Last week, I was having dinner at a local restaurant. At a nearby table, a couple was struggling to calm their restless toddler while placing their order. The child was on the verge of a meltdown, and the parents looked frazzled, juggling menus and crayons.

That’s when the waiter stepped in. He crouched to the toddler’s level, pointed to the kids’ menu, and pulled crayons from his pocket like a magic trick. The toddler’s eyes widened, and within moments, he was engrossed in coloring. The parents exchanged a grateful glance, finally able to catch their breath.

This moment was not just about good customer service—it was about empathy. The waiter did not solve every challenge but saw their frustration, met them where they were, and made their day a little easier. Empathy is not only a personal virtue but also a powerful tool for business leaders and change-makers.

Empathy Builds Trust

Trust is a cornerstone of strong business relationships. Addressing frustrations or concerns with empathy fosters trust, opening doors to collaboration and loyalty. In negotiations, for example, focusing on the “human” side—such as reasons, motivations, or misunderstandings—can create pathways to solutions that technical arguments alone might never reach. For purpose-driven organizations, trust is often what sets them apart. Leaders who prioritize understanding their employees, clients, and other stakeholders build stronger networks that thrive on mutual respect.

Empathy Drives Innovation

Empathy also inspires creativity. The waiter did not just toss crayons on the table—he used magic to distract and connect with the toddler. Similarly, understanding customer or employee challenges helps businesses uncover unmet needs and design innovative solutions. A small business that listens to its clients may create offerings that simplify their lives and foster long-term success.

Empathy Resolves Conflict

Conflict is inevitable in business, but empathy helps navigate it constructively. By focusing on the “why” behind a disagreement, rather than just the “what”, empathetic leaders can de-escalate tension, shift mindsets, and even turn conflict into an opportunity for resolution. Recognizing underlying concerns fosters understanding and builds stronger relationships—even in difficult situations.

Conclusion: A New Path

Empathy may not be the easiest approach, but it is often the most rewarding. It connects people beyond strategies and spreadsheets, creating a foundation for lasting success. What role does empathy play in your business and life? It’s worth reflecting on—and practicing even more.