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.
Fundamentals vs. Fads
July 9, 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. 9, 2011.
While examining some ancient fabrics at the Viking Ship Museum in Oslo, Norway, my wife explained to me the “warp and weft” of weaving – how the vertical fibers are the warp and the horizontal fibers are the weft.
What intrigued me about the ancient remnants was that the vertical fibers of wool had survived the centuries so much better than the left-to-right-fibers of linen and silk. I was informed that the vertical fibers (the warp) gave the fabric its durability, while the horizontal fibers (the weft) provided the design. And the strength lasted long after the color had faded.
My vacationing mind then jumped quickly across the ocean and centuries to my working preoccupation with the essentials of school-based sports. I reflected on how certain principles on which educational athletics are based have withstood challenge after challenge over time, even as some of the earlier features of school sports have faded.
This travel memory will serve as a reminder to me to focus on the fundamentals – on those core values of school sports that are essential and allow us to claim that the programs are educational – and to worry less about the superficial features that will inevitably change with the trends and fads over the years. Determining which is which – distinguishing fundamentals from fads – is one of the challenges the leaders of school sports must face.