The 'Feel, Felt, Found' Method for Answering Customer Questions
“That seems expensive.” “I’m not sure I’d use all the oils in the starter kit.” “Is this a pyramid scheme?”
If you’ve been a Brand Partner for more than a week, you’ve probably heard one of these questions. Your response in that moment can either build a bridge or erect a wall. If you get defensive or immediately jump into a sales pitch, you create a wall.
But if you respond with empathy, you build a bridge. And the single best tool for building that bridge is a classic, time-tested communication technique: Feel, Felt, Found.
This method allows you to validate your customer’s feelings, normalize their concerns, and gently guide them to a new perspective. Here’s how it works.
Feel: “I understand how you feel.”
This is the most important step. The goal is to acknowledge and validate their emotion or concern. You are aligning yourself with them, not opposing them. This immediately disarms their skepticism and shows them you are listening.
Your tone should be one of genuine understanding. You are not just repeating a script; you are empathizing with their point of view.
Customer: “$165 for a starter kit seems really expensive.”
Your Response (Feel): “I totally get how you feel. That initial investment can definitely seem like a lot when you first look at it.”
What you’ve done here is powerful. You haven’t argued. You haven’t justified. You’ve agreed. You’re on their side. Now they are open to hearing what you have to say next.
Felt: “I felt the same way…” (or “Others have felt that way…”)
This step normalizes their concern. It shows them they are not alone in feeling this way. You (or others) have been in their exact shoes. This builds a powerful sense of camaraderie and further deepens their trust in you.
Your Response (Felt): “…In fact, I felt the exact same way when I was getting started. I remember looking at the price and thinking, ‘I’m not sure I can swing that right now.’”
Now, their concern is not just valid; it’s normal. The fear of being the “only one” who thinks this way is gone. They are leaning in, waiting for the final piece.
Found: “…but what I found was…”
This is where you gently pivot and offer a new perspective or solution. You are sharing the outcome of your (or others’) experience. You are leading them to the discovery you eventually made.
Your Response (Found): “…But what I found was two things. First, when I broke it down, I realized I was getting 12 oils and a diffuser for a fraction of what they would cost individually. Second, I started using the oils for things I was previously buying at the store, like sleep support and cleaning supplies, so it actually started saving me money in other areas.”
Notice you are not telling them they are wrong. You are simply sharing your discovery. You are offering them a new way to look at the situation, based on your own experience.
Putting It All Together
Let’s try another one.
Customer: “I’m interested in oils, but I’m worried I won’t know how to use them all.”
- Feel: “I completely understand that feeling. It can seem overwhelming at first with so many little bottles!”
- Felt: “I felt that way too. I remember my kit arriving and thinking, ‘Okay, now what?’ I was worried they would just sit in a drawer.”
- Found: “But what I found is that by starting with just one or two oils, like Lavender for my sleep and Lemon for my water, I quickly built my confidence. Plus, our community has amazing resources and guides to help you learn one step at a time. You’re never on your own.”
Why This Works for Wellness Consultants
The Feel, Felt, Found method is the ultimate tool for any trusted wellness consultant . It shifts the dynamic from a confrontation to a conversation. It allows you to educate and empower your customers without ever making them feel pressured or wrong.
Master this simple, three-step process, and you’ll be able to handle any question or objection with grace, confidence, and empathy.
Have you ever used the Feel, Felt, Found method? How did it work for you? Share your story in the comments!