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.
Turnover
October 21, 2016
Turnover in local leadership is one of the biggest challenges facing all of youth sports, and it’s partly responsible for the disconnect between the policies of state or national sports organizations and the actual practices of local programs. It is beginning to occur almost as rapidly in school sports as non-school youth sports programs, eroding yet another advantage that school-sponsored programs have enjoyed over non-school programs (other examples being that participation in school sports has generally been less expensive for families, and school coaches more often have been trained educators).
Turnover not only challenges local schools, it causes, or at least contributes to, many of the challenges the Michigan High School Athletic Association faces – everything from administering the transfer rule to conducting District and Regional tournaments.
One of every seven MHSAA member high schools has an athletic director this year who has not served in that role for at least the past five years. Each of these 108 new ADs attended a required orientation program at the MHSAA office in late summer. We provide a follow-up program in November.
More than 80 athletic department administrative assistants or secretaries attended a session at the MHSAA office in September. MHSAA staff conducts a second session for this appreciative audience every March during the Michigan Interscholastic Athletic Administrators Association conference in Traverse City.
MHSAA Athletic Director In-Service programs are conducted at several league meetings during late summer and in conjunction with most MHSAA Update meetings across the state during September and October. Attendance will exceed 500 persons.
Given the increasing complexity of life and the effect on school sports, more needs to be done. Our next efforts may include quick electronic tutorials to help coaches, athletic directors, principals and superintendents keep abreast of what is most important in school-sponsored, student-centered sports.