Waking up each day with the goal of making things better than the day before is something I truly believe in. Working smarter. Not harder. While there is always more work to do, our efforts are paying off. Over the summer, we conducted customer research, and the early results show clients are significantly happier than they were two years ago. Our Google reviews and ratings are at record highs. Yes, we still have unhappy clients and opportunities to improve, but these data points show the work we are doing is making a real difference in our clients’ experience every time they interact with us.

This progress demonstrates the power of putting our clients first and focusing on what we can do for them today. Every call answered, every delivery made, and every problem solved is a chance to show clients they can count on us. Together, those moments are building the foundation for our long-term success.

But we can’t slow down. Tomorrow’s results depend on the actions we take today. That’s why we’re continuing to invest in the tools, resources, and support that make it easier for you to deliver outstanding service. There will be bumps along the way and changes that have to be made, but doing something is better than doing nothing. 

Together, we'll keep raising the bar for our clients, and I'm grateful for the commitment each of you shows every day in making that possible.

We are nearly two months into our transition from Fuze to RingCentral, having completed Phases 0, 1, and 2 with minimal issues. Based on this progress, we are confident in completing the rollout to all U.S. locations by September 10.

As with any project of this size, we’ve seen some challenges- particularly with branches on Fuze interacting with those already on RingCentral. Since we have the capacity to move faster, we are accelerating the timeline to complete implementation sooner.

Key Learnings

What this means for you

How to prepare

As repair reform gains momentum across the U.S., NSM is ready with our Right to Repair project—an enhanced repair program designed to improve efficiency and deliver better client outcomes. This includes the expansion of our Spec Entry role, which we are piloting in select states to assess its efficacy for broader implementation, along with job aids, training, and process updates to support smarter repair operations.

Why it matters

Repairs aren’t just a metric - they directly impact our clients and our business by:

Since the April 1 rollout of Time Performance Standards (TPS), we’ve already seen a 16% reduction in Transaction Cycle Time (TCT), and the new Spec Entry role will make repairs even faster by streamlining parts and labor entry for ATPs and Technicians.

Rollout status

This month, the Right to Repair program will be active in all 8 states: Connecticut, Massachusetts, New York, Texas, Illinois, Virginia, Colorado, and California.

What’s next

With performance standards in place since April, this next phase further enhances repair operations across our footprint. Everyone has a role to play - review best practices and help ensure repair orders move quickly and accurately.

For more details, visit the Technical Services page on WNSM for an overview of the process.

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.

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!

The foundation of HIPAA is “need to know.” Knowing the difference between what you can do and what you should do is key to compliance.

At NSM, your role may give you access to information such as a work order for a friend, family member, neighbor, or co-worker. However, unless you need that information to perform your job, you are not authorized to view or access it. Always remember: access is based on job responsibility, not curiosity.

Overseeing a branch comes with a host of compliance demands. Throughout site visits this year, Compliance observed several recurring issues that require attention.

Please take a few minutes to double-check your branch and ensure the following are in order. Doing so helps keep everyone safe and ensures we meet regulatory expectations:

Sean got his new bed assembled today! He was so excited watching it go up. NSM Austin, TX Senior Technicians Roy Flores and Chad Clark were so helpful. We are so blessed!

One of the coolest things I realized last night, when I was telling him goodnight, is that I’ve never really been able to hug him while he was in bed without a struggle, and now it’s so easy to just bend down and hug him.

Even though he’s a full-on teenager and not exactly eager for affection from his mom, I’m still taking the opportunity! 🙂

Yesterday, Sean was already sitting up better and strengthening his legs during transfers. This has truly impacted our lives in such a positive way—it's promoting more independence and empowering Sean to keep excelling and living life to the fullest.