Feel, Felt, Found – Explaining Without Alienating

This is a great tool for responding when we disagree.

•  A three-step process that helps when a client comes in with a strong preconceived idea that may or may not be true 
  • Step 1: Feel. Saying “a lot of people feel that way” to acknowledge that they are not alone 
  • Step 2: Felt. Saying “I have felt a similar way” followed by the situation in which you did  
  • Step 3: Found. Saying “what I have found since I felt that way is this and here’s why I made that transition to where I am now”  
• Taking your pet owners on the feel, felt, found journey helps them understand why you’re saying what they’re saying in a way that acknowledges their preconceived thoughts

Examples: Flea prevention, table scraps as the main part of the diet

Discussion:

A pet owner tells you that they only use all-natural organic flea prevention, even though their pet is still having flea problems. How might you use Feel, Felt, Found to approach this?