Steve Ritchie, the CEO of Papa John’s hailed as a great leader, level-headed and emotionally intelligent by others. His 22 year plus stint with the company has taught him about how to handle crises and avert the situation so he and his team can learn from the mistake and move forward in the right direction.
After the faux pas at the company, the nation was privy to hear; Steve Ritchie was on the move to show that one employee does not represent him nor the rest of the 120,000 people that are working for and with him. His apology was sent out to the anticipating American public to see how he would respond.
Steve Ritchie Papa Johns was not only sympathetic, understanding and genuinely apologized for the grievances that the American public had to deal with. He decided to take action and not just use words to try and heal. He identified that there would be more training for employees on diversity and cultures. The upper management was not just going to sit in an office all day, but they would be out going to the various stores all over the country to be communicative and listen to their employees with changes that need to take place within the company.
He even became vulnerable, which does not happen much at all with most CEO’s, and told the public that he wants them to hold him accountable for his actions as well as all others. He refused to tolerate language and actions that are deemed inappropriate by him and the general public. Steve Ritchie told people that he wants to work harder than ever to get his customers back and gain their confidence in Papa John’s again.
He personally thanked anyone and everyone that works for Papa John’s and all the people that have been customers now and in the past. Steve admitted that it was going to take time for people to let go and get past the conflict that had transpired. But he assured them all he was going to do whatever it took to move beyond all of that.