"Is This [Wrong Facility Name]?"
The Objection
- "Is this Cumberland Heights?"
- "I was trying to reach Hazelden."
- "I think I called the wrong place."
What They're Really Asking
The Principle
Saying "No, this is Tulip Hill" and letting them go is a lost call. They're on the phone. They're calling about treatment. There's a moment here to help them.
The Response
Short Version:
"We can help. [ACKNOWLEDGE]
Are you calling for yourself or a loved one?" [RETURN]
Alternative Script (More Detailed):
"No, this is Tulip Hill Healthcare. We're not the place you were reaching. [ACKNOWLEDGE]
But I can absolutely help you. Either we have what you need, or I can get you connected with the right place. [PIVOT]
Can I ask â what are you looking for help with? Are you calling for yourself or a loved one?" [RETURN]
Transition to Qualification
Once they tell you what they're looking for:
"Okay, so you need [substance] treatment in [location]. We might have that, or I know people who do. Let me get some info so I can point you in the right direction. Are you calling for yourself or a loved one?"
If it turns out you CAN help them, great. If not, you're still getting their info so your referral sources can help, AND you've maintained a positive brand experience.
What NOT to Do
Special Scenarios
They're looking for a specific facility you're affiliated with:
Caller: "Is this Nashville Recovery Center?"
You: "This is Tulip Hill Healthcare. Nashville Recovery Center is one of our facilities, so you're in the right place. Are you calling for yourself or a loved one?"
They're clearly confused about who they called:
Caller: "Wait, who is this again?"
You: "This is Tulip Hill Healthcare. We're a treatment provider. Were you trying to reach us, or were you looking for a different facility? Either way, I can help. What are you looking for help with?"
They want a facility you can't help with:
Caller: "I was trying to reach Betty Ford Center in California."
You: "Okay, so Betty Ford in California. We're not them â we're Tulip Hill in Tennessee. But I can help you figure out your options. Are you specifically looking for California treatment, or are you open to other locations? Are you calling for yourself or a loved one?"
Why This Approach Works
Example in Action
Caller: "Is this Cumberland Heights?"
You: "No, this is Tulip Hill Healthcare. We're not Cumberland Heights. But I can absolutely help you. Either we have what you need, or I can get you connected with the right place. Can I ask â what are you looking for help with? Are you calling for yourself or a loved one?"
Caller: "Um, for myself. I need alcohol detox."
You: "Okay, so alcohol detox. We absolutely offer that. Were you specifically looking for Cumberland Heights for a reason, or are you open to other options?"
Caller: "I just saw their name online. I'm honestly just trying to find somewhere that can help me."
You: "Got it. Well, we can definitely help with alcohol detox. Let me get some info from you so I can figure out the best path forward. What's your full name?"
When to Let Them Go
If after qualification you determine you truly can't help them (wrong insurance type, wrong geographic area, wrong level of care), that's when you refer them out:
"Based on what you've told me, it sounds like [other facility] might be a better fit for your specific situation. Let me get you their contact info. Can I grab your phone number so if you have trouble reaching them, I can help connect you?"