Steve Richie has recently been nominated as the new CEO of Papa John’s Pizza and his first action might as well have saved the entire company’s future with a heartfelt apology letter to all of its customers. Nowadays, more than ever, companies have been put on display for their behavior thanks to social media and how fast information travels through them. Thanks to how involved we all are with social media, actions seem to have a bigger impact than ever before, be it good or bad. So when a CEO comes out and publicly apologizes to all their customers, it is bound to reach an incredible number of people.
The letter, while heartfelt and promising, shows that Steve Ritchie Papa John’s is well aware of how important this moment is for the entire company. In it, he tries to convey that the company does not, and will not take racism and insensitive language lightly, while it also tries to address what steps the company will take from here on out.
It also does a great job at trying to focus on the fact that the company is made of all kinds of people. As well as trying to restore the faith of its costumers by saying, “We want to regain your trust, and we will work hard to earn it.”
According to courier-journal.com, to achieve the goal of regaining the trust of customers, he promises to take certain actions such as bringing external experts to help audit the company and make sure they have an environment that promotes inclusion and diversity. As well as a feedback system that will help make sure the company is heading towards a forward path.
While he promises to be personally involved with these new actions from the company, it also ties the customers back to them by stating that they will always be transparent and that they want the customers to hold them accountable for their actions. It’s a great way to make sure that their customers feel important and that they matter.
It’s still early to say if this maneuver from the CEO will impact the brand in a positive way, however, in case it does we might see a shift in the way big companies deal with the public.