay on it?"

You: "We work with people who are already on MAT. Whether you continue on it, taper off, or adjust dosing depends on what the medical team determines is best for your recovery. Are you calling for yourself or a loved one?"

Example in Action

Caller: "Do you offer suboxone? I've heard it makes withdrawal easier."

You: "We offer MAT when it's clinically appropriate. Are you calling for yourself or a loved one?"

Caller: "For myself. I'm using heroin and I'm scared of the withdrawal."

You: "Okay, so heroin. And you're worried about how bad the withdrawal will be. That's a legitimate concern — opiate withdrawal can be really uncomfortable. We have ways to manage that whether it's suboxone or other comfort medications. The medical team will figure out what's right for your specific situation. Let me ask — how long have you been using heroin and how much are you using daily?"

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