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.
Pivot Work
September 21, 2011
Consider the pivot move in basketball. The player receives the ball, plants his or her foot and spins 90 to 180 degrees. Without moving the pivot foot, the player turns from facing one direction to facing a different direction. And with that new perspective, the player either passes the ball to a cutting teammate or dribble drives toward the goal.
If these are pivotal times in school sports – and I believe they are – we must, if we are to make the most of these times, remember the skills that many of us worked on when we played basketball and still often admire as effective when we watch basketball. The pivot.
- One foot firmly planted. A foot that can’t be moved. Our base. Our fixed orientation.
- Then the spin that changes our field of vision from one direction to another.
- Then a sharp pass to a teammate, one who’s gotten a step on an opponent.
- Or, if no teammate is open to receive our assist, a determined drive of our own toward the goal.
If these are pivotal times, and if we are to be the “pivotal generation,” this is the drill: Fixed to our core beliefs, look around for new ideas and cutting edge partners to assist, and take it to the goal ourselves if we must.