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.
The One Thing
June 17, 2016
“If funding were not an issue, what’s the one thing you would do at the MHSAA?”
That’s the question posed late last month by a candidate for employment at the MHSAA; and I answered without any hesitancy.
I would require and pay for both initial and continuing education of all coaches, both high school and junior high/middle school, head coaches and assistants, paid and volunteer. It would occur mostly face to face, and it would be intentional in its conveyance of the meaning of educational athletics and the definition of success in school-sponsored sports.
The coach is the front line in the delivery of the core values of educational athletics and the immediate and lifetime benefits of school sports participation. More than any other person, coaches can change students’ lives and they can create a culture in their program that changes the attitudes of parents toward youth sports and the attitudes of spectators toward officials.
The well-trained coach, the purposefully trained coach, not only gives the student a better experience, that coach also gives parents a reality check and helps give officials a more sportsmanlike atmosphere in which to work. Well-trained coaches enhance almost every aspect of the school sports experience – improving participant safety and promoting a lifetime of healthy habits; teaching and demanding good sportsmanship that evolves toward good citizenship; promoting teamwork, hard work, fair play, respect for rules and others.
Delivering with purpose and passion initial and ongoing education that is research-based, student-focused and required of all interscholastic coaches, is best for kids and for the future of school sports in Michigan. And it would contribute mightily to the quality of our schools and communities.
Over the past decade, approximately 20,000 individuals have completed one or more levels of the MHSAA Coaches Advancement Program (CAP). The goal should be 20,000 coaches through multiple levels of CAP each year. That’s the one thing the MHSAA should do.