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.
Mixed Messages
November 27, 2013
One of the very few enjoyable aspects of waiting in an airport is the guiltless time it allows me to visit its bookstores and page slowly through some of the old classics I vaguely remember and the new releases I can’t wait to read.
Two months ago in one of the terminals of Sky Harbor Airport in Phoenix, my attention went quickly to a prominent display of books about football. Five titles were mostly critical of the game, focusing on the sport at the major college and professional levels. Down at the bottom of the display was one title that addressed the positive value of football to students, schools and communities.
One month ago, while I was eating breakfast, the television news reported on the results of new research about youth concussions. While the narration mentioned multiple sports, the video was mostly of football. I saw that story repeated on another television channel that evening. I wondered, how many times on how many channels did how many people get this gift of the latest youth concussion statistics for all sports presented in football-only wrapping paper?
The public is getting mixed messages about school-sponsored football. The problem of college and professional football is not the problem of school-sponsored football. And what problems of head trauma that do exist in school sports are not exclusively problems of football.
In fact, school-sponsored football has never been freer of serious injury than it is today – that’s true whether we are talking about heads, necks, knees or nicks. It’s the result of the most careful and cautious rules making, coaching and officiating ever. And it’s safer – not less so – as we ever more quickly assess and refer injuries to ever more educated and capable health care professionals.