When a large corporation speaks directly to its customers, the right words make all the difference. No matter the situation, it’s crucial the words selected be done so in a careful manner. While some companies attempt to do this and come up short, Papa John’s Pizza CEO Steve Ritchie did not. Based on reactions from business communication experts, the open letter Ritchie recently sent to customers did an excellent job of explaining not only where the company is at the moment, but where it plans to be in the near future.
In using the letter, Steve Ritchie laid out a clear vision of the company’s future expectations to customers, employees, and franchise owners. To begin with, he touched on the areas of inclusion, diversity, and overall company culture, and let it be known Papa John’s would soon be bringing in outside auditors and consultants to conduct independent assessments of the company’s various practices. By doing so, company strengths and weaknesses can be identified, and new goals and strategies developed to help the company go forward.
Along with this important step, Steve Ritchie also pointed out in his letter to customers that his company will also be sending top-level executives to various Papa John’s restaurants throughout the country, in an effort to gain a greater understanding of not only daily operations, but also concerns of employees and customers. By taking this extraordinary step, Steve Ritchie believes the company will be made stronger, and will be better able to implement new and innovative strategies aimed at positioning the company for sustained, long-term future growth.
But perhaps most importantly of all, Steve Ritchie Papa Johns noted in his letter that as the company moves forward, it will be transparent every step of the way, and will expect customers, employees, and franchisees to hold the company accountable for its actions. By making this pledge, Steve Ritchie lets everyone know he is serious about taking what he and other executives hear from employees and customers, and using it to make the company stronger top to bottom. In doing so, it appears to have the ingredients for success. Follow Papa John’s on Twitter.