Podcast Summary – How Empathy and Experience Shape Success in L&D Partnerships with Lori Fancher of TrainingPros
A Natural Path into Learning and Development
Lori Fancher’s path into L&D may have started with college assessments that pegged her as a teacher, but her journey was shaped by experience. Early roles in hospitality and telecommunications gave her chances to lead informal training, and she “loved it” the moment she stepped into a classroom with adult learners. From facilitating quality programs at Nortel to delivering communication training at AT&T, Lori sought out every opportunity to teach; even while holding non-training jobs.
After completing a master’s in Adult Learning and Human Resource Development (and later earning her PhD), she landed an internship at UPS. There, she spent years developing impactful corporate training programs, evolving her expertise in performance and culture. Eventually, a family move to California led her to Delta Dental, where she reconnected with TrainingPros. When the company expanded, Lori officially joined as a Relationship Manager. Today, she says she thrives on the variety and camaraderie: “working alongside great colleagues who also come from the L&D space.”
How the Role of Consultants Has Changed
One of the biggest shifts Lori has seen is how deeply embedded L&D consultants have become within client organizations. She notes that although her consultants are remote, they “become like family” and often go “native,” adopting the client’s culture and saying “we” when referring to team projects. It’s a sign of successful integration, built on trust and quality.
You can’t be in L&D if you’re not a helper.
This transformation is supported by Lori and her colleagues who provide tailored support through services like custom learning solutions and L&D staffing. From instructional design consultants to leadership development, Lori ensures the right resources are deployed. “As you make progress with your project, it could morph,” she explains, and the ability to anticipate those changes is where real value emerges.
Driving Impact Beyond Training
With a background in performance consulting, Lori emphasizes that “not everything can be a training program.” She encourages clients to investigate cultural and systemic influences that may be affecting outcomes. This mindset helped her lead award-winning client partnerships.
She proudly reflects on helping a large organization win a Brandon Hall Award, including Gold for Best Learning Team. Her TrainingPros consultants were long-term partners on the transformation effort, and Lori managed the entire application process; from interviews to writing to approvals. As she puts it, “they thought of TrainingPros as the vendor who helped them solidify their team.”
The award-winning Brandon Hall project that Lori led was more than a documentation win—it was a major change initiative that spanned over 18 months. The client, a multinational firm, was shifting how it approached lifecycle maintenance across global business units. Lori’s team of consultants worked closely with internal stakeholders to design scalable training, revamp SOPs, and create peer mentoring systems. The team supported over 4,000 learners and helped reduce repeat errors by more than 30%. Lori guided the award application process, gathering success stories and metrics to show how the learning solution directly tied to performance outcomes.
Behind the Scenes of Client Success
Behind each successful project is Lori’s ability to scope work with precision. She starts by deeply listening: What are the business goals? Who are the stakeholders? What’s the ideal outcome? And how will we know we got there? Once she has a clear picture, she maps talent to need, using a matrix of capabilities, industry experience, and culture fit. Lori also manages expectations with clarity, helping clients prepare for project pivots or scope creep. Her practitioner background means she doesn’t just staff a project. She consults on it from day one.
Being able to anticipate those needs over time is what I feel provides the most value for the client, and that’s what I enjoy—providing value for the client and helping them find good people for their projects.
Sample Needs Analysis Report
Mentorship That Feels Personal
Lori’s passion for helping others isn’t limited to learning projects. She brings the same energy to mentoring both clients and consultants. She describes the consultant relationship as deeply personal: “I get to walk through some of their life experiences with them.”
By facilitating virtual team connections and checking in regularly, Lori keeps even the most remote teams feeling connected. For clients, she functions as a strategic partner and trusted sounding board. Whether it’s advising on performance consulting or coaching through a change initiative, her empathy and strategic thinking make her indispensable.
Lori also believes in building sustainable career paths for consultants; not just placing them into one-off roles. She recalls helping one consultant navigate a cross-country move by matching them with a fully remote client, then advocating to extend the contract based on their results. In another instance, she supported a senior facilitator returning to work after a family leave, ensuring they were placed in a flexible environment. By getting to know each person individually, she ensures each match supports both professional growth and personal well-being.
What Makes a Great L&D Professional Today
According to Lori, great consultants have three core qualities: adaptability, integrity, and empathy. Clients rehire people who “can flex to whatever the needs are,” she says. But it goes deeper than that. Leaders want someone who understands their management style, their team dynamics, and how the work gets done.
“I can turn this project over and trust I’m going to get the result I’m used to,” she explains, summing up why experience matters. Lori believes those with a “helper” mindset (people drawn to serve and support others) naturally thrive in L&D.
Books and Resources That Shape Her Approach
Lori keeps two favorite books within reach. First is The HR Scorecard by Dave Ulrich, which she says is a visual, strategic tool for mapping how L&D impacts business outcomes. Second is Scrum: The Art of Doing Twice the Work in Half the Time by Jeff and JJ Sutherland. She read it on vacation and returned with a whole new approach to productivity.
For newer professionals, she recommends the very podcast she appears on—Learning Leader Spotlight—for its range of insights across industries. Other helpful resources include TrainingPros’ free onboarding guide and skills-based development toolkit
What Skills Do Learning Leaders Value Most in 2025?
Final Thoughts: Service Over Everything
Lori Fancher’s journey in L&D is fueled by one belief: “You can’t be in L&D if you’re not a helper.” From award-winning client partnerships to mentoring consultants during life changes, she shows that service is the cornerstone of success.
Her advice to leaders juggling projects and pressure? Don’t go it alone. Tap into experts who understand your world and can support your vision from day one.
Ready to Work with Us?
Does your L&D team have more projects than people? TrainingPros has been named a Top 20 Staffing Company internationally by Training Industry, and recognized as a Smartchoice® Preferred Provider by Brandon Hall Group for 2025. We’re also proud to be named a Champion of Learning by the Association for Talent Development (ATD)—an international honor that reflects our dedication to excellence in corporate learning. These accolades underscore TrainingPros’ unwavering commitment to delivering high-quality, tailored training solutions.
If your projects need instructional design consultants, eLearning developers, or other learning & development consultants for your custom content projects, reach out to one of our industry-expert relationship managers today.
When you have more projects than people™, let TrainingPros find the right consultant to start your project with confidence. Schedule a consultation today.
