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.
My Best Man
January 15, 2013
Upon the death of my father last month, a sports writer from the Milwaukee Journal Sentinel, who was preparing a story on my father’s career as athlete, coach and Wisconsin Interscholastic Athletic Association executive director, asked for my insights about Dad and his impact on me. I could have written a book, but here’s what I had space to say . . . just the right length for a blog:
“Dad served at a time before electronic media and online meetings when state high school association executive directors traveled their states doing rules meetings, thus building stronger relationships with coaches and officials than is common in our work today. And in Dad's case, because he was THE expert in high school wrestling rules in the United States, Dad traveled the country presenting wrestling rules meetings in states where wrestling was an emerging high school sport. It is not an exaggeration to say Dad was the ‘father of high school wrestling in America.’
“Dad and I worked together when he headed the WIAA and I was an assistant director at the National Federation of State High School Associations in the 1970s, allowing us to form an even closer bond in both our personal and professional lives than most fathers and sons enjoy. In those days, when there was a particularly difficult speaking assignment at a national meeting on school sports, Dad would be one of the first people whose name came to mind to address that topic. He was a forceful speaker; and I expect that my nationwide speaking trail owes a great debt to the many times as a youngster that I traveled with Dad when he gave sports banquet speeches.
“I'm told I idolized Dad when he coached, and know I admired him as a state association executive, and he was my closest male friend ever -- even ‘Best Man’ at my wedding. He was a great model as a father, husband and leader.
“At his retirement dinner in December of 1985, a spokesperson on behalf of the state's coaches said: ‘John, we didn't always agree with your decisions, but we never once doubted your motives.’ I can't think of a greater compliment for any man who worked so long in such a controversial line of work, which Dad loved so much.”