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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.

Words from Down Under

February 1, 2013

In the County Hotel, one of the few buildings in Napier, New Zealand, that survived the 1931 earthquake in that region, there is a library of books that have been left by previous travelers and may be exchanged for books of current travelers.  Among the books I found was Lord Cobham’s Speeches.  Lord Cobham was the Governor General of New Zealand from 1957 to 1962.

From his speech at the “Sportsmen Luncheon” in Wellington, NZ, 52 years ago today, I found these pearls:

  • “. . . sport is a great character-former; it teaches that self-control which must always precede self-expression, and that gracious acceptance of defeat is the gold to victory’s silver.”
  • “Sport is harmony, balance and rhythm, the triple heritage handed down from ancient Greece, without which art is barren and civilization itself out of joint.  Above all, the acquiring of a technique is increasingly important in an age when automation and the machine have robbed human beings of that sense of fulfillment that comes of fine craftsmanship.”
  • “Today we see the result of trying to hustle youth through childhood and adolescence into manhood and womanhood.  Education is one of the few things that cannot be hurried, although modern techniques may facilitate instruction, for which education is often mistaken . . .  In these instances, sport and games can and must play an increasingly important part in producing well-balanced citizens.  But before we do this, we must see to it that the games themselves don’t fall victims to the prevalent evils of selfishness, sharp practice and greed.”
  • “It is when the player of the game thinks himself greater than the game that both get into trouble.”