Some people think sales is all about closing the deal. For James Keller, a Sales Representative at CITY, it has always been about something else: building relationships. He treats every customer like they are important, taking the time to genuinely understand their business before anything else.
“I love making new professional and personal relationships,” he said. That relationship-first approach has guided James throughout more than 20 years in the industry, and it continues to shape his work at CITY today.
A Team Built Around Growth
When James joined the CITY team, he was drawn by a team environment built around growth and a company that invests in the personal and professional development of its people. He credits much of that to the direction Colin Wetlaufer, CITY’s President, has set for the company. For James, the culture comes down to one thing.
“It is a team atmosphere where we all support one another and grow this business together,” he said. “Everyone is working toward the same goal of bringing CITY to new heights.”
As a Sales Representative, James enjoys being out in the field, meeting new people, and learning about their businesses. Every conversation is a chance to build trust and create long-term relationships.
“The team atmosphere and friendly competition that Alex Clark, CITY’s Director of Sales, brings to the sales team makes us all better,” he said.
A Win Built on the Little Things
That approach recently helped lead to one of CITY’s newest opportunities, a major new account that came down to persistence and attention to detail. Ask James about the win, and he will tell you it is a story about the little things.
“I love telling this story because it’s the little things that can become so important,” he said.
It started with a LinkedIn post. Over several weeks, James tracked down the right contact and connected with a key decision-maker at the company. He set up a meeting and made the trip to see them, only for it to be canceled. Instead of walking away, James asked to reschedule.
“This did not deter me,” James said. “I asked to reschedule, and I believe it showed our willingness to go the extra mile. In the end, I think that was one of the many reasons they chose CITY as their next provider.”
James believes the win was a team effort. For him, the experience reinforced one lesson that has defined his career.
“There are no substitutes for persistence and hard work,” he said.
Doing the Right Things Every Day
That same persistence has left a lasting impression on others. During a lunch with a prospective customer, they told James that his relationship-driven approach would be the reason they would eventually choose CITY when the time was right.
“Those words meant the world to me,” James said. “It reminded me that building the right relationships and doing the right things every day really does matter.”
His advice for anyone starting a career in sales is simple.
“Put in the work and be persistent. Customers recognize when you genuinely believe in the service you’re providing,” he said.
According to Alex, those qualities are what make James such a valuable part of the team.
“Experience creates confidence, but character creates results, and James Keller embodies both,” Alex said. “With more than 20 years of industry experience, James brings an incredible depth of knowledge to our team. What truly sets him apart is his relentless work ethic, resilience, and unwavering commitment to winning. James does not just show up every day. He raises the standard for everyone around him and competes with the mindset to win. We are fortunate to have him on the CITY team.”
As CITY continues expanding, James is excited to help grow the business, strengthen customer relationships, and build a team that shares that same commitment to serving others.
“The future looks bright,” he said.