Customer Avatar System
The system is the constant. The avatar changes based on who walks in the door.
How This Works
The OMG Operating System serves ANY business owner stuck in the operator trap. This document defines the avatar framework—a modular system for understanding and speaking to different types of clients.
Each avatar shares the same core pain: They built a business that now owns them instead of the other way around. The specifics differ by industry, but the transformation is universal.
Universal Pain Points (All Avatars)
Every avatar we serve shares these fundamental struggles:
| Pain Point | The Feeling | What They Say |
|---|---|---|
| Bottleneck | Everything flows through me | "I can't take a day off without fires starting" |
| Time Poverty | Making money but no life | "I'm successful on paper but exhausted in reality" |
| Scaling Ceiling | Can't grow without breaking | "To make more, I have to work more" |
| Team Dependency | Good people, inconsistent results | "They don't do it like I would" |
| Opportunity Cost | Working IN not ON | "I'm too busy delivering to grow" |
Avatar 1: Service Business Owner
"I'm making good money, but I'm chained to the phone and the jobs."
Demographics
| Attribute | Value |
|---|---|
| Industries | Cleaning, HVAC, Restoration, Plumbing, Landscaping, Med Spa, Dental |
| Revenue | $500K - $5M annually |
| Team Size | 5-30 employees |
| Age | 35-55 |
| Location | Local/regional service area |
Psychographics
{
"avatar_id": "service_business_owner",
"core_desire": "Freedom from daily operations without revenue collapse",
"biggest_fear": "Missing calls = missing revenue. Being the single point of failure.",
"identity_statement": "I'm a business owner who became an operator. I want to be a CEO.",
"values": ["Family time", "Financial security", "Reputation", "Team loyalty", "Community"],
"pain_points": [
{
"id": "phone_slavery",
"statement": "I can't miss a call—that's money walking away.",
"emotional_weight": 0.95
},
{
"id": "team_management",
"statement": "Half my day is managing people instead of growing.",
"emotional_weight": 0.85
},
{
"id": "manual_everything",
"statement": "We're still doing too much by hand. Sticky notes everywhere.",
"emotional_weight": 0.80
},
{
"id": "no_systems",
"statement": "If I got hit by a bus, this place would fall apart.",
"emotional_weight": 0.90
}
],
"triggers": {
"emotional": [
"Missed a kid's game because of a customer call",
"Vacation where they worked every day",
"Lost a big job to a competitor who answered faster"
],
"logical": [
"Revenue plateau for 6+ months",
"Key employee quit from burnout",
"Realized they're the only one who can quote jobs"
]
}
}
Voice Matching
| Principle | How To Speak |
|---|---|
| Relatable | "We run a $5M restoration company. We know what it's like." |
| Practical | Skip theory. Show the system working. |
| ROI-focused | "How many calls did you miss last month? What's each one worth?" |
| Respect their grind | They built something real. Honor that before offering help. |
Avatar 2: Agency Founder
"I have a team, but I'm still in every deliverable."
Demographics
| Attribute | Value |
|---|---|
| Industries | Marketing, Creative, Consulting, Development |
| Revenue | $200K - $2M annually |
| Team Size | 3-15 people (employees + contractors) |
| Age | 28-45 |
| Location | Often remote/distributed |
Psychographics
{
"avatar_id": "agency_founder",
"core_desire": "Exit the delivery seat and become a true CEO",
"biggest_fear": "Quality drops without my oversight. Clients leave.",
"identity_statement": "I'm not a solopreneur. I'm a CEO trapped in an operator role.",
"values": ["Speed", "Competence", "Autonomy", "Leverage", "Reputation"],
"pain_points": [
{
"id": "delivery_trap",
"statement": "I'm still the best closer, writer, or strategist on the team.",
"emotional_weight": 0.95
},
{
"id": "process_variance",
"statement": "Good people, but they don't follow the process consistently.",
"emotional_weight": 0.85
},
{
"id": "scaling_ceiling",
"statement": "I can't grow past this revenue without killing myself.",
"emotional_weight": 0.90
},
{
"id": "client_dependency",
"statement": "Clients want to talk to ME, not my team.",
"emotional_weight": 0.80
}
],
"triggers": {
"emotional": [
"Worked 70-hour week to save a client relationship",
"Realized they're the bottleneck in their own agency",
"Competitor scaled past them with a smaller team"
],
"logical": [
"Calculated their effective hourly rate (it's embarrassing)",
"Lost a team member to burnout",
"Saw what documented SOPs could do for delivery"
]
}
}
Voice Matching
| Principle | How To Speak |
|---|---|
| Peer-to-peer | Fellow founder, not a vendor |
| Sophisticated | They know marketing. Don't explain basics. |
| Systems-focused | They love frameworks and named methods |
| Time = money | "What's your time worth? Let's do the math." |
Avatar 3: Real Estate Professional
"I'm always showing homes. I miss half my leads."
Demographics
| Attribute | Value |
|---|---|
| Industries | Residential agents, Brokers, Property managers |
| Revenue | $150K - $1M+ (commission-based) |
| Team Size | Solo or small team (1-5) |
| Age | 30-55 |
| Location | Local market focused |
Psychographics
{
"avatar_id": "real_estate_pro",
"core_desire": "Never miss a lead. First to respond wins.",
"biggest_fear": "Someone else got there first.",
"identity_statement": "I'm great at closing. I'm terrible at follow-up.",
"values": ["Speed", "Relationships", "Reputation", "Income", "Flexibility"],
"pain_points": [
{
"id": "speed_to_lead",
"statement": "By the time I call back, they've talked to three other agents.",
"emotional_weight": 0.98
},
{
"id": "showing_conflict",
"statement": "I'm showing houses when new leads come in. Can't do both.",
"emotional_weight": 0.95
},
{
"id": "follow_up_failure",
"statement": "I have 200 leads in my CRM I haven't touched in months.",
"emotional_weight": 0.85
},
{
"id": "past_client_neglect",
"statement": "My past clients forget about me until they need to sell again.",
"emotional_weight": 0.75
}
],
"triggers": {
"emotional": [
"Lost a $30K commission because they didn't respond fast enough",
"Client said 'I went with the first agent who called me back'",
"Realized Zillow leads are going to voicemail"
],
"logical": [
"78% of sales go to the first responder (they know this stat)",
"Calculated cost of missed leads per month",
"Saw a competitor using AI to answer calls"
]
}
}
Voice Matching
| Principle | How To Speak |
|---|---|
| Commission math | "One missed lead = $10-30K gone" |
| Speed obsessed | Lead with response time stats |
| Tech-savvy | They use Zillow, DocuSign, CRMs already |
| Referral focused | Past clients are gold—automate the touches |
Avatar 4: Professional Services Owner
"My time IS the product. I can't scale me."
Demographics
| Attribute | Value |
|---|---|
| Industries | Legal, Accounting, Consulting, Coaching, Financial Advisors |
| Revenue | $300K - $3M annually |
| Team Size | 2-20 (often junior staff + admin) |
| Age | 35-60 |
| Location | Local or virtual practice |
Psychographics
{
"avatar_id": "professional_services",
"core_desire": "Break the time-for-money ceiling",
"biggest_fear": "Quality suffers without my direct involvement",
"identity_statement": "I am the product. That's the problem.",
"values": ["Expertise", "Reputation", "Client relationships", "Income", "Legacy"],
"pain_points": [
{
"id": "capacity_ceiling",
"statement": "I can only bill so many hours. That's my income cap.",
"emotional_weight": 0.95
},
{
"id": "admin_burden",
"statement": "I spend 40% of my time on things that don't bill.",
"emotional_weight": 0.90
},
{
"id": "client_acquisition",
"statement": "I'm too busy serving clients to find new ones.",
"emotional_weight": 0.85
},
{
"id": "delegation_fear",
"statement": "I can't trust junior staff with client relationships.",
"emotional_weight": 0.80
}
],
"triggers": {
"emotional": [
"Turned down a great client because they had no capacity",
"Realized they're working harder at 50 than they did at 30",
"Saw a competitor scale with a productized service model"
],
"logical": [
"Calculated non-billable hours per week (it's 50%+)",
"Recognized intake process is manual and slow",
"Saw what AI could do for initial consultations"
]
}
}
How To Use This Document
When a New Lead Comes In:
- Identify the avatar — Which profile fits best?
- Pull their pain points — Use their exact language in conversations
- Match your voice — Adjust tone per avatar guidelines
- Counter objections — Each avatar has predictable pushback
When Creating Content:
- Pick an avatar — Who is this piece for?
- Lead with their pain — Use the high-weight pain points
- Use trigger scenarios — Reference their breaking point moments
- Speak their language — Match voice guidelines
When Building Their System:
- Same OMG Operating System — Core components don't change
- Configure for their vertical — Voice agent scripts, pipeline stages, content types
- Use their words — Templates reference their specific pain points
SYSTEM_INSTRUCTIONS
entity_type: customer_avatar_system
brand_id: omg_xperience
version: 3.0
last_updated: 2025-12-18
avatar_framework: modular
note: "Avatars are swappable modules. The OMG Operating System works for all."
Adding New Avatars
When a new vertical emerges, create an avatar following this template:
{
"avatar_id": "[industry]_[role]",
"core_desire": "One sentence transformation",
"biggest_fear": "What keeps them up at night",
"identity_statement": "How they see themselves vs. want to be seen",
"values": ["5 core values"],
"pain_points": [
{
"id": "snake_case_name",
"statement": "In their exact words",
"emotional_weight": 0.0-1.0
}
],
"triggers": {
"emotional": ["3 breaking point moments"],
"logical": ["3 data/evidence realizations"]
}
}
Remember
The system is the constant. The avatar changes based on who walks in the door.
OMG Operating System components work for everyone:
- ✅ Voice Agents
- ✅ GHL Pipelines/Workflows
- ✅ StoryBrand Messaging
- ✅ Nurture Automations
- ✅ Content Systems
The avatars help us speak their language. The system solves their problem.