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.
Fun Factors
June 3, 2016
It is well documented that the No. 1 reason youth from age 6 through high school participate in sports is to have fun. Fun is the outcome they seek most. But what does fun mean to them?
That was the question on my mind as I read the work of George Washington University, Boston College and Georgia Southern University researchers in a paper published in March of 2015 in the Journal of Physical Activity & Health, and as I tried to understand their “four fundamental tenets of fun in youth soccer within 11 fun-dimensions composed of 81 specific fun-determinants.” Eighty-one? I guess my question isn’t so simple to answer.
But, with one-third of youth sports participants dropping out of organized sports participation each year (and as many as 70 percent dropping out by age 13), it’s important we look for answers.
The researchers have developed a “Fun Map” that allows them to see young soccer players’ responses in clusters. They have discovered “social” aspects of participation – for example, team friendships and team rituals – received significantly more favorable responses from the athletes than other aspects.
Top-rated determinants tend to be ...
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Hanging out with teammates outside of practice or games.
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Having a group of friends outside of school.
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Carpooling with teammates to practices and games.
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Going out to eat as a team.
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End of season/team parties.
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Meeting new people.
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Being a part of the same team year after year.
One of the lead researchers has said independent of this paper that the responses of parents and coaches differ – that their “Fun Maps” don’t match the young players’ – which concerns the researchers, and requires attention by youth sports leaders.