Cullman Service Center Wins QA Team of the Year—Again

Earning an award takes hard work. Earning it twice takes something deeper – a culture built on consistency, pride, and a genuine commitment to extraordinary service.

The Cullman Service Center has been named Quality Assurance Team of the Year for the second time, and their 2025 results make it clear this recognition is no coincidence. With a QA average exceeding 99 percent and an NPS score of 98, the Cullman team has set a standard that speaks for itself.

Leadership That Sets the Tone

Every high-performing team has a foundation, and at Cullman, that foundation is leadership.

Service Center Manager Zac, Office Manager Chasity, and Supervisor Josh Bell operate as a unified leadership team – one defined by clarity, consistency, and shared high expectations. There is no ambiguity about what extraordinary looks like here. Standards are clearly communicated, accountability is consistent, and the focus never strays from one priority: being extraordinary for the customer at every service appointment.

When leadership is aligned and purposeful, that energy flows throughout the entire team. At Cullman, it does.

Preparation as a Competitive Advantage

A 99 percent QA average does not emerge from good intentions alone. It is the result of deliberate preparation and disciplined execution.

The Cullman team plans each month before it begins. That proactive approach keeps everyone organized, aligned, and ready to perform at a high level regardless of what the day brings. Communication is one of their greatest strengths – teammates stay connected, expectations are reinforced, and nothing important falls through the cracks.

This kind of preparation creates consistency. And consistency, sustained over time, is what separates teams that occasionally perform well from teams that reliably excel.

A Culture Built on Pride

The Cullman team brings something you can’t measure on a checklist: a true sense of pride in their craft and in what Northwest stands for.

As Service Center Manager Zachery Freeman puts it, “This award is all about our teammates. They take great pride in doing all the little things right. They go above and beyond what is asked of them. I am thankful to just be a small part of such an amazing team.”

For Cullman, every service appointment is more than a task; it’s a chance to embody a brand built on trust, defined by quality, and grounded in service. That perspective influences how they care for customers, support one another, and tackle every challenge along the way.

A 98 NPS score sums it up best. Customers don’t just trust the Cullman team—they root for them.

Investing in People, Not Just Performance

What elevates this accomplishment beyond a single year of strong results is the long-term investment the Cullman team makes in its people.

Leadership development is not an afterthought here—it is a priority. Teammates are coached, supported, and given real opportunities to grow within the organization. The goal is not only to maintain a high-performing team today, but to build the leaders who will carry that standard forward.

That commitment to development, rooted in humility and a genuine desire to serve well, is why this team will continue to produce results—and promote leaders—long into the future.

A Servant’s Heart at the Core

If one value defines the Cullman Service Center, it’s Service Standard #11: Servant’s Heart.

As Regional Manager James Nelson shares, “The Cullman team lives out what it means to have a servant’s heart. They put others first, and you can see it in the way they approach every call and care for each other. That spirit defines their success and inspires everyone around them.”

Serving with intention. Leading with strength. Caring deeply for customers and teammates alike. For the Cullman team, these aren’t just words—they’re actions. Every service call, every interaction, every day.

A Standard Worth Celebrating

Earning the Quality Assurance Team of the Year is an achievement. Earning it twice is proof of something lasting – a culture that does not rely on short-term motivation, but on deeply held values and a shared belief that being extraordinary is the expectation, not the exception.

Congratulations to the entire Cullman Service Center team. Your leadership, effort, and commitment to the extraordinary continue to raise the bar for what is possible.