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.
A Game Changer
July 9, 2012
In the year 2000, fewer than 300,000 books were published in the United States. In 2010, more than a million were published.
This means that electronic media didn’t kill the book publishing industry, as some experts predicted. Quite the opposite. But electronic media surely changed the industry in several major ways, including:
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It democricized the industry – made it cheaper and easier for almost all of us to publish whatever we want, whenever we want, even if only our family and closest friends might read it.
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It dumbed down the industry. With almost everybody able to produce almost anything, the average quality of published works has plummeted.
The importance of these book industry statistics to us is that they point to what can and does happen in other aspects of life, including school sports. They provide evidence that sometimes what we think might crush us, only changes us. Causes us to do things differently – cheaper, faster or better and, sometimes, all three at once.
Some of us in school sports may, sometimes, curse electronic media; but many of the changes they have brought us are positive. Like officials registering online, receiving game assignments online and filing reports online. Like schools rating officials online; and online rules meetings for coaches and officials. Like schools scheduling games online, and spectators submitting scores online. Like the ArbiterGame scheduling program the MHSAA is now providing all its member high schools free of charge.