Meet Our Diamond Certified Expert Contributor

Mark Kelly: Hero of the Home

By Caitlyn Stair, Diamond Certified Research Reporter

For Mark Kelly, success is measured in the hard work, dedication and family values that go into every job. To him, every day is an opportunity to uphold a legacy built on effort, skill and trust.

Mark’s connection to the appliance repair industry goes back as far as he can remember. “My dad was an appliance repairman for Montgomery Ward and Sears, so I was basically born into it,” he explains. “I started helping him when I was 12 years old, but I always swore I wouldn’t go into appliance repair. But when I was 22, I left my job and started working for him, and I’ve been doing it ever since.”

Today, as owner of Kelly’s Appliance Center, Mark focuses on providing his customers with fast, reliable and efficient service. “From the moment they call, we make sure we get all the relevant information so we can find out exactly what’s going on,” he says. “Our process ensures our technicians often have the right parts on the first visit, which usually leads to a happy customer.”

Mark says his favorite part of his job is the personal satisfaction he gets from solving problems. “I love dealing with customers because every job is a chance to be a hero. Plus, every appliance and home is different, so I never get bored.”

Mark also enjoys the detective work of appliance troubleshooting. “Sometimes it’s simple, but sometimes it’s complex and you have to dig a little deeper to find the cause,” he details. “That’s what appeals to me. It keeps me sharp and makes the work interesting.”

Despite the whirlwind of new technologies constantly reshaping the appliance repair industry, Mark and his team stay ahead through ongoing training, manufacturer-authorized programs, and hands-on learning. “The industry has changed so much—the old-school technicians I trained with would be completely lost with today’s systems,” he says. “But we find ways to adapt, learn and improve, no matter how fast things change.”

Delivering excellent customer service is Mark’s top priority, supported by a system that keeps communication clear and efficient. “If a part needs to be ordered, we get it as quickly as possible and reschedule promptly,” he says. “Our system ensures our customers always know what’s happening. It’s all about getting their appliances up and running quickly, efficiently, and economically.”

Outside of work, Mark is deeply rooted in his community. Born and raised in Novato, he has lived in the North Bay his entire life, raising his children in Rohnert Park—a family-oriented town he describes as tight-knit and supportive. He and his wife, Karla, have four grown children and five grandsons. “Three of our grandsons live in Texas, so we visit them often, and the other two are just down the street,” he says. “Traveling is our favorite thing to do, so we like taking trips to places like Italy, Bali, Aruba and the Caribbean Islands.”

Mark’s philosophy extends to his work as well as his life: Treat people the way you’d want to be treated. “I believe in giving customers the type of service that I would expect to receive,” he says. “I don’t sugarcoat things—if we make a mistake, I just say, ‘We messed up, but here’s how we’re going to make it right.’ It’s all about being straightforward and honest.”

Ask Me Anything!

Q: If you could immediately travel anywhere in the world, where would you go?
A: Ireland. Kelly is an Irish name and my dad’s side of the family is Irish, so I love going there.

Q: What’s the strangest food you’ve ever eaten?
A: Crickets in Mexico and sea snails in France. Both were definitely a unique experience!

Q: What’s your favorite sports team?
A: The San Francisco Giants.

Q: If you could have any superpower, what would you pick
A: Self-healing, so I could keep going no matter what!

Q: What’s the best gift you’ve ever received?
A: My grandsons.