Mark Ballo Promoted to Director of Service

It all started with a 4 a.m. discussion on their way through Des Moines to Arizona when CITY’s President Colin Wetlaufer and his father talked about expanding CITY’s footprint to the Des Moines market.

In 2010, Colin spoke with Mark Ballo about the opportunity to lead the charge in Des Moines, and Mark said, “I’m in!”

In his fifth decade with CITY, Mark Ballo has been promoted from the Des Moines Regional Manager to CITY’s Director of Service.

Mark shared his thoughts on the essence of service and his vision for the service department’s role within the company.

“When you think about the word service and CITY’s service department, I always think about the word serve. We serve our customers internally and externally with a sense of urgency and a sense of purpose, and that really gets me fired up. I get really excited about being part of a team that is going to be the most responsive in the region,” said Mark.

 

Mark likens service to a three-legged stool where the customer, employee, and CITY are interconnected. He emphasized that all decisions will stem from what’s best for these three facets of the business.

Mark views service as a form of trust. He stresses that people gravitate towards those they like and trust, and CITY’s service team aims to be the solution clients need. This commitment, according to Mark, builds meaningful, enduring relationships. He believes that CITY’s service isn’t just about fulfilling agreements; it’s about nurturing relationships that stand the test of time.

“We’re gonna coach, train, teach, and support our people on how to be part of the solutions for problems. One of my favorite things is when I go see a customer that has an issue with the service, or an issue with an individual or a product, I get to learn about that individual, and I get to be part of a solution,” said Mark.

Mark acknowledges that while he holds the director title, the true stars are the route personnel. He highlights their significance as the face of CITY’s service. Well-trained, caring, and dedicated team members on the ground are what truly set CITY’s service apart.

With over 43 years of experience as a committed champion of CITY, there’s no doubt Mark Ballo is ready to propel CITY’s service department to new heights.