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.
Guarding Secrets
February 8, 2013
January was a bad month for some sports heroes, but it was an instructional time for those who paused to connect some dots.
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Two of Major League Baseball’s most prolific performers became eligible for baseball’s Hall of Fame, but we learned in January that neither came close to earning enough votes for election to that prestigious shrine. Each has seen his star-power descend in a cloud of legal problems surrounding his suspected use of performance enhancing drugs.
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After seven Tour de France titles and seven times seven denials of using performance enhancing drugs and various blood doping techniques, Lance Armstrong “came clean.” Sort of.
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A Heisman Trophy candidate went from a broken-hearted soul mate to the victim of a cruel hoax to a contributor to the weirdest story college sports has witnessed. From duped to duplicitous.
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And all this with Penn State’s scandal still fresh in our minds.
How fatiguing it must be and, ultimately, how futile it is to try to keep secrets. That’s always been true; it’s just more obvious in a world where everyone’s access to social media renders investigative journalism too little and too late in uncovering the secrets that heroes harbor.
How any of these people ever thought they could guard their secrets beyond the grave would be beyond belief if it just didn’t keep happening so often. There must be something we’re doing wrong in the upbringing of prominent athletes (like too many politicians) that makes them think they can get away with sordid secrets . . . that they’re too big to fail.
The truth is, the bigger they are, the harder they fall. No secret is beyond discovery.