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.
Wrong End of the Microscope
October 14, 2016
Those who love and lead high school football in Michigan may be looking through the wrong end of the microscope.
Attention to large schools, varsity programs and the postseason is a waste of time if we fail to closely examine smaller schools, lower level programs and the start of the season.
Are we adequately nurturing our roots and promoting the future of the game? Do high school coaches spend more time with civic and parent groups describing the benefits and defending the safety record of school-sponsored football than they do airing their grievances against other coaches in the media?
Do we understand how increasing the number and enrollment ranges of 8-player football programs affects our smallest schools, whether they conduct 11- or 8-player programs? Do we see where and how the same proposal can serve one school very well but another school terribly?
Do we understand what's happening in junior high/middle school programs? Do we play enough games to be attractive to kids and their parents, and do the practice policies and playing rules of this level promote an extra degree of participant health and safety?
Do we understand how starting practice so much earlier than academic classes in the fall may turn off kids and parents, especially at lower levels of play; and are we keeping up with rapidly changing calendar changes of member schools?
Ultimately, the future health of varsity high school football programs depends on the outcome of these kinds of questions, answers and efforts ... and has little to do with the size and system of the postseason playoffs. And positive efforts will be negatively affected by coaches airing dirty laundry in public.