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.
Special Delivery
February 23, 2016
If there is one month of the year that demonstrates the difference in the MHSAA today compared to a generation ago, it is February.
-
This is the month when 775 people, including more than 700 students, gathered for the MHSAA Women in Sports Leadership Conference in Lansing. This year’s was the 22nd edition of the conference.
-
This is the month when the 120 finalists and 32 recipients of the 2016 MHSAA Scholar-Athlete Award are announced. This is the program’s 27th year, sponsored by Farm Bureau Insurance.
-
This is the month when MHSAA staff is on the road to visit finalists for “Battle of the Fans V,” and thousands of students vote for their favorite on social media, and the MHSAA Student Advisory Council finalizes the selection of this year’s top cheering section.
For most of its history, the MHSAA worked with school personnel who then interacted with students. Today, the MHSAA delivers much more than its postseason tournaments directly to student-athletes, including captains clinics and sportsmanship summits all year round.
While this work must never displace from our top priority the development and delivery of eligibility competition standards that are safe and sound for an educational environment, these direct interactions inform the rules making process in very positive ways.