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September 30, 2025
September 17, 2025 Virtual Town Hall Recap
Mission Moments, Company Priority Progress Updates & More!
On September 17, Crispin Teufel, NSM CEO, hosted three virtual town hall sessions for all employees. Below is a summary of what was shared in case you missed joining a session!
Each session began with a Mission Moment, highlighting how the work we do every day truly transforms lives. Then, Chuck Bodner, NSM CFO, shared a company performance update: U.S. order volume is strong, but we’re behind budget—so we need a BIG push in Q4 to catch up and deliver another great year!
Crispin revisited our 2025 Company Priority Pyramid, reminding us that we are staying the course and moving forward together as one team with a shared focus: delivering the best possible experience to our clients. He also shared updates on NSM’s primary IT systems (Mobility Advisor & BCS) and stressed the importance of staying alert against malicious attempts to compromise our technology. The technology team is aware of the system issues and is working hard to improve the situation as quickly as possible!
We then heard updates from several senior leaders:
- Angelina Colbert, SVP of Revenue & Client Operations, shared updates on our new phone system and the launch of the Centralized Client Services Call Center. As of September 10, all U.S. branches & personnel are implemented on the Ring Central Platform! The most common question we are getting is that some clients are not seeing our name, ‘NATNL SEATING’, on their caller ID. What is displayed on someone's caller ID is up to their carrier, so please encourage your clients to save your number. Please refer to the FAQs as there are a lot of questions about these topics.
- Derek Miller, North Division VP, provided an update on service and repair initiatives. The goal of these initiatives is to decrease the amount of time clients are waiting for repairs. We've taken learnings from states that have introduced "Right to Repair" legislation and are implementing best practices state by state.
- Doug McDaniel, SVP of Business Development, announced exciting acquisition news and welcomed new team members from Medical Center Medical Product in Jackson, TN, Herron & Smith in Hookset, NH, Kennebec Pharmacy CRT Division in Augusta, ME, Independent Mobility Solutions in Green Bay, WI, and Jones Adaptive Mobility in West Jefferson, NC and Kingsport, TN.
- Stephanie Buckley, VP of Marketing, highlighted how your hard work is making an impact with clients, as reflected in positive customer survey results. The main learning is that the most important attribute to our customers is timeliness of service/equipment, and clear/responsive communication. This has consistently been the top two attributes in the last three research studies. In addition, our net promoter score has improved by 65% since 2023, showing that all the hard work and improvements across the company are making an impact on our client experience.
- Kristin Saunders, VP of Operational Excellence, gave an update on OpEx and shared early plans for an initiative to gather ideas for process improvements—more details coming in October!
Please click here to review the post-event FAQs that were asked by employees before, during, and after each town hall.
Finally, a reminder: if you ever have a question or concern regarding a Human Relations topic, such as merit increases, your benefits, training, etc., please reach out to HR@nsm-seating.com directly, and they will be happy to discuss.
We also want to hear from you! Share your thoughts on this town hall and let us know what topics you’d like covered in the future by sending feedback to feedback@nsm-seating.com.
COMPANY
Welcome to NSM, Healthcare Equipment!
The Healthcare Equipment team in Durham, NC has officially joined the NSM Family! This experienced team of eleven brings more than 30 years of service to the Durham, Raleigh, and Chapel Hill communities and a deep commitment to exceptional client care.
Please give a warm welcome to Sara, Megan, Jim, Chris, Charlie, Kenny, Sam, Natalie, Kevin, Yvonne, and Lori as they join the Mid-South team as Branch 291 – Durham.
NSM Wraps Up September with a 4.4-Star Google Rating
NSM is closing out September with an overall 4.4-star Google Review average across 205 reviews. A huge thank you to everyone actively “just asking” happy clients for reviews—you’re making a real difference!
Below is a breakdown of September results by division, 2025 year-to-date (YTD) performance and a breakdown of Google Review averages.
September Google Review Rating Update by Division
- Access Standalone: 4.2 (5 total reviews)
- Canada: 4.8 (37 total reviews)
- North Division: 4.3 (59 total reviews)
- South Division: 4.5 (79 reviews)
- West Division: 4.0 (25 reviews)
2025 Year-to-Date Google Review Rating Update by Division
- Access Standalone: 4.7 (71 reviews YTD)
- Canada: 4.8 (279 reviews YTD)
- North Division: 4.3 (476 reviews YTD)
- South Division: 4.5 (709 reviews YTD)
- West Division: 4.1 (286 reviews YTD)
Branch Breakdown
- 55% of NSM branches are hitting 4.0–5.0
- 15% of NSM branches are on the cusp of our 4.0 average goal at 3.5–3.9
- 30% of NSM branches are below 3.4
💡 Pro Tip: Positive Google Reviews = higher star ratings. Keep “just asking” happy clients—it works!
Helpful Links
- Click here to download and view the current leaderboard.
- Click here for helpful Google Review Resources.
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NSM Driver's Corner: Important Reminders
The Fleet Team has some exciting updates to share! Please take a moment to review the latest news below — these quick reminders will help you stay ready and informed.
Auto Insurance Renewal (2025–2026)
New cards will be issued in late October. You’ll receive a notification once they’re ready.
Keep one printed in your vehicle and a digital copy on your phone.
Union Leasing Maintenance Cards
We’re switching to QR cling stickers!
Just place the sticker on your windshield (without blocking your view). Repair shops can simply scan the code for approvals.
In-Network Repairs Now at 94.5%!
Thanks to your efforts, in-network maintenance improved from 76% to 94.5% — unlocking better discounts and faster service with partners like Firestone, Goodyear, and Jiffy Lube.
Find a Preferred (In-Network) Maintenance Provider Near You
Visit unionleasing.com/find-a-vendor/ to get started.
Azuga Update
Azuga connectivity is now active in 90% of company vehicles!
It helps us track safety alerts, collisions, and performance data.
Need help? Email fleet@nsm-seating.com
Fuel Reminder
Only Mercedes vehicles need premium fuel — All others: use regular unleaded.
Tip: Check the inside of your fuel door to confirm.
Accident Reporting
If you’re in an accident:
- Get medical help first.
- Call Fleet Response (800-338-0619) — they’ll coordinate towing, rentals, HR alerts, and claims.
Your Fleet Team is here for you! Reach out to fleet@nsm-seating.com any time with questions or support.
Learning, Connecting, Advancing: NSM Momentum Academy Recap
This month, NSM hosted Momentum Academy events in Chicago, IL and Orlando, FL, welcoming over 235 local clinical partners for a day of education on mobility solutions and CRT best practices. Feedback has been overwhelmingly positive—partners enjoyed connecting with each other, NSM representatives, and key supplier partners.
Alongside Momentum Academy, we held a Tech Training Academy for local technicians. 18 technicians participated, expanding their expertise in equipment repairs, adjustments, and programming.
These events are a perfect opportunity to connect with your referral sources—invite them to join an upcoming Momentum Academy in their area!
Upcoming 2025 Momentum Academy Dates
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October 1 – Charlotte, NC
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October 24 – Oklahoma City, OK
to learn more and be sure to invite your referral partners to an event in your state!
PEOPLE
Is Your Contact Information Up to Date in UKG?
NSM’s 2026 Benefits Open Enrollment is just around the corner!
Now’s a great time to make sure your contact information in UKG is current so you don’t miss any important updates or mailings about your benefits.
Please take a moment to confirm the following details:
Click here for a quick job aid on how to update your personal information in UKG.
Don’t Forget: Complete Your Annual Flu Vaccine Acceptance/Waiver!
Flu season is approaching, and NSM wants to keep everyone healthy. Influenza can lead to serious complications—especially for young children, older adults, and the medically fragile populations we serve.
NSM strongly encourages you to get the flu vaccine. While the cost is your responsibility, it is likely covered by your benefits and every NSM employee will be allowed to get the vaccine during working hours to make it as easy as possible. The vaccine is readily available at a very low to no cost at your local drugstores – Walgreens, CVS, and many other chain and grocery pharmacies, often with a free gift card or other bonus – as well as at your doctor’s office or other clinics. If you can’t locate a provider, let us know and we’ll help.
Who shouldn't get a flu shot:
- Anyone younger than six months of age
- Anyone with life-threatening allergies to the flu vaccine or its ingredients
- Anyone with a history of Guillain-Barré syndrome should first consult with their doctor
For everyone else, the flu vaccine is safe, low-risk, and far safer than getting the flu.
While we don’t require you to be vaccinated, NSM policy does require that you submit the “Influenza Vaccine Acceptance/Waiver” form each year. To make this very easy, the form is electronic. Instead of printing and signing a form, simply click here to submit your response
September Employee Milestone Anniversaries
Click here to see which NSM employees are celebrating a September milestone anniversary of 5, 10, 15, 20, 25, 30 or 35 years. Congratulations on your anniversary. Thank you for your service!
PURPOSE
Mission Moment: Turning Challenges into Connections
Howie Cates has been an NSM client for four years. Early service challenges were quickly turned around when Lorrie Cahill (CSS, 141 -Springfield) began her CSS journey, promising—and delivering—improvements. Working closely with Glenn Newitt (ATP, 141 - Springfield) they resolved all issues, strengthening the Cates family’s trust and connection with NSM.
Lorrie shared, “Words cannot explain what a joyful light this young man is when he comes into the branch.” A photo from four years ago captures that very moment, a reminder of why we celebrate these victories.
The Cates family’s experience shows that with patience, understanding, and dedicated support, even challenging situations can warm your heart.
A huge thank you to Lorrie and Glenn for their unwavering dedication to Howie!
5-Star Google Review Shoutouts
5-Star Shoutout for Branch 116 (Cleveland, OH)
I have really enjoyed working with NSM for my child's adaptive equipment needs. Dawn is so knowledgeable, and without her, Theresa, Shannon, and Lindsay, I would be lost getting my son's equipment ordered, delivered, and fixed up. Steve even helped make a custom modification to my child's wheelchair tray. We also loved working with Max! They are my go-to vendor for adaptive equipment.
5-Star Shoutout for Branch 05 (Atlanta, GA)
I want to express my sincere appreciation to Cyle Cook. He has repeatedly gone above and beyond to get the correct components and proper installation for my chair. He consistently communicated the status of the process. He was very flexible in arranging my installation. He shows great attention to detail. I have had mixed experiences with seating companies in the past. I can say if they all had a team of folks like Cyle, they would be much more successful and of greater help to their clients.
5-Star Shoutout for Branch 38 (Sacramento, CA)
We had such a great experience with Jordan at National Seating & Mobility! Even though it was already past closing time, he kindly waited for us at 4pm and still assisted with my son’s car seat. He was so accommodating, professional, and genuinely friendly. His smile and customer service really stood out. He made the whole process smooth and stress-free. This guy is pretty awesome, and we truly appreciate his extra effort!
View more 5-star Shoutouts on the Google Review WNSM page.