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.
Transforming Coaches
October 12, 2012
Forty-two years ago this past August, I showed up at a high school near Milwaukee for my first teaching and coaching job. I remember being introduced to the football team just before the first practice, and then just 60 minutes later, on the field, I heard a player call me “coach.”
The next day I overheard one player say to another, “Coach Roberts said . . .”
In 24 hours, I had been transformed from Jack Roberts to Coach Roberts. And it gave me a very special feeling.
After parents (and sometimes before them), the coach is the most important person in the educational process of school sports. Good coaches can redeem the bad decisions that administrators or parents sometimes make; and bad coaches can ruin the best decisions of administrators and parents.
Coaches have enormous influence over how kids think, how they act and what they value.
There is no time or money better spent in school sports than the time and money spent on coaches education. Every coach, every year in continuing education regarding the best practices of supervision, instruction and sports safety, as well as in ethics, values, sportsmanship and leadership.
The MHSAA Coaches Advancement Program should be the centerpiece of every school district’s ongoing, multi-faceted training program for coaches. We expect continuing education for classroom teachers. Why would we ever consider less for those who work with large numbers of students in settings of high emotion and with some risk of injury attended by hundreds or even thousands of spectators?