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.
Bouncing Basketball Around
November 17, 2017
We can educate kids in school sports just as well with or without elegant venues. That doesn’t mean we won’t miss The Palace of Auburn Hills for the Michigan High School Athletic Association Individual Wrestling Finals, but people are more important than places in educational athletics. Values are more critical than venues.
Nevertheless, when we think and talk about sites for MHSAA Girls and Boys Basketball Finals in 2019 and beyond, as we have been forced to do because of increasing costs and decreasing availabilities at Michigan State University’s Breslin Student Events Center, it draws more public and media attention than the fundamental importance of the topic.
Our discussions across the state and our surveys have given us some insights.
One is that using Michigan’s larger NCAA Division I university arenas is not considered a high priority by a majority of our constituents. Nor is utilizing the same facility for both genders a necessity.
It appears most people like WHEN and WHERE we’ve conducted our tournaments the past eight years (the Breslin Center, on consecutive weekends for girls and boys); but most people seem to value the schedule more than the site ... they appear to prefer that we keep the calendar we’ve enjoyed for many years, even if the venue must change to make that possible.
It appears that many people prefer a smaller venue than Breslin’s nearly 15,000-seat arena for the girls tournament, some reflecting fondly on the exciting, often near-capacity atmosphere that Central Michigan University’s Rose Arena provided in 1996 through 2003. They should get that atmosphere for this year’s Finals at Calvin College’s Van Noord Arena in March, the largest NCAA Division III arena in the country, which has twice hosted the Division III Women’s Basketball Final Four.
We had hoped to be able to announce this December the decisions that would inform everyone when and where we will be staging Girls and Boys Basketball Finals for the next four years; but it is becoming increasingly apparent that we may be making decisions on a year-to-year basis for a while, hoping eventually to sort things out and establish new traditions that we come to value as much as the schedule and site stability that ended in 2017.