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.
Fixing Things
October 6, 2011
Leaders of schools and school sports have rarely been asked to do more with less than is demanded of them today. Their plight has brought back to my memory that many years ago, a pastor from North Carolina, Stephen M. Crotts, told this story – one that I’ve kept in my files, and in my heart, ever since. He said:
I started my ministry in Charlotte County, Virginia. And there was a deacon in the church there named Harvey Milton who ran a seed and feed store in Drakes Branch. Harvey and his wife Margaret sort of adopted me and helped me along during those first tentative years of the ministry.
I remember one day after I’d been there nearly three years. I was struggling with trying to do too much, trying to keep everybody happy, trying to fix all the hurts.
I stopped by to see Harvey at his business and found him hunched over the back door replacing a broken hinge.
“What are you doing?” I politely inquired.
“Well, Stephen,” Harvey intoned, “there are four kinds of broken things in this world. There are those things that are broken that if you just leave them alone they’ll fix themselves. Then there are those things that are broken that are none of my business. It’s up to somebody else to fix it. Then there are those things that are broken that only God can fix. And finally, there are those things that are broken that can be fixed and it’s my job to do it. And this door is one of them. And that’s what I’m doing . . . fixing this door.”
Stephen finished by saying this: “When urgent calls, opportunities, pressure, criticism and thoughts of all I could be doing come, those words help me sort my duty.”
Perhaps those words will help you too.