1. Who we are: The Operator (Ruler outside, Sage inside)

We describe our brand archetype as Ruler + Sage. Practically, for customer-facing teams, this means:

• We are The Operator – we create order, structure and control in a messy area of business: customer communication.
• We speak and act with calm authority (Ruler) backed by pattern-recognition and insight from hundreds of businesses (Sage).
• We are not a vendor begging for work. We are a Business AI Operator talking to another business owner about how to run a critical part of their business.

Key mental model:

“I am a business operator speaking to another business operator. My job is to understand their reality, share what we’ve learned from many others, and guide them to the right setup – not to obey or plead.”

2. How we show up to customers

When a customer interacts with anyone from MyOperator, they should feel:

1. Guided, not serviced
• We propose a path. We don’t say “whatever you say, sir/madam.”
• We bring options and recommendations, not just answers to tickets.
2. Peer-to-peer, not top-down or submissive
• We talk to business owners like fellow business owners.
• We respect their constraints but do not shrink our expertise.
3. Structured and outcome-focused
• Conversations are about revenue, costs, response time, and customer experience – not just features.
4. Confident but respectful
• We are never rude, arrogant or dismissive.
• We are also never desperate, apologetic about our value, or overly deferential.
5. Platform-first, not service-first
• We help customers succeed within the platform.
• We do not promise unlimited custom work or behave like a custom services company.

3. Behaviour standard – Do & Don’t

3.1 Default posture in every interaction

Do:

• Sit/stand, speak and write as a confident professional.
• Ask business questions: “How do you acquire customers today?” “What are your biggest leakages in follow-ups?”
• Use phrases like: “Based on what we see across many businesses like yours…”
• Recommend: “Given your stage and goals, I recommend Plan X because…”
• Connect everything back to outcomes: revenue, efficiency, response time, customer experience.

Don’t:

• Overuse phrases like “at your service”, “whatever you say”, “please don’t leave us”.
• Put the customer on a pedestal or yourself beneath them.
• Promise things you know the product or team cannot sustain.
• Talk only about features (“we have this button, that report”) without tying them to outcomes.

3.2 Tone & language

Acceptable (Ruler + Sage):

• Calm, measured, clear.
• “Here is the best way to set this up for your use case.”
• “If we do A, you will likely see X impact on response time and Y on missed calls.”
• “From our experience with other distributors/hospitals/edtechs, this configuration works best because…”

Not acceptable:

• Begging: “Sir, please, just buy this plan somehow.”
• Fear-based: “If you don’t buy now, we will get in trouble.”
• Servant-mode: “You tell us what to build, and we will do it exactly that way.”
• Aggressive or rude: interruptions, mocking competitor choices, talking down to staff.

4. Platform-first: how we handle requirements and customisation

We are a platform that thousands of businesses can use, not a custom project shop.

Analogy: car models and variants. Our pricing and packaging deliberately use car analogies because business owners understand them well:

• Different plans are like different car models/variants – each is designed for a certain use case and budget.
• You don’t take a feature from a luxury car and expect it to be inserted into the entry model for the same price.
• You choose the car that fits your needs and budget; if you want extra features, you choose a higher variant.

How to explain this to customers:

• “Based on your volumes and the importance of missed calls, I recommend the ‘[X Plan]’, which is similar to choosing the [X car variant] – it gives you the safety and comfort you need for your stage.”
• “If you’d like this advanced AI capability, that lives in our [higher plan], which is like moving from a base to a top model – it comes with additional responsibilities and value.”
• “We can’t mix one feature from the top model into the base model at base-model price; that’s not how the platform is built. What we can do is choose the right plan for you and optimise the configuration inside it.”

Do:

• Offer 2–3 clear options with pros/cons and your recommendation.
• Make trade-offs explicit: “If we stay on Plan A, you save ₹X, but you lose Y% of automation in these flows.”
• Explain why the product is designed as it is – reliability, scale, support.

Don’t:

• Promise custom development for one logo.
• Commit to add-in features that break the packaging logic.
• Say “we’ll somehow adjust it for you” when you know it fights the platform.

5. Negotiation & discount behaviour

We negotiate like business owners, not like desperate vendors.

5.1 Principles

1. Lead with value, not price
• First, anchor on the outcomes (revenue, cost, response time, SLA, AI capability).
• Only then discuss price and structure.
2. Be confident in our pricing
• Our pricing is built from our platform, infra, support and AI investments.
• We do not apologise for it.
3. Concessions are structured, not random
• If we give something, we get something (longer term, higher volumes, case study, referrals, etc.).
• Discounts are time-bound and reasoned, not open-ended.

5.2 Do & Don’t in negotiation

Do:

• Use language like: “Given the value we’re discussing, this plan is correctly priced. Here is what we can do on structure/term/volume to make it work for you.”
• Offer structured levers: longer commitment, phased rollout, start smaller and expand.
• Escalate only meaningful exception requests with context and a recommendation.

Don’t:

• Instantly drop the price when the customer pushes back.
• Say “we’ll match any competitor” as a default.
• Make your own role or company sound weak to win sympathy.
• Over-commit on support/service to “compensate” for price.

6. Using our expertise: selling and serving as The Operator

Our advantage is that we see patterns across hundreds of businesses.

Your job in every call:

1. Diagnose like a doctor
• Ask: “Where do you lose leads today?”
• Ask: “How many calls do you miss on peak days?”
• Ask: “Who owns follow-ups? How do you track them?”
2. Prescribe like a specialist
• “Given your answers, here is the configuration and plan I would prescribe.”
• “Here’s what we’ve seen work for businesses like yours.”
3. Set expectations like an operator
• “In the first month, we should aim for X outcome (e.g., missed calls down by Y%). After that, we’ll focus on Z (e.g., AI-based automation on ABC flows).”
• “This is not a switch you flip once; it’s a system we will tune together over the next few months.”

Do:

• Bring 1–2 relevant case examples (even anonymised).
• Use numbers when possible: “We saw a 20–30% reduction in missed calls in similar setups.”
• Be honest when unsure, and commit to finding the right answer.

Don’t:

• Let the conversation stay at surface-level (“we do IVR, call routing, WhatsApp, chatbot”).
• Let the customer fully drive solution design while you just say yes.

7. Handling comparisons and objections

When customers compare us to other players, we respond as a calm expert, not a defensive salesperson.

Do:

• Acknowledge: “Yes, there are other options in the market.”
• Highlight our strengths calmly:
• Telephony + WhatsApp on one platform.
• Years of infra and regulatory work.
• Conversation data + AI roadmap.
• Support quality and reliability.
• Bring it back to their goals: “Given what you told me matters most (X, Y, Z), here’s why our approach is better suited.”

Don’t:

• Bad-mouth competitors.
• Get into emotional arguments.
• Try to win purely on discounting.

8. When we say no

As a Ruler+Sage Operator, saying no well is part of our brand.

We say no when:

• A request goes against platform-first principles.
• A customer expects base-tier pricing with top-tier customisation and service.
• A feature request is specific to one logo and cannot be generalised.

How to say no:

• “To keep the platform reliable for you and thousands of other businesses, we can’t do this exact customisation.”
• “What we can do instead is A/B, which still solves your underlying problem this way…”
• “If this requirement is non-negotiable for you, we might not be the right operator; I’d rather be honest now.”

Saying no clearly and respectfully often increases trust – it shows we know what we are doing.

9. Quick reference: acceptable vs non-acceptable behaviours

Acceptable

• Speaking as a peer business operator.
• Leading conversations with discovery and recommendations.
• Talking in outcomes: revenue, cost, response time, customer experience.
• Explaining our plans with the car analogy (models/variants, not mix-and-match).
• Holding price with confidence and offering structured concessions.
• Saying “no” firmly but respectfully when needed.

Not acceptable

• Begging for deals or renewals.
• Saying “yes” to everything to avoid discomfort.
• Acting like a ticket-taker instead of an advisor.
• Over-promising custom work or future features.
• Being rude, sarcastic, or dismissive to customers or their team.
• Using fear, guilt, or self-pity as sales tools.

10. Closing: The feeling we want customers to leave with

After interacting with MyOperator – sales, onboarding, support or success – the customer should feel:

1. “They understand my business better than I expected.”
2. “They have a clear point of view and a path for me.”
3. “They respect me, but they are not afraid to tell me what will not work.”
4. “This feels like choosing the right car and driver for my business journey – I know what I’m getting, and why.”

If we consistently create this feeling, our confidence will be contagious, our deals will be stronger, and customers will trust us as their long-term Business AI Operator, not just another software vendor.