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.
Broadening the Scope
September 8, 2017
There are two categories of projects that deserve most of our attention in school sports, no matter where or on what level we work. They are important either because they deal with chronic problems or because they address core principles.
Among many, the chronic problems include declining numbers of registered officials and increasing numbers of athletic transfers, as well as football scheduling. It is mostly because these are persistent problems for many at the local level that they have become priorities for MHSAA management’s time and attention.
Addressing chronic problems can often feel like walking a treadmill. We can work up a sweat, but get nowhere. Arrive at no new and better place. But the effort is important and may keep things from getting worse. Which is why many hours are being spent on these three chronic problems this year: officials, transfers and scheduling.
Of potentially greater value and lasting impact are the projects most directly addressing core principles of educational athletics, such as sportsmanship, health and safety and the scope of our programs. Backsliding on these topics can be most damaging to school-sponsored sports, and the damage – or missed opportunity – can have devastating future effects.
So, while we deal with the chronic issues of the day, we are devoting ourselves daily to more effective sportsmanship resources, even more enhancements for promoting participant health and safety, and increasing the scope of school sports in ways that are consistent with the core values of educational athletics.
School sports does not need longer seasons and travel. It does not need more games and hype. In these ways, the scope of school sports is just fine ... consistent with the objectives of the sponsoring organizations – schools – which is to educate young people. Academics before athletics.
Where school sports must consider a larger scope is in who the programs are serving. There is both need and opportunity to reach younger students and provide more service and support to junior high/middle school sports – the feeder system of educational athletics.
There is both need and opportunity to reach students with athletic interests outside the 14 MHSAA tournament sports the MHSAA provides girls and the 14 for boys. Many thousands more students want to participate in other sports – the sports of their passion – under their school’s banner and in MHSAA tournaments. There may also be both need and opportunity to involve more students with disabilities in school-sponsored sports programs.
The scope is just fine for the sports we sponsor. Broadening the scope of whom we serve is a core principle project that deserves our attention.