Zomato CEO Deepinder Goyal’s Hands-On Approach: Delivering Food to Understand His Team

In a remarkable gesture that showcases true leadership, Zomato CEO Deepinder Goyal took to the streets himself to deliver food, just like his delivery partners. On Sunday, October 6, Goyal donned the signature red uniform of Zomato and experienced first-hand the day-to-day struggles of those who form the backbone of his company’s delivery service. This move not only highlighted his humility but also sent a strong message to his employees and customers.

Deepinder Goyal’s Eye-Opening Experience

In a tweet accompanied by a video, Goyal shared his experiences delivering food. His journey took him to Ambience Mall in Gurugram, where he encountered a challenge right from the start—being denied access through the main entrance of the mall. Like many delivery partners, he was directed to use the stairs, an issue faced by most delivery staff daily.

Goyal explained how he had to climb multiple flights of stairs to reach the restaurant located on the third floor. He candidly admitted that this physical exertion was a regular part of the job for his delivery partners and highlighted the need for better working conditions. Through his first-hand experience, he emphasized that while customers enjoy quick deliveries, the process behind it is far from simple.

A Leader on the Ground

The sight of one of India’s wealthiest CEOs sitting on the floor of a mall, talking with delivery partners, is not one you see every day. Goyal’s decision to interact with Zomato’s delivery staff personally was more than just a symbolic gesture. It sent a clear message to the company’s leadership and its customers: Zomato’s focus is not only on customer satisfaction but also on the well-being of its delivery staff.

During these conversations, Goyal made an important observation. He pointed out that malls need to improve their treatment of delivery personnel, offering them better access and facilities. His tweet highlighted the need for malls to adopt a more “sensitive and humane” approach towards delivery staff who often face unnecessary challenges when picking up orders.

Leading by Example: No Work is Big or Small

Deepinder Goyal’s decision to become a delivery partner for a day reflects a simple yet powerful belief: no work is too small. The Zomato CEO is an example of a leader who is not content to simply manage from the top but is willing to step into the shoes of his employees to truly understand their challenges. His experience not only shed light on the everyday hurdles faced by delivery staff but also demonstrated the respect he has for their work.

Goyal’s approach sends a clear message that leadership is about more than giving instructions; it is about empathy, understanding, and working alongside your team. In a world where corporate leaders often remain distant from ground-level operations, his willingness to get involved in the day-to-day activities of his employees sets a strong example.

A Commitment to Delivery Partners’ Well-Being

Zomato, under Goyal’s leadership, is aiming to bridge the gap between customers’ expectations and the needs of delivery partners. His hands-on experience allowed him to see first-hand the struggles that many face, such as navigating difficult working conditions and receiving minimal respect from establishments they work with.

This step by Goyal is a strong indication that Zomato is committed to improving the working conditions of its delivery staff. It’s not just about ensuring fast and reliable deliveries to customers but also about recognizing and addressing the difficulties faced by the delivery workforce. Goyal’s interaction with delivery partners reinforced Zomato’s commitment to their welfare, aiming to bring positive changes in how they are treated, especially in public spaces like malls.

From CEO to Delivery Boy: Goyal’s Humble Background

While Deepinder Goyal is now one of the richest people in Gurugram, with a net worth of Rs 9,300 crore, his journey to success has been marked by hard work and persistence. According to the Hurun India Rich List 2024, Goyal ranks as the second-richest person in Gurugram. Yet, despite his wealth, he has not forgotten the importance of humility and respect for all kinds of work.

His personal delivery experience shows that even after achieving immense success, Goyal understands the importance of staying connected to the people who make the company run smoothly. The move serves as a reminder that no matter how high someone climbs, it’s important to remember the roots and recognize the efforts of every individual in the process.

A Powerful Message for the Corporate World

In an industry driven by numbers, targets, and customer satisfaction, Goyal’s decision to deliver food himself stands out as a message to the entire corporate world: the well-being of employees should be as important as meeting business goals. His experience highlights the need for top executives to understand the real-world challenges faced by employees, especially those working at the ground level.

Goyal’s leadership is not just about running a successful company—it’s about setting an example for others to follow. His actions underline the value of empathy, respect, and hard work, principles that are at the core of Zomato’s mission to deliver not just food but also happiness and care for everyone involved in the process.