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.
Do The Opposite
July 15, 2013
During the summer weeks, "From the Director" will bring to you some of our favorite entries from previous years. Today's blog first appeared Aug. 12, 2011.
In Borrowing Brilliance, author David Kord Murray suggests that some of the brightest, most creative ideas emerge by doing the opposite of what your closest competition is doing.
So when I see school sports in some ways adopting over-hyped and commercialized traits of major college and professional sports or in more ways drifting toward behaviors of non-school youth sports, I sense an absence of creative thinking and doing by the folks in charge.
This wouldn’t worry me if I didn’t foresee that when school sports become too much like non-school sports, folks will begin to earnestly question why schools are spending severely limited time and money duplicating non-school programs.
Which will cause schools to drop those programs – first at subvarsity levels, as is already occurring, and then at all levels.
Which will cause schools to lose what has been well documented to be a great motivator for improving student attendance and grade-point averages and reducing student discipline problems and dropout rates.
It is almost to the point where if I see non-school sports do one thing, I recommend school programs do the opposite.
- Make athletes pay to play?
- Schools should do the opposite!
- Make athletes transport themselves to events?
- Schools should do the opposite!
- Schedule lots of games and little practice?
- Schools should do the opposite!
- Schedule long-distance travel and national-scope events?
- Schools should do the opposite!
- Focus on individuals more than teams?
- Schools should do the opposite!
In anything and almost everything, in large matters or small, schools should tend toward the opposite of what they observe in much of non-school sports. It will likely be better for the student-athletes and tend to preserve the niche school sports has long enjoyed in the world of sports.