Hive training

Directing the Conversation

What’s the goal of answering a call?  What are we trying to accomplish?

  1. How will I know my child will get better?
  2. Can I envision my child at your program?


1. Listen

  • Peach example: find out what’s at the core.
  • What they say vs What they’re really asking?
    • What’s your capacity?
    • Where are you located?
  • What are they responding to?  What are their verbal ques?
  • How can you delight them?


To help me better answer your questions, can you tell me how you heard about us and let me know a little about your situation?  

  • What’s your name?
  • And what is your daughter’s name?
  • What sparked the need to call a treatment center?
  • When did you first start noticing problems?


2. Identify

1. Keyword/Buzzword- 

  • “falling grades” 
  • “failing in school” 

2. What’s their concern, objections & emotion?

  • My daughter won’t make it to college and I may have to support her the rest of her life.

3. Repeat and verify with follow-up/find out question?

  • “It sounds like an education is something you really value.  Can you tell me about when she first started struggling in school?”
  • “It sounds like you’re pretty nervous about ______’s academic future.  Can I tell you about our New Haven’s school can get her back on track and ready for college?”

3. Guide

Talking points (you’re not just answering questions, you’re overcoming doubt and concerns.)

  • Overview/Elevator Pitch
  • Day in Life
    • Home like environment
    • Family style meals
    • School
    • Therapy
    • Evening and weekend activities
  • Clinical/Therapeutic 
    • Individual, Family and Group Therapy = ~20 hrs/week of therapy
    • Relationship based
    • Master’s level therapists
    • Weekly Treatment teams
    • Real-time Evidence Based Treatment 
  • Academics / School / Education
    • Individualized can cater to both
      • College Prep
      • Learning difficulties
      • Live instruction
  • Family Work
    • Heal the whole family, not just your daughter
    • Weekly Family therapy
    • Family Weekends
  • Industry Leader
    • 20+ years of experience
    • History of innovation (treatment teams, outcomes, etc)
    • Other Common Concerns
  • Cost
    • All inclusive
    • Value of treatment
    • Outcome data (% never need treatment again)
    • Insurance (for families who commit without insurance, but might be able to get some reimbursement)
  • Safety
    • Relationships over locks
    • Always in sight of staff
  • Length of Stay


4. Follow-up

  • Why does the family need extra time?
  • Are there any resources we can provide to help in the consideration process?
  • Schedule a time and reason for a follow-up phone call