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.
Adversity
January 25, 2012
It’s been said that adversity causes some people to break and others to break records.
Author Keith McFarland spent seven years studying the performance of 7,000 companies, after which he made this pronouncement: “The top performers had one thing in common. Each went through a period of pronounced difficulty – often serious enough to threaten the firm’s existence.”
McFarland continued in The Breakthrough Company: “Great companies, I discovered, arise not from the absence of difficulty but from its vortex,” its whirly mass.
The key during tough times, according to McFarland, is not to focus on survival, but instead to ask fundamental questions, to face facts that might have gone overlooked in more prosperous times, and to identify and integrate the new knowledge and insights that adversity can bring.
Schools and school sports, today in the vortex of adversity, may actually do more than merely survive our present difficulties if we too examine obstacles and opportunities previously overlooked, and then make positive use of the lessons that sometimes only adversity can bring.
A Scottish author of the 19th century with the optimistic name Samuel Smiles wrote: “The very greatest things – great thoughts, discoveries, inventions – have usually been nurtured in hardship, often pondered over in sorrow, and at length established with difficulty.”