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.
Volleyball Faceoff
July 14, 2015
The 96th Annual Summer Meeting of the National Federation of State High School Associations overlapped dates and shared hotels, restaurants and sidewalks with the USA Volleyball 2015 Girls Junior National Championships during late June and early July in New Orleans.
This mega-tournament drew fields of 24 to 72 teams in each of 30 divisions, with each of the approximately 1,000 teams paying from $650 to $900, providing an attractive payday for USAV. In addition, this was a dreaded “stay and play” tournament that required teams to book rooms at the designated hotels that provided kickbacks to the organizers.
USAV raked in the dollars which the parents I spoke to seemed only mildly distressed to pay because they had bought into the fantasy that this sort of extravagance is necessary to help their daughter reach the “next level.”
Next level? Some of these parents couldn’t even find the next court for their daughter’s match among the 80 courts on which competition was held, and missed parts of matches they had paid hundreds of dollars in club and travel expenses to attend. This was about quantity of teams, much more than quality of experience.
And what, after all, is the next level for a girl playing on an “Under 13 Team” ... Under 14?
If the “next level” means college volleyball, then parents haven’t been told of the lottery-like odds they face. Making any college team that offers any financial aid based on volleyball skill is a mere fantasy for almost every girl and it’s a futile strategy for those parents to fund their daughter’s college education.
In sharp contrast, I’m reassured that we’ve got it right in school-based volleyball, where the focus is on scholarship in high school, not athletic scholarships to college; on learning in many practices more than competing in many tournaments; on local events, not national travel; where MHSAA tournaments are free to enter, and matches are conducted one at a time on the arena’s one and only court, with the school’s student section cheering the team on.