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.
Time for Tough Topics
February 28, 2014
The daily deluge of calls and emails about issues that matter that day tempt us to take our eye off other issues that matter today, tomorrow and for many years. Good service requires that we respond promptly and pleasantly to the daily details, but good leadership requires that we give adequate attention to matters more fundamental to the mission of school-sponsored sports, and more critical to the future of educational athletics.
No matter how many times we’re contacted about today’s programs and problems, we must create our own time to dive deeply into the core philosophies and cornerstone policies of voluntary competitive interscholastic athletics.
We have attempted to do this with the “Four Thrusts for Four Years” campaign to address health and safety issues, especially but far from exclusively focusing on increased acclimatization and decreased head-to-head contact in football practices. The practice proposals of the 2013 Football Task Force – developed over a series of meetings by serious people, appear to have widespread support and should receive an affirmative vote by the Representative Council next month.
Similarly, we have appointed a task force to work throughout 2014 on junior high/middle school issues. Theirs is the difficult challenge of locating the sweet spot – the policies that protect the multi-sport experience in a learning environment for our younger students while still providing more competition, and for younger grades, to attract and hold the interest of junior high/middle school students and their parents who are seeking much more competition much earlier in life than the MHSAA’s current policies allow.
Out-of-season contact by high school coaches with their high school students is another of the topics that is often discussed and occasionally studied, and the rules governing out-of-season coaching are frequently tweaked. The result is a mammoth section of the Handbook that is difficult to read and follow, and invites widespread disrespect. MHSAA staff is conducting a series of two-hour sessions to try to reframe the discussion and present to the membership by next fall a new (and briefer) set of rules and interpretations. The goal will be to respect both the guiding principles of educational athletics as well as society’s changes since the current rules were first developed.
That’s the goal for all of this these tough, timeless topics.