 |
|
Deepinder Goyal, the CEO of Zomato, took an unusual step to gain firsthand understanding of the challenges faced by the company's delivery executives. He spent a day working as a delivery agent, alongside his wife, Grecia Munoz, navigating the intricacies and hardships of the gig economy. His experience shed light on the often-difficult conditions delivery workers encounter, especially within specific environments like shopping malls.
Goyal documented his experience in a video, highlighting an incident at Ambience Mall in Gurgaon where he was denied entry through the main entrance while picking up an order from Haldiram’s. The mall’s security personnel directed him to use a side staircase, a policy reportedly applied to all delivery executives, barring them from accessing the main area of the mall. This restrictive policy forced delivery workers to navigate inconvenient and time-consuming routes, adding to their workload and potential delays for customers.
Goyal's experience went beyond the physical inconvenience. He was further told that he couldn't enter the restaurant to pick up the order and had to wait at the stairwell. There, he joined other delivery workers, listening to their daily struggles. He witnessed firsthand the lack of basic amenities, the long wait times, and the disrespect they often faced. Goyal’s experience highlighted the need for a more humane and respectful approach to the treatment of gig workers. He acknowledged the need for greater collaboration between delivery platforms and malls to create a smoother, more respectful environment for delivery personnel.
Goyal's initiative is not unique. Several other CEOs have undertaken similar undercover missions to gain a better understanding of the realities of their workforce. Earlier this year, OLA Cabs CEO Hemant Bakshi worked as a cab driver to understand customer expectations. Uber CEO Dara Khosrowshahi also once worked as a driver to experience the day-to-day challenges faced by Uber drivers. These experiences underscore a growing recognition among business leaders of the importance of understanding and addressing the challenges faced by their workforce, particularly within the growing gig economy.
Source: Deepinder Goyal barred from mall’s main entrance while working as delivery agent