On Jan. 6, a Papa John’s customer tweeted a picture of a sales receipt she received from an employee at a New York City franchise that included a racist remark about her appearance, according to ABC News. The image of the receipt quickly went viral via retweets and mentions from other users, who tweeted comments such as "your employees are your brand” on the company’s Twitter account.
Papa John’s did not disagree—it fired the employee. To its credit, Papa John’s did not stop there. The company has been responding to individual tweets from people angered by the (now ex-) employee's comment.
“Please know formal apology has been given & employee involved has been terminated. We also reached out to customer personally,” the company tweeted on Jan. 9.
Papa John’s response has been quick, efficient and comprehensive. For example, the company has responded to tweets that simply link to an article covering the issue—even if the user’s tweet doesn’t tag Papa John’s with the “@” symbol or mention the pizza chain by name.