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.
Reality Check
July 29, 2016
In Garrison Keillor’s fictional Lake Wobegon, Minnesota, “all the children are above average.” The greater fiction is that most parents believe their children are way above average, especially when it comes to sports. On that topic most parents are badly in need of a reality check.
A colleague at the MHSAA showed me a letter from the CEO of the Amateur Athletic Union to my colleague’s eight-year-old daughter announcing that she had been selected for a national publication that would identify the brightest future stars of women’s basketball, for a fee of course. A scam certainly; but how many other people might be taken in by this, or contribute to it “just in case” because they wouldn’t want to do anything to discourage their child’s ascension to stardom?
The MHSAA’s Task Force on Multi-Sport Participation has identified delusional parents as one of the greatest contributors to athletic specialization that is too early and intense, forcing some children out of sports too soon and leading them toward a life of inactivity and obesity, while leading the chosen youth toward overuse injuries that can be equally damaging to adult fitness.
This task force is developing strategies to help inform parents of elementary children that their children will almost certainly not participate in either college or professional sports but, with adequate attention to physical fitness, nutrition and sports sampling, most children can be involved in interscholastic athletics and remain active and fit for life after high school.
Among several task force strategies are a “Reality Check” video for parent meetings and printed pieces on “What Parents Should Know” with units by medical personnel, physical educators and coaches.
These efforts won’t change the world. They are, however, a small part of what we can do, have an obligation to do and will do to promote the health and safety of this and the next generation of young people.