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 Sports Officiating Challenge
July 30, 2013
Last Saturday, the MHSAA hosted the largest gathering of sports officials ever assembled in this state at one time and place: 1,248 under the same roof.
The occasion was “Officiate Michigan Day” that preceded the 31st Sports Officiating Summit conducted by the National Association of Sports Officials (NASO) in Grand Rapids. The summit began Sunday and concludes this evening in Grand Rapids.
On Sunday afternoon, nearly 300 of Michigan’s officiating leaders – local association officials and trainers and registered assignors – went through three hours of training which the MHSAA requires face to face every other year.
All this comes at a challenging time for our officiating program which is most dramatically demonstrated by this fact: the number of MHSAA registered officials has declined by 1,895 - 17.5 percent – over the past four years!
We know of course that our registration totals were temporarily inflated by two outside factors after 2007. First, after the court-ordered change in sports seasons for girls basketball and volleyball, the MHSAA allowed officials to add those sports to their registration free of charge in 2007-08 through 2010-11. And second, as is always the case, the recession pushed many new people into officiating; but again, just temporarily – we’ve lost many of them as the economy has slowly improved.
I do believe the MHSAA and its member schools and the local officials associations that serve school sports are up to the challenge we face. The same community that just rallied to provide record attendance in Grand Rapids has the ability to reverse the trend that could weaken school-based sports: fewer officials.
We will get there with three E’s: (1) encouraging officials; (2) equipping officials; and, most of all, (3) providing officials an environment in which to thrive – that’s one that is safe, sane and sportsmanlike.
I’ll have more to say on all three E’s over the course of the next few months. In the meantime, I invite you to learn more about officiating in Michigan here at MHSAA.com.
Officate Michigan Day Recap: Photo Gallery | Story