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.
We Need A Picture
December 18, 2012
One of our family traditions is to start and complete a new puzzle each Thanksgiving Day. This past year’s 1,000-piece project tested our guests’ perseverance and, technically, it wasn’t completed on Thanksgiving, but just after 1 a.m. on the next day with only two of the original 16 guests still on task.
As is customary, the cover of the box in which the puzzle came provided a picture of the finished work. Those working the puzzle kept passing the box top around to get closer looks at the specific portions of the puzzle that had their attention.
At one point my son mentioned how incredibly difficult it would be to complete a complicated puzzle without any picture.
Which caused me to consider that trying to solve any puzzle – any problem – is made almost impossibly difficult without a clear picture of what the solution should look like. To put together the pieces of the solution to a problem requires at least some vision of the solution.