WHEN A CUSTOMER ASKS IF THEY ARE HARD OR SOFTUpdated 19 days ago

Provide clear product positioning

• Explain that most customers find the footwear instantly comfortable when first worn.

• Clarify that some customers may find them slightly firm initially.

Set expectation about firmness

• Inform the customer that the footbed is not cushiony or squishy.

• Explain that the footwear is supportive rather than soft foam-like.

Explain break-in process

• Inform the customer that after a few wears, the footbed moulds to the shape of their foot.

• Clarify that it will soften slightly over time as it adapts to their foot shape.

If customer compares to very soft footwear

• Clearly state the footwear is not designed to feel overly soft or squishy.

• Reinforce that the comfort comes from support and moulding to the foot.