A few days ago, I was at Goa Airport waiting for a flight to Patna. The one other flight was scheduled to depart at 05:00 PM but got delayed—and by midnight, it still hadn’t arrived.
Passengers were visibly frustrated with questions and irritation filling the air. The tension was palpable. then something remarkable happened.
The service provider team aware that many of were go to Gujarat, started playing lively Garba music at the gate. Slowly, the mood began to shift. People tapped their feet, smiled and eventually joined in the dancing. What was once frustration transformed into celebration.
This wasn’t just crowd control; it was empathy in action. While the delay couldn’t be fixed immediately, how people felt about it was.
The biggest lesson?
In leadership and business, empathy often creates a more lasting impact than immediate solutions. When faced with challenges, addressing emotions thoughtfully can turn a negative experience into a positive connection.
Vikas Dhar Dwivedi
08/10/2025
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