"Customer Service" - When the Customer is Often Wrong

Most of us do not come to treatment because everything at home (or at work or at school) was going along so fantastic they decided to put their life on hold and check into treatment.

No, most of us had a moment of clarity that perhaps our way of doing life is not so good. Or, we were intervened on by loved ones or a boss (and some of us got a "nudge from the judge"). At this time we are realizing at least half of the first Step of AA:

Step one – Admitted we were powerless over alcohol (or drugs or food, gambling ect.) and that our lives had become unmanageable.

Denial of the Problem

Sometimes the delusion is so great or the denial is so strong, we may not realize why we are in treatment.  We may say for example "I may have a problem with drugs but alcohol has never been a problem" Some of us come in even more delusional than that. 

The Responsibility of the Treatment Center

Sober Living by the Sea is one of hundreds of different treatment centers with many different styles of treating people. Often, the clients that come to our facility may be wrong, but it is our facility's duty to provide the best possible customer service and care available.

The mission of Sober Living by the Sea is to give people the best possible chance at grasping recovery for the long term.  We have to balance the immediate desires and opinions of our clients with our knowledge of how to effectively treat addiction.  We cannot force a program of recovery on a newcomer but we cannot allow ourselves to become a getaway beach resort for people whose lives are threatened by alcoholism and addiction.

We Are in the Business of Saving Lives

With the benefit of having 23 years of experience, a collection of the finest addiction professionals, and a beautiful location in a vibrant recovery community, we are able to guide the men and women who come to us for help toward a life free of addiction.

First, we stabilize the man or woman (sometimes starting with detox) and then they are welcomed into the recovery process with smiles and assurance that we are glad they are here. We know from experience what it is like to be in that person's shoes.  We often see people who are probably a little scared and confused (I know I was). All of our staff knows that when we engage that new man or woman, the interactions we have with that person may be life changing for them.  It is our opportunity to really make a life changing difference. We are in the business of saving lives. 

Our clients and their families are trusting us to provide a safe and healthy recovery environment.  They trust us to teach them how to stop the madness of addiction that has been ruining their lives.

This sounds like a tall order and it is definitely a huge responsiby. This can often be personally draining. That is the price that is paid to be number one.  It is equally important that the staff of our facility takes care of itself and guard against the possibility of "burn out" or mental/physical fatigue. We must stay fit mentally, physically, and spiritually to best help the customer who comes to us that in the beginning is often wrong.

- Kelly Kettle