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.
Valuing Variety
January 2, 2018
Editor's Note: This blog originally was posted March 28, 2014, and the topic continues to be of prime concern today.
Some people see the declining number of multiple-sport athletes in our high schools as a sign that students don’t want the multiple-sport experience anymore and would prefer to specialize in a single sport.
Maybe that’s not what students want at all. Maybe, if we actually asked them, they would tell us so.
In fact, I hear that students dislike and resent the pressure their high school volleyball coach puts on them in the winter, or their basketball coach puts on them in the spring, or their baseball or softball coach puts on them in the fall and the pressure that coaches of other sports, both team and individual, place them under year-round.
What I hear when I listen to students – and admittedly, I often get to talk to the cream of the crop (e.g., our Student Advisory Council and Scholar-Athlete Award recipients) – is that they want to play multiple sports and that they need us to hear that and to help them.
I remember that when we began bowling as an MHSAA tournament sport a dozen years ago, we thought we would be appealing to and involving students who play no other school sport. We are. But we are also engaging multiple-sport athletes.
At the MHSAA Bowling Finals four weeks ago I observed many students in school letter jackets sporting letters for soccer and bowling, cross country and bowling, track and bowling, and other combinations.
It proved again to me that very many students really do want to participate in a variety of sports and that one of our core operating principles should be that we continue to facilitate and validate that experience for as many students as possible.