Frequently asked questions and objections
don't get stumped!
​Here are some of the most commonly asked questions and objections we hear in the field
​Here are some of the most commonly asked questions and objections we hear in the field
FAQs and Commonly heard objections
RBOs - Reflex responses, brush offs, objections
Referral sources are busy and it's not uncommon for them to push back when you are trying to meet with them or schedule an inservice. In order to overcome their RBOs, you must Ledge --> Disrupt --> Ask.
I’m Busy
Ledge: That’s exactly why I called
Disrupt: Because I figured you would be and I want to find a time more convenient for you.
Ask: How about we get together Thursday at two?
Not Interested
Ledge: That’s what most of my clients said before they learned how much money we could help them
Disrupt: Look we may not even be a fit for you and your company. But I thought it would at least make sense to get together for a few minutes so you have all of the information to make a proper comparison?
Ask: How about we get together Thursday at two?
We’re Happy
Ledge: That’s fantastic
Disrupt: Anytime you are getting great service at a fair cost you should never think about change.
Ask: All I want is a few minutes of your time to learn more about you and your company. At a minimum I can be a resource for you that will help you keep your current vendor in check. How about we get together Thursday at two?
Send me some literature
Ledge: Great, I'd be happy to...
Disrupt: What is your email address? (great way to add email addresses to their data base).
Ask: I have Tuesday at 2:00 available to review the information I am sending you, how does that work for you?
(They generally expect the "Okee Dokey" response here and requesting the appointment almost as a condition for sending information, they agree a high % of the time)
Alternative Disrupt/Ask: What is your email address? What information specifically would you like? (Response) Sounds like you are interested in _______________, I have Tuesday at 2:00 available to discuss this in more detail.
Wrong Person (assuming this is a brush off and you want to meet with anyone w/in the org to gather more qualifying info)
Ledge: That's fine
Disrupt: You may not be the right person, but you are a valuable asset to (company name) and it makes sense we get together so you can share your insights.
Ask: I have Tuesday at 2:00 - how does that fit your schedule?
Ledge: That’s exactly why I called
Disrupt: Because I figured you would be and I want to find a time more convenient for you.
Ask: How about we get together Thursday at two?
Not Interested
Ledge: That’s what most of my clients said before they learned how much money we could help them
Disrupt: Look we may not even be a fit for you and your company. But I thought it would at least make sense to get together for a few minutes so you have all of the information to make a proper comparison?
Ask: How about we get together Thursday at two?
We’re Happy
Ledge: That’s fantastic
Disrupt: Anytime you are getting great service at a fair cost you should never think about change.
Ask: All I want is a few minutes of your time to learn more about you and your company. At a minimum I can be a resource for you that will help you keep your current vendor in check. How about we get together Thursday at two?
Send me some literature
Ledge: Great, I'd be happy to...
Disrupt: What is your email address? (great way to add email addresses to their data base).
Ask: I have Tuesday at 2:00 available to review the information I am sending you, how does that work for you?
(They generally expect the "Okee Dokey" response here and requesting the appointment almost as a condition for sending information, they agree a high % of the time)
Alternative Disrupt/Ask: What is your email address? What information specifically would you like? (Response) Sounds like you are interested in _______________, I have Tuesday at 2:00 available to discuss this in more detail.
Wrong Person (assuming this is a brush off and you want to meet with anyone w/in the org to gather more qualifying info)
Ledge: That's fine
Disrupt: You may not be the right person, but you are a valuable asset to (company name) and it makes sense we get together so you can share your insights.
Ask: I have Tuesday at 2:00 - how does that fit your schedule?
Additional Examples of common questions and objections
Below are multiple examples of common objections or FAQs that we field from families, patients and referral sources.
Basic Strategy for Overcoming Objections:
How to diffuse objections:
- Listen to the what they are saying - don't interrupt!
- Pause for 3 seconds before responding
- Remain calm and not defensive (this will keep them calm too) + acknowledge their point.
- Demonstrate empathy and acknowledge the objection
- Meet the criticism with a question to clarify.
- Rephrase the criticism to make sure you are both on the same page (communication)
- Answer the criticism with three possible solutions (people like choices)
Audience: Patient/Family
Objection: "I am deciding between you and another facility. I like what you have to offer but the other is waiving my flight/deductible etc."
Response: "While I understand that that is quite an attractive offer, especially considering the financial strain that you have already incurred through your/your loved one's addiction, please be wary and mindful that their actions are inappropriate. I would be additionally cautious when considering a facility that doesn't follow the rules that are in place regarding patient enticement. Many of these facilities "waive" payments but end up billing them anyways. We work with our patients throughout the process to set up a payment plan ahead of time and you will have the chance to work with our financial counselors while at the facility to make sure you are able to manage everything once treatment is complete."
Audience: Patient/Referral source
Objection: "What is the difference between a residential level of care and PHP level of care?"
Response: "Residential and partial hospitalization are differentiated based on hours of programming and one-on-one services. Typically at the PHP level of care, it has been deemed clinically appropriate for a patient to step down to that level. This level of care is designed for individuals who need structured programming but do not need 24-hour medical supervision. While all of our patients reside in the same 24/7 facility, their schedules fluctuate based on level of care." [Note: I would also provide the programming outline to them as well]
Audience: Family
Objection: "I don’t know if she needs that level of care... maybe we should just do outpatient."
Response: "I would highly recommend completing a pre-assessment with us to determine if in fact inpatient is the most appropriate option. All too often we see individuals try to manage this on an outpatient level only to end up hear several months down the line. It is in your best interest to be assessed now so that we can prevent the ongoing struggle and potential harmful effects of continuing to try to manage this in an ineffective level of care."
Audience: Patient
Objection: "I haven't hit rock bottom yet so I don't need treatment."
Response/Action: "You should not wait to hit rock bottom to seek treatment. In fact, many of our patients have not and find it to be a better decision to admit rather than risk the potential circumstances and consequences that could arise in the interim."
Audience: Patient
Objection: "I am not totally committed to getting treatment at this time."
Response/Action: "We understand but highly encourage you to give it a chance. Many of our patients feel the same way but once they admit and start to see the immediate changes and begin to feel better, they realize it was the best decision they could have ever made."
Audience: Patient
Objection: “I can’t leave my spouse/kids/ significant other.”
Response(s): “You can be away from your family for a little while now instead of risking losing them forever. By getting sober, you are giving yourself a chance to be the best (wife/husband/mother/father etc.) you can be.”
Audience: Patient
Objection: “I’ll lose my job if I go away for treatment.”
Response(s): “Your company may hold your job for you. Our case managers regularly help our patients with the necessary FMLA paperwork while they are in treatment so they can focus on getting better. I’m sure getting help now will improve your productivity and performance at work rather than putting your job in jeopardy.”
Note: Encourage them to talk to the HR department at his or her workplace. Educate yourself and the individual on the Family and Medical Leave Act, an act that may protect his/her job while in treatment. Explain to him/her that the addiction may lead to job loss anyway.
Audience: Family
Objection: "I want her to be with us during the holidays."
Response: "We understand how challenging it is to be away from loved ones during the holidays. However, delaying treatment can seriously increase the risk of potential harm that your loved one may face by not coming to us sooner. If it is approved by their therapist, you can visit and spend time with them while they are in our care."
Audience: Referral Sources
Objection: "You are in FL. FL has a horrible reputation. Why should I send my patients/clients to you?"
Response: "I completely understand your concern! Several facilities in South Florida have definitely done things the wrong way. That is one of the many reasons I am glad that our facilities are located 3 hours north of Delray Beach. In addition, our treatment programs are exceptional and provide high quality services and care to our patients before, during and after their time with us. I assure you that we are different and we pride ourselves in setting the standard for incredible patient care."
Audience: Referral Sources
Objection: "I already work with another facility."
Response: "Would you mind sharing with me what process has worked well with them? It is my hope to meet and hopefully exceed the positive experience you have had with other facilities. I know how busy you are and I want to make sure the referral and admissions process is seamless. I assure you our team will make it as easy as possible and I am here to help every step of the way."
Audience: Referral Sources
Objection: "Do you offer discounts for private pay?"
Response: "Our private pay rates are discounted in order to provide more people with the opportunity to seek treatment at one of our facilities. If there are financial barriers, we will work as hard as possible to create a payment plan that will work for our patients. In addition to establishing this beforehand, our patients also meet with their financial counselors during their stay so that they can plan ahead. We know that this is an investment in their own future and want to help make it affordable and a realistic possibility."
Audience: Referral Sources and Families
Objection: "What kind of family involvement occurs when they are out of state at treatment?"
Response: "Once clinically appropriate, families are included in the treatment process. Weekly family sessions occur in person or over the phone/Internet with the patient and their family. In addition, family weekends happen once a month at the facilities. This is an opportunity for families to join their loved one at the facility to learn more about the disease of addiction and what their loved one has been going through. They also have one-on-one sessions with their therapist and learn how they can be most effective in supporting their loved one once they complete treatment."
Audience: Referral Sources
Objection: "What are your in-network and out of network insurance policies?"
Response: We are in-network with several insurance companies however we do accept most insurance policies if they have out of network benefits. I always encourage you to give me a call whenever you have a patient with commercial insurance to see if we are able to work with their policy. Our insurance verification team is able to check their benefits quickly and often times we can admit a patient within 24-48 hours."
Audience: Referral Sources
Objection: "You have an IOP so why would you send back my client? Or will you use up all his IOP benefits before you send them back?"
Response: "I assure you that if we know ahead of time that a patient is planning on attending your IOP, our entire team will work to make sure that their IOP benefits are preserved and that they return to you for that level of care. Because our departments are interconnected and working together on each patient, we have open lines of communication between our team, clinical, case management and utilization review. We have weekly meetings to discuss the patients we have in house and where they are going after their time with us. I will be monitoring everything to make sure they return to you. In addition, we also refer a lot of patients out for IOP and aftercare that do not come in with an aftercare plan and would love to include you as a resource for them as well."
Audience: Referral Source
Objection: The referral source did not/would not provide patient contact information and said they would discuss the facility with the family themselves.
Response/Action: Call them within 24 hours to ask her how it went and if they had any follow up questions. Chances are they will probably provide a surface level answer. My follow up would be, “do you think it would be possible for me to reach out directly? While the website is beautiful, I would love to be able to answer any questions they may have and provide them with my personal cell. I want them to know that I am here to assist in the process and will be their main point of contact should they decide to move forward.” You can also explain that at ARS one of your main responsibilities is helping to walk patients and their families through the process so it is as seamless as possible. Sometimes this helps to drop their guard. The other excuse for the therapist to call the family is to provide your cell to them… if we can get that info to them it is another reminder about ARS and will hopefully prompt mom to call.
Audience: Referral Source
Objection: "How many days a week do you have programming?"
Response/Action: "In addition to the one-on-one sessions and family sessions, we provide programming 7 days a week for our higher levels of care. IOP programs 6 days a week while in house with us. We offer outings over the weekend as well. Once they transfer to aftercare and IOP, they receive programming 3 days a week in addition to their individual and family session."
Audience: Referral Source/Family/Patient
Objection: "What is your average length of stay?"
Response/Action: "Our patients average stay is typically between 30 and 90 days based on their individual clinical needs. The longer the period of time engaged in treatment, the better the outcomes. Generalized lengths of time cannot be determined until the client is assessed on site, and clinical progress is determined through the treatment episode."
Audience: Referral Source
Objection: "Do you utilize any medications during the treatment episode?"
Response/Action: "We utilize medication during the detoxification phase of treatment to help safely and comfortably taper our patients off their substances of choice. Once their taper is complete and they are medically stable, they will transition to the next level of care. If/when any underlying conditions have been identified, patients will receive the appropriate medications to treat their co-occurring disorders. We are not a long-term suboxone maintenance program, but we do utilize Vivitrol to help our patients remain sober upon completion of treatment."
Audience: Referral Source/Family/Patient
Question: "Do you prescribe medication?"
Response/Action: "We do utilize medication at the facilities for detoxification as well as to treat the underlying co-occuring disorders. Our model is not a long-term suboxone maintenance program; rather we focus on equipping our patients with the tools necessary to abstain from substances in recovery. We do prescribe Vivitrol, a once a month injection that serves as a blocker to their opiod receptors to reduce cravings, and make the necessary accommodations for our patients prior to departure by locating a physician at home that is a prescriber and setting the next appointment. If a patient has been recommended for long-term medication management by their medical and clinical team, we will work with them individually to ensure their needs are met and addressed, understanding that the unique needs of our patients are the most important and that long-term recovery and aftercare may be different for some of our patients than the general patient population."
Audience: Patient
Objection: "How often can I smoke?"
Response/Action: "Our patients receive ample smoke breaks throughout the day that are built into their schedules."
Audience: Family/Patient
Question: What do I bring? Can I bring my cell phone/laptop?
Response/Action: "We provide a thorough what to pack/what not to pack list prior to you coming to the facility. You will not be able to have a cell phone or any device with a camera or internet while in treatment. If you have special requests, please discuss them in advance with our intake coordinators to see if we will be able to accommodate your requests."
Audience: Patient
Question: "Why can't I stay on my benzo?"
Response/Action: "Whether you are taking benzodiazepines for therapeutic reasons or for recreational purposes, long-term use can lead to a form of physical dependence, in which you may feel the need to access to the drugs in order to feel healthy and in control. While in a safe and medically monitored environment it is our goal to help get you off all substances and comfortable living a sober lifestyle."
Audience: Patient
Objection: "I've been to treatment before. How is it going to be different this time? It didn't work last time."
Response/Action: "There are multiple factors that lead to our patients success after their time with us. Their willingness to commit to a life in recovery is critical, and following their recommended aftercare plans and relapse prevention plans make a huge difference. Once your treatment episode is complete, we highly encourage you to stay in touch with us and participate in alumni services. Recovery is a journey and we want to be here for you throughout the entire process."
Audience: Patient
Objection: "I am transgendered and don't want to feel uncomfortable or isolated."
Response/Action: "We work hard to make sure you are comfortable and don't feel isolated in any way. For those going through gender dysphoria, we allow for their preferences to be patient-guided. Patients are roomed with members of the same sex that they identify with. We ask permission to discuss your preference with your potential roommates to ensure that everyone is comfortable. If you don’t want to disclose this, we will keep it private. We just ask that you disclose this information to your primary physician and therapist prior to beginning treatment."
Objection: "I am deciding between you and another facility. I like what you have to offer but the other is waiving my flight/deductible etc."
Response: "While I understand that that is quite an attractive offer, especially considering the financial strain that you have already incurred through your/your loved one's addiction, please be wary and mindful that their actions are inappropriate. I would be additionally cautious when considering a facility that doesn't follow the rules that are in place regarding patient enticement. Many of these facilities "waive" payments but end up billing them anyways. We work with our patients throughout the process to set up a payment plan ahead of time and you will have the chance to work with our financial counselors while at the facility to make sure you are able to manage everything once treatment is complete."
Audience: Patient/Referral source
Objection: "What is the difference between a residential level of care and PHP level of care?"
Response: "Residential and partial hospitalization are differentiated based on hours of programming and one-on-one services. Typically at the PHP level of care, it has been deemed clinically appropriate for a patient to step down to that level. This level of care is designed for individuals who need structured programming but do not need 24-hour medical supervision. While all of our patients reside in the same 24/7 facility, their schedules fluctuate based on level of care." [Note: I would also provide the programming outline to them as well]
Audience: Family
Objection: "I don’t know if she needs that level of care... maybe we should just do outpatient."
Response: "I would highly recommend completing a pre-assessment with us to determine if in fact inpatient is the most appropriate option. All too often we see individuals try to manage this on an outpatient level only to end up hear several months down the line. It is in your best interest to be assessed now so that we can prevent the ongoing struggle and potential harmful effects of continuing to try to manage this in an ineffective level of care."
Audience: Patient
Objection: "I haven't hit rock bottom yet so I don't need treatment."
Response/Action: "You should not wait to hit rock bottom to seek treatment. In fact, many of our patients have not and find it to be a better decision to admit rather than risk the potential circumstances and consequences that could arise in the interim."
Audience: Patient
Objection: "I am not totally committed to getting treatment at this time."
Response/Action: "We understand but highly encourage you to give it a chance. Many of our patients feel the same way but once they admit and start to see the immediate changes and begin to feel better, they realize it was the best decision they could have ever made."
Audience: Patient
Objection: “I can’t leave my spouse/kids/ significant other.”
Response(s): “You can be away from your family for a little while now instead of risking losing them forever. By getting sober, you are giving yourself a chance to be the best (wife/husband/mother/father etc.) you can be.”
Audience: Patient
Objection: “I’ll lose my job if I go away for treatment.”
Response(s): “Your company may hold your job for you. Our case managers regularly help our patients with the necessary FMLA paperwork while they are in treatment so they can focus on getting better. I’m sure getting help now will improve your productivity and performance at work rather than putting your job in jeopardy.”
Note: Encourage them to talk to the HR department at his or her workplace. Educate yourself and the individual on the Family and Medical Leave Act, an act that may protect his/her job while in treatment. Explain to him/her that the addiction may lead to job loss anyway.
Audience: Family
Objection: "I want her to be with us during the holidays."
Response: "We understand how challenging it is to be away from loved ones during the holidays. However, delaying treatment can seriously increase the risk of potential harm that your loved one may face by not coming to us sooner. If it is approved by their therapist, you can visit and spend time with them while they are in our care."
Audience: Referral Sources
Objection: "You are in FL. FL has a horrible reputation. Why should I send my patients/clients to you?"
Response: "I completely understand your concern! Several facilities in South Florida have definitely done things the wrong way. That is one of the many reasons I am glad that our facilities are located 3 hours north of Delray Beach. In addition, our treatment programs are exceptional and provide high quality services and care to our patients before, during and after their time with us. I assure you that we are different and we pride ourselves in setting the standard for incredible patient care."
Audience: Referral Sources
Objection: "I already work with another facility."
Response: "Would you mind sharing with me what process has worked well with them? It is my hope to meet and hopefully exceed the positive experience you have had with other facilities. I know how busy you are and I want to make sure the referral and admissions process is seamless. I assure you our team will make it as easy as possible and I am here to help every step of the way."
Audience: Referral Sources
Objection: "Do you offer discounts for private pay?"
Response: "Our private pay rates are discounted in order to provide more people with the opportunity to seek treatment at one of our facilities. If there are financial barriers, we will work as hard as possible to create a payment plan that will work for our patients. In addition to establishing this beforehand, our patients also meet with their financial counselors during their stay so that they can plan ahead. We know that this is an investment in their own future and want to help make it affordable and a realistic possibility."
Audience: Referral Sources and Families
Objection: "What kind of family involvement occurs when they are out of state at treatment?"
Response: "Once clinically appropriate, families are included in the treatment process. Weekly family sessions occur in person or over the phone/Internet with the patient and their family. In addition, family weekends happen once a month at the facilities. This is an opportunity for families to join their loved one at the facility to learn more about the disease of addiction and what their loved one has been going through. They also have one-on-one sessions with their therapist and learn how they can be most effective in supporting their loved one once they complete treatment."
Audience: Referral Sources
Objection: "What are your in-network and out of network insurance policies?"
Response: We are in-network with several insurance companies however we do accept most insurance policies if they have out of network benefits. I always encourage you to give me a call whenever you have a patient with commercial insurance to see if we are able to work with their policy. Our insurance verification team is able to check their benefits quickly and often times we can admit a patient within 24-48 hours."
Audience: Referral Sources
Objection: "You have an IOP so why would you send back my client? Or will you use up all his IOP benefits before you send them back?"
Response: "I assure you that if we know ahead of time that a patient is planning on attending your IOP, our entire team will work to make sure that their IOP benefits are preserved and that they return to you for that level of care. Because our departments are interconnected and working together on each patient, we have open lines of communication between our team, clinical, case management and utilization review. We have weekly meetings to discuss the patients we have in house and where they are going after their time with us. I will be monitoring everything to make sure they return to you. In addition, we also refer a lot of patients out for IOP and aftercare that do not come in with an aftercare plan and would love to include you as a resource for them as well."
Audience: Referral Source
Objection: The referral source did not/would not provide patient contact information and said they would discuss the facility with the family themselves.
Response/Action: Call them within 24 hours to ask her how it went and if they had any follow up questions. Chances are they will probably provide a surface level answer. My follow up would be, “do you think it would be possible for me to reach out directly? While the website is beautiful, I would love to be able to answer any questions they may have and provide them with my personal cell. I want them to know that I am here to assist in the process and will be their main point of contact should they decide to move forward.” You can also explain that at ARS one of your main responsibilities is helping to walk patients and their families through the process so it is as seamless as possible. Sometimes this helps to drop their guard. The other excuse for the therapist to call the family is to provide your cell to them… if we can get that info to them it is another reminder about ARS and will hopefully prompt mom to call.
Audience: Referral Source
Objection: "How many days a week do you have programming?"
Response/Action: "In addition to the one-on-one sessions and family sessions, we provide programming 7 days a week for our higher levels of care. IOP programs 6 days a week while in house with us. We offer outings over the weekend as well. Once they transfer to aftercare and IOP, they receive programming 3 days a week in addition to their individual and family session."
Audience: Referral Source/Family/Patient
Objection: "What is your average length of stay?"
Response/Action: "Our patients average stay is typically between 30 and 90 days based on their individual clinical needs. The longer the period of time engaged in treatment, the better the outcomes. Generalized lengths of time cannot be determined until the client is assessed on site, and clinical progress is determined through the treatment episode."
Audience: Referral Source
Objection: "Do you utilize any medications during the treatment episode?"
Response/Action: "We utilize medication during the detoxification phase of treatment to help safely and comfortably taper our patients off their substances of choice. Once their taper is complete and they are medically stable, they will transition to the next level of care. If/when any underlying conditions have been identified, patients will receive the appropriate medications to treat their co-occurring disorders. We are not a long-term suboxone maintenance program, but we do utilize Vivitrol to help our patients remain sober upon completion of treatment."
Audience: Referral Source/Family/Patient
Question: "Do you prescribe medication?"
Response/Action: "We do utilize medication at the facilities for detoxification as well as to treat the underlying co-occuring disorders. Our model is not a long-term suboxone maintenance program; rather we focus on equipping our patients with the tools necessary to abstain from substances in recovery. We do prescribe Vivitrol, a once a month injection that serves as a blocker to their opiod receptors to reduce cravings, and make the necessary accommodations for our patients prior to departure by locating a physician at home that is a prescriber and setting the next appointment. If a patient has been recommended for long-term medication management by their medical and clinical team, we will work with them individually to ensure their needs are met and addressed, understanding that the unique needs of our patients are the most important and that long-term recovery and aftercare may be different for some of our patients than the general patient population."
Audience: Patient
Objection: "How often can I smoke?"
Response/Action: "Our patients receive ample smoke breaks throughout the day that are built into their schedules."
Audience: Family/Patient
Question: What do I bring? Can I bring my cell phone/laptop?
Response/Action: "We provide a thorough what to pack/what not to pack list prior to you coming to the facility. You will not be able to have a cell phone or any device with a camera or internet while in treatment. If you have special requests, please discuss them in advance with our intake coordinators to see if we will be able to accommodate your requests."
Audience: Patient
Question: "Why can't I stay on my benzo?"
Response/Action: "Whether you are taking benzodiazepines for therapeutic reasons or for recreational purposes, long-term use can lead to a form of physical dependence, in which you may feel the need to access to the drugs in order to feel healthy and in control. While in a safe and medically monitored environment it is our goal to help get you off all substances and comfortable living a sober lifestyle."
Audience: Patient
Objection: "I've been to treatment before. How is it going to be different this time? It didn't work last time."
Response/Action: "There are multiple factors that lead to our patients success after their time with us. Their willingness to commit to a life in recovery is critical, and following their recommended aftercare plans and relapse prevention plans make a huge difference. Once your treatment episode is complete, we highly encourage you to stay in touch with us and participate in alumni services. Recovery is a journey and we want to be here for you throughout the entire process."
Audience: Patient
Objection: "I am transgendered and don't want to feel uncomfortable or isolated."
Response/Action: "We work hard to make sure you are comfortable and don't feel isolated in any way. For those going through gender dysphoria, we allow for their preferences to be patient-guided. Patients are roomed with members of the same sex that they identify with. We ask permission to discuss your preference with your potential roommates to ensure that everyone is comfortable. If you don’t want to disclose this, we will keep it private. We just ask that you disclose this information to your primary physician and therapist prior to beginning treatment."