The customer's happy on the call, and I know the bigger plan would genuinely help them. But the words stick in my throat, because I don't want to sound like I'm just reaching for their wallet. So sometimes I offer it and sometimes I let the moment pass, and I'm never sure I read it right.
More people experience this than they realize.
You know the upgrade would help the customer but freeze on when and how to offer it without sounding greedy.
If this sounds familiar, the Library can help you find the bigger picture.