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.
Go With It
April 30, 2012
One of my counterparts in another state asked me last week, “How do you do it?” He meant, how do I find time to prepare two blog postings every week; and he also meant, how do I find topics for 104 postings each year; and he also meant, how do I go about the actual writing?
As for finding time, it’s no problem; because writing helps me think. It helps me clarify and prioritize. And going public with these thoughts helps me be more certain that I’m committed to the ideas. For me, writing daily is as important as breathing deeply.
As for finding topics, it’s rarely a problem. I find subject matter in what I read, what I hear and what I observe in everyday life and worldwide travel. And I’ve discovered that the richest sources for writing about school sports are often found the furthest from school sports.
And as for the actual technique, I go about it this way: I try to provide a plain circle, and then invite readers to color it however they wish, to use any shade they prefer, to color outside the lines if they think that’s most beneficial to their situation.
When we were children we were praised for coloring within the lines and utilizing the appropriate shades for sun, sky, grass and flowers. These days I just want to provide a blank circle and ask, “What can you do with that?” Not dictating what readers should do, but inviting readers to take an idea and do with it what they will where they live, work and play.
At least that’s what I want to do.