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.
Rush to Ridicule
February 5, 2016
Last month the statewide high school athletic association of a neighboring state sent to its member schools a reminder of its sportsmanship standards. From almost all media reports you would have thought the association did a terrible thing.
In fact, the athletic association did nothing wrong – nothing that it and similar organizations have not done many times before to point people away from declining standards of sportsmanship prevalent in other programs and point people toward behavior that is more appropriate for an educational setting – i.e., in programs sponsored and conducted by educational institutions.
Then one of that athletic association’s schools did an unsurprising thing – and what dozens of schools, perhaps hundreds of schools, have done many times before. It distributed the athletic association’s message to its students and coaches.
Where this good work went bad was an isolated incident where one student-athlete at one school posted a profane reaction on social media, criticizing the message; and the student’s school suspended the student from a few contests.
That’s the story. But it’s been mangled by most professional and social media which have rushed mindlessly to ridicule the athletic association.
The association was not wrong to promote positive cheering sections and mutual respect during athletic events. And the association is taking an amazingly high (sportsmanlike?) road to say that it will use this media fiasco as an opportunity to review its sportsmanship guidelines.
We have proven in this state through our Battle of the Fans, a contest conceived by our Student Advisory Council, that cheering sections can be larger and louder by encouraging positive behavior; fun that is also respectful. We prohibit no specific cheers, but we promote positive cheers and the schools where that is the norm.
In a society where standards of all kinds appear to be slipping, this is praiseworthy work.