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.
My Privilege
June 29, 2018
The National Federation of State High School Associations is at this moment conducting its 99th Annual Summer Meeting in Chicago, the city where the organization was born almost a century ago.
For all but seven months of the past 62 of these 99 years, there has been a John Roberts as one of the NFHS member state association executives – my dad in Wisconsin for nearly 30 years, and I in Michigan for 32.
I attended my first NFHS Summer Meeting when I was eight years old. Five of us in an un-air-conditioned family sedan drove nearly the full length of US Highway 41 from Wisconsin to Miami Beach at the southern tip of Florida.
My younger sister learned to swim there. My older sister found a boyfriend there. And I guess I discovered my life’s work there.
A life’s work from which I will retire this summer.
Including those on the job today, there have been just 324 individuals who have ever served as full-time chief executives of the NFHS member high school associations. Just 324 who appreciate the pressures and the opportunities of this work the way my dad and I have.
These jobs are precious gifts and a rich blessing ... unusually rare opportunities to serve and influence students, schools and society.
For years I’ve concluded most of my correspondence with the phrase, “It’s a privilege to serve you.” I’ve meant it.