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.
School Sports’ Influence
June 20, 2017
As I sat a year ago in an audience consisting of my colleagues from across the U.S., I shared the general frustration – or perhaps it was exhaustion – when a veteran member of our national sports medicine advisory committee discussed the role of high school sports leaders in addressing what he said posed the greatest threat to students.
That threat was nothing we had been working on so very hard for so very long. It wasn’t heads, heat or hearts. Not extreme weight loss in wrestling or, increasingly, in other sports. Not communicable diseases, especially in wrestling. It wasn’t specialization. Not performance enhancing drugs.
He reported that the greatest threat is accidents. Away from the practice and competition venues, and especially traffic accidents. He wondered what our role should be.
He acknowledged much we’ve done regarding so many issues in the past, and all the newer issues – such as opioid addiction, depression and suicide – that are pressing for our attention; but he said it was the same issue today that it has been for decades that most threatens students. Accidents. Especially automobile accidents.
He admitted that the time and place of this threat was not under the control of athletic coaches and administrators. But his point was that the time and place is still under the influence of coaches and administrators.
Say all you want that school sports is irrelevant in this age of video games and ubiquitous non-school sports. This physician knows the score. He knows that school sports still matters mightily to kids, and that those in charge of local school sports programs still yield great power over young people.
Pick a problem – almost any problem – and people want school sports to address it. From bullying to bulimia, from obesity to overuse injuries. It is unfair to ask us to do all this, especially when funding for school sports is considered a frill in so many places.
But it’s a heck of an honor to work in an area where people think we’re the solution, or at least a deterrent. So we keep trying.