Zomato CEO Deepinder Goyal has recently called for malls to adopt a more empathetic approach towards delivery partners, following his personal experience working as a delivery executive. Goyal, along with his wife Grecia Munoz—now known as Gia Goyal on Instagram—decided to step into the shoes of Zomato delivery partners in Gurugram, aiming to gain a firsthand understanding of the challenges they face.
In a detailed social media post, Goyal recounted an incident at Ambience Mall in Gurugram while tasked with picking up an order from Haldiram’s. He encountered significant hurdles that many delivery partners regularly face, particularly when it comes to navigating mall premises. Upon arrival, he was directed to a separate entrance, only to discover that delivery personnel were required to use the stairs due to the unavailability of elevators for them. After climbing multiple flights of stairs, Goyal found that delivery executives were not permitted inside the mall and had to wait at the stairwell to receive their orders.
Reflecting on this situation, Goyal emphasized the urgent need for improved conditions for delivery partners, highlighting the necessity for malls to adopt a more humane approach. “We need to work more closely with malls to improve working conditions for all delivery partners,” he stated. During his wait, Goyal took the opportunity to engage with fellow delivery workers, gathering valuable feedback about their daily challenges and experiences.
In a lighthearted conclusion to his post, Goyal shared that he eventually managed to collect the order when the security guard monitoring the stairway took a brief break. This personal insight into the struggles faced by delivery partners underscores the importance of empathy and cooperation between businesses and those who facilitate their services.
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