Papa John’s Pizza was established in 1984 and has been in business for more than 3 decades. The company has fallen on hard times and is looking to rebuild their image. Customer opinion has shifted against them and their sales have been dropping. Current CEO Steve Ritchie has been working very hard in order to overturn and bring back the Papa John’s that customers loved. The campaign included a video in which they acknowledge the customer’s views and make the assurance that the views are helping them improve.
The video dubbed “We heard you” includes some of the negative feelings and thoughts expressed by the disappointed customers. Steve Ritchie also wrote a letter to customers expressing remorse for the negative remarks that have been associated with the company. In the letter, he highlights the various actions that the company plans to take in order to repair the company’s image. Senior management has been taken through a workshop on unconscious bias and the plan is to ensure all employees and managers go through the same training.
This will ensure that the company becomes more inclusive. Steve Ritchie along with the leadership team has also been on “Meet the People” trips to Atlanta, Chicago, Chicago among other cities in a bid to meet and hear customers, franchise owners and employees have to say. The idea is to find out what they think the company can do to become more diverse. In the same spirit, the company has put together a team of experts on diversity to help the company in dealing with issues of diversity, inclusion, and equity.
They have also hired experts to do a cultural audit of the company and who will identify things they need to change or modify. The company is also working on increasing franchises owned by a minority as well as becoming more involved in the communities Papa John’s employees live in. Steve Ritchie added that he was committed on a personal life to making the company leadership diverse.
About Steve Ritchie
Steve Ritchie is the CEO and President at Papa John’s Pizza. He has worked for the company for more than 20 years in which time he has held many positions including owning a Papa John’s Pizza franchise.