Candi Kelley is the COO of TrainerTainment, which helps family entertainment businesses through training related to service, sales, and leadership. In this wide-ranging conversation, Candi discusses how the common thread that links each of these three initiatives together is the people aspect of the business, and that creating a guest-centric culture can ensure that the service that you provide leads to higher revenue and business success. Candi also shares her SOAR acronym for guest experience, which stands for surprise & delight, over-deliver, accommodate, and refine. We discuss examples from each component of the SOAR model, along with how to best empower employees to deliver on the expected standard. We also talk about the difference between coaching and discipline, and Candi’s philosophy is that if your coaching is effective and well-intentioned - you will never need to terminate an employee, because they will already have terminated themselves.