As part of showing his effective leadership skills, Steve Ritchie, who is the new CEO at Papa John’s, wrote an apology to the customers. This message was conveyed by using two letters. The first one was posted on the company’s website while the second, which was written after posting the first letter, was mailed to the customers who subscribe to the organization’s promotional mail. The latter was written to remedy the issues or weaknesses noted in the first letter. Steve Ritchie wrote these letters because of the behavior that had been portrayed by the company’s previous management. Such an issue not only affected Papa John’s reputation and image in the market, but it also impacted its business aspect as it lost NFL as a customer.
Steve Ritchie showed that he was the right leader for the company when he made a direct apology to the customers. Although he had attempted to convey some form of apology in the first letter, no direct words were present to indicate that he was expressing remorse. Whether he noticed this weakness in his letter while alone or it was pointed out to him, the commendable act relates to his decision to rectify it through writing another letter.
Steve Ritchie also showed his leadership skills by showing empathy expressly. He told the customers that the company was aware of the position it had placed the consumers by insinuating racism and other terms that would cultivate discord in the society. He assured the customers that the organization was willing to put in place some strategies to inject some improvements or changes in the entity’s culture.
To show that the company was part of the community and the society as a whole, Steve Ritchie reminded the readers that the 120,000 employees working in the company were also part of the communities in which the consumers/customers lived. It would, therefore, be mutually beneficial if the consumers accepted the apology while the company made the needed changes. Through the leadership skills portrayed by Steve Ritchie, it is clear that Papa John’s is off to a new start and its future is bright.