2025 Virtual Town Hall Recaps
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 the 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.
March 5 Virtual Town Hall Celebrates 2024 Accomplishments, Shares 2025 Company Priorities & More!
On March 5, NSM CEO, Crispin Teufel hosted a series of employee virtual town hall sessions. At the beginning of the town hall, a mission moment was shared that featured NSM client, Zoey Harrison. An author, adventurer, and online student, Zoey lets nothing get in her way! Recently she was featured in a short video spotlight that her school produced.
Click here to hear her talk about the ideas behind some of her advocacy projects, how she’s accomplished some pretty incredible goals, and how her efforts have directly benefited her community.
After the mission moment, Crispin shared that in 2024 we committed to four key areas of focus that included listening and learning, working smarter, not harder, holding each other accountable and embracing change. We made great strides in these focus areas and plan to stay the course in 2025, moving forward together as one team focused on the same goal: providing our clients with the best experience possible. We will ensure we provide the best client experience possible by continuing to look for opportunities to innovate how we deliver client care, such as sourcing manufacturer partners with innovative technologies that we believe will yield better patient outcomes, like our first exclusive partnership with Exoskeleton!
Additionally Ann Mahaffey, Chief Human Resources Officer, shared the results of the latest Employee Satisfaction Survey. The results were improved from last year with there being the highest overall employee satisfaction since pre-COVID timeframes, improving in all job functions.
At the end of each town hall session, we took time to answer some employee questions. Please
click here to review a summary of the town hall presentation and
click here to review the post event FAQs that were asked by employees before, during and after each town hall.
As always, we want to know what you thought about this town hall and what you want to hear more about the next time we come together, so please send your thoughts and ideas to
feedback@nsm-seating.com.