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.
Destiny
January 9, 2018
Editor's Note: This blog originally was posted May 01, 2012, and the timeless message is worth another read.
A University of Wisconsin football player from my hometown years ago was hit from behind in the closing minutes of spring football practice. It caused an injury that required surgery. That caused him to miss the next fall’s football season; and to protect him from further injury, he was allowed to skip the following spring’s football practice and to work out with the Badgers baseball team.
He ended up leading the Big Ten Conference in hitting, and he eventually received the largest signing contract in the history of professional baseball, becoming the first “Bonus Baby” for Gene Autry’s Los Angeles Angels.
“If not for that injury in football,” he once told an audience, “caused by an unskilled walk-on in the last five minutes of the last spring football practice, I would never have played college baseball. I would never have played Major League Baseball for 11 seasons.
“You never know,” he said, “when you are five minutes from your destiny.”