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 Languages of Sports
August 6, 2013
Our state is enriched by the cultural diversity which has resulted from decades of families relocating from other countries to Michigan for the opportunities available here.
Often the children in these families are conversant in English, but their parents are less so. This is why, for example, the Refugee Development Center in Lansing not only provides ESL classes for students but also for parents; and why the RDC provides interpreters to accompany parents to school events such as parent-teacher conferences. The RDC currently serves refugees from 28 different countries.
Becoming increasingly sensitized to these dynamics, the MHSAA has recently begun a long process of providing certain of its documents in other languages than English. We’re going to focus on those documents that we provide to schools which parents would want to read to learn about what is being described to or required of their children with respect to interscholastic athletic participation.
The first such documents are the two-page and four-page preparticipation physical examination forms. And the first languages chosen for the service are Spanish, which is the most common non-English language spoken in the United States, and Arabic, which acknowledges that Michigan is home to the largest Arabic-speaking population in the US.
You will find these documents here.