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.
Making the Game Safer
October 6, 2015
I’ve recently overheard two insightful perspectives about football.
From an attorney for the National Federation of State High School Associations (I’m paraphrasing): “We need to remind people that we didn’t invent football. We are the ones making it safer.”
From a professor at Michigan State University (again I’m paraphrasing): “In the 1950s when automobile injuries disturbed the national conscience, we didn’t abolish cars; we made it safer to drive them. That’s where we are with football today – recognizing dangers and making the game safer.”
What this means to me is that there’s little need to be on the defensive or apologetic, but much need to be on the offensive and to be optimistic about football’s future.
Never has the equipment been better than it is today. Never have coaches been better educated about player safety. Never have there been more safety rules, and never have officials had more authority and encouragement to enforce those rules. This is true for all school sports, but most obviously so for school-sponsored football.
We are on offense, have been for years, making a game that was very good to me as a player even better, every year, for participants at the secondary school level today.