Everybody makes mistakes but the most important thing is to apologize and that is what Papa John’s CEO. the company has been facing difficult times but the choice to apologize directly was a wise one. Not only did it speak directly to every customer but it also showed sincerity, remorse and willingness to take responsibility for all offense caused.
In the letter, the intuitive CEO tells his customers that he realizes that they were hurt and he too was pained by the fact that they were offended. He goes to say that racism will not be tolerated at the company. Steve Ritchie goes on to point out that Papa Johns (ir.papajohns.com) is not just one person but the 120,000 who live within the community and all over the world that works at various levels of the company. He then listed the number of actions the company was going to talk to ensure that something similar would not happen again.
Steve Ritchie Papa John’s promised that the company was going to set new goals on inclusion and diversity and that senior management will travel to the various stores to listen to customer and staff views. He asked the customer to hold the company accountable as they go throughout the process. He went on to say that he was personally going to be leading the actualization of the plan.
This letter has all the characteristics of a good apology. When apologizing it important for one to take responsibility for their actions and this letter does just that. He also went on to promise that the offense would not be repeated and such behavior will not be tolerated at Papa Johns.
When apologizing one should also take time to show what they are going to change and the CEO gives a list of things the company would be doing to be better and get back the trust they have lost. He showed emotional maturity by not only giving a direct apology but by making himself accountable. This apology shows that Steve Ritchie is sincere in his desire for the company to regain what it has lost.