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Category Archives: Problem Solving

The Zookeeper

Throughout the years of coaching, I have been on the front lines observing how society is constantly changing and how sports are evolving. In December 2019, I got a chance to go to Pittsburgh to see the NCAA final 4 in the sport of volleyball.  This event was massive, with a huge coaching conference connected to the event.  Taking everything in it provided a chance to learn more about the sport, learn more about different technologies within the sport, and to network with the various coaches/companies in the USA.   I’m a strong believer that Canada is normally 5-10 years behind everything the states does regarding the industry of youth sports.  Having a chance to network with various club “OWNERS” not directors, not volunteers…. “OWNERS” I got a very vivid realization on the “business of sport” within the USA.

Coming from a family of successful entrepreneurs, I have had the opportunity to observe many family members in their specific skill set which had positive influence to grow a business.  My grandparents moved here with two suitcases back in the day and were able to build a successful Harley Davidson dealership which provided opportunity for my father and uncle but also myself and my brother.  My grandfather is probably one of my biggest mentors, and I would always sit attentively in his office as he told me tricks of the trade.  Even though owning a motorcycle dealership was not my specific calling I still refer back to these words of wisdom while coaching and running one of the largest volleyball clubs in Canada.

Back 20+ years ago I never got into sport to create a business.  I went to college for a little bit where I played volleyball, but then moved onto trade school where I got my Journeyman plumbing ticket.  After that I pursued my power engineering where I got my certification as well.  Coaching was always a hobby, and it costed more money to coach then anything.   A golf shirt and a possible gift card at the end of the year.  Not ever expected but was graciously accepted.  I never thought I would be here today in regards to coaching.

As society changes and expectations by players, and parents grows, the dynamic of youth sports has drastically changed.  In Canada there are many mom/pop types of sports teams.  These are the one/two team types of clubs and associations.   Many reasons why these exist.  Canada is not as populated as the states, funding, and other various reasons.  Now 20 years later you see larger organizations in all sports.   Hockey and Soccer are hugely popular and generate substantial amounts of money.  The larger clubs/associations having head offices, their own buildings, and full-time employees.  Volleyball is also heading that direction.

As numbers grow and the needs of the club/teams/parents/players/coaches increase there is no possible way of running such a sizable operation by only one volunteer.  Being the face of such a large organization, I sit here on the daily trying to figure out my own way to keep the sport growing, keep the club growing, while managing an entirely different aspect to youth sport.  A close friend and fellow coach who is extremely successful in the corporate world has been my sounding board for years.  I would always ask him how do you do it?  It wasn’t directed at anything related to the sport.  With so many different people, personalities, expectations, needs, wants, the list goes on……. How do you manage them all?   Can you keep them all happy?     Calm and collected, he tells me its like being a zookeeper.  There are many animals in the zoo and your job is to make sure they are all taken care of.  You will never make them all happy, but the art is connecting with each and finding ways to get things done. Managing personalities.

So now I sit here with a board of directors, seventy plus coaches, six hundred parents, and try to manage the zoo.  With an entrepreneurial spirit and a long-term vision, I trek down the path most coaches don’t.  Keeping to a high ethical code and my coaching philosophy, I try and solve different situations and problems as they come.  Through this journey I will make mistakes, but will always refer back to the long chats with my grandad     This is not an easy job, but a job that reflects its success by the smiling faces in the gym and the constant growth of the association.  This is my ZOO and I wouldn’t have it any other way.

UNCHARTED WATERS

Dear World (Athletes, Parents, Administration, Coaches, Board Members, Family)

The year of 2020 brought new strains on anyone and everyone with no limitations as Covid dug its nails into the entire world.  Sitting back on March 15 when the pro leagues got shutdown, I first thought what is the big deal.  These leagues bring in thousands of people into condensed venues so it made sense that this was a good start to prevent any spread.  Over the next two weeks I sat on the phone with many other clubs, coaches, and provincial associations trying to decide what the correct course of action was going to be for kids/youth in amateur sports.  The answers I got were all over the map.  I am the type to listen to all views and then make a decision based on everything that is on the table.  There were so many things rushing through my mind as I played out the scenarios….

  • shutdown for 2 weeks everything back to normal
  • Things go a month and have a modified season
  • Total shutdown of the season with no start-up date.

Now the hard things here is even though there are only three options here, there are about hundred branches that come off the last two, then another hundred branches off those branches.

So now Covid has brought a state on society where some people want to sit in their basement all locked up and wait this thru.  Other people are ignoring the news and trying to live life as per normal.  Then there is everyone in between.

The reality is that as two weeks turn into three, which turn into four then five etc.  The harsh reality is that option three is becoming the only option.

 

 

TOTAL SHUTDOWN WITH NO RETURN

So even though we have solved the first problem, or the answer became more clear overtime, there is at least a clear direction moving forward. Now the next problem comes into play.

  • full refunds
  • 1/2 refunds
  • modified refunds
  • credit for next year

Again, many sleepless nights come into play trying to figure out the solution to one of these four options.  Again, like the ones above there are about hundred different branches on each of these.  You get the point.

What parents and people don’t understand looking in from the outside is the logistics and all the different things into play.  Youth sport is HEAVILY FRONT LOADED. I can’t emphasize how front loaded.  Every year I stand in front of five hundred players and parents and say those exact words.  We have never had a season cancelled so there has never been any issue on refunds or no refunds.  Now we are in a middle of pandemic with people losing their jobs and of course I want to give back as much as possible to help these families during this time.  The reality though is that suppliers have been paid.  Provincial and National associations have never planned for this and totally understandable.  There was no book of rules you go to telling you what to do in this scenario.   Every business, club, association is different when trying to figure out what they can or can not refund.  As a director of the club, I knew that full refunds was impossible.   I knew credit was going to piss people off.  It came down to 1/2 or modified refund.

Now the long days and night on the phone with other clubs and associations trying to figure out what they are doing.  Do you pay the coaches full do you not?  Do we take an admin fee for our time to process everything or don’t we?  How much will vendors give back, if anything? The list of questions goes on and on.

At the end of the day after talking to many clubs and mentors, we (the club) decided to give back a modified refund.  This breakdown was calculated on anything we got back we gave back.  What parents didn’t like was the amounts the third-party vendors gave back.  A problem for some but not for others.  Here nor there something out of the control of the club.  Navigating through uncharted waters myself and the club were able to figure everything out and do our best to serve our participants.

In retrospect looking back trying to solve all these unknowns, I wouldn’t have done anything different.  We provided clear up to date communication with everyone, were one of the largest clubs that processed refunds faster then any other club, while taking care of the heart beat of our club, the coaches.  After a few weeks and months went by, it came to light what other clubs/sports did or did not do.  Some clubs gave more back, some gave less, while others didn’t give anything.  Other groups gave credit, while others just closed their doors forever.

I know when making decisions to solve problems on a grand scale they will not always make everyone happy.  I can say that the decisions made were correct for everyone involved.  We are still here, we are still providing for the communities we serve, and we are even still growing under the shadow of a pandemic.

Even though I find problem solving interesting and intriguing.  I much rather solve a problem like speaking with a parent about playing time over this. Lets hope this never happens again, but if it does we will be more prepared.

Onto the next problem….

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