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.
Why We Do What We Do
March 24, 2017
The vast majority of daily activities of Michigan High School Athletic Association staff revolve around communicating the meaning of educational athletics. That’s why we do most of what we do.
That’s the No. 1 duty of John Johnson in all things broadcasting for the MHSAA. It’s the No. 1 duty of Geoff Kimmerly in managing the MHSAA’s Second Half website with hundreds of positive stories about kids, coaches, officials and administrators. It’s the No. 1 duty of Rob Kaminski in managing MHSAA.com, in producing souvenir programs for MHSAA tournaments and publishing benchmarks magazine.
Communicating the meaning of educational athletics is the No. 1 reason I post 104 blogs every year. It’s the “why” of our Scholar-Athlete program, of the Student Advisory Council, of the Battle of the Fans, of our social media presence, of our Captains Clinics and Sportsmanship Summits, of the Coaches Advancement Program, Athletic Director In-Service programs and both MHSAA.tv and the NFHS Network.
When we conduct MHSAA tournaments, two things happen: (1) kids and coaches get an opportunity to shine; and (2) we get the opportunity to tell the story of school sports.
When we enforce rules, two things happen: (1) we pursue fairness and safety in competition in that case particularly; and (2) we promote the principles of educational athletics generally.
The job we have is event management, and it’s eligibility management; but most of all, the job is message management.