Crispin Teufel has a very clear vision for his role as CEO of National Seating & Mobility. Two guiding principles —”Just ask ‘why?'” and “Listen and learn.” — are paramount in his approach to leadership and decision-making.
“I knew I didn’t want to spend most of my time at headquarters, as you might expect when starting with a new company,” Teufel said. “From day one, I decided to spend time in the branches to learn more about the team and what they do to best support our clients. Of course, I also learned the intricacies of (Complex Rehab Technology).”
The CEO doesn’t shy away from asking “Why?” in any circumstance. “I certainly ask that question quite a bit. Some responses are good laughs by the team, and some responses are legitimate considerations to look at something differently.”
Now, as Teufel immerses himself in the CRT industry, this question may be even more important to help discover new ways of doing things to evolve the business and continuously improve the client experience.
Please tell us more about your mission to “listen and learn” since joining National Seating & Mobility almost two years ago.
I have ridden along with our technicians and Assistive Technology Professionals. I spent some time on the phone with our customer service specialists and then finally met with our branch leaders. I wanted to begin with the foundation of the business, focusing on the individual employees, to gain an understanding of what we were doing to take the best care of our clients.
I’ve always lived by the mantra that what you learn from the folks who are actually doing the jobs is probably the most unfiltered opinion possible about whether we do things well or not so well. I implemented many of the recommendations and requests that our team presented when I visited the branches. I have learned a lot from them and will continue these visits. The further up the chain of command you go in an organization, the more politics play into the answers you get. The more filtered the information is. I enjoy spending time with the staff, and I believe they appreciate my interest in their work. Perhaps some are surprised that I am interested in understanding what they personally contribute to National Seating & Mobility, as well as to our clients’ journeys. The positive response has been very rewarding.
Continuing with that thought, how do you personally advance a “people-first” culture?
As you can see from how I began my career with National Seating & Mobility, it makes no difference to me whether I am talking to one of my direct reports or to a branch team member who has a story to share. I believe I truly embrace the concept of an open-door policy to make sure that individuals are willing and want to have a chat with me, and that I’m not an “ivory tower leader” who no one ever talks to. That is simply not who I am.
I think that being yourself is extremely important, and I’ve stressed to my team that “this is as real as it is going to get.” You might not like what I have to say, but I will always communicate candidly and with purpose. Integrity is essential. An important value that I have lived by is that it is the team that wins the game and not a single person.
Is there something you have learned in the field that surprised you?
Interacting with our clients, consumer advocacy groups and feedback groups was a good reminder, rather than a surprise, of how important our work is and how important our clients are. Additionally, personally, this experience was a reminder of how blessed we are. This work makes you very humble. In addition to National Seating & Mobility staff in the field, I am fortunate to spend a lot of time with our clients, either online or in person. Their stories are not only humbling, but it is enormously “cool” to see what the equipment we provide enables them to do. It is fantastic!Â
Has there been a particular moment in your career or an influence early in life that set you on the path toward leadership?
I’ve always enjoyed stepping up to take on responsibility in a leading role. The most defining moment in my life was probably when I was 16 years old. I spent a year in the United States as an exchange student from Germany, living with a host family. That experience made me very independent and taught me the importance of stepping up to accomplish what I wanted to do in the future. It made me who I am today. Fortunately, my host family from over 30 years ago is now within a half hour of me, and I still have a close relationship with them.
Please bring us up to date on the status of the NSM360 vision for comprehensive mobility solutions for your clients.
We have refined this vision a bit, but conceptually, NSM360 is still intended to consider how we can serve our clients more holistically, and that has truly not changed. Outside of the CRT products and services we provide to our clients we also assist with other needs. For many of our clients, we can help by coordinating with health care providers for medical supplies, and, where available, NSM teams can also address home accessibility needs.
Drawing from your personal experience, what advice would you give to aspiring leaders who aim to make a positive impact in our industry?
I believe the way in which I have learned, and continue to learn, about our industry from the bottom up is an effective approach to leadership. This has worked wonders for me. I have learned a tremendous amount from our teams and especially from our staff-level members. I also think it is important to try to understand our industry, not just from the field you work in, but also from funding to operations. If you only take an interest in one area, you will be missing out big time.
When I look at the broader industry and lean back a bit from the individuals who care for our clients in our branch locations, I’m surprised by the way service and repair work is reimbursed. The entire process, from getting a client situated in a chair to obtaining a simple repair order, is very complicated. This is just one example of the necessary improvements needed to serve our clients  better. This industry has a lot to bear, and we offer an essential service. Considering what is happening in this country, both politically and in health care regulation, it is even more critical that we take a stand for our clients.
Crispin may be reached at Crispin.Teufel@nsm-seating.com.
Crispin Teufel, CEO of National Seating & Mobility for almost two years, has been described as a “transformational leader.” With an extensive professional background in finance, the native of Germany originally came to the United States to serve as CEO and finance director for Lincare. Teufel lives in Florida with his wife and two children.