In an emotional message to customers, Steve Ritchie the founder of Papa John’s looks to mend customer relations in a move viewed as a step in the right direction. Penning a letter to the clients, Steve Ritchie Papa John’s reflects on a week that has been the most challenging of his time at Papa John’s. He regrets the use of some wrong choice of words, noting they do not represent his views or those of the company. The company does not wish any association with racial slurs or insensitive language.
He goes on to give directions of actions the company wishes to take to make amends to the people who might have been offended by the unfortunate statements. He Points to a process of getting external professionals to expertly audit the culture of the company, its diversity, and inclusivity. Aiming to identify the company’s strengths and weak points. The report will provide guidance on where improvements are needed, helping the company to set achievable goals.
The senior management is set to be on the forefront of this process and has set out to listen to employee grievances and feedbacks, with the aim of moving forward as a team. Papa John promises an open and transparent process for which the customers can hold the company accountable. He sets out to lead the process to signify the importance he attaches to the trust the client’s place on the company. Going on to acknowledge that a lot of time and hard work is required to recover the full confidence of the customers. He sends an emotional thank you message to the clients for the honor they have given the company of serving them.
This particular letter can be noted for its compassionate appeal and straightforward apology. In showing vulnerability, the action pinpoints that no employee in the company is above criticism for unbecoming behavior. Papa John also clarifies that no single employee of the company is bigger than the company. The employees are hardworking, responsible people that form part of the surrounding community. In offering to lead the company in addressing the issue of diversity and inclusivity, he opens himself to being personally held accountable.
Read more about Steve Ritchie Papa John’s: https://www.boardroominsiders.com/executive-profiles/12879/Papa-Johns-International,-Inc./Steve-M.-Ritchie