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.
Continuing Education
February 17, 2012
Eight MHSAA staff devoted an entire Friday late last month to discussions with a visitor from another statewide high school association. The focus was on what that association was doing, how and why in the areas of electronic media, marketing, merchandising and branding and the dozens of sub-topics these categories spawned.
Two weeks earlier, five MHSAA staff joined staff of ten other similar associations for two days of meetings in Chicago. There was sharing on topics ranging from student leadership programs to information technology.
A few days before that, I joined my counterparts from 45 other states for discussions of a variety of topics important to school sports in general or the administration of our serving organizations. I amassed 13 pages of notes from comments made by speakers and colleagues over three days.
Meanwhile, the MHSAA office hosted 12 MHSAA committee meetings during January. Each committee focused on a particular sport, or on a specific topic that affects all sports. Their recommendations will be vetted this spring and considered by the Representative Council by May.
Ideally, every month presents opportunities for us to learn, but last month provided a particularly broad and deep curriculum.