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.
Ali
July 8, 2016
My wife has never held famous athletes and coaches in very high regard. Much of this has to do with her disdain for misplaced priorities – so much attention and extravagant spending devoted to entertainment and sports when so much of the world’s population is without most basic essentials of life.
Because of my work, my wife occasionally has been in the company of some of the biggest names in American sports; but only one clenched her in rapt attention. It was Muhammad Ali.
We were attending a banquet at which Ali was honored. We sat at adjacent tables, with the back of my wife’s chair almost touching the back of the chair to which Ali was being ushered, slowly because of his disease.
We all stood as Ali entered. My wife’s eyes were on Ali; my eyes were on my wife, for I had never seen her give respect to a sports personality in this manner.
After the banquet, and at times since then, and certainly again after his death June 3, my wife and I have talked about what it is in Ali that she hasn’t seen in other prominent sports figures.
We noted that he brought elegance to a brutal sport, and charm to boastfulness. We cited the twinkle in his eye that outlasted his diseased body.
We recalled the tolerance and dignity he brought to his faith, and how he demonstrated his faith commitment at the most inconvenient time in his career.
We recalled his poetry when he was young and talked too much, and his use of magic to communicate after disease stole his words, as he did that night we were with him.
Years after that banquet, when Ali lit the Olympic flame at the 1996 Olympics, my wife cried. She had tears in her eyes again when that moment was replayed on the day after Ali’s death.
Ali ascended to worldwide fame in a different era – when professional media tended to be enablers more than investigative journalists, and before social media pushed every personal weakness around the planet overnight. It’s possible Ali would not have been as loved if he had emerged in public life today. It’s also possible he would have been even more beloved.