Who’s the Customer?
February 18, 2014
“If you ask your board, ‘who are your customers?’, you are likely to hear a lot of comments and no consensus.” That’s what I heard a speaker say to a group of association leaders last summer; and it has set me on a course of asking different groups this question: “Who is/are the MHSAA’s customers?” We allow respondents to allocate up to 100 points so they can give weight to their responses. Here’s what I’ve learned so far.
The board of directors of the Michigan Interscholastic Athletic Administrators Association (MIAAA) rated athletic directors as the top customer of the MHSAA (by a wide margin), followed in order by student-athletes, coaches and officials.
By an even wider margin, the MHSAA Student Advisory Council named student-athletes as the MHSAA’s top customer, followed by athletic directors and coaches tying for a distant second, and officials an even more distant fourth.
And the MHSAA’s governing body, the Representative Council, agreed that student-athletes are the top customer. Athletic directors were second, coaches third and officials fourth.
I suppose that when we ask audiences of coaches or officials or principals or others who they believe is or are the MHSAA’s customer(s), there will be some variation in the order of things. But I think we can already discern a comfortable pattern so far: everyone puts a premium on student-athletes. And that’s as it should be.
The MHSAA is unique among the state’s educational groups – we’re not an association of school boards only, or superintendents only, or principals only, or athletic directors or coaches or any other single group. We’re an association of schools, undertaking to represent all those groups and student-athletes themselves.
Prime the Pump
July 24, 2017
Even the awkward or aggravating moments in life – perhaps especially those moments – have the redeeming value of offering metaphors for these messages. Times like this ...
Country dwellers and cottage owners know that the pump which brings water to their residences is a precious apparatus. When it works, it’s taken for granted; when it fails to work, it ruins almost everything planned.
So it’s prudent for those who don’t live on a community water line to know how to prime their own water pump; and some of us have had to learn the hard way to keep jugs of water on hand to prime the pump. As my local well expert told me, “You can’t prime the pump with water that’s already run down creek.”
That’s wisdom on many levels. It reminds us to have emergency plans. But more than that, it suggests we should take advantage of opportunities as they arise, not try to do so after they’ve passed by. It suggests boldness ... a degree of aggressiveness.
In our current situation, it suggests that we assess what is trending, but not take forever to do so; and seize the day in order to shape the future.
This is when I think, for example, of conducting regional junior high/middle school meets and tournaments across Michigan and 7-on-7 football leagues in the summer. When I think of mandating MHSAA camps for officials during their first three to five years of registration. When I think of adding a co-ed Ryder Cup format to the MHSAA Golf Tournament and a co-ed team tennis format to the MHSAA Tennis Tournament. When I think of adding flag football for girls, volleyball for boys and both water polo and weightlifting for both genders. This is when I want to take a chance with the exploding e-sports world, and the emotional tug of Special Olympics unified sports.
I have zero motivation for increasing the number of contests or the distance of travel for high school athletics, but I get very excited when I think of expanding the number of students who might get engaged if we would prime the pump before the water runs away from us.