Zomato made waves with its new ‘pure veg’ delivery fleet. This sparked a debate among netizens and the company faced quite a backlash. Initially aimed at catering to those having specific dietary preferences, this initiative ‘unexpectedly’ ruffled some feathers, also highlighting how important it is to find a balance between serving customers and respecting cultural sensitivity.

For CXOs and leaders, this incident comes as a strong reminder of the complexities that businesses face while working their ways in the business world, especially in a country as richly diverse as India. As we delve deep into the crux of the matter, here are five leadership lessons from this episode for every business leader –

Seek Deeper Market Insights:

Reports suggest that as per Zomato’s survey, 72% of their customer base had shown a clear customer demand for a ‘veg only’ option (whether a sample size of 1600 is a good sample size for a country like India, is a separate matter for discussion), and yet the ‘green fleet initiative’ had to take a ‘U’-turn. It goes without saying that while data-driven decisions are crucial, understanding the socio-cultural perceptions is equally important. It’s not just about what customers want, it is also about how they perceive an action. It is imperative for business leaders to go beyond just information and understand the very ethos of their markets.

Prioritize Cultural Sensitivity:

India is a country that has a rich and diverse tapestry. Here dietary preference carries a meaning that is deeper that having a preferred meal. When business leaders and companies acknowledge and honour the cultural belief systems of their customers while taking their strategic decisions, they tread on the path of creating not just a brand, but a lasting legacy.

‘Be Water, my Friend’:

Zomato showed some mettle in doing a quick action correction in response to feedback. It takes courage to be able to take feedback, respect it and then respond to it by taking an action. And ‘courage’ is a hallmark trait of a good business leader. It is crucial for those at the helm of affairs to be receptive, adapting, flexible and agile in the way they operate their business. Bruce Lee was right when he said, ‘Be Water, my Friend’!

‘Fail Fast, Fail Forward’:

Every high performer looks at a challenge as an opportunity for learning and growth. This rare species of individuals believes in ‘Fail Fast, Fail Forward’, a concept that encourages individuals and organisations to embrace failure, learn from it, and use those lessons to move forward. When leaders embrace both, success and setback, they instil in their teams, a ‘mindset of growth’, and such teams eventually become ‘unstoppable’!

Be Open, Be Transparent:

When leaders have an open and honest communication with their customers, especially during times of such controversies, it goes to show their commitment to integrity. To be able to take ownership of action and respond to feedback and criticism with grace is what differentiates a great leader from among others.

Business challenges like the Zomato incident do not just bring trying times for companies, they also act as a stimulus for progress and growth. Having said that, it is also time that business leaders strive towards more inclusive and sensitive business practices.

– CA Jyoti Vishvakumar Harsh