How CITY Turned a First-Time Customer into a Lifelong Partner

In the service business, there’s nothing more powerful than doing what you said you would do.

Just ask Mark Ballo, Director of Service at CITY Laundering Co. He’s been with the company for nearly four decades—and one of the accounts that still sticks with him today is Pro Diesel in Des Moines, IA.

“This account’s pretty cool,” Mark said. “It was one of the first five accounts I helped bring on when CITY first entered the Des Moines market in 2010.”

Back in 2017, Mark was hands-on during Pro Diesel’s onboarding, making sure every detail aligned with the promises made during the sales process. From day one, he focused on what has become his core philosophy: service backed by responsibility and follow-through.

“We go into a place where someone’s already working with a competitor,” Mark explained. “But if we can show them there’s a better way to get the service they actually need—and then follow through on it—that’s how you build trust.”

That trust has lasted. Pro Diesel is not just a CITY customer— they are a true partner, having renewed with CITY for the third time. For Mark, that continued relationship is the ultimate reward. “You build a relationship with someone who’s never met you before,” he said. “You do such a good job during the sales and service process that they choose you, they stick with you, and eventually—they recommend you to someone else. That’s the best part.”

CITY’s approach has always been personal, practical, and rooted in consistency. And for customers like Pro Diesel, it’s clear the model works: what starts with a handshake ends in a long-term partnership.

Want to experience service that sticks?

Get in touch with CITY and see why customers like Pro Diesel keep coming back.