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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.

Patience

January 20, 2015

I found it amazing that an important "test" match in cricket last month between India and Australia was scheduled for three days but could last five days, or might end after two. This flexible scheduling is just part of the game.

On one day of that match, Australia was able to bat all morning, declare a lunch break, and then keep batting most of the afternoon before India ever had an opportunity to go on offense. When they finally did, India was already behind 400 and something to zero.

It was equally intriguing to watch the fastest two of the 117 yachts entered in the 70th Sydney to Hobart Yacht Race finish the more than 628-nautical mile course within 48 minutes of each other, but 11 hours before the third place yacht. And, two days before the last of the 103 finishers. 

I decided that Australian sports fans must have a different definition of drama, a lot more patience for events of long duration, and much more tolerance for events of indefinite length than we do in the USA. Perhaps it is in the DNA of Australians to be patient ... for they are certainly among the most polite populations I've encountered.

Perhaps all of this is inherent in the character of a country that is almost as large as the USA’s first 48 states but has only seven percent of the USA’s population. In fact, China's population increases each year by more people than the total population of Australia ... which may have something to do with 36 people being killed during a human stampede in Shanghai this past New Year’s Eve.