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.