THH Playbook

Creating Urgency

Specific timeline questions that create commitment without pushy scarcity tactics.

Key Finding: Specific timeline questions (same-day vs. tomorrow) create commitment better than pushy scarcity tactics.

Validating Their Decision to Call

"The fact that you called today is huge. That takes courage."

Why it works: Acknowledges how hard this call is. Creates investment in their decision.

Timeline Questions

"Were you thinking about coming in today, or is tomorrow better for you?"

Why it works: Assumes commitment, offers choice. Not "if" but "when."

"What would it take to get you here today?"

Why it works: Identifies specific barriers to address.

Reframing Delay

"Every day you wait is another day at risk."
"I get it—two weeks away is tough. But here's the thing: you can't do your job well if you're not sober. We all know that. So it's actually better to do this now while your mind is clear, rather than lose your job AND your health."

Window of Motivation

Self-callers often call during a crisis moment. If they hang up without commitment, they may not call back.

"Something made you pick up the phone today—what was it?"

Why it works: Reconnects them to their motivation.

"The window of willingness can close fast. If he's even slightly open to it right now, that's the time to act."

Context: For loved ones, helps them understand urgency.

What NOT to Do

  • Don't use fake scarcity ("We only have one bed left!")
  • Don't pressure with guilt
  • Don't minimize their hesitation
  • Don't rush past legitimate concerns
Urgency without pressure: Help them see the value of acting now without making them feel manipulated. Their hesitation is usually rational—address it, don't dismiss it.

Bed Availability Scripts

Real, honest bed availability creates legitimate urgency without manipulation. Here are verbatim scripts from 572 successful calls:

The Specific Bed Script

"We do have a bed open."

Agent: Jake Smith | Frequency: 2+ occurrences | Impact: Immediate relief for caller, moved conversation directly to logistics.

The Gender-Specific Availability

"We have one female bed remaining right now. I want to be upfront with you - if that fills before we can get her in, we'd have to wait for the next opening."

Why it works: Specific detail ("female bed") makes it real, not manufactured. Transparency about what happens if it fills builds trust. Creates natural urgency.

The Date-Specific Opening

"We have an opening on the 17th. That's the soonest we could get him in."

Impact: Specific date creates concrete timeline. Caller can plan around it. Removes ambiguity.

The Readiness Window Education

"The window of willingness can close fast. If he's even slightly open to it right now, that's the time to act."

Context: For loved-one calls | Why it works: Educates caller about addiction psychology. Creates urgency based on patient state, not facility capacity.

"You don't want to find the willingness, then find a place. You wanna do it in the opposite order. You know?"

Agent: Tyler Glass | Impact: Reframes preparation as strategic advantage. Creates urgency without pressure by focusing on readiness.

The Today-or-Tomorrow Close

"Were you thinking about coming in today, or is tomorrow better for you?"

Frequency: Multiple occurrences | Why it works: Assumes commitment. Offers choice between two positive options. Not "if" but "when."

"What would it take to get you here today?"

Impact: Identifies specific barriers. Opens conversation about what's actually holding them back.

Reframing Delay as Risk

"Every day you wait is another day at risk."

Why it works: Simple, direct statement of consequence. Not fear-based, just factual.

"I get it—two weeks away is tough. But here's the thing: you can't do your job well if you're not sober. We all know that. So it's actually better to do this now while your mind is clear, rather than lose your job AND your health."

Agent: Tyler Glass | Impact: Reframes treatment as protecting what they're afraid of losing.

The Performance Angle

"You know, you can't do your job well if you're not sober. I mean, I guess you can, but I wouldn't recommend it."

Agent: Tyler Glass | Why it works: Self-correction ("I guess you can, but...") feels honest. Points out the reality they already know.

The Crisis Moment Recognition

"Something made you pick up the phone today—what was it?"

Impact: Reconnects them to their motivation. Often reveals the crisis that prompted the call.

The "Huge Step" Validation

"Well, that's huge."

Agent: Tyler Glass | Context: Caller shared that wife hasn't argued about going to rehab | Why it works: Validated positive development. Shows understanding of how significant small progress can be.

Timeline Questions That Create Commitment

Question Purpose
"Were you thinking today or tomorrow?" Assumes commitment, offers choice
"What would it take to get you here today?" Identifies barriers
"When were you thinking about starting?" Gets caller to commit to timeline
"What's holding you back right now?" Opens barrier discussion
"If we could solve [objection], could you come in tomorrow?" Conditional commitment

Avoiding False Scarcity

What NOT to do:
  • "We only have one bed left!" (when you have several)
  • "This offer expires today" (manufactured pressure)
  • "Everyone else I've talked to has committed" (social pressure)
  • "If you don't come now, you'll never get sober" (fear-based manipulation)
The Right Approach: Real urgency comes from the caller's situation, not facility availability. Focus on the window of willingness, the progressive nature of addiction, and the concrete next steps - not manufactured scarcity.