Steve Ritchie, the CEO of Papa Johns’, came out and apologized to customers for the recent scandal faced by the company. The scandal has led to them losing an opportunity to supply pizza for the NFL. Furthermore, the situation escalated, and other consumers are disassociating with the brand, and this has led to a decline in the returns. The public image of the company was tarnished, and the general public has grown cold towards the brand too. Mr. Ritchie wrote the first apology letter, but it did not sink well with the public, and it was criticized for lacking a sense of compassion and genuine apology. The second letter was deemed to be appropriate and convincing by the general public.
The letter emphasized that the company will not entertain anyone promoting racism and insensitive language. Ritchie added that Papa Johns’ being a pizza company with various outlets in different locations worldwide, it has 120,000 corporate and franchise team members. These individuals are diverse in many ways and strive to ensure that the quality of services provided is not compromised, and the pizza is great. In order to gain the trust of their consumers back, various actions are going to be implemented. Having an external auditor to conduct an audit on the company’s culture and diversity and inclusion practice is one of the action. By doing so, the company will be able to identify its strength and weakness to visualize and actualize their goals. Read this article from the Biz Journals for further details.
The senior management team will be on a mission to gather vital information from employees and other franchises on the best way to move forward. Being transparent with the customer in the day to day activities will bring about an element of trust and Papa Johns will be accountable for any unfortunate situation. Steve Ritchie Papa Johns assured that he would be on the forefront in ensuring the efforts to regain the confidence of their customers since that is the optimal goal for Papa Johns at the moment. He also said that the past week had been the most hectic in the duration he has served at Papa Johns. Steve Ritchie concluded by thanking the loyal customers and promise to do better in the future because Papa Johns is in operation because of them.