Get word-for-word scripts for the first five minutes, the first hour, and end of day—so you're never scrambling when a referral source or family calls upset.
Learn the See. Stay. Lead. framework applied to real scenarios: late referrals, missing orders, and staff complaints. Plus a 14-day follow-up arc that protects the relationship long after the crisis passes.
Discover how to handle internal escalations without blame, coach reps who missed the moment, and turn hard weeks into teaching opportunities that strengthen your whole team.
The Playbook Nobody Handed You When You Started
You didn't cause the referral notice to sit too long. You didn't make the DME order disappear. You didn't tell the nurse to say the wrong thing. But the moment you hear about it—it's yours to own. Most sales training teaches you how to open a relationship. Almost none teaches you what to do when it breaks. That gap? That's where trust is actually won or lost. The Service Recovery Playbook closes that gap. Built from twenty years in hospice sales and a personal season as a caregiver on the other side of the phone call, this is the field guide you've been waiting for. You get three full real-world scenarios grounded in actual moments, not hypotheticals. You get the root cause behind each failure so you know where to look before it happens again. And you get something almost no sales training covers: how to talk to your own team when things go wrong, so the whole team gets stronger instead of just you getting better at damage control. Inside you'll find a complete response arc for every scenario, a one-page Handoff Matrix for knowing what you own at every stage, escalation triggers so you always know when a situation is bigger than a script, and a full appendix of fill-in-the-blank scripts you can use immediately.
Built From Real Experience
This playbook comes from someone who's been standing in your shoes—and who's also been on the other end of the call as a caregiver. Twenty years in hospice sales taught me that the relationships that matter most are the ones that survive a failure. A personal season as a family member taught me why those calls matter as much as they do. I created this because I remember the feeling of not knowing what to say. I remember wondering if I'd just lost a relationship that took months to build. And I remember realizing that nobody teaches you this—even though it's one of the most important skills you'll ever need. This playbook is what I wish someone had handed me on day one. It's built for anyone standing in the middle of a failure they didn't cause, from a brand-new rep on their first hard call to a director building the accountability system for an entire team. It's for the sales reps, liaisons, and team leads in hospice, home health, and palliative care who know that how you show up when things go wrong defines the relationship forever.
Get the Playbook Today
The Service Recovery Playbook gives you the See. Stay. Lead. framework, three full field scenarios with real response arcs, a 14-day follow-up plan, internal team escalation scripts, and a one-page Handoff Matrix you'll use every week. Plus the Service Recovery Quick Card—a pocket reference you can keep on your desk or in your bag for the first five minutes of any call. Stop wondering what to say. Start building trust when it matters most.
$39.00