📞 The best way to handle “low-intent” calls

Let's talk about a challenge every rehab center faces:

Handling calls from ‘low intent’ keywords like “crisis hotline” or “alcoholics anonymous.”

These calls might seem like dead ends, but they're actually golden opportunities to change lives.

Callers using these terms are actively seeking help.

They might not know exactly what they need, but they've taken the crucial first step of reaching out.

Your job? Guide them to the solution that will transform their lives.

Here's how to turn these calls into life-changing conversations…

It Starts With Listening

When someone calls about AA or asks for crisis resources, what they're really saying is: “I'm struggling and I don't know what to do.”

Give them space to express their concerns.

Show empathy with simple phrases like “I hear you” and “That must be really difficult”.

Take notes - these details will be crucial for guiding the conversation.

Dig Deeper to Uncover the Root Cause

Once you've built that initial connection, gently dig deeper.

Ask open-ended questions, like, “Can you tell me more about what led you to call today?”

Explore their history of seeking help, and listen for patterns in their story.

Every detail they share is another piece of the puzzle that helps you guide them to the right solution.

Educate Gently

Here's where expertise meets empathy.

Start by acknowledging their initial request: “I understand you're looking for information about AA…”

Then, based on their unique situation, suggest the most beneficial treatment option for them…

And be prepared to discuss common objections (time away from work/family, cost, etc.)

Pro tip: Use the powerful “Feel, Felt, Found” technique to help guide callers towards a different solution than they initially sought:

“I understand how you feel. Many people have felt the same way. But what they've found is that [recommended treatment] actually provides [specific benefits that address their unique needs].”

Turning Interest Into Action

Whether it's a true crisis needing immediate attention or someone just starting to explore their options, always have a clear next step ready:

• For true emergencies: A solid protocol for immediate assistance

• For non-emergencies: A free assessment or consultation

• For those not ready: Get permission to follow up

Remember…you're not selling — you're saving lives.

Your role is to help these folks find the best path forward, even if it's not what they initially thought they needed.

By handling these calls with empathy, expertise, and a focus on the caller's best interests…

You'll ultimately fill more beds, and change more lives.

Ready to transform every call into an opportunity?

While these strategies will help you handle low-intent calls better…

Implementing a complete call handling system that consistently converts takes expertise.

That's where TNT Growth comes in.

We help rehab centers master their entire admissions process, from handling initial calls to maximizing conversions.

Our comprehensive approach includes:

• Advanced call handling training for your team

• Proven scripts and frameworks that drive results

• Systems to track and improve call performance

• Data-driven insights to optimize your conversion rates

• Ongoing coaching to keep your team sharp

After helping generate $750+ million in revenue for our clients…

While lowering cost per admit by 67%, and increasing bed utilization by 36%…

TNT Growth is your best bet for a business partner dedicated to helping your rehab center scale, and help more clients.

Ready to turn more calls into admissions and help more people get the treatment they need?

🗓️ Book a 15-minute discovery call with TNT Growth.

See you next week for more insider tips on scaling your treatment center.