For Nik Hackaday, leadership is all about people. Recently promoted from District Manager to Service Manager, overseeing two CITY service depots, Nik brings a blend of team-building, problem-solving, and customer-first service to everything he does.
“I’d say first and foremost, I’m a team builder,” Nik shared. “I enjoy bringing different personalities together toward a common goal and figuring out how to make them work in harmony. That’s part of the challenge—and the fun—of leadership.”
Nik joined CITY looking for more than a job. He wanted to be part of a family-owned business that values community, promotes from within, and operates as one cohesive team. “When I first spoke with Mark Ballo [CITY’s Director of Service], he told me that even as CITY grows, we never lose sight of our core values,” Nik said. “That was a big reason why I joined—and it’s held every day since.”
For Nik, one of the most rewarding parts of working in service is problem-solving. “I like to look at an issue from all sides—the customer’s perspective, what it means for our team, and how it impacts the Route Service Representatives [RSR] delivering the route—and then find a solution that works for everyone,” he explained. That mindset ties directly into his definition of “responsive service,” which he describes as tackling problems quickly, with the 24-hour rule in mind. “Some issues take priority over others, but having a system to address them right away keeps us ahead and makes for a better customer experience.”
His proactive approach extends to supporting his Route Service Representatives. Daily check-ins are part of the routine, but the real connection comes from asking one simple question: “What can I do for you this week that will make your job easier?” Nik says those conversations help him spot challenges before they become problems and give customers a smoother, more consistent experience.
To those just starting on the service team at CITY, Nik offers clear advice: lean on your teammates. “We have a strong team culture here,” he said. “Don’t be afraid to ask questions or reach out to people who’ve been doing it for a long time. Everyone here is approachable, and building that camaraderie is a big part of what makes us successful.”
Nik credits much of his growth to CITY’s Director of Service Mark Ballo’s mentorship, especially the habit of “getting on the ‘I know’ ground” and verifying facts before making decisions. “Gathering input from the route rep, the customer, and my own observations helps me address the real issue, not just what it might seem like on the surface,” he said.
Known for his attention to detail, Nik’s bucket list includes visiting Kyoto, Japan, inspired by its culture of mastery and precision. And when it comes to work ethic, he sums it up simply: “A little more effort now makes for an easier job later. It’s worth it every time.”
Looking ahead, Nik is excited about the future of both depots and grateful for the people who make his work possible. “Every part of this business touches every other part,” he said. “I wouldn’t be as successful without the help of my team—from Vicki [Office Specialist] to Jordan [CITY’s office manager], to the leadership from Mark, and even Colin [Wetlaufer, CITY President]. You never feel isolated here, and that’s something I’m truly thankful for.”