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.
Building Future Support
December 19, 2017
Editor's Note: This blog originally was posted December 17, 2013, and the message still serves purpose today.
Most students would rather play sports than watch other people play.
This is obvious; but often we make both little decisions and large ones that seem to ignore this truth. More often than necessary we create more opportunities for watchers than we do for players.
Ultimately this leads to non-watchers because people – especially young people – tend to lose interest when they don’t play. We know this because, in school after school, we find that the best boosters – the most frequent and fervent spectators – are the students who participate on their school’s other teams.
It is also true that those who played sports when they were in school, and those whose children now play in school sports, are the people who will support schools most strongly in the future.
This too seems obvious, but still, many school districts all across this state and nation appear to make decisions like it has never occurred to them.
Every time we cut a kid from a high school team, we create critics of our programs – the student’s parents today and this student in the future. If the program has no room for a student today, why would we ever expect that student or his/her parents will support our programs tomorrow?
No-cut policies for all outdoor sports and larger squads for indoor sports – beginning at younger grade levels – will be among the policies of school districts which hope to retain school sports beyond the next generation or two.