Note the third line from the bottom where next to "Name" an employee entered "lady chinky eyes". The customer tweeted the picture of her receipt along with "Hey @PapaJohns just FYI my name isn't "lady chinky eyes".
The receipt is from Friday (January 6th), it was tweeted Saturday, and Sunday Papa John's issued an apology on its Facebook page.
"This act goes against our company values, and we've confirmed with the franchisee that this matter was addressed immediately and that the employee is being terminated," the pizza company said on its Facebook page. "We are truly sorry for this customer's experience."
Hey @PapaJohns, firing someone does not address the matter.
Why would an employee think that description was acceptable?
Clearly there is a culture at Papa John's that enabled that employee to think it was acceptable to post such a crass description of the customer.
Do you think that was the only time such a description was used? And, do you think there was just one employee in the entire Papa John's organization speaking about people that way? Do you think firing that employee means the culture is fixed?
I do not. Firing someone does not align the culture with their values.
I'd like to know what Papa John's is doing, if anything, beyond firing someone. Are they doing anything to retrain customer service people? If so, is the training anything beyond admonishments such as, "Do not type physical descriptions on receipts"? The culture issue extends beyond what the employee typed on the receipt. Hopefully, Papa John's knows that and takes steps to fix it.
What do you think: did Papa John's do enough to address the matter by firing the employee?
