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.
Teachable Moments
April 1, 2017
Winter tournaments have ended and, weather permitting, spring sports are underway in Michigan junior high/middle schools and high schools.
We usually think of these programs as opportunities for kids to shine; and that they do provide. But more important are the opportunities these programs provide for kids to stub their toes.
In fact, one of the principal purposes of a competitive interscholastic athletic program is to provide a place for students to make mistakes in a safe and supportive environment.
People most often learn more from their mistakes than their successes. Failure leads to more useful reflection than success. Getting knocked down (either physically or metaphorically), but getting up, gathering yourself and trying again with awareness of what did not work the first time, is a learning process as profound as it is efficient.
The principal purpose of school sports is to help young people learn life lessons. The more ways schools can facilitate failure and lift up the abundant lessons imbedded in those moments, the better they fulfill the mission of student-centered, school-sponsored competitive athletics.