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.
Student-Centered Programming
February 7, 2012
For most of the histories of most statewide athletic associations across the country, the association has been a third party. That is, the association’s work was with adults - administrators, coaches and officials – who had more direct interaction with student-athletes.
That has been changing for most of these associations over the past two decades.
Today, MHSAA staff work directly with student-athletes through the Farm Bureau Scholar-Athlete program as well as at sportsmanship summits and captains clinics. We partner with the Basketball Coaches Association of Michigan to conduct our “Reaching Higher” programs for college-bound male and female players. We have a Student Advisory Council that works with us in our office, at meetings and at tournament venues.
After the Scholar-Athlete program, the oldest of our student-centered programming is the MHSAA Women in Sports Leadership Conference which began in 1989. The 2012 Women in Sports Leadership Conference, which concluded yesterday, addressed a “Leaders Show Up” theme. Three dozen presenters interacted with approximately 500 student attendees.
These direct interactions aid the modern athletic association in staying alert to the needs, desires and “idiosyncrasies” of students, who have always been the subject of the work – just less obviously and effectively than they are today.