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.
Our Times
November 11, 2011
It is in fashion to say that schools (and also school sports) are operating in a time of unprecedented austerity. This is not true. Not even close.
While it may be true that recent times in Michigan have seen a deeper and longer recession than most people have lived through before, it is not true that these are the worst times ever for school sports.
Imagine the austerity, and imagine yourself administering school sports during the Great Depression when unemployment was three times today’s rate. Or during World War II when gasoline was rationed and MHSAA tournaments were cancelled. Now those were tough times!
What may make us think at this moment that these current times are the worst times or are unique times is that these are our times, and we don’t yet see light shining at the end of the tunnel through which we’re traveling.
Because it affects us now and isn’t something we’re reading about in history, we tend to believe these times are somehow much worse and that today’s problems are somehow of such a different type that our programs are at greater risk than ever before.
It is possible, of course, that our reaction to these times will be unique and will make these times the worst ever. In other words, it’s not the troubled times per se, but our reaction to them that might set these times apart from all others.
It is possible that we will chop and change school sports so much that we never get the program back on the course of truly school-sponsored, student-centered educational athletics – a brand of sports unique in the world.