Having the ability to demonstrate emotional intelligence is a quality worth having when it comes to business. Papa John’s CEO Steve Ritchie knows all about that when he recently wrote a well crafted apology letter to Papa John’s customers.
In Steve Ritchie’s letter, he explained that Papa John’s Pizza is a corporate and franchised company with tens of thousands of members whose primary goals are to provide better service and better pizza. He shared in this letter his new plan to regain the community’s trust and redemption. Through a new plan of action, Steve has hired experts to come in and audit Papa John’s inclusion practices. Through this audit, experts identified the strengths and weaknesses through the culture and diversity of Papa John’s Pizza.
Steve hired a senior management team to listen to different views and feedback they heard from employees and franchisees as part of his new plan to do better. Steve told customers that he would personally take lead in the effort and wants customers to hold Papa John’s accountable for racism and insensitive language. He wants it to be known that in no way does Papa John’s Pizza condone these beliefs or behaviors, and that this goes against the views and values of our company and the 120,000 hard working employees who represent Papa John’s Pizza. Read Ritchie’s second apology letter here.
Steve Ritchie’s plan to redeem a good reputation for Papa John’s was a swift adjustment to recovery. Steve provided the right touch of compassion and empathy that made all the difference to the customers. His direct apology sent via email to all the loyal customers was the most sincerest effort for the starting of the healing process. Steve reminded everyone that Papa John’s is bigger than any one person and a whole community of hard working people make up Papa John’s Pizza, community people like you and me. Steve Ritchie Papa Johns‘ demonstration of emotional intelligence was just what Papa John’s needed for taking steps, moving forward in the right direction.
Check out Steve Ritchie’s profile on Crunchbase: https://www.crunchbase.com/person/steve-ritchie