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.
Glue and Grace
October 9, 2012
Recent events, obvious to you, caused me to return to an article the MHSAA published in August of 1999. Here it is again:
Three days after the tragedy at Columbine High School in Littleton, Colorado, a retired athletic administrator whom I respect greatly and listened to intently, called me to say this:
“You have an opportunity to speak to student-athletes in this state and across the country. Talk to them about Littleton.”
This administrator wanted me to convey to athletes that they were not a part of the many and complex causes of the Columbine carnage, but they play a small part of the solution to help assure such craziness doesn’t occur closer to home.
The administrator was referencing some of the media reports that suggested the youthful killers took offense to the “jocks.” Valid or not, these suggestions provide another wake-up call for those who claim that school-sponsored sports are healthy for the participants, school and community.
As a result, part of my conversations with student-athletes this year and the heart of my message to team captains in 1999-00, will be this:
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Break down the walls, real or perceived, between the athletes of your schools and other students. Avoid cliques limited to team members or even athletes in general.
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When you walk the school halls and shopping malls, greet fellow students warmly, regardless of their involvement in school sports or other activities. Let them know that you know they exist.
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Become more sensitive to the needs of others, especially those who are different than you. Appreciate that while you may be more gifted in some things, other students are more gifted in other things. Show a genuine interest in those things.
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Understand that you are not the center of the universe. Accept that it is your role to serve others, and not the other way around.
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Don’t condescend, but concentrate on the rich worth of other people. Seek them out. Involve them. Enter into their worlds and invite them into yours until such time as it is difficult to recognize different worlds in your school and community.
I believe this goal for the interscholastic athletic program, embraced by every administrator, participant and parent, would help us: That every participant be involved in academic and non-academic matters, athletic and non-athletic activities, be a star in one thing and a substitute in another, be on stage and backstage, in solo and ensemble, experiencing both winning and losing.
A student involved in such an experience as this could not help but provide glue and grace to a student body.
No student-athlete anywhere is remotely responsible for the massacre in Littleton, Colorado. But student-athletes everywhere have an opportunity to be a small part of an environment that assures such a tragedy is not repeated where they live, study and play. Talk to them.