Papa John’s launched their “listening tour” across the United States, meeting with the customers, the store owners, the company’s team members, and the people they work with in the local communities. The current Chief Executive Officer, Steve Ritchie noted that he wanted to hear first-hand how the people feel, what their needs are and how the company can do better. Ritchie became CEO of Papa John’s in 2018, and detailed the steps the company needs to take in order to correct their course.
Steve Ritchie visited stores in Detroit, Chicago, Los Angeles, Atlanta, and Dallas, and spoke with people that run and who work at the Papa John’s restaurants. He went on to mention that they are the center of the company’s business, and without them the company does not exist. Ritchie points out that the listened to people who work in the company’s stores and had tough interactions with the customers as a result of the trust Papa John’s lost. He also talked to managers about charities and local schools they supported in the communities they work in.
While he notes that the conversations were difficult, Steve Ritchie Papa John’s believes that everyone has a shared optimism towards a fresh start. In addition, he stated that the company’s teams are more committed to move Papa John’s forward. People recognize the fact that the company has always been bigger than one single person, and that is comprised of store managers, pizza makers, and drivers. The people that work in the company’s restaurant are representative of the communities they serve.
Steve Ritchie considers that as the company strives to become a brand that is fully rooted in their purpose, the passion and commitment to the quality of Papa John’s and the products they offer will only grow. However, the idea of moving forward, according to Ritchie, also means to acknowledge that there is a need to continue to listen and understand the feedback, regardless of how hard it is to hear. In addition, he believes that it is important to acknowledge the need for necessary actions in order to build a better company for their customers and their team members. Further details