A Simple Script to Navigate Tricky Client Conversations

How to Navigate Tricky Client Conversations with Empathy and Authority

A powerful 3-step script straight from this week’s Designer Sanity Mastermind

One of the best parts of our Designer Sanity Mastermind sessions is that they’re not just about strategy—they’re about real-life, in-the-moment problem-solving. We don’t just talk theory; we workshop the kinds of messy, emotional challenges designers face all the time. And this week, one of our members brought up a situation that sparked a really valuable conversation.

Here’s the scene:
They were working on a beautiful coastal home project, but the design direction was becoming... chaotic. The general contractor and the client had set a modest budget. But then the client’s daughter—who wasn’t paying for the project—started weighing in with high-end design preferences, pushing the scope far beyond what the numbers would allow.

Tensions were rising. The daughter was emotionally invested in the aesthetic, but dismissive of more budget-friendly choices. The designer felt stuck in the middle—trying to be respectful, but also realistic. That’s when another member chimed in with something that changed the tone of the conversation:

“Have you tried the Feel, Felt, Found framework?”

🌟 What Is the Feel, Felt, Found Framework?

It’s a simple 3-step script used in negotiation, sales, and emotionally sensitive conversations. What I love about it—and why it sparked such a lightbulb moment in our Mastermind—is that it balances empathy with authority. It helps you acknowledge a client’s emotion without surrendering your boundaries or expertise.

Here’s the formula:

✅ Feel – Empathize

Start by acknowledging the emotion. This shows you’re listening and human.

“I totally understand how you feel—this stage can be overwhelming, especially with so many decisions to make.”

✅ Felt – Relate

Let them know they’re not alone. This builds connection and trust.

“Many clients have felt the same way when they were excited about a design vision but trying to stay on budget.”

✅ Found – Reframe

Share what you’ve learned through experience—and gently guide them to a solution.

“What I’ve found is that starting with a solid, budget-aligned plan actually gives us more flexibility to upgrade later, without risking delays or surprises.”

It’s a respectful way to validate their concerns, while still redirecting the conversation toward a productive next step.

🧩 Why This Came Up in Mastermind

This wasn’t just about one tough project—it’s a situation most designers have faced at some point:

• A client says they want one thing… but their decisions tell a different story.

• A family member (or “design-savvy friend”) starts driving the aesthetic, but not the budget.

• You feel like you're walking a tightrope between people pleasing and protecting the project.

And in those moments, it’s easy to feel defensive, anxious, or unsure how to push back without creating tension. That’s why this framework was such a breakthrough. It gives designers a calm, clear script to lean on—one that acknowledges the client’s experience without compromising your process.

🛠️ How Designers Can Use This in the Real World

Here are a few situations where Feel, Felt, Found is a total lifesaver—and how to put it to use:

Scenario 1: Client Pushes for an Over-Budget Finish

Client: “I really want marble countertops. I don’t care what it costs—this is what I’ve always imagined.”

You:

“I totally understand how you feel—marble is gorgeous and timeless.
A lot of clients have felt that same pull toward high-end materials when imagining their dream space.
What I’ve found is that we can often get a very similar look with quartz or another alternative that allows us to stay within budget and invest in other key design moments.”

Scenario 2: A Family Member Is Undermining the Budget

Client’s Daughter: “Why are you even considering these basic options? This isn’t the level of design we’re looking for.”

You:

“I hear you—it can be disappointing when a material doesn’t match the full vision you have in your head.
Others have felt that same way during the early stages of design.
What I’ve found is that starting with a foundational plan that fits the actual budget lets us move forward confidently—and then layer in premium choices when the numbers align.”

Scenario 3: The Client Is Feeling Buyer’s Remorse

Client: “This is all costing more than I expected. Maybe we shouldn’t do this at all.”

You:

“I understand how you feel—this process can feel overwhelming when costs start to add up.
Many clients have felt this way, especially in today’s market with pricing fluctuations.
What we’ve found is that breaking the project into phases and focusing on the highest-impact areas first helps people feel more in control and excited again.”

💬 Why This Script Works

• It validates emotion without letting it derail the process.

• It builds rapport, rather than resistance.

• It lets you stay in control of the conversation without being combative.

• And maybe most importantly—it keeps you calm and confident in the middle of a storm.

It’s especially powerful in emotionally charged projects, family-influenced designs, or when clients are stretching beyond what’s realistic.

💡 Final Thought: Learn It, Use It, Share It

The reason this tip came up in Mastermind is because our members trust each other to share the good stuff. We talk openly about what’s not working—and we crowdsource better ways. Feel, Felt, Found wasn’t just a nice idea from a book. It was a real tool, from a real designer, dealing with a real problem.

This is exactly what Designer Sanity is all about: supporting each other in the trenches.

So next time a conversation starts to feel dicey, try pausing and walking yourself through this three-part script. It might just be the thing that shifts the entire tone—and brings the project back into alignment.

Want to join a Mastermind call like this one?
[Click here to learn more about the Designer Sanity Circle.]
We’d love to have you in the room where this kind of wisdom gets passed around.