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.
Reserve Lessons
January 26, 2018
Nothing prepared me for coaching more than the time I spent sitting on the bench. I hated it. And when I started coaching, I couldn’t forget how much I disliked sitting on the bench, and I did everything I could do to get every player in a game every week on some level – 9th grade, JV or varsity.
So I get it. Not starting hurts. Not playing stinks. And while many coaches are brilliant in their tactics to share playing time, some coaches do a miserable job of getting reserves into games.
But having said all that, I must add that too many people undervalue the importance of reserves, of the practice players who work hard to make the regulars better. Many champion wrestlers and tennis players earned their titles because of practice partners who pushed them to be better day-in and day-out. Many championship teams achieved their success through arduous daily competition in practice all season long. Many times it has been a so-called “backup” player, who worked hard in practices and who was often worked into games by caring coaches, who steps in after a starter is injured and saves the season.
There is much to be learned as a reserve, including what it means to be a loyal teammate ... a team player ... and what teamwork and sacrifice and loyalty and dedication really mean.
I have said often in speeches that it’s my wish that every student would have the opportunity to be a starter in one sport and a substitute in another because the lessons to be learned from each are different and so vital to developing the whole person.
It is a shame that students have somehow gotten the message that it’s a waste of their time to be a part of a team where they aren’t a starter or even the star. They get this message from adults ... sometimes it’s coaches, but more often it’s parents who criticize coaches and/or transfer their children to schools where they have a greater chance for athletic success.
As the benches get shorter on our school sports teams, the lessons learned get fewer.