I never thought this would be a high-priority topic—or even a blog post topic at all. But a recent incident brought it to my attention.   A Story of When Upselling Went Wrong I was working on a training project out of town and realized I needed a rental car. Since I was already at the office, the company arranged for a car to be picked up at a nearby hotel. How convenient! My colleague and I headed over and found a very small rental counter tucked in a corner of the lobby. The … [Read more...]