Departments > Leader Resources > Monthly Leader Brief Archives

September 2025

Improving Order Process Transparency: New Resource Available on NSM-Seating.com

We’re excited to share the launch of a new section on NSM-Seating.com, designed to improve the client experience by adding more education around getting a new wheelchair. The new 'Getting Your Chair' section of NSM-Seating.com provides greater transparency into the wheelchair order process, helping clients feel more informed and confident throughout their journey with us. This section is also a valuable resource for internal teams, supporting consistent messaging and setting clear expectations with clients.

What’s included:

Visuals that clearly represent the order process
Straightforward explanations and videos that are easy to understand
Defined roles and timelines to set expectations and support timely service

We know communication matters; 1 in 5 dissatisfied clients have told us that better communication would have improved their experience with NSM. This initiative is a direct response to that feedback.

How you can help:

Please make your teams aware of this new resource so they can reference it when talking with clients about their orders. We will be promoting this new section of our website both internally and externally. Internally, we will begin communicating this update through our regular company email communications, WNSM, and via job aids beginning in September. Externally, we will be promoting on social media, client newsletter, and incorporating the new content into existing collateral, and videos into MyNSMOrder.com. We will share these updates as they go live.

Together, let’s continue to improve how we communicate and deliver on our commitment to a best-in-class client experience.

Company

Crispin Shares the Positive Impact Working Smarter Has on Our Clients in September CEO Update

In Crispin's September CEO Update, we learn that putting our clients first and focusing on what we can do for them has truly paid off. Every call answered, every delivery made, and every problem solved is an opportunity to demonstrate to clients that they can count on us. Together, those moments are building the foundation for our long-term success. Click here to read the full update!

Home Access Launches Fall Stair Lift Promotion

Did you know NSM installs thousands of stair lifts per year? Do you have a client who has mobility issues between floors? In an effort to reach more clients and drive growth, NSM's Access division is running a fall promotion on Bruno stair lifts, now through October 31.

This is a great opportunity to connect with your clients and make them aware of our NSM360 Mobility Solutions offerings, while taking advantage of seasonal savings.

This is a great opportunity to connect with your clients and make them aware of our NSM360 Mobility Solutions offerings, while taking advantage of seasonal savings. Click here to learn more!

Welcome to the NSM Family, Jones Adaptive Mobility!

NSM is continuing to grow with the acquisition of Jones Adaptive Mobility to the NSM in Blountville, TN and West Jefferson, NC.

Jones Adaptive is a leading provider of quality Complex Rehab Technology in NE Tennessee and Western North Carolina. We’re excited to add this team of knowledgeable and experienced professionals to the NSM family.

We want to extend a very warm welcome to ATPs Brett Jones and Sarah Jones, as well as Sam White and Luke Miller!

Field Initiatives

NSM Closes Out August with 4.4 Average Google Review Rating

NSM closed out August with an overall Google Review star rating of 4.4, accompanied by a total of 232 reviews. This marks a positive uptick after closing July with an overall rating of 4.2. Below, we've outlined a division breakdown of results for August and the 2025 year-to-date.

August Google Review Rating Update by Division

Access Standalone: 5.0 (4 total reviews)
Canada: 4.8 (33 total reviews)
North Division: 4.4 (68 total reviews)
South Division: 4.3 (93 reviews)
West Division: 4.3 (34 reviews)

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

Access Standalone: 4.7 (66 reviews YTD)
Canada: 4.8 (244 reviews YTD)
North Division: 4.3 (418 reviews YTD)
South Division: 4.5 (633 reviews YTD)
West Division: 4.1 (261 reviews YTD)

Click here to download and view the current leaderboard.

Currently, 55% of NSM branches have reached the goal of a 4.0 - 5.0 score, while 16% are on the cusp between a 3.5 and 3.9, and 29% of NSM branches are sitting between a 1.0 and 3.4 Google Review rating.

With this in mind, please remember the importance of the power of a positive Google Review rating, and encourage your teams to continue to just ask happy clients for more reviews. The more positive scores, the higher your overall star rating will climb. Click here to view helpful Google Review resources that will assist your teams in raising or maintaining their Google review rating to a 4.0 or above score.

It's Time to Complete NSM's Annual Flu Vaccine Acceptance/Waiver

Influenza is a respiratory infection that can cause serious complications, particularly in young children, older adults and people with certain medical conditions, including the medically fragile population that we serve. As we approach the flu season, NSM encourages you to get the flu vaccine. While we don’t require you to have a flu vaccination, many of your facilities likely will. Required or not, getting a yearly flu shot is the most effective way to prevent the misery of the flu and its potentially serious complications.

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.

The list of people who should not get a flu shot is actually small and includes:

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

If you’re not in one of these groups, your risk of harm from getting the vaccine is extraordinarily low and far less than the potential risks of suffering the potentially serious complications from 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.

WANTED: NSM Client Mission Moment Stories

We need your help to celebrate and share the INCREDIBLE work you and your teams are doing every day to impact our clients' lives and help keep them moving through life. That's why we are asking you to send us your client stories with your mission moments to share across NSM, on our social media platforms and beyond!

Submission is Easy! Simply send us an email with a client story, photo and client media release form completed by the client or client caretaker to Feedback@nsm-seating.com.

Momentum Academy Events: A Great Touchpoint for Your Teams to Connect with Their Referral Partners

NSM's Momentum Academy events are a great touchpoint for your teams to connect with their referral partners and invite them to register for an event in their area.

As a reminder these events offer a new way for clinicians to learn about Complex Rehab Technology (CRT) while earning continuing education credits for their time with the NSM Momentum Academy event series. Momentum Academy is designed to educate clinical partners, including physical therapists, occupational therapists, and other healthcare providers about best practices in mobility solutions and CRT.

Upcoming Event Dates

September 18 - Chicago, IL
September 23 - Orlando, FL
October 01 - Charlotte, NC
October 24 - Oklahoma City, OK

Click here to learn more.