Steve Ritchie, the new CEO of Papa Johns, has recently given a heartfelt apology on behalf of the company that actually showed a great deal of emotional intelligence. After the original open letter on the Papa Johns website was posted, Steve Ritchie posted another letter that was directed straight to the Papa Johns customers. In the letter, Ritchie expressed remorse, acknowledged the harmful words that were said by the previous CEO, and offered amends for what was done with a series of actions he laid out that the company will take. According to finance.yahoo.com, these actions include the company hiring outside experts to help diversify and audit the company’s culture and inclusion practices, taking their senior management team on the road to listen to their employees and franchise’s feedback to better enact change, and a promise to be transparent to their customers along the way so that the company can always be held accountable to their actions.
Steve Ritchie seems genuinely determined to gain the Papa Johns customers trust back and acknowledged that trust is to be earned through time with these actions. This move displays a great amount of emotional intelligence and wisdom from Steve Ritchie from a business as well as personal perspective. On his bloomberg profile, Steve Ritchie also made sure to point out that Papa Johns is not just one individual, but a pizza company of 120,000 people. It is true that it is objectively unfair that one person in a company should be expected to be the single voice of the entire company when there are hundreds of thousands of other voices in that company. Steve Ritchie no doubt hopes that his apology letter will help bring back the steady business of the Papa Johns pizza company. This direct apology to the customers of Papa Johns seems to be the first step to the healing process needed by the company and customers alike.