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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.

See the Whole Play

August 19, 2014

“What I Learned from That Play” was the name given to a session at the National Association of Sports Officials (NASO) Summit in Albuquerque last month. Several prominent officials talked about tough calls they made. One official was telling us of an error made, the other of a correct call; but the message was the same from both: “See the whole play.”

One official described an apparent touchdown reception where the focus of the officials was intent upon whether or not the receiver had a foot inbounds and maintained possession of the ball. Both occurred, but all the officials missed the fact that the receiver’s foot had brushed the pylon at the goal line, which made the pass incomplete regardless of what followed. “In focusing so intently on two key aspects of the play, we missed a detail that overruled the other two.”

“To make the right call we have to avoid narrow focus and be aware of all details,” this college official opined.

The other official described a play in which the quarterback rolled to his left to throw a pass while linemen provided protection. There was a near chop block by the left guard and running back, near hold by the right tackle, and a center/guard double team that had to be observed closely. But there were no penalties called, correctly according to the video the audience was shown.

The play ended with the quarterback heaving a forward pass just as he was being tackled. The referee called him down by contact, before the pass; and the video showed that call to also be correct.

The referee said: “If the officials had fixated on the double team, or the potential hold or the possible chop block, the crew may have missed that the quarterback was down by contact for a seven-yard loss.”

Each official was speaking of the importance of seeing the whole play – all of the key factors. Staying open to all the details.

Game officials must do this over the span of a few seconds or less, but countless times over the course of a contest. Administrators have the luxury of minutes, days, weeks or longer to get it right.

Here are a few more pearls of wisdom from the nation’s leading gathering of sports officials, these from Barry Mano, NASO president:

  • “Incorrect no-calls are easier to explain than incorrect calls.”
  • “Officials are to enforce, not appease.”
  • “In spite of their criticisms, there is no sensible parent who would want their child to participate without officials.”