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.
Only in Football
November 22, 2011
There was a time when even undefeated teams might not qualify for the MHSAA Football Playoffs. Eventually, the playoffs were expanded to eight divisions, each of 32 teams, assuring any team which could manage six wins was an automatic qualifier, and also that many teams with only five wins would qualify (20 five-win teams in 2011).
It was anticipated that this would allow good teams to schedule like-size, nearby opponents without fear of a loss or two. But some observers now complain that mediocre teams won’t schedule certain nearby opponents because they fear a fourth loss that could keep them from certain postseason play. Long-standing league affiliations are being stressed by this mindset.
There are very smart, very sincere people who want the MHSAA to once again expand the playoffs to, they hope, eliminate these problems; but the MHSAA has already done its part to accommodate football’s “uniqueness.” For example. . .
- It is only in football that MHSAA tournaments have more than four classes and divisions. In football there are now eight divisions for the 11-player game, plus one division for the 8-player game.
- It is only in football that MHSAA tournaments are longer than three weeks. In football, it takes five weeks to crown champions in those eight divisions for the 11-player game.
- It is only in football where first-round tournament matchups can result in round-trip travel of 600, 700, 800 or more miles.
Proposals that would create even more extravagance – more 11-player divisions, more weeks of playoffs and more long trips – all because schools are reluctant to schedule nearby opponents during the regular season – are all proposals that should be sacked.