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.
Rare Occasions
February 28, 2017
On the rare occasions when a high school athletic event in Michigan is interrupted or ended prematurely because of a breakdown in proper sportsmanship, I remind myself that there were hundreds of other high school athletic contests that same day that were conducted with good sportsmanship and without problems. It is because bad incidents are so very rare that they make news.
The Michigan High School Athletic Association doesn't assign officials to administer any regular-season contests; but we do receive reports from officials, school administrators and many others when problems occur, some offering opinions that go viral with incomplete information and snap judgments.
In a recent case, three veteran and respected officials were assigned to a league crossover game between two talented basketball teams. The atmosphere was poisoned by a public address announcer who was subsequently removed from that role by the school district after he not only performed those duties in an inflammatory and biased way, but also pursued and provoked one of the officials who had halted the game after an object was hurled from the crowd. That official worsened the situation when he pushed this individual; and the subsequent behavior of host team members and spectators was deplorable and dangerous.
The official is not the villain here, but an individual human being who has enjoyed the avocation of sports officiating for many years with good success and support. I'm sure he wishes he could take back the split second of his fear or anger that has been shown on video worldwide.
The host school has not been blind to several things it could do, in addition to appointing a different PA announcer, to improve the atmosphere of its athletic events; and it has already demonstrated its intent to provide a better experience for all involved in the future. It is contributing to the many thousands of athletic contests that build character in school sports for every one contest that lets us down.