One of the qualities of an effective leader is to be accountable and responsible. The new Papa John’s CEO, Steve Ritchie, did exactly that by offering a direct apology. It was a move in the right direction to correct the misunderstanding about the company. At times, all that is needed to fix a problem is to apologize. That is precisely what Papa John’s CEO did. Gaining the trust of the customer requires someone who is willing to set things right. The new CEO made a move to correct what had been made crooked. He used a whole new approach to offer his apology.
In the letter, the CEO talked about how he admitted to having gone through one of the hardest weeks in his career in Papa John’s. He said he was sorry about the words that have been said. He continued to say in his letter, that Papa John’s will not tolerate any insensitive language and racism. Steve Ritchie also noted that Papa John’s is not an individual but a company that has over 120,000 franchisees and corporate members all over the world.
He promised that he would not be using words but actions as well. Steve Ritchie said the company is in the process of getting experts to audit it. The audit will enable the company to identify its strengths and weaknesses. He went ahead to say that Papa John’s will have its senior management team on the road to listen to the franchisees and get feedback in order to move forward. Steve Ritchie also said the company would be transparent in every way.
The new CEO is doing everything to win back the customers trust. Steve Ritchie showed empathy and offered a direct apology without beating about the bush. The CEO gave specific actions the company will take to address inclusion and diversity. He also said he will be in the forefront to bring the much-needed change to the company. The CEO attempted the recovery and healing process. Ritchie made sure the company is in the good books in the eyes of the consumers. Because they are the once that are important.
Find out more about Steve Ritchie: https://www.crunchbase.com/person/steve-ritchie