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September 22nd, 2009 - Hierarchy of Outcomes
Recently, I was discussing with my colleague Paul Henderson how an important client meeting went.
I said, “…about as well as could be expected” which, in my mind (where all things seem to happen), meant that it went well; that is, I expected it to.
However, Paul gathered from my response that perhaps I meant it could have gone much better. Upon further reflection, I realized that he had a good point, especially after he sent me his Hierarchy of Outcomes:
- Went perfectly (couldn’t have been better in any way – almost never happens)
- Went better than I had hoped (surpassed my most optimistic scenario – happens occasionally)
- Went as well as I could have hoped (matched my most optimistic scenario – happens sometimes)
- Went better than expected (happens sometimes)
- Went as expected* (clients expectations were surpassed, but not mine – happens most of the time)
- Went worse than expected (clients expectations met, but short of mine – happens occasionally)
- Train wreck (client’s expectations not met or they put themselves in a ditch – rare, but it happens)
*If I’m expecting a train wreck and we get a train wreck, then that’s ‘as expected’
I liked this so much I asked him if I could share it. He said, “Sure. If I’d have known you were going to do that, I’d have made it funnier.”
Thank you, Paul!