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.
Silence is Golden
July 2, 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 Oct. 22, 2010.
A minor repair to a vocal cord forced me into 48 hours of silence recently. I rather enjoyed it and, frankly, was a little sorry to see it end.
You see, when you can’t talk, you’re forced to listen; and when you can’t talk, you’re more inclined to think. Not “think before you speak,” just think.
I’ll spare you the time spent counting my many blessings, as well as the time worrying about a few family matters. But I’ll share with you some thoughts I had about our common ground, that is, school-sponsored sports in Michigan.
I believe the future of school sports hangs in the balance of how we respond to the financial pressures local programs now experience. It worries me that too many responses are putting local programs on a course that will fundamentally and forever knock school sports off the course of educational athletics.
- We are mistaken if we believe a $225 participation fee to play JV tennis doesn’t change the nature of JV tennis.
- We are mistaken if we believe that a competitive athletic program, with high emotion and risk of injury, can be administered by inexperienced or part-time athletic administrators without clerical and event supervision assistance.
- We are mistaken if we believe that we can operate educational athletics without our coaches involved in ongoing education regarding the best practices of working with adolescents.
It isn’t educational athletics if the program does not promote broad and deep participation and does not have expert leadership and coaching.
That is what I thought about. And what I intend to speak about.