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.
The Golden Rule
October 24, 2014
Competitive athletics are filled with rules. They include contest limitations and eligibility, conduct and playing rules. But apparently the “Golden Rule” is not one of those rules.
In competitive athletics, teams look for competitive advantage, which is often at odds with the spirit of “Do unto others as you would want them to do unto you.” Seeking competitive advantage sometimes devolves from a legitimate attempt to exploit an opponent’s weakness to rule-shading gamesmanship and, in its worst form, to blatant cheating. Do unto others what you can get away with.
Furthermore, in competitive athletics, emotions often run high – both among participants and spectators – and this leads easily to overheated partisan perspective, lack of good reason and loss of behavior that is respectful of others’ beliefs and feelings.
It’s hard to treat nicely people who act nasty. It requires, in fact, a supercharged Golden Rule that says “Do unto others better than they may do unto you.”
It’s hard to treat people better than they treat you; but if there were ever a place where there is more opportunity to do so, it’s in competitive sports where people are blinded by partisanship for their team or their child. Perhaps it’s only a political election campaign that presents as tough an environment for the Golden Rule.
Years ago in a radio commentary, Character Counts’ Michael Josephson said: “People of character treat others respectfully whether they deserve it or not. I’m reminded of the politician who refused to get in a name-calling match with an opponent, saying, ‘Sir, I will treat you like a gentleman, not because you are one, but because I am one.’ Sure, it’s hard to treat people better than they treat us; but it’s important to realize what’s at stake. If we allow nasty, crude and selfish people to drag us down to their level, they set the tone of our lives and shape us in their image.”