Recently, Zomato CEO Deepinder Goyal made a stint as a delivery partner with his wife Grecia Munoz to deliver food to customers in Gurugram. Dressed in Zomato uniforms the duo hopped onto a bike to deliver customer orders. However, they were denied entry to Ambience Mall and forced to use service stairs.
Goyal went ‘undercover’ that day to understand the daily challenges of the delivery agents.
Goyal shares the challenges of delivery partners
Experiencing the denial at Gurugram’s Ambience Mall, the CEO posted a video of his experience and tweeted: “During my second order, I realised that we need to work with malls more closely to improve working conditions for all delivery partners. And malls also need to be more humane to delivery partners. What do you think?”
After this, Ambience Mall immediately responded and the administration took quick measures to improve working conditions for delivery workers.
A positive change
Goyal took to social media and updated everyone about the positive change: “Ambience Mall has already responded to the situation, and created a comfortable online food delivery pick up point for all delivery partners. “
Thanking the owner he added, “Thanks Arjun (owner of Ambience) for noticing my post and taking quick action. He’s also agreed to let us deploy some “walkers” inside the mall to quickly shuttle the food from the restaurant to these pickup points to hand over the food to delivery partners.
I urge all the other mall owners to please do the same, or come up with other innovative solutions which can help our collective customers, our delivery partners, restaurants, delivery aggregators, as well as malls themselves.”
Netizens react
Netizens have appreciated Goyal’s initiative and congratulated him wholeheartedly on his mission of posing as a delivery partner and its impact.
An X user commented, “This is the impact a ‘Leader’ can create. I hope other CEOs can learn from this instead of wasting time on X trolling others.”
Another wrote, “Proud shareholder of Zomato today. Even if this was a PR stunt, I am fine, because it improves the overall ecosystem. @bhash should learn some humility lessons. There's a reason why Tata's and Mahindra's are celebrated.”
Someone else remarked, “Fantastic. Hope, Ola CEO learns from you and from the owner of Ambience mall to improve end-to-end customer experience than being arrogant when issues are pointed out.”
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