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.
Peddling Influence
February 28, 2012
The Sports Business Journal published in December its annual list of the 50 most influential persons in sports business. No person from the ranks of high school sports is included, causing some to criticize the oversight. I don’t.
If ever a person from the high school level were to make this listing, it likely would be for behaving like those at the college, professional and international levels. No one will make the list for doing the job he or she is supposed to do, which is to assure that the business excesses of those other levels do not visit school sports, and to actively oppose those initiatives that would undermine educational athletics.
I understand fully that there are important business aspects to the administration of interscholastic athletics. But I also understand that these business tasks must be managed within the cozy confines of the educational mission of the sponsoring institutions – schools.
We know how to make a lot more money for school sports from networks, sponsors and promoters. But we also know why that wouldn’t be right for educational athletics. Contests on any day at any hour for broadcast purposes, at any location no matter how far. Highlighting big schools, highly ranked teams and highly rated/recruited players, to improve broadcast ratings and advertiser demands. Brilliant minds and bullying personalities couldn’t avoid this happening in college athletics. Once started, we could not fare better in controlling things on the high school level.
We have the potential to aggregate school sports content very attractively for producers, distributors and sponsors. But it’s best that we don’t. And just fine that we continue to be overlooked by business trade journals.