President's Corner

By Willie D. Larkin
President
Grambling State University

During the last two months, I have heard many concerns about the need for improved customer service at Grambling State University. Customer service excellence is never optional at our beloved Grambling State University. Instead, it is a 24/7 expectation and priority. In order to grow Grambling as we plan, we all need to take good customer service to heart. Those of us who work for Grambling should always strive to be professional and courteous. No matter what job you are responsible for doing, you should master and practice the art of good customer service.

As Grambling’s president, my goal is to replace complaints with compliments. In the very near future, I will hire a Director of Customer Service and Professional Development to make sure we give special attention to this important part of our overall operation. The credentials required for this job will be broad and comprehensive, and the person will become a key part of my administrative team. I am convinced that when we consistently deliver exceptional customer service, we will see enormous returns on investment.

We want all of our students to feel good about being a part of the Grambling family. We would like their experience during their college career to be memorable, one that they can brag about to their friends and tell special stories to their children and grandchildren in years to come. Students learn more and perform better when they are treated with respect and dignity. Students also need to be responsible and accountable as well, and I know I can count on our students to do their part as a member of the GramFam and do the right thing.

The faculty also teaches better when they receive appropriate respect from the administration, their students and others that they encounter. They actually come to work with a huge smile on their faces and they are eager to transform our students. After all, they went into teaching because of a love for changing lives and transforming students into responsible adults who are critical thinkers and contributing members of society. I applaud our faculty for doing a yeoman’s job everyday.

Let’s not forget our senior administrative team at Grambling. They too come to work with the ultimate goal of advancing the university’s mission and growing the institution into a preeminent university of choice. Administrators are an intricate part of the rhythm of the university. Administrators have pride too and we want to be part of a winning team where a positive culture, atmosphere and professional environment are standard operating procedure. Good customer service helps us get to this point.

I would be remised if I did not acknowledge the valuable contributions of our wonderful alumni. The university could not be as strong and vibrant as it is without the multitude of assistance that our successful alumni constantly render to Grambling. Many of our alumni donate critical dollars, counsel and advice to help students, who without such help may have to leave school and return home without accomplishing their lifelong goals and dreams of a college education. We continue to find ways and present opportunities for the alumni to continue to support the university. A key will be for us to always maintain open lines of communication. If we talk and listen to one another, we can resolve any and all issues.

Let me reiterate that customer service is a critical component of the university’s operation. We must all take on the responsibility of delivering excellent and timely service for all of our customers and stakeholders. I am asking all divisions, colleges, departments and centers of excellence on campus to render unparalleled customer service. Keep in mind that service excellence is the lifeblood of our business. We want to make sure service excellence is “Job One” for everyone.

We all have a responsibility to promote customer service excellence every day, all day long. Remember that we are: “ONE GRAMBLING: Honoring History, Keeping Promises and Fulfilling Dreams.” Go Tigers, and honor Grambling Pride!