November 2025

 

 

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.

Leaders can direct team members to click here for step-by-step instructions to confirm whether their number was included in the most recent migration.
 

---

Company

 

Ready, Set, Deliver: Peak Season Scheduling & Overtime Guidance

As we enter NSM’s busiest months, an all-hands-on-deck approach is critical to ensure clients receive their products before year-end. Many clients have expiring insurance authorizations or deductibles resetting in 2026, and historically, November and December bring high demand for in-shop products during the holidays. To meet this peak season demand, overtime will be utilized to ensure timely client deliveries.

Key points for employee scheduling over the next two months:

• Overtime opportunities: Employees can increase earnings by working additional hours. Overtime is paid at 1.5x regular rate for hours worked beyond 40 per week (state regulations may apply). Let your manager know if you are interested in extra hours, which may include extended weekdays or weekends.

• Scheduling priority: Overtime will be offered first to employees who express interest. All employees should anticipate overtime during this period per the NSM Employee Handbook. Reasonable notice will be provided based on branch and client needs.

• Bonus eligibility: Employees unable to work scheduled overtime or with excessive unplanned absences may be ineligible for branch bonuses, as consistent contribution is required for bonus potential.  

• Time off requests: Review your calendar and submit requests by Friday, November 14. During peak season, only 1–2 days off over November and December are typically approved. Requests submitted after November 14 will have limited approval.

Thank you for your dedication during this busy season. This is an opportunity to demonstrate our HEARTS values and ensure clients enjoy a timely, seamless holiday experience. 

Accelerate Q4: Critical Cut-Off Dates for Success

NSM’s Supply Chain Team is driving year-end momentum by securing manufacturer commitments and cut-off dates to avoid inventory delays. Roho is already prioritizing our orders to help clear the backlog—a major win! We’ll keep pushing with all partners to ensure smooth delivery.

Plan Ahead
Download the End-of-Year Cut-Off Planner for key purchase order deadlines. Orders submitted by these dates will arrive by December 19, ensuring delivery to clients before year-end.

Key Deadlines

• Custom Seating: Schedule molds now.
• Manufacturer PO Deadlines:
  • PinDot: 11/21/25
  • Ride Designs: 12/1/25
  • PRM: 12/1/25
  • Permobil Shape System: 11/14/25

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!

IMPORTANT REMINDER: Post Holiday Closure Sign for CMS Requirements (Nov. 3 – Jan. 2)

To keep our customers informed and comply with CMS requirements, all branches must clearly post holiday closure information. Please review the steps below and ensure your branch signage is displayed as outlined.

What to Do: 

1️⃣Download & print the sign here.
2️⃣ Post the sign by November 3, 2025, and leave it up through January 2, 2026.
3️⃣ Check periodically to make sure it stays visible.

Closure Information will also be shared via the following:

• NSM-Seating.com: Closures will be posted throughout the company website
• Google Business Manager: All branch location listings will include holiday closures
• Social Media: Closure dates will be shared via our social media platforms
• Client Email: Clients will receive direct email communication
• Monthly Minute: Closure information will be included in the October–December editions.

Please make sure your team is aware of the signage and prepared to address any client questions. If you have any questions, please email Compliance@nsm-seating.com. 
 

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.

Leaders, your role is critical. Encouraging your teams to ask happy clients for reviews isn’t just a nice-to-do — it directly impacts our reputation and helps us hit our goals. Every review counts, and your guidance sets the tone.

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.

💡 Leader 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. Your leadership drives results!

Helpful Links

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

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

After months of collaboration with learners and leaders, NSM is proud to launch the redesigned Learning Management System (LMS)—a faster, smarter, and more intuitive platform built to make training engaging, efficient, and personal.

What’s New:

• Clean, Personalized Interface: A simplified layout with a three-tier structure (home, job, resource pages) makes learning easier and more focused.

• Streamlined Navigation: All training resources for your role are centralized on your job page—no more searching or extra clicks.

• Mobile-Ready Design: Learn anytime, anywhere. The Go Learn app works seamlessly on iOS and Android devices.

• Enhanced Reporting & Tracking: Integrated with UKG and powered by the new Insights Dashboard, managers can easily track completion rates, assessments, and program progression. More advanced reporting features arrive in 2026.

Built on Feedback:
The redesign was shaped by real user insights. During our soft launch, we encourage feedback at NSMTraining@nsm-seating.com.

This LMS isn’t just an upgrade—it’s a commitment to smarter learning, better data, and stronger outcomes for our employees and business.

---

PEOPLE

 

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

Open Enrollment is underway! 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.

🎥 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.

Quick Reminders:

• If you have not done so already, please post the Open Enrollment flyer at your location
• Please continue to remind your teams that all benefits eligible employees must complete enrollment, even if they plan to keep the same plans or waive medical coverage.
• Reminding your teams to complete open enrollment by the November 14 closing date

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

Let’s make sure every employee completes Open Enrollment on time! 

Winter Weather Safety: Quick Leader Guide

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

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

• 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.

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

Flu Season Alert: Protect Yourself and Your Team

• NSM strongly encourages the flu vaccine, but it is not required.
• Cost is likely covered by your benefits.
• Vaccines are available at local pharmacies (Walgreens, CVS, grocery stores) and doctors’ offices—often with perks like gift cards.
• Employees may get vaccinated during working hours for convenience.

• Children under 6 months
• Anyone with life-threatening allergies to the vaccine
• Individuals with a history of Guillain-Barré syndrome (consult your doctor first)

Other News

• Promote Helpful Client Resources with Every Email! New Email Signature Options
• Let's Get Moving Journal Spotlight: A Promise Kept - Jerry Donovan's Mission to Help Others Thrive