Steve Ritchie, the Chief Executive Officer of Papa John’s, wrote a wonderful letter of apology to Papa John’s customers, expressly apologizing to Papa John’s customers for several racial insensitive remarks made by a person closely linked to the Papa John’s brand and promises to take several remedial actions to deal with the issues and concerns brought into being by these unfortunate occurrences. The racial insensitive remarks that dictated the writing of a letter of apology by Steve Ritchie was the blaming of declining Papa John’s sales on the NFL’s lack of ability to effectively handle the problem of NFL players protesting perceived inequitable treatment of minorities by kneeling during the playing of the national anthem and the use of a racial slur during a conference call.
According to INC, the apology made by Steve Ritchie was explicit, sincere, and empathic. He clearly denounces those racial insensitive remarks, stating that those remarks and sentiments are only those of the particular person who made them and are by no means a reflection of the values of the Papa John’s company, whose employees number well over 120,000, the vast majority of whom are good, decent, hard-working individuals residing within the very same communities that Papa John’s customer live in. Steve Ritchie goes on to say that such bad behavior will not be tolerated by any Papa John’s employee.
The promised remedial actions to be taken by Steve Ritchie and the company was clearly defined. Steve Ritchie assumed responsibility for winning back the trust of Papa John’s customers by hiring auditors to audit the company’s culture, diversity, and inclusiveness to show Papa John’s customer that those racially insensitive remarks are in fact not an accurate reflection of the company’s values. Further, according to Wikipedia, Steve Ritchie intends to dispatch high level executives to the field to listen to the views and concerns of their employees and franchises with the view of obtaining a path on which everyone could move forward and away from these unfortunate incidents. Steve Ritchie also promises that this entire process will be conducted in a transparent way and asks to be held accountable by Papa John’s customers for this undertaking.
See Papa John’s latest status on Twitter: https://twitter.com/PapaJohns/status/1017881138432528385