Papa John’s CEO Steve Ritchie reached out to customers in a message that he hopes will keep them as loyal customers. In the apology he reminds the public that Papa John’s is much more than any one person. It is a group of over 200,000 people nationwide who are committed to the customers and the product.
Steve Ritchie Papa John’s went into specifics in his letter. He informed the public that Papa John’s has hired outside individuals to reassess the company’s culture. They hope to become more diverse and inclusive in all of their practices. They hope that this will improve the product and improve the overall customer experience.
He also pledged that the management team will travel to locations throughout the country. In their travels they will listen to employees and franchise owners in the hopes of improving every facet of the company. Above all, Steve Ritchie pledged that the company is committed to transparency in all that they do.
Mr. Ritchie admits that they need to earn back the nation’s trust and that it will take a long time. Steve Ritchie has pledged to lead this effort and to be held accountable for their success or failure.
This letter is actually the company’s second such letter. In this edition the CEO and President goes further than he did in the first. This letter overtly apologizes and outlines specific measures that they will take to improve themselves. They more establish themselves as a company that is ready to be dynamic to meet the needs of the future.
Steve Ritchie’s open letter to the public pledged to do better for the loyal Papa John’s customers who he believes deserve better. He took personal responsibility for the company’s failure and pledged that he will improve the culture and promote change, diversity, and transparency in all that they do.
Here’s Steve Ritchie’s executive profile: https://www.boardroominsiders.com/executive-profiles/12879/Papa-Johns-International,-Inc./Steve-M.-Ritchie