Papa John's culture of crass

Have you seen this Papa John's receipt posted by a customer last weekend?

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?

Secret Millionaire: Something doesn't feel right

Three nights ago, ABC aired the first episode of its new series Secret Millionaire. In this episode, Dani Johnson went undercover as a volunteer in non-profits she happened to come across while in Knoxville TN. At the end of the episode, she returned to each of the three and gave them donations. Everyone cried, including me.

While it seems like Ms. Johnson's heart was in the right place (she came across as a very sincere, caring person), the premise of the show is nagging at me three days later.

Founders of The Love Kitchen

One of the nagging questions is "Who should be the real stars of the show?" Ms. Johnson was clearly the star, but should it have been Ellen and Helen, pictured at right, the sisters who founded The Love Kitchen? Are people more interested in those actually doing the work or those who write the checks? How would a show about Helen and Ellen fare on television today? Not well, I'm afraid, and that nags at me.

A second nagging question is "Why did the millionaire have to be a secret?" Was there concern at ABC about the nonprofits behaving differently if they had known it was really like a game show? Why did it have to be a set-up? For some reason, that felt deceitful. When Ms. Johnson arrived at the locations to dole out checks, it felt like she was riding in on a horse to save the day--as if writing a check was more important than everything else those doing the work had been doing. Even Ms. Johnson seemed uncomfortable telling those she met that she really wasn't one of them, that she had "boot-strapped it, baby!" and made something of herself. It was awkward and seemed unnecessary.

Speaking of "boot-strapping, baby", the implication was that it would only take two years of hard work to become a millionaire is the third nagging issue.

Ms. Johnson said on the show that she was homeless at 21 and a millionaire at 23. She said she became a millionaire by "boot-strapping it, baby." A quick Google search reveals a little more to her story, including that the money was made from 90% cold calling in an MLM company, then selling books and tapes about how to make cold calls. There was no mention on the show about how the millions were made, other than when Ms. Johnson said she "boot-strapped it, baby."

The implication that she worked harder than those who received the donations is nagging three days later. If those folks receiving meals from The Love Kitchen, or those poor folks who run it, would just "boot-strap it, baby," they could turn their lives around. It was crystal clear that Helen and Ellen were boot-strappers and had made something of themselves, even if they were not millionaires. The positioning, by ABC more so than by Ms. Johnson, of the secret millionaire being more important, or more valuable, than those running the nonprofits does not feel right.

I cried a lot during the show. I cried when the secret millionaire went to each nonprofit and met the people who were giving and those receiving. I cried at the end when checks were given. I cried when she hugged the sisters at the kitchen, the little girl who's room was redecorated, and the students at the music school. So three days later, it is annoying that something about the show doesn't feel right.

So what?

Why does this matter to a corporate leader, small business owner, or professional? It matters because the show had high ratings and is likely viewed by corporate leaders, small business owners, and professionals. The premise may seem off to me, but if you are going to watch the show going forward, you might want to consider the following:

1. Who are your role models? What have they done to earn your emulation?
2. How do you inspire others to want to model you?
3. Actions show priorities. Do your actions match your words?

What do you think about the show's premise? What am I missing?

More info about the show and the nonprofits