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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.
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The Top Task
April 17, 2018
I’ve said and written many times before that the task of an athletic administrator is not merely event management, it is also – and more importantly – message management. It is defining and defending educational athletics. Doing so every day, in every way. Forcing our constituents, from top to bottom and both young and old, to ask and answer ...
“What is educational athletics?”
and
“What is the meaning of success in school sports?”
and
“How do we deliver the message every day?”
This is why I’ve blogged twice a week for nine years. Eighty percent of those postings have been intended to help define and defend educational athletics.
This is why the MHSAA publishes benchmarks – the only issues-focused high school association magazine in the US.
This is why we have a Student Advisory Council, a Scholar-Athlete Award, a Battle of the Fans, Captains Clinics and Sportsmanship Summits.
This is why we take our coaches education – the Coaches Advancement Program – face to face, week after week, to every corner of our state.
This is why we have a Task Force on Multi-Sport Participation.
This is why we have a radio network and waive fees for local stations which use our great public service announcements that define and defend educational athletics ... many of which conclude with the phrase, “Promoting the value and values of educational athletics.”
All of this, and much more, is about defining and defending educational athletics ... the top task of athletic administrators from top to bottom of our exciting enterprise.