DTC Family Spotlight | Lukas Mueller
At DTC, our people are the heart of our success. Today, as part of our ongoing Family Spotlight series, we’re proud to introduce you to Lukas Mueller, a talented DTC Account Manager.
From Relocation to Opportunity
Lukas’ journey with DTC began when after ten years with his former employer, they decided to close his assigned location. Lukas was at a crossroads and facing an extremely difficult choice- to relocate or accept a severance package.
That’s when fate intervened.
“Joe Owens reached out to me and said that the company he worked for, (DTC), was looking to hire an account manager,” Lukas recalls. “After reviewing the qualifications, I took a leap of faith and applied. The rest is history.”
The Art of Account Management
Lukas’ role as an Account Manager at DTC requires him to remain agile and engaged, balancing the mastery of the IT industry’s ever evolving skillsets, with high caliber service. He believes that the most important qualities for an effective account manager include empathy, assertiveness, and excellent communication.
“The key attributes needed for me to successfully play my part, are all over the spectrum,” Lukas explains. “The first of which is empathy. Any time I talk with my clients, I need to try to view whatever situation has arisen, from their perspective in order to navigate to the solution effectively for them.”
On the other hand, Lukas recognizes the importance of being assertive. “No one wants to be the person that says ‘No, you can’t do that,’ but it’s important for me to let my clients know what is, and is not, realistic,” he says. “I do this, one – to help them to stay informed, but more importantly, to avoid what could become a much bigger issue if I just brush it under the rug.”
Overseeing a diverse portfolio of clients while coordinating with dozens of coworkers requires clear and consistent communication. Lukas emphasizes this criticality. “I am the middleman between a hundred-plus clients and 40 coworkers. I need to make sure every person in the equation who needs to be in-the-know, is in-the-know. If I don’t, trouble could brew from that.”
The Joy of Connecting with Clients
What Lukas enjoys most about being an Account Manager, is the opportunity and the novelty that comes with connecting to his clients on a personal level.
“Forrest Gump put it best when it comes to life – ‘You never know what you’re gonna get.’ I feel the same way about my clients,” Lukas shares. “Every time I have the privilege of sitting down with them, I am always so fascinated to hear about their journey and the reasons behind why they love what they do. I truly try to get to know each one of my clients; to show them that I really care about supporting them to do what they love.”
Navigating Challenges with Poise
When faced with difficult client situations or conflicts, Lukas approaches them with a calm and measured demeanor. “I just breathe,” he says. “Stuff happens. Everyone involved in a challenging situation wishes it wasn’t so, but sadly we all know it happens.”
Lukas finds it helpful to first acknowledge his clients’ frustrations, then work collaboratively to devise a plan of action to resolve the issue. “Most importantly, once we make it to smoother waters, I make sure to remain in communication with them; I like to keep my finger on the pulse of operations,” he adds. “Situations that start off as boulders, become pebbles when my clients know I am with them every step of the way.”
A Passion for Collecting
When he’s not serving his clients, Lukas indulges in a unique hobby – collecting sports cards. “Yes, I am one of those people with a pelican-case full of graded sports cards, traveling to shows around the country. I buy and sell the most desirable cards of top-name players in sports, ranging from baseball, to basketball, to hockey, and my favorite, football.”
Lukas Mueller’s multifaceted approach to account management, his genuine care for his clients, and his diverse interests outside of work, make him a true asset to the DTC family. His story is a testament to the value that each member of our team brings to the table.