Alabama State University prides itself on a commitment to providing students, parents, staff and stakeholders with a positive experience through its “G.O.L.D. Standard” of customer service. This standard, Genuine, Open-Minded, Listening and Demonstrating Excellence in Service, should set the tone for respect, compassion and unwavering dedication to the well-being of its community. Yet, as students, we must ask ourselves, does the university truly live up to this promise?
From our daily experiences, the answer seems dishearteningly clear. Every day, students encounter challenges that directly contradict the principles of the “G.O.L.D. Standard.” These are not isolated incidents but persistent issues that we have, unfortunately, normalized.
We face rude and dismissive interactions with faculty and staff, ignored phone calls from financial aid, improper academic advisement that jeopardizes our academic progress and broken campus equipment that takes far too long to repair. These are not minor inconveniences, they are significant hurdles to our success.
Consider the basic amenities that are essential for a functional campus environment. The water often runs brown, the Wi-Fi is unreliable, parking spots are insufficient and elevators remain out of service for extended periods. Even tasks as simple as doing laundry become monumental challenges when the Speed Queen app is down and the quarter machines are empty.
When students seek help, they are frequently shuffled between offices, left to deal with accumulating problems due to important paperwork being ignored. This lack of accountability creates a cycle of frustration and despair. How can this be considered excellence in service?
The ultimate irony lies in how these recurring problems are met with a resigned shrug. Mold in dorm rooms, delayed graduations and last-minute or non-existent communication about critical information are met with a bittersweet refrain: “But you’ve got to love O’ Mother Dear.” This is not the sentiment of a thriving university, it is the lament of a student body accustomed to being let down.
Students are paying customers. Our tuition expenses should fund a university experience that reflects the values of the “G.O.L.D. Standard,” but instead, we are left wondering where our money is going. The lack of accountability and quality service is unacceptable. If the administration is serious about its commitment to excellence, then those who work for “O’ Mother Dear” must be held accountable for their actions or inactions.
To truly uphold the “G.O.L.D. Standard,” the university must take immediate and meaningful steps to address these systemic issues. Customer service is not just about polite interactions, it is about creating an environment where students feel supported, respected and valued.
It is time for the university to prove that its standard is more than just a catchy slogan and elevator music. The students of Alabama State University deserve better.
