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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.

Planning Period

June 27, 2017

When I was a teacher, I cherished my planning period – that nearly 60 minutes of quiet time every day when, while most other teachers in our school were in class, I could pause to plan for the classroom duties ahead of me.

In a somewhat similar way, I have come to count on and enjoy three times of the year which serve as the major planning periods for my work at the Michigan High School Athletic Association. These three periods are the several weeks late each fall, winter and spring when other MHSAA staff are consumed with the administration of MHSAA tournaments.

I hate to distract these busy tournament directors as they handle countless communications with coaches, athletic directors, officials and local tournament managers. Instead, I look ahead to what is next for the MHSAA and how to frame subjects to help facilitate some progress.

During the recent planning period (aka, the MHSAA’s spring season tournaments in baseball, softball, golf, lacrosse, soccer, tennis and track & field), I was looking down the road and around the corner regarding these topics especially:

  • Basketball tournament scheduling, Finals sites and District seeding.

  • Alternative approaches to regulating transfers.

  • Tangible outcomes from the Task Force on Multi-Sport Participation.

  • Re-energized efforts to promote good sportsmanship.

  • Strategies to turn around declining football participation.

  • Continued expansion of services for junior high/middle school programs.

  • Next steps needed to improve participant health and safety.

  • Innovations for recruiting and retaining contest officials.

  • Guiding and governing participation by “special” student populations.

  • And always ... how next (and every day) to better define and defend educational athletics.

These are the topics I hope to study, survey and discuss with my MHSAA colleagues and others during the next 10 months.