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.
MVPs
November 10, 2015
This is the time of year when postseason banquets are occurring at many schools to mark the end of the fall season. In many cases, a “Most Valuable Player” will be announced and honored.
The qualities of the MVP are usually apparent ... often the player who scored the most points, gained the most yards, or won the most races or matches. But that’s not always the case; and it shouldn’t be.
Sometimes the MVP is the playmaker, the blocker for the scorer, or the team’s most inspiring player who energizes others or improves a team’s chemistry or performance in ways that statistics can’t measure.
I think about Major League Baseball’s American League MVP in 1942. It was Joe Gordon. That season, he led the major leagues in errors, strikeouts and most times hitting in double plays. But still he was the league’s MVP.
Sometimes referred to as “Flash Gordon,” this second baseman, who played for the Cleveland Indians and New York Yankees, was renowned for his defense. And he should serve as a reminder that sometimes the MVP is not such an obvious choice.