🦃 Thanksgiving Holiday Closure Alert

In celebration of the Thanksgiving holiday, ALL NSM United States locations will be closed on Thursday, November 27, and Friday, November 28.

Please note — there will be no HEARTS Beat issue on Tuesday, November 25 prior to the holiday. 

Wishing you and your loved ones a safe and happy Thanksgiving! 💙

 

 

November 11, 2025

 

NSM Open Enrollment: Make Your Selections Before the Friday 11/14 Deadline!

Open Enrollment is CLOSING THIS FRIDAY, November 14! If you missed the initial announcement, you can view it here. Please take a few minutes to review the materials and familiarize yourself with the available resources. ALL benefits eligible employees must complete enrollment, even if you plan to keep the same plans or waive medical coverage.

🎥 New Video Resource: A new Open Enrollment overview video is now available through NSM University. This optional training is open to all employees, and a link is also posted on the WNSM Open Enrollment page. 

If you have any questions, please reach out to the NSM Benefits Team at benefits@nsm-seating.com. 

 

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COMPANY

 

Telephony Migration Update: RingCentral Transition Progress

The transition from Fuze to RingCentral continues to move forward as planned. To date, 851 of 1,630 phone numbers have successfully migrated to the new platform—restoring former Fuze numbers for both calling and texting capabilities.

The remaining numbers are scheduled for migration on Wednesday, November 12, with additional updates to follow. 

Click here for step-by-step instructions to confirm whether their number was included in the most recent migration.

Crispin's November Update: One Team, United by a Common Mission to Continue to Serve Clients Better

In this month’s CEO Update, Crispin highlights important operational changes, recognizes the challenges we’ve encountered, and reinforces our ongoing commitment to serving clients more effectively. The update also includes news on Centralized Client Services, the Spark Tank innovation challenge, and a pilot client satisfaction survey that has already reached a 12% completion rate and produced 4- and 5-star Google Reviews at participating branches, along with other key developments. Click here to view the full November update. 

New Client Satisfaction Survey Process Pilot Seeing 12% Completion Rate

Client feedback is key to improving the experience we deliver. Last month, we launched a pilot in the NorCal region with an updated satisfaction survey process designed to make it easier for clients to share their feedback.

For years, we’ve used Press Ganey to send 36-question surveys by mail or email after an order is delivered. But response rates have dropped and fewer than 3% of clients completed a survey in 2024. To improve client survey response rate, we’re moving to a shorter, more timely survey sent by text message.

The new survey will be just 3-5 questions and sent at three key points:

• After evaluation
• After funding approval
• After order delivery

This “pulse survey” approach will help us better understand the client experience throughout the process- not just at the end. 

To date, we are already seeing a 12% survey completion rate! In addition, the majority of the surveys are resulting in 4 and 5-star Google Ratings also being left for the branches participating in the pilot! We will keep you updated as we work to expand this pilot to more regions through the end of the year.

Spark Tank Innovation Challenge: Submit by November 25!

We’re thrilled by the amazing response to Spark Tank, NSM’s company-wide innovation challenge! Since launch, we’ve received over 185 ideas -  including an impressive 35 submissions in just the first four hours.

At NSM, innovation starts with you — the people who know our work best. Your creativity, insight, and passion are what move us forward. Every idea, big or small, helps shape the future of how we serve our clients and each other.

💡Don’t forget: Spark Tank is open through November 25, and up to five winners will each receive $2,000. 

There’s still time to make your mark — submit your ideas HERE!

 

Keep the Momentum Going: Your Ask Drives NSM’s Google Reviews!

October was a strong month — 206 total Google Reviews and a 4.4 overall rating. Every review tells the story of a client’s experience and shapes how the world sees NSM. Let's keep the momentum going: ask happy clients, share the love, and watch our reviews soar!

October Google Review Rating Update by Division

• Access Standalone: 5.0 (4 total reviews)
• Canada: 4.4 (20 total reviews) 
• North Division: 4.5 (57 total reviews)
• South Division: 4.5 (83 reviews) 
• West Division: 3.8 (42 reviews)

2025 Year-to-Date Google Review Rating Update by Division 

• Access Standalone: 4.7 (76 reviews YTD)
• Canada: 4.8 (300 reviews YTD)
• North Division: 4.4 (533 reviews YTD)
• South Division: 4.5 (799 reviews YTD) 
• West Division: 4.0 (336 reviews YTD)

Branch Performance Snapshot

• 56% of NSM branches are hitting 4.0–5.0 — fantastic!
• 15% of NSM branches are on the cusp of our 4.0 average goal at 3.5–3.9 — let’s push them over the goal line!
• 29% of NSM branches are below 3.4 — an opportunity to rally your teams and make a real impact.

💡 Pro Tip: A quick, friendly ask — “Would you mind leaving us a review?” — works every time. Celebrate the wins, coach where needed, and keep asking happy clients. Every review counts — and you make it happen!

Helpful Links

• Click here to download and view the current leaderboard.
• Click here for helpful Google Review Resources.

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PEOPLE

 

A Veterans Day Message from Crispin | Honoring All Who Served

Today, on Veterans Day, we pause to honor and thank all who have served in the armed forces. Your courage, dedication, and sacrifices protect the freedoms we often take for granted, and for that, we are truly grateful.

At NSM, we are proud to have veterans among our team, and we recognize the unique perspectives, discipline, and resilience you bring to our workplace every day. We also honor the sacrifices made by loved ones of those who serve or served in the military—the late nights, the long deployments, and the unwavering support that makes service possible.

Thank you for your service and the example of commitment and selflessness you set every day.


Crispin Teufel
NSM CEO

 

NSM Training Spotlight: NSM’s Home Access Inside Sales Team Strengthens Skills & Builds Alignment

NSM's Home Access Inside Sales team recently came together for a two-day training and development workshop focused on sharpening product knowledge, streamlining sales processes, and elevating the customer experience.

Through a mix of role-play exercises, product deep dives, and open discussions, the team worked to strengthen communication, build confidence, and align around consistent best practices. The collaborative environment encouraged idea-sharing and problem-solving, helping team members learn from each other’s experiences and approaches.

Participants left the workshop energized and aligned, with clear takeaways to improve lead management, shorten the sales cycle, and strengthen coordination with field teams. The sessions also reinforced a shared commitment to delivering exceptional service and supporting customers throughout their journey.

A big thank-you to Ann Mahaffey, Darren Lowman, Stephanie Buckley, Matt Pierce, and Crispin Teufel for their leadership, engagement, and support in making this workshop a success!

Winter Weather Safety: Quick & Easy Reminders

Heads Up: Winter is here — icy roads, sidewalks, and parking lots increase the risk of accidents and injuries. Keep yourself and your team safe with these quick tips.
 
On the Road 

• Slow down and leave extra travel time.
• Stay alert — conditions can change quickly.
• Remind teammates: snow, ice, and slush increase crash risk.

Around the Workplace 

• Watch for icy entrances, steps, and parking lots. Move deliberately and use handrails.
• Speak up if hazards are spotted.

Quick Winter Facts 

• 24% of weather-related crashes happen on snow/ice/slush.
• 1,300+ people die on winter roads annually; 116,000+ are injured.
• 20,000+ workplace injuries yearly involve ice, snow, or sleet.

Simple Safety Actions 

• Clear and salt entrances/exits.
• Wear warm, slip-resistant footwear. 
• Move slowly when entering/exiting vehicles.
• Look out for your teammates — help each other stay safe. 

Be Vigilant. Be Safe.
We want every member of our NSM team to stay safe this winter season — at work, on the road, and at home.

November Employee Milestone Anniversaries 

Click here to see which NSM employees are celebrating a November milestone anniversary of 5, 10, 15, 20, 25, 30 or 35 years. Congratulations on your anniversary. Thank you for your service! 

Level Up: NSM’s Learning Management System (LMS) Gets a Smart, Modern Makeover

NSM is excited to launch the redesigned Learning Management System (LMS)—faster, smarter, and easier to use.

What’s New:

• Clean, Personalized Interface: Simple layout with home, job, and resource pages.

• Streamlined Navigation: All role-specific training in one place—no extra clicks.

• Mobile-Ready: Learn anytime via the Go Learn app on iOS and Android.

• Enhanced Reporting: Managers can track progress with the new Insights Dashboard; advanced features coming in 2026.

Built on Feedback: Your input shaped the redesign! Share thoughts at NSMTraining@nsm-seating.com.

This isn’t just an upgrade—it’s smarter learning, better data, and stronger outcomes for everyone at NSM.

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PURPOSE

 

Building Stronger Connections: 1,898 Clients (and Counting!) Have Opted In

Last week, NSM's Corporate Communications Team officially launched our Client Opt-In Campaign — to build a strong, engaged list of clients who want to hear from us. So far, the response has been good, with 2,020 clients opting in to stay connected with NSM through our upcoming monthly client newsletter. The initial campaign will continue for another week, and we’ll keep reaching out to new clients on an ongoing basis to ensure they don’t miss out on future updates.

This initiative helps us strengthen relationships with the people we serve by delivering valuable updates, helpful resources, and inspiring stories directly to their inboxes each month.

Next up, we’ll roll out the first issue in mid-November, featuring helpful tips, client spotlights, and company news designed to keep clients informed and engaged. 

What’s Inside Each Issue

💡 Helpful tips & resources
🏠 NSM360 service spotlights
⚙️ Product innovations
❤️ Inspiring client stories
🤝 Care & service updates
🎉 Polls, surveys & more!

Why it matters

By keeping clients informed and engaged, we enhance their overall experience with NSM, helping to reinforce our position as their mobility solutions partner.

How you can help:

• Encourage clients to opt in to receive updates from NSM if they ask you about it —  it’s a simple way for them to stay informed and connected.
• Share your client mission moments! Send us your client mission moments to Feedback@nsm-seating.com with a completed media release so we can highlight them in future newsletters.  

We’re excited to see the impact this opt-in campaign and monthly newsletter will have in keeping our clients informed, empowered, and connected. Together, we make a real difference in their lives!

If you have any questions, please send them to Feedback@nsm-seating.com. 

 

Mission Moment: Creating Access for All in Greenville - Greenville, SC Branch Team Support Access in their Community

The Greenville, SC branch team recently joined forces with local partners to sponsor a new wheelchair accessible swing in Pickens County — the third of its kind in the area. The project was a true community effort, supported by the Youth Leadership Academy, county officials, and the local police department, all coming together to make inclusive play possible for everyone.

A few weeks ago, the team proudly attended the ribbon-cutting ceremony alongside two NSM clients. Keli Grace Altop had the honor of cutting the ribbon, while Lizzy Thompson became the first to enjoy a swing on the new equipment. 

Area Manager Elyntra Whitner shared, "We wanted to do something that supports accessibility in our community and shows that we’re more than just the DME provider in town. This type of support shows our clients and referral partners that we’re real people who care about our clients and the community.”

The Greenville team’s dedication to accessibility and community partnership continues to embody NSM’s mission — making mobility possible for all.

  

5-Star Google Review Shoutouts 

5-Star Shoutout for Branch 75 (Orlando, FL)
Everyone said a new wheelchair was hard. But National Seating went beyond our expectations. The ordering process was very smooth, and we received status updates along the way. Delivery was perfect, with adjustments and instructions on-site. Highly recommend them for your provider!

5-Star Shoutout for Branch 123 (Franklin, MA)
David Forth just delivered a stroller for my daughter. He was very kind and cheerful. Excellent customer service. He explained the whole setup in detail. Keep the great work, Dave. Remember the snacks! 

5-Star Shoutout for Branch 176 (Tulsa, OK)
I greatly thank National Seating Mobility and their phenomenal and professional Technician, Brandon Stopp! He arrived with my mother's new mobility wheelchair and covered everything in detail, giving me in-depth instructions and information on the equipment.  I wish I could give them a 10-STAR Rating! Thank you so much. A very professional organization that is passionate about its customers!

5-Star Shoutout for Branch 8 (South Pacific, CA)
Definitely the go-to organization for wheelchair needs. They came up with specs and delivered my son’s wheelchair three years ago. Now they’re taking care of the wear and tear issues. Thank you, National Seating & Mobility.

View more 5-star Shoutouts on the Google Review WNSM page.