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.
Going on Offense
March 3, 2015
I was a defensive back on my college football team, but I refuse to be put on the defensive about the game of football.
The game is good for students, their schools and our communities. High school football is character-building for students, spirit-building for schools and community-building for cities and towns. Local school football programs ought to be part of the development plans and place-making strategies of all communities of Michigan.
The school-sponsored game has never been safer to play. The equipment has never been more protective, coaches have never had more safety training, the rules have never been more safety-oriented, and game officials have never had more encouragement to enforce those rules. The result is fewer injuries of all kinds – from nicks and bruises to ankles, knees and necks.
When the game of football has faults, we find and fix them. To continue doing so requires that we be honest with ourselves about where the game has weaknesses and be constantly alert to effective ways to improve the game.
Defensiveness gets in the way of discovering ways to go on offense. It blocks innovation and sacks aspirations before they can be launched.
I want our public to know that school-sponsored football is a great game. I also want the public to know that we aspire to keep improving the game and to exceed legal mandates. We will continue to do more than what is required and, in fact, we intend to do what’s unexpected to assure football remains a positive influence on students, schools and communities.