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.
Leading with Heart
June 26, 2018
“I hope you have thick skin.”
Those were my mother’s first words when I informed her in 1986 that I would become the executive director of the Michigan High School Athletic Association. Mother spoke from experience, being married to the executive director of the Wisconsin Interscholastic Athletic Association from 1957 through 1985. She witnessed how consistent and cruel criticism can be toward those administering a competitive enterprise which almost daily declares winners and losers by virtue of time, distance or score.
The past 32 years have shaded my hair and softened my waist; and while the years have also toughened my hide, they have not hardened my heart. From the very first days until now, I’ve led with my heart and exposed my passion and convictions.
I do not apologize that I’ve placed greater importance on character building than skills development. On team over individual. On the needs of the 99 percent of participants over desires of the one percent of elite athletes. On subvarsity programs. On junior high/middle school students.
On practice, more than competition. On the regular season, more than postseason tournaments. On multi-sport participation. On leadership training. On sportsmanship. On coaches education, especially with respect to health and safety.
There will always be calls for more ... longer seasons, additional games, more distant travel, larger trophies. More necessary are the voices that recall the mission of competitive sports within schools, recite the core values of educational athletics, and work to reclaim the proper place of sports in schools and of school sports in society.
I believe that under-regulated competition leads to excesses, but properly conducted and controlled competitive sports is good for students, schools and society; and I believe a life devoted to coaching or administering such a program is a life well lived.