After troubling times, Papa John’s needed a fresh start and CEO Steve Ritchie came in handy to provide one. He wrote a breathe-taking apology letter to customers. Initially, there was a letter published on the company’s website but it did not drive the point home as the recent one did.
In the letter, Steve Ritchie addressed various issues. He pointed out that the pizza company is bigger than any individual. Steve Ritchie continued to say that the company has 120000 team members who are working to provide quality pizza and services.
Papa John’s new CEO went ahead to point out what they were going to do to address the issues surrounding inclusivity and diversity in the company. The company is in the process of bringing in experts to audit its operations and identify their strengths and weaknesses as far as the company’s culture, diversity as well as inclusion practices are concerned. According to Steve Ritchie, this will help them set clear goals going forward. They will also seek feedback from employees and franchises in an effort to finding a clear direction to take and forge forward easily on the path of inclusivity and diversity. Ritchie vowed to personally spearhead the effort while making sure there is transparency all the way. He wanted everyone to be held accountable for their deeds and him not being an exceptional.
Well, the letter was comprehensive and at its bottom, he thanked their customers for their loyalty. The company has great ingredients and this letter too had great ingredients including point-blank apology as well as compassion. Pointing out the specific actions they will take to address diversity and inclusion in the company was a wise move.
Steve Ritchie Papa Johns said that they are working hard to regain the trust of their customers. Papa John’s values their customers and therefore, although it will take time, Ritchie is dedicated to earn their trust. Unlike its predecessor, the letter addressed the issues in hand head-on and showed empathy as well as a bit of vulnerability and of course, point-blank apology. It was a sincere effort toward healing and recovery. It is probably a positive stride towards helping Papa John’s to continue thriving in the market.