The customer already values good practical of management and the efficient leadership. He is through the people who the leader can exceed goals. For Federico Amory Aumentar the sales, to conquer new customers, to improve the yield, among others, are only tips of iceberg. They are the recognized problems easily, for the entrepreneur and the customers. what it is for backwards of this? What it needs to be carried through in an organization to conquer new customers, for example? One of the commented concepts more nowadays is the value perceived for the customer. Some organizations have invested weighed in the attendance to the customer, training employee of the front line, placing a line 0800, petty cash of suggestions, and still those musiquinhas and writings boats, that almost nobody has patience to hear until the end ' ' if it desires to speak with X marks X' '.

That is important, however it lacks something that complements and strengthens this initiative: the management of the business. All we know that the customer we are each more demanding time, for in such a way, if this not to feel confidence in the practical ones of the company, all this investment in the attendance, goes below for water. The confidence of the customer, in the exchange process, is motivated by two dimensions: managemental the politics and behavior the employees of the front line and practical adopted by the company. In markets of difficult differentiation in relation to the competition she is necessary of a complete organizacional reorganization, enclosing all the areas, processes, routines, people, leadership, systems of information and control; where the employees have all the support and the motivation to make optimum for the customer. In other words, if you to invest to motivate the salesmen, to train the staff who takes care of the customer or to place a SAC sector (service of attendance to the customer); believing that only this goes to decide its problem, you it is exceeded.

I taste of the characteristics associates to the management – not to control, to oppress people, to leave them without information, being lost time with things of little value and reports. (…) You must leave the way, leaving the people to make the certain things and rewarding them, when conseguem.’ ‘ (2) Many times, the executives do not obtain to delegate functions because supposedly they do not find people who can make definitive work, of the form that considers ideal, without necessity of constant supervision (scarcity of qualified staff). But, frequent, and even though of unconscious form, they do not want to delegate, therefore this represents loss of being able, of importance and of auto-they even esteem (they are not prepared to manage strategically, therefore they had never made it). Many times, also, the proper head does not know enough all process that is under its command. Therefore its function if concentrates in supervision, in verifying if the employees are working, if determined task he was carried through. They finish if overloading of work and losing the precious time to think, to evaluate, to plan and to learn.

only for the learning, either for contact with new technology, interaction with other realities, analysis of ideas and suggestions and the propensity to always study, keeping the humildade, that the leader really finishes knowing the process that she manages. understands better where they are the chances for constant improvement and innovation. It finishes for understanding which important functions need to be stimulated or exactly implanted in its area, therefore it will better understand the relation between costs and benefits. Unhappyly, in our born in the kingdom reality the politics, the power, the status, the indication.