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“When will this be done? I am a collector that you have no idea! ”

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That was how the mayor of São Paulo, João Dória Jr., in a meeting at the Military Police Operations Center (Copom), manifested himself when he was informed that security cameras would be installed in the city. In fact, this is not a label that most managers like to take on. But it's necessary. The real manager not only makes commitments, but especially keeps them!

When the administrator is not concerned with the delivery of what is under his responsibility, problems accumulate and, over time, generate stress, loss of confidence and results.

The cause of this is the lack of awareness of managers and employees about the dynamics of customers and, consequently, how important their responsibility to them is.

For this reason, each individual must be informed and continually reminded about the consequences of their errors, delays and omissions.

It is still curious to note the number of professionals who would like to work freely. They are the same people who expect, when opening the shower, that the water will fall. And, when they put their cell phones to charge, electricity is present in the outlet. Imagine if all the employees of the energy and water utilities decided to work flexible hours. Mainly the maintenance of these systems.

Although it is possible for some positions within companies to have, in fact, a certain tolerance of time, the world does not work that way. Every day, millions of Brazilians need water, food and electricity regularly, among other needs.

Likewise, each client expects, when hiring the company you work for, to be served at the quality and time specified by the contract established with your company. Therefore, each employee is responsible for ensuring this service. So, that responsibility starts with the individual being reminded repeatedly about it.

Second, every manager must establish not only what is to be delivered and when, but also the checkpoints at which he will check at what time the task is under the responsibility of each employee.

And then comes the most unpopular and relevant action that every manager should take: to demand from each one, at these control points, the delivery of what is promised. Unfortunately, many people think that when someone charges them, it is because they are suspicious of them, and not because they are fulfilling their role as leaders. This is the subject of many rough discussions and dialogues, as people are good at explaining why they did not do something, but they are not always so smart at creating solutions and meeting deadlines that are under their responsibility.

It is true that we are the fruits of a culture, but also agents of its transformation.

A trained professional knows how long the tasks under his responsibility take, taking into account even the hardships caused by other people and departments. He knows how to receive charges and show evidence that the tasks under his responsibility are being done. And, also, it knows how to charge its obligations to others and help everyone do what has to be done, when it has to be done.

There is no point in having an environment where everyone is friends with each other, in order to avoid mutual charges and show evidence of what is under their responsibility. But, customers are poorly served, the company is unprofitable and its future is compromised.

Let us not be under any illusions: no one likes to be charged. However, there is no way to synchronize the actions of many people to fulfill the company's purposes without this charge. Therefore, as embarrassing, unpleasant and stressful as it may be, the good professional must have an emotional domain to withstand the demands and, above all, deliver what must be delivered, when it has to be delivered.

When this is not done, people wait in hospitals and at airports, streets are not conserved, food, electricity, water and sewage do not get where they should be, crimes are not avoided and customers are not served. Therefore, only an unconscious person imagines that his work is insignificant. Each individual in an organization is fundamental to the achievement of goals.

The important thing is that each manager does his part in this complex system, keeping it intact and acting as expected.

And that this awareness transforms customers, employees and leaders into a community concerned with people and capable of meeting their needs, generating opportunities and prosperity for all.

Let's move on!