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.
Late to the Game
November 8, 2016
The Michigan High School Athletic Association’s Task Force on Multi-Sport Participation has learned that school sports are in competition versus non-school youth sports, not only programmatically but also and more fundamentally, philosophically. School sports sees child development quite differently and has as its mission developing the whole child.
Non-school youth sports business interests have convinced consumers (that’s parents) that early and intense specialization with private lessons and personal trainers, and lots of travel and tournaments is necessary for a child’s athletic interests and ultimate happiness. That is sometimes true ... once in a very great while.
What is much more often true is that specialization in a sport that is too early and too intense stunts a young person’s physical literacy, which often leads to less well-rounded athletic ability, a more sedentary lifestyle and poorer health in later life.
The theme of the Task Force recommendations to the MHSAA so far is that we have to reach youth and their parents earlier in life if we hope to compete for their hearts and minds.
When 80 percent of youth drop out of organized sports by the age of 13 – usually because they have been left out or become burned out – we’ve missed the kickoff if we start talking to them in 9th grade about the benefits of multi-sport participation and the school sport experience. In fact, the game is more than half over by then and our messages fall on deaf ears. We are absolutely correct with our message but appear out of step and out of touch to those who have only heard the sports specialization speech from youth coaches and their commercial interests.