This summer, I met with JD Baker from NEOKC Neighborhood Coalition, INC, to discuss providing Langston University students with a unique internship experience. Our meeting occurred at a beautiful black-owned restaurant (Scrambl’d), where we enjoyed a meal as rich in flavor as our conversation was in opportunity.
As we dined, we chatted with the restaurant owner, a dynamic individual whose passion for the community was evident in every detail of the establishment. This meeting was more than just a discussion about internships; it was a powerful reminder of the importance of building relationships within our community.
JD Baker and I explored various ways in which Langston students could benefit from hands-on experience while contributing to the vibrant neighborhoods of Northeast OKC. These internships would provide our students with invaluable real-world skills and foster a deeper connection between the university and the local community.
Building these relationships is crucial as we look toward future growth. Through such partnerships, we can create meaningful opportunities for our students, support local businesses, and strengthen the bonds within our community. I am excited about the potential collaborations and their positive impact on our students and the neighborhood.
Here’s to a future filled with growth, learning, and community!
Langston, OK – July 30, 2024 – At the recent CBAIC Conference, Dr. Daryl D. Green and Dr. George Taylor III captivated the audience with their visionary presentation titled, “Embracing the Future: Integrating AI and Automation in Africa’s Experiential Learning to Enhance Career Readiness.” Their session not only delved into the transformative potential of artificial intelligence (AI) for educational strategies in Sub-Saharan Africa but also inspired hope for a future where AI enhances career readiness in Africa.
Dr. Green, the esteemed Business School Dean at Langston University, shared his extensive experience spanning over 27 years in contract and project management. Dr. Green has developed over 75 intellectual properties as an award-winning speaker and author. His commitment to education shines through, as evidenced by his students’ achievements. His MBA students have contributed over 2,000 consulting hours to top organizations, and undergraduate students have published over 100 articles under his guidance. Dr. Green emphasized integrating AI into educational practices to prepare students for the rapidly evolving job market.
Dr. George Taylor III is Dean of Business and Industry at Southwest Central College. Before reporting to Southwest Central College (SCC), Dr Taylor was an Associate Professor at Southwest Minnesota State University (SMSU), bringing. With 24 years of service in the U.S. Navy, Dr. Taylor’s experience in human resources and professional development is vast. As the SMSU Center of Innovation and Entrepreneurship Executive Director, he promotes hands-on development for student entrepreneurs. His accolades include the 2024 Dr. David Pariser NCAA Recipient award and recognition as a 2023 Secretary of State African Descendant Program cohort member. Dr. Taylor discussed the critical need for innovative approaches to prepare students in Sub-Saharan Africa for future careers in a digital world, inspiring hope and confidence in the practical applications of these ideas.
The presentation highlighted the profound impact AI and automation will have on economies and job sectors in Sub-Saharan Africa. Dr. Green and Dr. Taylor discussed how these technologies could turn potential threats into innovation and career development opportunities. They stressed the importance of experiential learning, which incorporates AI into curricula to enhance students’ adaptability and critical thinking skills.
Dr. Green remarked, “Integrating AI and automation into experiential learning is not just about adopting new technology but transforming how we teach and learn. Our goal is to prepare the youth in Sub-Saharan Africa to thrive in an AI-driven world, turning potential threats into opportunities for innovation and career development.”
Dr. Taylor added, “By embedding AI competencies into educational strategies, we can foster critical thinking and ethical considerations, ensuring that students are well-equipped for the challenges and opportunities ahead.”
Dr. Green and Dr. Taylor’s global perspective was inspiring. Their innovative approaches provided hope for educators and students alike, demonstrating the need for educational systems to evolve and meet the demands of a digital world. The presentation underscored the importance of preparing students for a future dominated by AI and automation, turning potential disruptions into opportunities for growth and development.
Dr. Green and Dr. Taylor are available for interviews to discuss their AI and career readiness insights further. They are also open to collaborating with educational institutions and community groups to share their strategies and inspire future leaders.
For Media Inquiries and Interviews with Dean Daryl D. Green:
Contact the University’s Public Relations Office at 405-466-6049 or email Media Relations Specialist Ellie Melero at emerlero@langston.edu.
About Langston University:
Langston University, located in Langston, Oklahoma, is the only historically black college in the state. With a rich heritage of academic excellence, Langston University is dedicated to providing a diverse and inclusive education while fostering innovation, leadership, and community engagement.
About South Central College:
South Central College (SCC) is a public community college with campuses in North Mankato and Faribault, Minnesota. It offers over 50 programs, including certificates, diplomas, and Associate of Applied Science (AAS) and Associate of Science (AS) degrees.
In “Winning Customer Service: Lessons from Tony’s Seafood Market & Deli,” Dr. Daryl D. Green discusses the critical importance of exceptional customer service for small businesses, particularly in the post-pandemic era. Green emphasizes that creating value through outstanding service is essential for building long-term customer relationships and achieving business success.
Last year, during the Bayou Classic in New Orleans, my wife Estraletta and I invited our good friends, Rev. Dr. Lawrence and Beverly Kirk, from Oklahoma, to join us. As a Louisiana native, I took the opportunity to revisit my roots, making stops in Shreveport (my hometown, known for the world’s best Southern Maid Donuts) and Baton Rouge, where we graduated from Southern University.
Caption: Dr. Green and his family went to the Bayou Classic, where they experienced the models of good customer service.
Our tradition includes a lunch stop at Tony’s Seafood Market & Deli in Baton Rouge. This popular spot, bustling with activity, is renowned for its cafeteria-style service, offering everything from fried okra to seafood gumbo. Despite the long lines and lack of seating, we chose to eat in the grocery store parking lot. Why would people endure such inconvenience? It’s simple: excellent food and an exceptional customer experience. At Tony’s, it’s not just about the food; the friendly, family-like interaction with the employees enhances the experience. Small businesses must strive for this level of customer service, especially in today’s competitive landscape.
The Impact of Great Customer Service
Post-Pandemic Challenges
The COVID-19 pandemic has undeniably negatively impacted customer service. Many businesses are short-staffed and struggling to maintain service standards. A study by NBC found that 75% of customers felt service worsened during the pandemic, with 78% contacting companies multiple times to resolve issues. The burnout experienced by 76% of employees, as reported by Gallup in 2020, further exacerbates this issue.
Defining Customer Service
According to Salesforce.com, customer service is the support offered to customers before and after purchasing products or services, ensuring a smooth and enjoyable experience. It’s about creating value and building relationships, not just solving problems. It’s about creating value and building relationships, not just solving problems.
Jalene Nemec, co-author of Great Customer Service: The Definitive Handbook for Today’s Success Business, states, “Customer service in these companies has experienced a significant decline, becoming carelessly undervalued. Contrary to popular belief, customer service is not merely about problem-solving; it embodies the ‘face of the company.’” Thus, disgruntled employees and overworked managers do not speak well of a business. Yet, creating value for customers isn’t easy. Some companies seek shortcuts in building customer relationships using marketing smoke and mirrors.
Companies like Chick-fil-A, known for their exceptional service, exemplify this approach by prioritizing customer connections and hospitality.
The following strategies are offered to small businesses and entrepreneurs for winning customer service:
1. Communicate Your Mission and Values: Ensure that all employees and stakeholders understand and embody your company’s mission and values regarding customer service. Clear communication sets expectations and fosters a unified approach to service.
2. Benchmark Excellence: Study companies renowned for their customer service. Understand what makes them stand out and adapt these strategies to your business. Continuous learning from industry leaders can provide valuable insights.
3. Create Desired Offerings: Develop products and services that meet customer needs and desires. Listening to customer feedback and understanding market trends can help you tailor your offerings effectively.
4. Streamline Processes: Implement efficient business operations that enhance customer value. Simplified processes improve service delivery and contribute to overall customer satisfaction.
5. Guarantee Quality: Provide customers with a written guarantee about the quality of your service. This builds trust and reassures customers of your commitment to their satisfaction.
6. Hire for Service: Recruit employees who align with your customer service values. Their attitude and approach can significantly impact the customer experience.
7. Reward Excellence: Incentivize employees and managers for delivering high-quality service. Recognition and rewards motivate staff to maintain and exceed service standards.
8. Listen and Adapt: Regularly seek customer, employee, and stakeholder feedback. Continuous improvement based on this feedback ensures that your customer service remains top-notch.
Conclusion
Small businesses can gain a competitive edge by prioritizing exceptional customer service. Companies can differentiate themselves and build lasting customer relationships by creating value and fostering genuine connections. Reflecting on experiences like those at Tony’s Seafood Market & Deli, outstanding service, combined with quality offerings, leaves a lasting impression.
Dr. Daryl D. Green is a business strategist, professional speaker, and noted author. He is the Vice President of Marketing at AGSM Consulting LLC. He is the author of several books, including SmallBusiness Marketing, Great Customer Service, and Life After Retirement. Additionally, he is the Dean of Langston Business School. Dr. Green has been noted and quoted by USA Today, Ebony Magazine, and the Associated Press. For more information about this article or business assistance, please get in touch with Dr. Green at advice@darylgreen.org or www.drdarylgreen.com.
Our country is divided, and religion often complicates matters further, with many people growing up thinking there’s only one right way. As a Believer, I recognize that we don’t all hold the same beliefs, even when faced with atheists who do not believe in God. I can hold firm to my faith while respecting others’ perspectives.
Estraletta and I have had the fortune to travel worldwide and immerse ourselves in different cultures. Even where we do not know the language, we can bridge communication through dancing, a universal language. We’ve danced worldwide, and at this year’s ACBSP Conference, I had the opportunity to teach dance lessons.
I was thrilled when asked to teach Salsa lessons at the conference, though I knew some of my Latin colleagues might be skeptical of an agenda item that read, “Saturday, 3 pm Salsa Lessons with Daryl Green.” They might think, “This guy isn’t Latin.” I couldn’t wait for the curious looks and questions during the dance session—that’s a story for another time.
During our stay in Miami, Estraletta wanted to visit Little Havana. I was open but unsure of what to expect. We navigated from our hotel to a good parking location and stopped at a nearby park. It was an evening of singing and dancing. Who is Latin? Who can speak Spanish? What I found was that people enjoyed the culture. We fit right in.
Dancing has been a great communication tool for us, and at Little Havana, we experienced this firsthand. We are still growing our cultural intelligence, and dance provides a good opening for discussions about diversity and inclusion.
I learned a lot in Little Havana. It reminded me that while our beliefs and backgrounds differ, we can always find common ground. The ACBSP Conference reaffirmed this belief with its rich tapestry of diverse cultures and ideas. Let us continue to embrace and celebrate our differences, finding unity in our shared human experiences.
At the ACBSP Conference, I had the pleasure of reconnecting with two former colleagues from Oklahoma Baptist University, Dr. David Houghton and Dr. Rick Martinez. Dr. Houghton recruited me to OBU in 2016, inspiring me to be a change agent for a global mission as a Christian. He gifted me a magical Nehemiah coin, a foundational element in the Nehemiah Strategy I now employ as Dean of the Langston School of Business.
Rick and I were hired at OBU around the same time, and he and David had a longstanding friendship. I will never forget Rick’s impact on my academic journey. When I was a doctoral student at Regent University, Rick was a guest speaker, sharing his insights on scholarly and popular press writing. His words transformed my world, inspiring me to pursue research and academic publications. At OBU, I enjoyed collaborating with Rick as a colleague and David as my dean. Although Rick eventually moved to a different university and I transitioned to my role as dean, our paths crossed again at ACBSP, reminding me of the importance of lasting professional relationships.
Our reconnection at the conference was a testament to the enduring bonds we formed through our shared mission and commitment to the Great Commission. I am grateful for their friendship and the opportunity to continue learning and growing together. The ACBSP Conference offered professional development and networking and reaffirmed the value of these meaningful connections. I look forward to returning this renewed inspiration to Langston University, further strengthening our mission and impact.
At the end of June, I had the honor of attending the ACBSP National Conference in Miami, Florida. This annual gathering is more than just a professional development opportunity; it celebrates collaboration, learning, and community among business educators nationwide.
The conference offered various professional development sessions, accreditation updates, and invaluable networking opportunities. Being part of Region #6 in ACBSP, I serve on a national committee and have the privilege of acting as a site evaluator, visiting college campuses to ensure they meet accreditation standards. This role provides me with a comprehensive perspective on the evolving landscape of higher education. I am grateful for the foundation Oklahoma Baptist University provided me in this area. During my time at OBU, under the guidance of Dean Dr. David Houghton, I gained invaluable insights and experience, which I now bring to Langston.
The ACBSP conference feels like a family reunion. Educators from diverse backgrounds and institutions unite with a common goal of advancing business education. Sadly, not all organizations foster such a welcoming and inclusive atmosphere. However, at ACBSP, I always feel valued and respected. The conference allows me to deepen my understanding of different cultures in a supportive environment, enhancing my ability to serve Langston and its diverse student body.
One of the conference’s highlights was engaging with ACBSP CEO Jeff Alderman. Few people get the chance to interact with senior leadership, and our conversation was insightful and inspiring. I also had meaningful discussions with my co-researcher, Devia Akella, and reconnected with colleagues from Louisiana institutions like Dillard and Xavier.
These experiences reinforce my commitment to encouraging more Langston faculty to participate in such enriching events. The knowledge and connections gained at the ACBSP conference are invaluable assets that can significantly benefit our university. I am hopeful that by sharing my positive experiences, more of my colleagues will be inspired to engage with ACBSP and other professional organizations.
In conclusion, the ACBSP National Conference was a remarkable experience that provided me with new perspectives, strengthened my professional network, and deepened my commitment to excellence in business education. I look forward to continuing to serve this great organization and leveraging these experiences to benefit Langston University. Here’s to building a brighter future together!
Deacon Shepherd is recognized for his 40 years of service in the video ministry at St. John Missionary Baptist Church.
As a proud member of St. John Missionary Baptist Church in Oklahoma City, I am constantly inspired by the dynamic leaders surrounding me. Our church, led by the esteemed Dr. Major L. Jemison, is a beacon of excellence, embodying the mantra, “St. John does not fail; it finishes.” Deacon Charles Shepherd stands out as a paragon of dedication and visionary leadership among these extraordinary individuals. On Sunday, our congregation honored Deacon Shepherd for his remarkable 40 years of voluntary service, leading the video ministry at our church. His story is of unwavering commitment, innovation, and a relentless pursuit of excellence.
Deacon Shepherd’s journey began long before his tenure at St. John. As the first Black reporter and photographer for News Channel 6, Charles broke barriers and set new standards in the broadcast industry. With a degree in Mass Communication from Morehouse College, he joined News Channel 6 in 1976 as a studio camera operator. His dedication and skill quickly became evident as he took on multiple roles, including working the audio board and recording one of the most significant tornadoes in Oklahoma history.
After three years at News Channel 6, Charles transitioned to KOCO-TV in Oklahoma City, where he served as a photographer for an impressive 33 years. His career in journalism culminated in April 2014 when he retired and began a new chapter at the Oklahoma Department of Corrections.
Charles Shepherd’s contributions to our church are equally impactful. Starting the video ministry from scratch, he brought his professional expertise and a culture of excellence to St. John. His commitment to doing things right has enhanced our worship experience and set a high standard for all of us to follow.
His advice to young Black professionals, “Strive for excellence and never settle for less,” resonates deeply with me as a leader. Deacon Shepherd’s longevity in his roles and his dedication to quality work are a powerful reminder of the impact one person can have through consistent, excellent service.
As the new dean of the Langston School of Business, I draw inspiration from leaders like Deacon Shepherd. His story reinforces the importance of perseverance, vision, and a commitment to excellence—values I strive to instill in our students and uphold in my professional journey.
Deacon Charles Shepherd is more than a pioneer; he is a mentor, a visionary, and a testament to the power of steadfast dedication. His legacy at St. John Missionary Baptist Church and beyond is a beacon of hope and a model of excellence that will inspire future generations.
Thank you, Deacon Shepherd, for your unwavering service and for setting a standard of excellence that challenges us all to strive for greatness. Your legacy continues to shape and inspire us every day.
As we visited Tinker Air Force Base in Oklahoma, it was an honor to be part of a distinguished delegation from Langston University, led by our esteemed President, Ruth Ray Jackson, in May. This visit marked a significant step in our efforts to strengthen the relationship between Langston University and Tinker, fostering collaboration and creating new opportunities for our students and faculty.
In her official role as the new president, President Jackson demonstrated exceptional leadership and vision throughout the visit. Her commitment to expanding our university’s reach and impact was evident as she engaged in meaningful conversations with Tinker’s leadership. The goal was clear: to explore ways in which Langston University and Tinker Air Force Base can work together to enhance educational and career opportunities for our students.
The day was filled with insightful discussions and tours of Tinker’s state-of-the-art facilities. We were impressed by the innovative projects and the advanced technology being developed at the base. This visit showcased Tinker’s commitment to excellence and highlighted the potential for collaboration in areas such as STEM education, research, and workforce development.
As we toured the facilities, we met with several Tinker officials and employees who shared their experiences and insights. Their enthusiasm and willingness to collaborate were inspiring. We discussed potential partnerships, including internship programs, joint research projects, and professional development opportunities for our students and faculty.
This visit to Tinker Air Force Base was more than just a tour; it was a significant milestone in our journey toward creating lasting partnerships that benefit our institutions and the broader community. By strengthening our relationship with Tinker, we are paving the way for our students to access invaluable resources and experiences that will shape their careers and futures.
In closing, I sincerely thank President Ruth Ray Jackson for her leadership. I am excited about the future and the opportunities as we continue to work together with Tinker Air Force Base.
Returning to Oklahoma Baptist University (OBU) as a new business school dean is a momentous occasion. My previous tenure as a business professor at OBU was nothing short of transformational. I felt I profoundly impacted the students, colleagues, staff, and community. My business school colleagues embraced me without any questions. I was family.
Celebrating Terri Walker’s Retirement
That said, I returned to celebrate Terri Walker’s retirement in the academic center, also known as the registrar’s office. I have discovered that the OBU registrar’s office is truly unique. OBU doesn’t know that they have gems. Other places are not as smooth and customer service-oriented. I had to celebrate her. Her husband, Larry, has become one of my best friends. He has always given me positive vibes.
Mentoring Dr. David Gambo
During my visit, I had the opportunity to meet with Dr. David Gambo to celebrate his promotion to associate professor—mentoring matters, even for professors. I had the privilege of mentoring Dr. Gambo and visiting his classrooms. It was a rewarding experience to see him grow and succeed.
Celebrating Graduating Seniors
Beth Houghton: A Beacon of Leadership
Beth Houghton was a communication major; her father, Dr. David Houghton, was former boss, dean and chair. I often joked with David that he ran his daughter out of becoming a marketing major. Both David and I taught the marketing courses, and I also taught management, seeing a variety of students. Beth found herself taking my class. She was a great student in the honors program, but she had never taken a professor like me. I took the business theories and required students to demonstrate their proficiency. Yes, I introduced micro internships into her life.
At first, I could tell that Beth was a little confused in my class. But she did something that 99% of students never do. She came to my office and shared her questions. She always asked questions in class. In my classes, students are organized into teams. Students hate group work, especially top-performing students. You always have slackers. Beth was the team leader, finding herself trying to motivate her slothful teammates. She survived and learned a lot of lessons. She took me to another class and learned to navigate my class and my humor.
Showcase of her micro internship in my class:
I wish we had more self-starters like Beth. We would change the world.
Thomas Meadough: A Rising Star
I also had the opportunity to celebrate Thomas Meadough’s graduation from OBU. It is rare to get the chance to mentor a black male student, especially an athlete. Most of the business school has a significant athlete influence. The majority of black students are athletes in business school. Most athletes do not have time or find value in building relationships with their professors. Thomas was different. I had been his advisor since he came to OBU. His parents reminded me that we met on Zoom during the pandemic. I was pretty candid about the culture but upbeat about the opportunities for him.
Thomas felt more like a son. He was always “Yes, Sir” or “No.” He was super respectful. I tried to be honest with him. He was always candid with me about his professors and his classes. I told him to make it work, to figure it out. He did.
Showcase of his micro internship in my class:
Seeing him graduate and move on to graduate school was a reward. My life at OBU was not in vain. He has a great family and a great support network.
In Closing
Returning to OBU to celebrate these milestones and reconnect with former colleagues and students reminded me of the profound impact of mentorship and education. Beth and Thomas, though different in their paths, exemplify the qualities of determination, resilience, and excellence. Both are dear to me, and their successes reaffirm the importance of investing in our students’ futures. My time at OBU was not just a chapter in my career but a transformative journey that continues to inspire me.
