When I was interning as a Product Manager at Mazars, it was the festive season and the Customer Success team had faced major incidents and tickets raised on the ServiceNow portal due to system outage which caused the ETL process to crash, thus leading to none of the audit reports to get uploaded into the system. Our platform was one which provided automated auditing capabilities to asset management funds and hedge funds in the US, and thus, on an average, 10k reports were published/uploaded on the portal everyday. Thus, the crashing of the system was a nightmare for us, and on top of that, it being the beginning of the festive season made things difficult. This was the time wherein the lead ETL developer took offense of working during this time which hampered the work of the other team mates and thus, had to be forced to work for the ensuring that we meet the customer SLA. At first, when I came to know about this, I was a bit upset and taken by shock, but later i calmed myself and decided to approach the situation maturely. I decided to talk to the colleague personally and understand where he was coming from. I decided to remain calm and understanding and listen to him with all ears without any pre-conceived notions. On discussing the issues, I realized that the person had booked tickets for the next day for his family vacation and thus, didn't have the capacity to work that day. I understood his situation and tried to ask him of a person who could replace him if he under no capacity could work that day. I also tried to pacify him and make him understand of the urgency of the situation and if he could work it out someway. The colleague understood our urgency and offered to work for an extra of 2 hrs. He also offered a replacement of his for other immediate needs in case he was unavailable. This made me re-affirm the fact that people work well if they are treated well and you put in them your confidence and bets. I also realized to always have replacement resources ready in case of such uncalled emergencies.