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.
System Failure
October 19, 2012
Almost every week we learn of another college or professional athlete who has exploded in rage, abused a fan or friend, been busted or broken parole, been stopped for speeding or DUI.
Among very many reasons why, one of the greatest may be this: we taught them to behave this way . . . the system caused them to become this way.
Sometimes the positive character traits taught through high school sports are overwhelmed by the extravagant attention given to athletes by the media, college recruiters, ranking services, agents, promoters and sporting equipment/apparel companies. Good kids begin to believe the hype, thinking they're not only above the crowd, but above the law. They go from being self-confident, to self-centered, to self-serving.
There are good reasons that, in school sports, we attempt to restrain the hype and deflect attention from individual to team. We could use some help at home and in the media.