Steve Ritchie, CEO, penned a letter to the customers to not only apologize, but to explain what actions Papa John’s is going to take going forward. He did reassure Papa John customers that offensive language and racism will not be tolerated by Papa John’s no matter the source. Steve Ritchie went on in his letter to explain what actions Papa John’s is going to implement to prevent these things from happening again.
He stated that experts are being hired to do an audit of the company’s diversity and inclusion policies in hopes of identifying the company’s weaknesses and to create a plan to fix them. Papa John’s management will be traveling around the country to actually talk to customers and get their feedback. Finally, Steve Ritchie told customers that the company will be transparent and that he wants them to keep Papa John’s accountable for all their actions.
In the letter, Steve Ritchie continued to state that he personally will be overseeing this effort to create a better company and to work hard to regain the loyalty of their customers. Steve Ritchie Papa John’s thanked customers and stated that he hopes that Papa John’s will have the privilege to continue to serve them.
Only time will tell what effect this letter will have on Papa John’s customer base. Not that saying I am sorry will solve the issue, however, it is a step in the right direction. It shows customers that the company is larger than the actions of one single person and that most of the employees are hard working individuals that want to do things right. The letter also was clear on the actions that Steve Ritchie is going to take and that he really wants customers to hold the company accountable. Follow Papa John on Twitter.