The key to business success is customer loyalty and retention. I thought the customer service video below showed a great technique on how to handle customers over the phone. So many small businesses just miss the boat when it comes to business profit. They real profit comes from retaining customers and having them buy over and over again. Why? Well, think about it, your small business does not have to spend on marketing and new customer acquisition costs. I see so many small businesses always chasing the next customer. They don't realize they are already have a gold mine in their own customer base.