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.
The Measure of Success
February 17, 2017
In January of 2016, my counterparts in the statewide high school associations across the U.S. came together for about nine hours of professionally facilitated discussion.
We were challenged to tell our story, to say what we believe about high school sports and describe the values of educational athletics. We worked together to craft the narrative of school sports, the message of educational athletics and the meaning – the “why” of our work.
We were challenged to clarify what success means in school-sponsored sports – to distinguish our definition of success from that of sports on all other levels by all other sponsors.
On Jan. 11 of this year, during the meeting of the Classification Committee of the Michigan High School Athletic Association, one of the committee members – an active coach and athletic director – chastised and inspired us. He said (and I paraphrase):
“We spend so much time on MHSAA tournaments when that experience can be just one month or one week or one day. Half the teams are eliminated in their first day of the baseball, basketball, softball, soccer, volleyball and other MHSAA tournaments.
“We need to move our focus from MHSAA tournaments to the regular season, to the 9- or 18-game regular season, and to the 100 to 200 practices that occur over three or four months of each season.”
The Classification Committee was discussing the future of 8-player football and the effect of its growth on the 11-player game. He said:
“It doesn’t matter if it’s 11-player, 8-player or any other number. The values don’t change. The lessons aren’t altered. The purpose isn’t modified. In everything, we are helping young people become better adults.”
That’s how we measure success.