Papa John’s new CEO Steve Ritchie recently wrote a letter to customers apologizing for some controversy that affected the company before he became the CEO. Steve Ritchie has spent the past 22 years with Papa John’s. He started off as customer service representative in 1996 and worked his way up to become a franchise owner and operator in 2006. He continued to work his way up through the company before becoming Papa John’s Chief Operating Officer in 2014. He became President of the company in 2015 and was ultimately promoted to Chief Executive Officer in January of this year.
Steve Ritchie Papa Johns addressed recent issues in the letter and listed a course of action the company would undertake to prevent these issues from occurring in the future. He addressed the racist and insensitive language that was used and said that type of language will not be tolerated under any circumstance. He also stated that Papa John’s is more than one individual. The company is made up of over 120,000 corporate members, franchise owners, and employees around the world who want to do the right thing for the communities they represent.
Steve Ritchie listed three things that Papa John’s would do to try to prevent any future controversies and regain the trust of its customers. First, the company would higher experts who would help the company improve its culture and diversity practices, find areas of weakness, and set goals. Second, Steve Ritchie and senior management will go around the country and talk to franchise owners and employees to get their feedback about what the company can do to improve its image. Third, Steve Ritchie wants everybody to be held accountable by being transparent about what is happening in the company.
This letter was the second of two letters. The first letter did not have an apology or show any empathy for the offensive things that were said. The second letter quickly followed the first letter and is showing to be a positive first step in rehabilitating Papa John’s brand and image. Papa John’s names COO, restructures company leadership.
Check out Ritchie’s profile: https://insiderlouisville.com/tag/steve-ritchie/