An article posted on Inc.com, introduces to customers the new CEO of Papa John’s, Steve Ritchie. The article quotes an apology letter written by Steve Ritchie apologizing to Papa John’s customers for events that took place within the company this year and goes into detail about actions he will take to move the company forward. Even though the name Steve Ritchie is new to the general public, we learn in this letter that the CEO is not new to the company. Ritchie states that he has been with the company for 22 years. The letter uses multiple bullet points to lay out Ritchie’s plan for future actions, including auditing their “culture and diversity and inclusion practices”, getting feedback from employees and promises of transparency. Steve Ritchie then goes on to thank customers for their loyalty and reiterate that the company is only in business because of it’s customers.
The article goes on to describe a letter that was written by Steve Ritchie previous to this one and describes the missing attributes of compassion and direct apology, that made the previous letter miss the mark on sincerity. The article states that either Steve Ritchie himself noticed the faux pas or someone wisely pointed out his shortcomings.
We then read how Steve Ritchie Papa Johns corrected the mistakes made in the first letter by being directly apologetic and empathetic to the situation described. The author at first appears to be approving of the corrected second version of the letter by showing and asking for accountability in his new position with the company, but then in the next paragraph semi-chastises the new CEO for his first attempt at the letter. The author then immediately goes on to say they are choosing to look at the bright side and take the apology letter as sincere. Follow Steve Ritchie on Twitter.