Going Through the Wall for the Customer: Meet Our Commercial Director, Kris Willis

From Dispatch to Sales

“My Keystone journey started almost 20 years ago. I started in the dispatch team, helping our Dispatch Manager deal with customers and making sure deliveries got out.”

That early experience provided a valuable insight into the importance of customer service and getting the job done right. Not long afterwards, he moved across to Keylite Roof Windows, one of Keystone Group’s sister brands, where he continued working closely with customers and supporting the day-to-day operation.

As Kris’s confidence and experience grew, so did the opportunities available to him.

“I was asked to join the sales team. In 2011, I started selling Keylite Roof Windows in Northern Ireland. From there, I’ve never looked back. Sales is what I’ve stuck with.”

It was in sales that he discovered where his real passion lay: working with customers, understanding their challenges and finding solutions.

A Customer-First Culture

For Kris, one of the things that makes Keystone different is the culture.

“I realised I got enjoyment from dealing with and looking after the customer and just trying to find solutions.”

That philosophy is reflected throughout the business. At Keystone, putting the customer first isn’t simply a statement, it’s part of how the team works every day.

“We have a saying in Keystone: you go through the wall for the customer. This was explained to me on the first day I came into the business, and I have seen examples of it every day since.”

It’s an approach that has helped build strong, long-term relationships with customers across the construction industry. Whether supporting a merchant looking to grow their sales or helping a builder or contractor overcome a technical challenge, the focus remains the same: understand what the customer needs and find a way to deliver it.

Finding Solutions for Our Customers

Different customers have different priorities, and understanding those priorities is key.

“From a merchant point of view, it’s to develop business and grow sales.”

For builders and contractors, the focus can be more technical, finding the right solution and ensuring everything arrives when it is needed.

“From a builder or contractor point of view, it’s about coming up with a solution and delivering stuff on time, whether it be the product or design.”

This combination of technical knowledge, responsiveness and customer service is something Keystone has developed a strong reputation for across the industry.

“We’re renowned for that and have a good reputation in the industry for it too.”

A Family Feel and Opportunities to Grow

While customer service is at the centre of the role, there’s another aspect of working at Keystone that stands out: the people.

“There’s a family feel here of being part of something greater than yourself.”

It’s a fast-moving environment where no two days are the same, but where colleagues support one another and share a common goal.

“Every day is different and fast paced. We get a lot of satisfaction from looking after the customer and supporting each other.”

And the opportunity to develop is very real. His own career is a strong example of that progression, from dispatch, through to sales, and ultimately into a role overseeing technical and sales teams across Ireland and Great Britain.

“There’s an opportunity for growth. I’m one of many examples.”

Three Words That Define Keystone

After almost two decades with the group, there are three words that sum up the Keystone experience:

Fast-paced. Driven. Customer-focused.

It’s a fitting description of both the people and the approach behind Keystone Lintels.

From supporting merchants to developing solutions for builders and contractors, the team is committed to working hard for its customers, building relationships, solving problems and delivering on its promises.

Because at Keystone, putting the customer first means more than just saying it.

It means going through the wall for them.