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.
Carry On
April 27, 2018
For many years my vocation has been that of executive director of the Michigan High School Athletic Association. My vocation -- not my occupation, which has the connotation of a pastime that merely consumed my days and years, or a space that only my physical presence has been taking up.
No, this has been my vocation, in the sense of the root word “vocari,” which means "to be called.” The MHSAA has not been my job; it’s been my purpose.
Anyone who knows my background would understand.
I grew up at the home of the executive director of the Wisconsin Interscholastic Athletic Association who was my role model as spouse, father and man. I was a twenty-something staff member of the National Federation of State High School Associations under the mentoring of Clifford Fagan, one of the deepest thinkers in the history of educational athletics. It was he who encouraged me to write about our work.
Anyone who has worked with me, listened to me or read what I've written would understand.
Everything has pivoted on protecting and promoting the core values of school-sponsored, student-centered athletics: policies, procedures and programs that put academics before athletics and attempt to develop the whole child.
For example, I see sportsmanship not as some corny promotion, but as a critical issue of educational athletics. I view good sportsmanship as a precursor to good citizenship. This is not the mindset of a man on the job, but of a man with a mission.
Going forward, those who love and lead school sports in Michigan must avoid doing those easy things that increase the scope and stakes of competition. Instead they must address every day those difficult policies, procedures and programs that enhance the physical, mental and emotional values of interscholastic athletics to students and the value of educational athletics to schools and society.
It's not more competition that is needed in high school sports, but more character. Not more sport specialization that's needed in junior high/middle school sports, but more sport sampling. Less attention to celebrating hype in sports events for youth, but more attention to cultivating life long-habits and good health for adults.
In leaving the MHSAA after 32 years this summer, I will have some regrets ... sad to be leaving the company of great staff and some extraordinary colleagues in our member schools ... sorry that even though we worked so hard and accomplished so much, there is still so much to do to keep school sports safe, sane and sportsmanlike.
There’s lots to do. Carry on.