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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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No Shortcuts
November 28, 2017
Last Tuesday at the office building of the Michigan High School Athletic Association, 49 athletic directors gathered for training. All are first-year ADs, and 38 of them were attending their second training session at the MHSAA.
It was the fourth session for new athletic directors the MHSAA has hosted since late July. A total of 113 different first-year ADs attended.
That’s a typical number of new ADs. And we’re experiencing the typical problems with mistakes and oversights that turn into ineligibilities and forfeits that come not just from new ADs but also from more veteran ADs who have had many new duties added to their days, but with less time and help to do everything that needs to be done.
At one school, an overwhelmed AD resigned after his school’s football and soccer teams had both used ineligible players. The school posted the job opening to replace him with the salary set at 50 percent above the previous pay. It has learned that cutting the budget for sports administration can do a lot more harm than good.
Full-time, continuously trained athletic administrators are essential to the conduct of safe and successful interscholastic athletics. There are no shortcuts to success, and a competent leader who is hungry to keep learning about policies, procedures and best practices is the starting point.