In my experience, knowing your customer goes a long way. I guess this would go under the sales category of any job.
Offering a maintenance package to one customer may be perceived as an annoying up-sell, while another will follow the same course as your friend and the lawyer if you *don’t* offer the whole package. Feeling this out can be a challenge. I find it often isn’t about his needs, so much as it is his *wants*. No matter what the trusted professional says, some people just feel better if they spend a lot of money, and some people will just drive it til the wheels fall off (literally, in my profession).
Also, the “Hello Again” is beginning to sound natural.