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.
Dodger Lessons
August 6, 2013
The first baseball team I played on was the Dodgers. I’ve been a Dodger fan ever since, checking their place in the National League standings almost every day of the season, year after year. It would have been difficult to learn more about sports and life from any professional sports franchise than one could learn from the Dodgers as I was growing up.
It was the Dodgers who returned integration to the Major Leagues in 1951, which from my home in central Wisconsin seemed unremarkable; and when I became old enough to think about baseball, Jackie Robinson was my most favorite player for a long while.
It was the Dodgers who led the Major League’s migration from the northeast to the west, which my young mind could not grasp. From historic Brooklyn to Los Angeles? To play in the Coliseum?
I could not know then that this leading edge of professional sports franchise mobility would become an early adopter of a new toy called “television,” and that this would solidify baseball’s place as the national pastime for two more generations.
I coped with tragedy as catcher Roy Campanella suffered a paralyzing injury. I considered religion’s place in life as Sandy Koufax declined to pitch on Jewish holy days.
The Dodgers of my youth already knew that life is not fair. How could it be after Oct. 3, 1951, when the hated Giants’ Bobby Thompson hit a ninth-inning homerun to steal the National League pennant from my Dodgers?
Sadly, the Dodgers of more recent years have been beset by the kind of ownership dramas now common among professional sports as the insipid idle rich ruin even the most stable and storied franchises.
And speaking of rich, had it not been for my dear mother’s insatiable desire to clean out every closet she found, I might be rich too. For I had collected, and kept in mint condition, the baseball card of every Dodger player of the 1950s. They were thrown out while I was away at college.