Join me for this episode as I happily welcome Talia Lucernoni CVPM, SHRM-CP at Vetcor. Talia shares how she set up a phase-and-tier training program for both new and existing employees, explaining how when she first joined a clinic that was in the middle of a transition, she noticed a lot of role confusion and no clear guidelines on what different staff members were actually allowed to do. To fix this, she teamed up with the current leads to define job roles and skill levels—from VA levels 1 through 3 and into tech positions, making sure that the program covered both hard skills such as placing IV catheters and soft skills such as communication and advocating for clients. Hear how, for long-term staff, Talia put extra focus on their strengths and passions, shaping roles that matched what they loved most - whether that was nutrition, surgery, or managing the surgical schedule. With that approach, she was able to give veteran staff new titles and responsibilities that worked well for the clinic while also keeping them fulfilled! Her advice to other managers is to keep the tier system flexible so that it can adapt as technology and workflows change. She also encourages always keeping communication clear around expectations and career growth. At the end of the day, Talia's approach is about setting standards, opening up growth opportunities, and making sure experienced staff stay engaged and challenged. I hope that you enjoy my conversation with Talia Lucernoni! This episode is brought to you by Pyxis Pro. Pyxis Pro is the simple way to manage training for your vet practice. Create courses with quizzes, videos, and a built-in content library. Schedule your free demo today at PyxisPro.com!

Show Notes:

[2:26] - Hear how Talia has revamped roles at a transitioning clinic by defining skills, tiers, and individual goals. [5:29] - Talia highlighted soft skills, added time requirements, and slowed eager assistants to prevent mistakes. [7:24] - I worry that tiered training might stifle long-term employees' growth while onboarding new staff. [9:51] - Talia engages veteran techs by aligning tasks with personal passions. [12:01] - Hear how I created specialized titles for orthopedic staff but still struggle to motivate some remaining technicians. [15:17] - Talia suggests reframing tiers, using self-assessments, and clear paths to minimize staff disappointment. [17:41] - Talia promoted a longtime front desk staffer, structured onboarding, and stressed soft skills in training. [20:29] - I share having motivated a technician with clear project goals, leading to improved performance and attitude. [23:46] - Talia explains how she keeps training tiers flexible, updating tasks and adjusting expectations to fit changing needs. [26:54] - Staying grounded in your goals and customizing templates helps ensure effective, non-cookie-cutter growth pathways.

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