Quick Start Guide
Get up to speed with the essential patterns from 572 successful admission calls.
The 3 Things That Matter Most
- Build rapport before gathering information
- Understand caller type (self vs. loved one) immediately
- Remove barriers proactively - don't wait for objections
The Winning Formula
Our top performers (Jake Smith and Tyler Glass) share these core patterns:
1. Empathy Beats Features
Brief, validating acknowledgments appear in high-frequency conversions more than facility descriptions.
"I got you. I got you."
"Gotcha, man. That's a serious thing."
"You're fine. Ask whatever you need."
"Gotcha, man. That's a serious thing."
"You're fine. Ask whatever you need."
2. Different Callers, Different Approaches
| Self-Callers (61%) | Loved Ones (36%) |
|---|---|
| Peer language works ("man," "dude") | More formal initially, warm up with empathy |
| Personal validation is key | Process reassurance matters more |
| "I got you" = peer understanding | "I got you" = expert taking control |
3. Honesty > Sales Pressure
When agents admit facility limitations, callers trust them more and accept referrals without resistance.
"Yeah, we don't take [Insurance] directly, but that's actually good news because I work with several facilities that do. Let me get you connected with someone who can help immediately."
4. Process Simplification Drives Action
Removing perceived barriers (FMLA, assessments, logistics) converts hesitation to commitment.
"How long have you been at your job? Good, because if it's been over a year, you qualify for FMLA protection. That means your job is federally protected—we can even help with the paperwork."
5. Urgency Without Pressure
Specific timeline questions create commitment better than pushy scarcity tactics.
"The fact that you called today is huge. That takes courage."
"Were you thinking about coming in today, or is tomorrow better for you?"
"Were you thinking about coming in today, or is tomorrow better for you?"
The 7-Phase Call Flow
Opener phases (1-2): Professional greeting and initial rapport | Closer phases (3-7): Deep discovery, presentation, and commitment
Phase 1
Open & Qualify
Opener | 30s-2min
Professional greeting, identify caller type, qualify
Phase 2
Rapport Building
Shared | 2-3min
Build trust, active listening, acknowledgments
Phase 3
Discovery
Closer | 1-2min
Treatment history, substance use, mental health overview
Phase 4
Fact Finding
Closer | 1-2min
Demographics, logistics, hot button identification
Phase 5
What They're Looking For
Closer | 1-2min
Expectations, fears about treatment
Phase 6
Tailored Presentation
Closer | 2min
Match program to their story and needs
Phase 7
Close
Closer | 2min
Choice close, handle objections, secure commitment
Quick Stats
- 572 calls analyzed
- 4,050+ talk tracks extracted
- 1,030 objections handled
- 6.6 minutes average call duration
- 61% self-callers, 36% loved ones