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.
Every Coach, Every Year
April 20, 2018
Fourteen years ago, the Michigan High School Athletic Association retooled its coaches education program and launched the Coaches Advancement Program. We charged MHSAA Assistant Director Kathy Westdorp to take CAP “anywhere, any time” ... to deliver this face-to-face coaches education anywhere and any time school districts or leagues or coaches associations gathered a sufficient number of coaches to attend. Kathy delivered. Kathy and a committed cadre of trained instructors/facilitators who give up many evenings and weekends to deliver in-person education.
We launched CAP with the slogan, “anywhere, any time.” But it’s time now for a second slogan ... “every coach, every year.”
It doesn’t have to be CAP, but it does have to be every year for every coach. A coaches education program that is organized and documented, research-based and relevant. Student-centered coaches education that goes well beyond Xs and Os.
We cannot define and defend educational athletics – we cannot deliver educational athletics – without this commitment to such education, every year for every coach.
In the wake of tragic events in Michigan that have received nationwide attention, it is not surprising or unmerited that our State and Federal lawmakers are busy with bills. Legislation is on the way, and much of it will focus on coaches ... including coaches among those who are mandated to report suspected sexual abuse and requiring specific training for coaches.
All of this screams for the need for coaches education ... for every coach, every year ... no matter how experienced or revered. In business, politics, entertainment and sports, it has often been the most experienced and respected persons who have acted the worst.
The need is for every coach, every year.