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.
Bottom Lines
May 19, 2017
The cost of everything in everyday life seems to rise every year. Everything, that is, except the bread and butter revenue source of the Michigan High School Athletic Association.
Next school year – 2017-18 – is the 14th straight year that ticket prices for the District level of MHSAA basketball and football tournaments have remained unchanged; and it’s the 15th consecutive year without increase at the Regional level of those tournaments. Five bucks.
Meanwhile, the cost of venues hosting some MHSAA championships is rising rapidly. Even if calendar conflicts were not evicting the MHSAA from Michigan State University’s Breslin Center, steeply increased expenses could have the same effect.
There was a time when universities across the U.S. wanted state high school association tournaments using their on-campus facilities. This was a public service as well as a marketing tool for those institutions.
Today these universities derive much more revenue from higher international student tuition than is paid by the in-state students who first come to the campus to play in or watch state high school championships. Even more important than tuition dollars are research grants, royalties and donations to what is now the big business of higher education.
Where campus athletic facilities are operated outside the athletic department it is even more evident that money trumps the mission of public service, at least as it relates to facility usage and secondary school athletic programs which, to be sure, are less important than the search for world peace and cancer cures by our universities.
People might believe it’s more appropriate for MHSAA events to be on college campuses than in commercial arenas; but frankly, it’s getting hard for us to see a difference. The bottom line drives them both.