New Delhi: Zomato CEO Deepinder Goyal has called on shopping malls to adopt more supportive measures for food delivery partners, sharing his personal encounter with logistical challenges while fulfilling delivery orders. Goyal, alongside his wife Grecia Munoz (known as Gia Goyal on Instagram), undertook the role of delivery executives in Gurugram to gain firsthand insight into the obstacles faced by delivery personnel.
Firsthand Experience Reveals Entry Barriers
In a candid social media post on Sunday, Goyal recounted his experience at Ambience Mall in Gurugram while picking up an order from Haldiram’s. He emphasized the need for malls to collaborate closely with delivery companies to enhance working conditions. “During my second order, I realized 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?” Goyal wrote, attaching a video that further detailed his experience.
Challenges Faced by Delivery Executives
Goyal described how he was directed to use an alternative entrance and was instructed to take the stairs instead of using the elevator. Determined to understand the full extent of the issue, he attempted to use the main entrance to check for elevator access for delivery partners. “We reached Ambience Mall in Gurugram to pick up the order from Haldiram’s. Was told to take the other entrance, and realized they are asking me to take the stairs. Went in again through the main entrance to make sure there aren’t any elevators for delivery partners,” he explained.
Upon taking the stairs to the third floor, Goyal discovered that delivery partners were not permitted entry into the mall and had to wait at the staircase to receive their orders. Despite these obstacles, he managed to collect the order by sneaking in when the staircase guard was momentarily unavailable.
Advocating for Better Collaboration and Support
Goyal’s initiative to experience the delivery process firsthand allowed him to engage with fellow delivery partners and gather valuable feedback. “Chilled with my fellow delivery partners while also getting valuable feedback from them,” he noted. This experience underscored the pressing need for malls to implement more accommodating practices for delivery personnel to streamline operations and improve overall efficiency.
Call to Action for Malls and Delivery Services
By sharing his experience, Goyal aims to foster a dialogue between malls and food delivery services to address and resolve the common challenges faced by delivery partners. Improved access and better working conditions are essential for ensuring that delivery operations run smoothly, benefiting both the service providers and the customers they serve.
Conclusion
Deepinder Goyal’s proactive approach in stepping into the shoes of a delivery executive highlights the importance of empathy and collaboration in the rapidly evolving food tech industry. His call for malls to adopt more humane practices for delivery partners seeks to create a more efficient and supportive environment for those essential to the food delivery ecosystem.
